Empire Digital Products Corp.

Empire Digital Products Inchas been dealing with [redacted] since 2012.Our rebuttals to [redacted] ’s arguments are based on documented facts that can be furnished upon request.Our “invented facts” are a product of service closeouts by our authorized team, the [redacted] systems engineer, email chains, and account notations.I’ll address the “entirely statement” regarding unpaid service fees will be explained and will shed light on the validity of our request.The charges [redacted] is referring to are a costs per click that toner usage is derived from which excludes actual service’s rendered.Part replacements, service calls etc., are an entirely separate charge that we amiably waived for the last years.I am sure, [redacted] in fact has checks and invoices showing payment to Empire Digital Products.However, I encourage, if our statements are “entirely false”, to please post an invoice for Service and parts so we can apologize and proceed accordingly[redacted] is correct on one front in his revelation of further proof, MrBrodsky was incorrect that Breiter and Gura’s Service Agreement expired months ago withouta new agreement being signed.The fact is that this agreement ended YEARS ago without a new agreement being signed.Bringing to light our revelation of proof: Empire Digital Products Incprovided complimentaryservice to all three machines in [redacted] ***’s possession for years after there was no written, agreed upon obligation to do so.The agreed upon “waster value” of $ was derived by us giving back 95% of our profit to satisfy [redacted] with a machine that is necessary toaccommodate their scanning needs.Mr.Sherber’s statement regarding our proposal to spend $8,over three yearswhen it can be purchased for $7,is correct.When leasing, bank fees, service, parts, and toner are deducted from the $8244, the a raw cost of the machine is around $6200.Therefore, yes, you can get the machine cheaper However nothing is included when doing so, resulting in a much higher price when a purchase is executed.No one is questioning the longevity and experience [redacted] has as an office manager.Disregarding the insult regarding of our executive’s age, our rapid growth and success is dictated by how we conduct business ethically, not by attaching a number to“years working” hoping that it adds clout to misrepresentative statements made.I stand by my claim that [redacted] ’s Systems Engineer visited 3-times: email below explaining such:(full email transcript can be furnished upon request): “Hey *** A fourth visit on this feeder just isn't going to be satisfactory to our client.Why can't we have a replacement?” **Email sent by our Service Manager on June 10th, 2014.The Revdex.com is a forum we take very seriously.As a hard working business owner, you work tirelessly to ensure customer satisfaction on a daily basis[redacted] will understand the importance of this, as his customers’ needed to use otherforums to dispute actions performed by Breiter and Gura.As their accreditation on Revdex.com was furnished 1/2015.Although we’ve been members since 2012, this is our first dispute that has beensubmitted through Revdex.com and our business practices preserve the unlikeliness offuture postings.The Lemon Law cannot be applied to office equipment however sometimes we wish it wouldNo one is claiming that you won’t talk to your neighbors regarding your experience however, Empire Digital Products Incdoes not need your assistance in prospecting business.We have shown steady/rapid growth since inception and NOTHING on the horizon suggests it will cease

Empire Digital Products began negotiations with [redacted] on 102012.The machine(s) were purchased on 102012, thus giving ownership to [redacted] ***[redacted] , the diligent, detail oriented office manager for [redacted] ***, placed an “expected life span of years” to his equipment.Life span was not discussed with him, nor was it even a subject of conversation when the agreement was initiated.Nonetheless, he is pointing out a “waster value” derived from his subjective mathematical equations coming from a gentleman that is supremely unqualified to do so.This addresses the “waster value” of $ [redacted] so eloquently mentioned in his complaint.As far as the resentment to the solution we presented him with leasing a more expensive machine, the simple answer is, his volume dictates a more expensive machine.To accommodate [redacted] ***’s scanning needs, a more expensive machine is needed to ensure problems will not arise.However, [redacted] ’s overconfidence in the Office Equipment Industry blurred his vision, resulting in his taking our solution and morphing into perceived exploitationAlthough professional courtesy is something I value greatly, I take pride in my company and in my industry.It is presumptuous to believe that he understands my industry, the actual value placed on Office Equipment, or the mechanical constraints which parts must honor to function properly.Quite frankly, my team and I have been offended, belittled, and demeaned endlessly, while providing free service over the last 2+ years.As a business owner, passion and pride speak faintly when compared to facts.For transparency and in efforts to understand the true actions that transpired, please see below:The service agreement signed and agreed upon by [redacted] on 10/As clearly stated in the “Maintenance Contract Term” this agreement was for a month periodThis maintenance term was never extended or resigned in accordance to the agreementThis document can be furnished upon request.