FP Mailing Solutions

Horrific product and worse customer service.

Initial Business Response /* (1000, 5, 2015/06/18) */
The issue has been resolved directly with the business.

Initial Business Response /* (1000, 5, 2015/09/04) */
The matter is being addressed directly with the business.

We found FP online and had a rep call us and upon our conversation he stated they were better than [redacted] which we was original going with but Tim [redacted] made it very clear we would get a just as good quality machine for half the price which was 15.95 and that it would be good for our business. Upon receiving it and setting it up we realized it's the biggest joke of a machine ever and yes for someone needing it at home sure no problem. But Tim should have never offered the MyMail to a business because you can only do one at a time and it makes so much noise that you don't even want to use it because its quicker to manually put a stamp on each one. However when I called only having it for a couple days they tell us in order to get a real business stamp machine its going to cost 30.00 which is still more than we would have paid with [redacted] and won't even let us out the 12 month so we can go with a company that will actually send a worthy machine that we can use.

The issue has been resolved directly with the business.

Initial Business Response /* (1000, 6, 2014/10/16) */
Attached is the correspondence between the sales rep,[redacted] and the business[redacted] Within that correspondence you have the product brochure explaining the features of the postage meter as well as the contract for the meter. The terms...

and conditions of the postage meter are also attached. The business called in months ago regarding the equipment and the contract, and all had been explained to them at that time however they had elected to return the equipment.
The letter received by the business is from a collection agency as it was assigned to the agency for non-payment earlier this year; and once an account is assigned to collections all communication must cease between the two parties. The agency is a separate entity from FP that is collecting on the outstanding balance that is owed.
While the business had all of the information at hand to make an informed decision regarding the product before entering into a contract, they claim to have made an error. Yes, the invoicing the business had received is for the full contracted term of the meter, but the business was not charged the return processing fee. Admittedly the business is not without fault in this instance either as they had entered into the contract willingly, had FP create an account for them with the USPS, program and ship a meter with their account information as well. All of these have costs associated with them, costs that are made up over the term of an agreement however the sudden refusal to honor the agreement on the end of the business is less than professional. FP will contact the agency and inform them that the matter has been resolved if the business would honor part of the agreement and cover the cost of shipping and refurbishing the equipment in the amount of $150.00.

Stamp machine went down, they are closed for one week and will delay a new machine being shipped out for replacement.
Ii have no other choice then to wait for one week. it is the busy time of the year and they have me over a barrel, because I have 12 months of a contract to be completed. This is unacceptable for a company not to provide service, like they advertise. that they provide customer service 5 days a week.
I would not recommend this company to anyone.

Initial Business Response /* (1000, 5, 2014/07/17) */
The day prior to the business filing the complaint, FP's AR Department had called and spoke with Bonnie regarding the account and balance owed being $0.00. A follow up call was made today, July 17, 2014 to both Bonnie and Jerome to...

inquire as to the issue at hand and to confirm that they know the balance owed is $0.00 to which FP's Representative was met with coarse language.
It is uncertain as to why this report / complaint was filed when the desired resolution of the business had already been achieved when speaking directly to our office prior to its filing. FP can take no action on the account as this was not a business that is a FP customer, now or at the time of the complaint.

After being long time customers we needed to upgrade our meter as we got rid of our fax line and the old meter did not have other postage loading options. I should preface this by saying that while we were OK with the meter it was not as user friendly as the competitor machine we previously had and customer service has always been mediocre. However, they really raised the bar on poor service recently. The sales person I spoke to was quick to send a new upgrade contract with a longer term than we discussed. I asked him to correct it which he did. We sent in a contract and I asked him to confirm when we would get our new meter. He simply told me we'd be notified when it shipped. Then nothing for weeks. I sent a follow up e-mail about two weeks after we sent in the contract. No reply. I left messages. No reply. I finally asked customer service to send me to his manager. I spoke with the manager who promised to look into it and get back to me that same day. And then nothing. I had to call