**The service calls performed throughout the month agreed upon timeframe are listed below**Date/Issue Time Service Date/Resolution Time10:1:10Feeder jamming after copies Adjusted DP feed ran copies no jams 2:2:20ADF jamming wont copy Called customerWent adjusted and cleaned feeder ran test sheets no problems12:9:30Feeder jamming after a few Cleaned ADF, new rollerspg test pages10:1:25Streaks through feeder Recleaned slit glassSaid cleaning glass didn’t No streak help 12:1:35Jams after pages Replaced spring guidespg test o okayThese events listed above represent the service calls that Empire Digital Products was bound to adhere to due to the Service Agreement.Each incident was handled in a timely and effective fashion, as described above, leaving [redacted] ***’s copier operable.Since our contractual obligations have ceased.Empire Digital Products Inchas made nonobligatory strides to keep [redacted] ***’s copiers running optimally.On May [redacted] 2014, after feeder complaints, Empire Digital Products replaced [redacted] ***’s feeder in attempts so solve this issue.Service was dispatched, a replacement feeder installed, and a normally billable service call was waived.On an occasion dated June [redacted] 2014, our head technician observed people in the office “over filling” the feeder.Product misuse was likely the cause of such failure.However, despite our efforts, this replacement feeder did not solve the problem.A more permanent solution was sought after by getting [redacted] involved to acquire a brand new feeder.The new feeder was acquired after 3-visits from the [redacted] ’s System Support Engineer.These visits were crucial to troubleshoot and effectively diagnose the problem.Once determined the [redacted] was inoperative, a new [redacted] was purchased ($$$$$$$$$$150Total: $1,(2) Feeders were installed and purchased for [redacted] totaling $1,298.The modest $1,and $1,figures total $3,248.All of which were waived as a professional curtesy, that clearly was not reciprocated.Therefore, do to the malicious intent of the actions taken by [redacted] ***, Empire Digital Products would like to issue a Desired Settlement:Continuing our generosity, we will honor [redacted] ***’s $claim as long as they will honor the facts mentioned above and issue a check for the difference.(Keep in mind, that documentation can be furnished upon request proving service was provided on such dates) Please remit a check for $to Empire Digital Procuts Incfor the services rendered throughout the timeframe of 11/2013-4/*/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I guess I shouldn’t be surprised that after dozens of phonecalls and emails over the past few years, Empire - - faced with a public airingof this dispute - - has now come up with a totally new defense for theirfailure to make good on a defective product that was sold to our firm, as wellas their now presenting a totally narrative of both our contractualrelationship and the service history of the machine during that periodWhenthe company and I had what was a “difference of opinion,” I was upsetBut nowthat the company invents facts to buttress their entirely unacceptablebehavior, I am madAs the company is now claiming that they are due unpaidservice fees, let me address that entirely statement first. Whether or not Empire chose to issue a physical new servicecontract at the end of the original contract, they not only continued toprovide service - - which includes two smaller machines we also bought fromthem - - THEY CONTINUED TO CHARGE FORITI have the canceled checks showing that after each meter reading done, Iwas billed the appropriate amount for that periodThere was a period - -during which the copier in question was inoperative for many months - - thatthey stopped sending those bills, but as soon as the copier was brieflyoperative, they sent a bill for the entire amount owedSo theirposition that they were waiving “”normally billable service calls” to our firmis entirely falseI guess if you take their position out far enough, ifthey were, in fact, providing ‘nonobligatory” service to our company, I guesswe were sending nonobligatory checks to themIn short, nobody was“providing “free service over the last 2+ years” as falsely claimed by Empire.As further proof of this, let me offer this quote from an email of 2/**/from*** *** of Empire when I again pressed for a resolution to our problem: “I discourage any futurecommunication between us as this will serve as an official cancellation to ourone year service agreement that expired months ago without a new agreementbeing signedFurthermore, any intent to slander will be heavily scrutinized bymy attorneys and can all but guarantee a court date.” In a subsequent phone conversationwith the company, I reminded them that this office is a law firm, and that legally,Truth is a complete defense to claims of slanderThat’s when they started talking to me again, although itdidn’t accomplish much.It’s almost humorous to read thecompany’s comments about what they refer to as a “waster value” of $1,onthe copierThat is because that figure came from Empire itself! (I hadcome up with $1,800, so I guess I’m not so “supremely unqualified” to come upwith that figure as they claimed)They agreed to give me that amount ofcredit if I leased, notpurchased, a larger and - especially with the leasing agreement - much moreexpensive machine from them($8,over years, for a copier which can bepurchased for around $7,500, and which leaves you owning nothing, which is whyI have always purchased my copiers, not leased them)As I wrote to ***
*** on March ** of this year, “this problem represents ***’sfailure to produce a reliable machine, and you failure to be able to serviceitWhen you sold it to me, no one said, “”Don’t expect it to actually work!” As for my ability to gauge thelife span of any piece of office equipment, I have been running businesses foralmost yearsLonger than Empire has been in businessLonger than most ofthese executives have been alive Even their version of what repairswere attempted on the machine is, I believe, incorrectAfter many servicecalls, and before anything wasreplaced, a representative from *** did come by - - once, not the 3-visits claimedby Empire - - and examined the problem, resulting in that company’s supplyingof a tiny new part - not a feederThat repair worked briefly, but theproblem soon reappearedIt was only then - - well, actually many months later- - that the feeder was actually replaced, and only after many phonecalls and emails from meInterestingly, it was not until I mentioned that Iwould, if necessary, resort to internet solutions (Revdex.com, review sites, etc.) ifthe problem was not addressed, that the company agreed to get a new feeder.Even that took many months, as Empire and *** apparently argued over whowas responsible for the non-working partWhen installed, that feeder alsofailed almost immediately, exhibiting even more problems than the original Iwas then told by Empire that they were dispatching a new employee - someonewith “years of experience” that they had recently hired - - to look at theproblemHe did, for about minutes, at which point he pronounced the copier“unfixable.” The rest of that service call was spent with the tech activatingthe formally unused fax function on one of the smaller machines as the copierin question had served - - when briefly working- - as our main fax machine as wellEmpire also falsely represents itsown long-running position in this disagreementIn mid-March, prompted by mysuggestion that I might have to seek other relief for this problem as Empirewas basically treading water and I was left with a large “doorstop” instead ofthe copier I had bought, I was “promised” a call from a *** representativethat was supposed to take place by March **; a call that was supposed to bring*** into this matterIn an email from *** *** on March **, 2015, I wastold, “Apologies for the delayWe are arranging for the *** rep to giveyou a call and discussI followed up with him and was reassured you aregetting a call this week.” That call never happened, which was, in myeyes, the last straw, and prompted me to contact the Revdex.com (where our law firm isalso a member)The company also fails to note my many attempts to get to somesort of settlement between usI had suggested that the company could providean off-lease copier for a few years to make up for the copier’s failure to workproperlyThey refusedThey have even refused to answer my request for them toat least remove the machine from our offices.The bottom line is this: if thiscopier had been a car, it would have been judged to be a “lemon” and our moneywould have been returned, or a new car suppliedIn this case, we have Empire,as the seller, trying to distance itself from selling a product that their owntechs told us over and over were unreliable (unfortunately after we had bought it), and that various executives at Empireadmitted they were are longer sellingIf Empire has a beef with ***over the machine, then it is up to Empire to settle that dispute themselvesMyproblem is with a retailer who sold a faulty machine (although I’m not claimingthey knew that at the time), and now has refused to make good on our lossAs Isaid over and over to the various Empire executives over the past few years, itwas clearly in their interest tosettle this dispute amicablyAs the office manager of our firm - - a lawoffice in *** *** - - I have a lot of contact with other offices in and outof our building, all of whom use copiersWhy Empire would rather have acustomer telling other potential customers that the *** brand had provenunreliable, and that Empire, as their representative, had ultimately walkedaway from the problem, is beyond me
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Empire Digital Products began negotiations with [redacted] on 10/**/2012.The machine(s) were purchased on 10/**/2012, thus giving ownership to [redacted].[redacted], the diligent, detail oriented office manager for [redacted], placed an “expected life span of 5 years” to his...

equipment.Life span was not discussed with him, nor was it even a subject of conversation when the agreement was initiated.Nonetheless, he is pointing out a “waster value” derived from his subjective mathematical equations coming from a gentleman that is supremely unqualified to do so.This addresses the “waster value” of $1700 [redacted] so eloquently mentioned in his complaint.As far as the resentment to the solution we presented him with leasing a more expensive machine, the simple answer is, his volume dictates a more expensive machine.To accommodate [redacted]’s scanning needs, a more expensive machine is needed to ensure problems will not arise.However, [redacted]’s overconfidence in the Office Equipment Industry blurred his vision, resulting in his taking our solution and morphing into perceived exploitation. Although professional courtesy is something I value greatly, I take pride in my company and in my industry.It is presumptuous to believe that he understands my industry, the actual value placed on Office Equipment, or the mechanical constraints which parts must honor to function properly.Quite frankly, my team and I have been offended, belittled, and demeaned endlessly, while providing free service over the last 2+ years.As a business owner, passion and pride speak faintly when compared to facts.For transparency and in efforts to understand the true actions that transpired, please see below:The service agreement signed and agreed upon by [redacted] on 10/2012. As clearly stated in the “Maintenance Contract Term” this agreement was for a 12 month period. This maintenance term was never extended or resigned in accordance to the agreement. This document can be furnished upon request.**The service calls performed throughout the 12 month agreed upon timeframe are listed below**Date/Issue Time Service Date/Resolution Time11/**/2012 10:06 11/**/2012 1:10Feeder jamming after 8 copies Adjusted DP feed ran 35 copies no jams 4/**/2013 2:00 4/**/2013 2:20ADF jamming wont copy Called customer. Went adjusted and cleaned feeder ran test 150 sheets no problems5/**/2013 12:30 5/**/2013 9:30Feeder jamming after a few Cleaned ADF, new rollers. 50 pg test pages. 6/**/2013 10:50 6/**/2013 1:25Streaks through feeder Recleaned slit glass. Said cleaning glass didn’t No streak help 7/**/2013 12:20 7/**/2013 1:35Jams after 10 pages Replaced spring guides. 100 pg test o okay. These events listed above represent the service calls that Empire Digital Products was bound to adhere to due to the Service Agreement.Each incident was handled in a timely and effective fashion, as described above, leaving [redacted]’s copier operable.Since our contractual obligations have ceased.Empire Digital Products Inc. has made nonobligatory strides to keep [redacted]’s copiers running optimally.On May [redacted] 2014, after feeder complaints, Empire Digital Products replaced [redacted]’s feeder in attempts so solve this issue.Service was dispatched, a replacement feeder installed, and a normally billable service call was waived.On an occasion dated June [redacted] 2014, our head technician observed people in the office “over filling” the feeder.Product misuse was likely the cause of such failure.However, despite our efforts, this replacement feeder did not solve the problem.A more permanent solution was sought after by getting [redacted] involved to acquire a brand new feeder.The new feeder was acquired after 3-4 visits from the [redacted]’s System Support Engineer.These visits were crucial to troubleshoot and effectively diagnose the problem.Once determined the [redacted] was inoperative, a new [redacted] was purchased (6/*/2014).Yet another out of pocket expense incurred by Empire Digital Products after having no obligation to do so. Due to our responsiveness and actions in getting this resolved, we received this email from [redacted]: "And again, I really appreciate your actions in this matter. If there's someplace on the web you'd like me to post a nice comment, I would be more than happy to do so....after the feeder's installed, of course." Unfortunately, despite having two feeders installed, no "nice comment" was posted.Above we have mentioned “nonobligatory costs” incurred by Empire Digital Products.In efforts to produce a conctrete number, the below has been calculated:(Keep in mind, the costs below are assuming each call was 1 hour long, however part replacements are timely procedures well surpassing 60 minutes.)Service Call Dates Cost per Hour3/**/2015 $1502/**/2015 $1502/**/2015 $1502/**/2015 $1502/**/2015 $1502/*/2015 $15012/**/2014 $15012/**/2014 $15012/*/2014 $15011/**/2014 $1508/**/2014 $1508/*/2014 $1505/**/2014 $150Total: $1,950 (2) Feeders were installed and purchased for [redacted] totaling $1,298.The modest $1,950 and $1,298 figures total $3,248.All of which were waived as a professional curtesy, that clearly was not reciprocated.Therefore, do to the malicious intent of the actions taken by [redacted], Empire Digital Products would like to issue a Desired Settlement:Continuing our generosity, we will honor [redacted]’s $1700 claim as long as they will honor the facts mentioned above and issue a check for the difference.(Keep in mind, that documentation can be furnished upon request proving service was provided on such dates) Please remit a check for $1548 to Empire Digital Procuts Inc. for the services rendered throughout the timeframe of 11/2013-4/*/2015.

Empire Digital Products Inc. has been dealing with [redacted] since 2012.Our rebuttals to [redacted]’s arguments are based on documented facts that can be furnished upon request.Our “invented facts” are a product of service closeouts by our authorized team, the [redacted] systems engineer, email chains, and account notations.I’ll address the “entirely false statement” regarding unpaid service fees will be explained and will shed light on the validity of our request.The charges [redacted] is referring to are a costs per click that toner usage is derived from which excludes actual service’s rendered.Part replacements, service calls etc., are an entirely separate charge that we amiably waived for the last 2 years.I am sure, [redacted] in fact has checks and invoices showing payment to Empire Digital Products.However, I encourage, if our statements are “entirely false”, to please post an invoice for Service and parts so we can apologize and proceed accordingly.[redacted] is correct on one front in his revelation of further proof, Mr. Brodsky was incorrect that Breiter and Gura’s Service Agreement expired months ago withouta new agreement being signed.The fact is that this agreement ended YEARS ago without a new agreement being signed.Bringing to light our revelation of proof: Empire Digital Products Inc. provided complimentaryservice to all three machines in [redacted]’s possession for years after there was no written, agreed upon obligation to do so.The agreed upon “waster value” of $1700  was derived by us giving back 95% of our profit to satisfy [redacted] with a machine that is necessary toaccommodate their scanning needs.Mr.Sherber’s statement regarding our proposal to spend $8,244 over three yearswhen it can be purchased for $7,500 is correct.When leasing, bank fees, service, parts, and toner are deducted from the $8244, the a raw cost of the machine is around $6200.Therefore, yes, you can get the machine cheaper.  However nothing is included when doing so, resulting in a much higher price when a purchase is executed.No one is questioning the longevity and experience [redacted] has as an office manager.Disregarding the insult regarding of our executive’s age, our rapid growth and success is dictated by how we conduct business ethically, not by attaching a number to“years working” hoping that it adds clout to misrepresentative statements made.I stand by my claim that [redacted]’s Systems Engineer visited 3-4 times: email below explaining such:(full email transcript can be furnished upon request): “Hey [redacted]   A fourth visit on this feeder just isn't going to be satisfactory to our client.Why can't we have a replacement?” **Email sent by our Service Manager on June 10th, 2014.The Revdex.com is a forum we take very seriously.As a hard working business owner, you work tirelessly to ensure customer satisfaction on a daily basis.[redacted] will understand the importance of this, as his customers’ needed to use otherforums to dispute actions performed by Breiter and Gura.As their accreditation on Revdex.com was furnished 1/2015.Although we’ve been members since 2012, this is our first dispute that has beensubmitted through Revdex.com and our business practices preserve the unlikeliness offuture postings.The Lemon Law cannot be applied to office equipment however sometimes we wish it would. No one is claiming that you won’t talk to your neighbors regarding your experience however, Empire Digital Products Inc. does not need your assistance in prospecting business.We have shown steady/rapid growth since inception and NOTHING on the horizon suggests it will cease.

Review: In October, 2012, our company purchased three multi-function printers, one of which, a [redacted] Model FS-6530, has had continuing problems with the auto-feeder. At one point, a representative from [redacted] came to examine the machine, and the company - - months later - - provided a newly engineered part for the feeder, which also did not work. After many months of tinkering, in a final attempt to fix the machine, Empire sent a repairman with 30+ years of experience to look over the problem. He declared the machine "unfixable." In many phone conversations and emails, Empire has AGREED that it owes us $1,700 on the waster value of the machine, based on an expected life span of 5 years, and the fact that the machine was out of commission for at least half the time it has been in our office. They will, however, only issue this "credit" against a 3 year lease (which we don't want) on a more expensive machine - those lease payments equaling more than $10,000.00. The company has refused to issue a refund if we go elsewhere to replace this useless machine, and will not respond to our requests for them to at least remove the non-working machine.Desired Settlement: As stated above, Empire AGREED that they owed us at least $1,700, but they would only issue that credit against another purchase for a higher-priced machine. We would like the refund amount, as the machine cannot be fixed, never worked correctly, and Empire has offered no other solution except for us to now spend three times our original investment.

Business

Response:

Empire Digital Products began negotiations with [redacted] on 10/**/2012.The machine(s) were purchased on 10/**/2012, thus giving ownership to [redacted], the diligent, detail oriented office manager for [redacted], placed an “expected life span of 5 years” to his equipment.Life span was not discussed with him, nor was it even a subject of conversation when the agreement was initiated.Nonetheless, he is pointing out a “waster value” derived from his subjective mathematical equations coming from a gentleman that is supremely unqualified to do so.This addresses the “waster value” of $1700 [redacted] so eloquently mentioned in his complaint.As far as the resentment to the solution we presented him with leasing a more expensive machine, the simple answer is, his volume dictates a more expensive machine.To accommodate [redacted]’s scanning needs, a more expensive machine is needed to ensure problems will not arise.However, [redacted]’s overconfidence in the Office Equipment Industry blurred his vision, resulting in his taking our solution and morphing into perceived exploitation. Although professional courtesy is something I value greatly, I take pride in my company and in my industry.It is presumptuous to believe that he understands my industry, the actual value placed on Office Equipment, or the mechanical constraints which parts must honor to function properly.Quite frankly, my team and I have been offended, belittled, and demeaned endlessly, while providing free service over the last 2+ years.As a business owner, passion and pride speak faintly when compared to facts.For transparency and in efforts to understand the true actions that transpired, please see below:The service agreement signed and agreed upon by [redacted] on 10/2012. As clearly stated in the “Maintenance Contract Term” this agreement was for a 12 month period. This maintenance term was never extended or resigned in accordance to the agreement. This document can be furnished upon request.**The service calls performed throughout the 12 month agreed upon timeframe are listed below**Date/Issue Time Service Date/Resolution Time11/**/2012 10:06 11/**/2012 1:10Feeder jamming after 8 copies Adjusted DP feed ran 35 copies no jams 4/**/2013 2:00 4/**/2013 2:20ADF jamming wont copy Called customer. Went adjusted and cleaned feeder ran test 150 sheets no problems5/**/2013 12:30 5/**/2013 9:30Feeder jamming after a few Cleaned ADF, new rollers. 50 pg test pages. 6/**/2013 10:50 6/**/2013 1:25Streaks through feeder Recleaned slit glass. Said cleaning glass didn’t No streak help 7/**/2013 12:20 7/**/2013 1:35Jams after 10 pages Replaced spring guides. 100 pg test o okay. These events listed above represent the service calls that Empire Digital Products was bound to adhere to due to the Service Agreement.Each incident was handled in a timely and effective fashion, as described above, leaving [redacted]’s copier operable.Since our contractual obligations have ceased.Empire Digital Products Inc. has made nonobligatory strides to keep [redacted]’s copiers running optimally.On May [redacted] 2014, after feeder complaints, Empire Digital Products replaced [redacted]’s feeder in attempts so solve this issue.Service was dispatched, a replacement feeder installed, and a normally billable service call was waived.On an occasion dated June [redacted] 2014, our head technician observed people in the office “over filling” the feeder.Product misuse was likely the cause of such failure.However, despite our efforts, this replacement feeder did not solve the problem.A more permanent solution was sought after by getting [redacted] involved to acquire a brand new feeder.The new feeder was acquired after 3-4 visits from the [redacted]’s System Support Engineer.These visits were crucial to troubleshoot and effectively diagnose the problem.Once determined the [redacted] was inoperative, a new [redacted] was purchased (6/*/2014).Yet another out of pocket expense incurred by Empire Digital Products after having no obligation to do so. Due to our responsiveness and actions in getting this resolved, we received this email from [redacted]: "And again, I really appreciate your actions in this matter. If there's someplace on the web you'd like me to post a nice comment, I would be more than happy to do so....after the feeder's installed, of course." Unfortunately, despite having two feeders installed, no "nice comment" was posted.Above we have mentioned “nonobligatory costs” incurred by Empire Digital Products.In efforts to produce a conctrete number, the below has been calculated:(Keep in mind, the costs below are assuming each call was 1 hour long, however part replacements are timely procedures well surpassing 60 minutes.)Service Call Dates Cost per Hour3/**/2015 $1502/**/2015 $1502/**/2015 $1502/**/2015 $1502/**/2015 $1502/*/2015 $15012/**/2014 $15012/**/2014 $15012/*/2014 $15011/**/2014 $1508/**/2014 $1508/*/2014 $1505/**/2014 $150Total: $1,950 (2) Feeders were installed and purchased for [redacted] totaling $1,298.The modest $1,950 and $1,298 figures total $3,248.All of which were waived as a professional curtesy, that clearly was not reciprocated.Therefore, do to the malicious intent of the actions taken by [redacted], Empire Digital Products would like to issue a Desired Settlement:Continuing our generosity, we will honor [redacted]’s $1700 claim as long as they will honor the facts mentioned above and issue a check for the difference.(Keep in mind, that documentation can be furnished upon request proving service was provided on such dates) Please remit a check for $1548 to Empire Digital Procuts Inc. for the services rendered throughout the timeframe of 11/2013-4/*/2015.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I guess I shouldn’t be surprised that after dozens of phonecalls and emails over the past few years, Empire - - faced with a public airingof this dispute - - has now come up with a totally new defense for theirfailure to make good on a defective product that was sold to our firm, as wellas their now presenting a totally false narrative of both our contractualrelationship and the service history of the machine during that period. Whenthe company and I had what was a “difference of opinion,” I was upset. But nowthat the company invents facts to buttress their entirely unacceptablebehavior, I am mad. As the company is now claiming that they are due unpaidservice fees, let me address that entirely false statement first. Whether or not Empire chose to issue a physical new servicecontract at the end of the original contract, they not only continued toprovide service - - which includes two smaller machines we also bought fromthem - - THEY CONTINUED TO CHARGE FORIT. I have the canceled checks showing that after each meter reading done, Iwas billed the appropriate amount for that period. There was a period - -during which the copier in question was inoperative for many months - - thatthey stopped sending those bills, but as soon as the copier was brieflyoperative, they sent a bill for the entire amount owed. So theirposition that they were waiving “”normally billable service calls” to our firmis entirely false. I guess if you take their position out far enough, ifthey were, in fact, providing ‘nonobligatory” service to our company, I guesswe were sending nonobligatory checks to them. In short, nobody was“providing “free service over the last 2+ years” as falsely claimed by Empire.As further proof of this, let me offer this quote from an email of 2/**/15 from[redacted] of Empire when I again pressed for a resolution to our problem: “I discourage any futurecommunication between us as this will serve as an official cancellation to ourone year service agreement that expired months ago without a new agreementbeing signed. Furthermore, any intent to slander will be heavily scrutinized bymy attorneys and can all but guarantee a court date.” In a subsequent phone conversationwith the company, I reminded them that this office is a law firm, and that legally,Truth is a complete defense to claims of slander. That’s when they started talking to me again, although itdidn’t accomplish much.It’s almost humorous to read thecompany’s comments about what they refer to as a “waster value” of $1,700 onthe copier. That is because that figure came from Empire itself! (I hadcome up with $1,800, so I guess I’m not so “supremely unqualified” to come upwith that figure as they claimed). They agreed to give me that amount ofcredit if I leased, notpurchased, a larger and - especially with the leasing agreement - much moreexpensive machine from them. ($8,244.00 over 3 years, for a copier which can bepurchased for around $7,500, and which leaves you owning nothing, which is whyI have always purchased my copiers, not leased them). As I wrote to [redacted]

[redacted] on March ** of this year, “. . . this problem represents [redacted]’sfailure to produce a reliable machine, and you failure to be able to serviceit. When you sold it to me, no one said, “”Don’t expect it to actually work!” As for my ability to gauge thelife span of any piece of office equipment, I have been running businesses foralmost 40 years. Longer than Empire has been in business. Longer than most ofthese executives have been alive. Even their version of what repairswere attempted on the machine is, I believe, incorrect. After many servicecalls, and before anything wasreplaced, a representative from [redacted] did come by - - once, not the 3-4 visits claimedby Empire - - and examined the problem, resulting in that company’s supplyingof a tiny new part - not a feeder. That repair worked briefly, but theproblem soon reappeared. It was only then - - well, actually many months later- - that the feeder was actually replaced, and only after many phonecalls and emails from me. Interestingly, it was not until I mentioned that Iwould, if necessary, resort to internet solutions (Revdex.com, review sites, etc.) ifthe problem was not addressed, that the company agreed to get a new feeder.Even that took many months, as Empire and [redacted] apparently argued over whowas responsible for the non-working part. When installed, that feeder alsofailed almost immediately, exhibiting even more problems than the original . Iwas then told by Empire that they were dispatching a new employee - someonewith “30 years of experience” that they had recently hired - - to look at theproblem. He did, for about 5 minutes, at which point he pronounced the copier“unfixable.” The rest of that service call was spent with the tech activatingthe formally unused fax function on one of the smaller machines as the copierin question had served - - when briefly working- - as our main fax machine as well. Empire also falsely represents itsown long-running position in this disagreement. In mid-March, prompted by mysuggestion that I might have to seek other relief for this problem as Empirewas basically treading water and I was left with a large “doorstop” instead ofthe copier I had bought, I was “promised” a call from a [redacted] representativethat was supposed to take place by March **; a call that was supposed to bring[redacted] into this matter. In an email from [redacted] on March **, 2015, I wastold, “Apologies for the delay. We are arranging for the [redacted] rep to giveyou a call and discuss. I followed up with him and was reassured you aregetting a call this week.” That call never happened, which was, in myeyes, the last straw, and prompted me to contact the Revdex.com (where our law firm isalso a member). The company also fails to note my many attempts to get to somesort of settlement between us. I had suggested that the company could providean off-lease copier for a few years to make up for the copier’s failure to workproperly. They refused. They have even refused to answer my request for them toat least remove the machine from our offices.The bottom line is this: if thiscopier had been a car, it would have been judged to be a “lemon” and our moneywould have been returned, or a new car supplied. In this case, we have Empire,as the seller, trying to distance itself from selling a product that their owntechs told us over and over were unreliable (unfortunately after we had bought it), and that various executives at Empireadmitted they were are longer selling. If Empire has a beef with [redacted]over the machine, then it is up to Empire to settle that dispute themselves. Myproblem is with a retailer who sold a faulty machine (although I’m not claimingthey knew that at the time), and now has refused to make good on our loss. As Isaid over and over to the various Empire executives over the past few years, itwas clearly in their interest tosettle this dispute amicably. As the office manager of our firm - - a lawoffice in [redacted] - - I have a lot of contact with other offices in and outof our building, all of whom use copiers. Why Empire would rather have acustomer telling other potential customers that the [redacted] brand had provenunreliable, and that Empire, as their representative, had ultimately walkedaway from the problem, is beyond me.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Empire Digital Products Inc. has been dealing with [redacted] since 2012.Our rebuttals to [redacted]’s arguments are based on documented facts that can be furnished upon request.Our “invented facts” are a product of service closeouts by our authorized team, the [redacted] systems engineer, email chains, and account notations.I’ll address the “entirely false statement” regarding unpaid service fees will be explained and will shed light on the validity of our request.The charges [redacted] is referring to are a costs per click that toner usage is derived from which excludes actual service’s rendered.Part replacements, service calls etc., are an entirely separate charge that we amiably waived for the last 2 years.I am sure, [redacted] in fact has checks and invoices showing payment to Empire Digital Products.However, I encourage, if our statements are “entirely false”, to please post an invoice for Service and parts so we can apologize and proceed accordingly.[redacted] is correct on one front in his revelation of further proof, Mr. Brodsky was incorrect that Breiter and Gura’s Service Agreement expired months ago withouta new agreement being signed.The fact is that this agreement ended YEARS ago without a new agreement being signed.Bringing to light our revelation of proof: Empire Digital Products Inc. provided complimentaryservice to all three machines in [redacted]’s possession for years after there was no written, agreed upon obligation to do so.The agreed upon “waster value” of $1700 was derived by us giving back 95% of our profit to satisfy [redacted] with a machine that is necessary toaccommodate their scanning needs.Mr.Sherber’s statement regarding our proposal to spend $8,244 over three yearswhen it can be purchased for $7,500 is correct.When leasing, bank fees, service, parts, and toner are deducted from the $8244, the a raw cost of the machine is around $6200.Therefore, yes, you can get the machine cheaper. However nothing is included when doing so, resulting in a much higher price when a purchase is executed.No one is questioning the longevity and experience [redacted] has as an office manager.Disregarding the insult regarding of our executive’s age, our rapid growth and success is dictated by how we conduct business ethically, not by attaching a number to“years working” hoping that it adds clout to misrepresentative statements made.I stand by my claim that [redacted]’s Systems Engineer visited 3-4 times: email below explaining such:(full email transcript can be furnished upon request): “Hey [redacted] A fourth visit on this feeder just isn't going to be satisfactory to our client.Why can't we have a replacement?” **Email sent by our Service Manager on June 10th, 2014.The Revdex.com is a forum we take very seriously.As a hard working business owner, you work tirelessly to ensure customer satisfaction on a daily basis.[redacted] will understand the importance of this, as his customers’ needed to use otherforums to dispute actions performed by Breiter and Gura.As their accreditation on Revdex.com was furnished 1/2015.Although we’ve been members since 2012, this is our first dispute that has beensubmitted through Revdex.com and our business practices preserve the unlikeliness offuture postings.The Lemon Law cannot be applied to office equipment however sometimes we wish it would. No one is claiming that you won’t talk to your neighbors regarding your experience however, Empire Digital Products Inc. does not need your assistance in prospecting business.We have shown steady/rapid growth since inception and NOTHING on the horizon suggests it will cease.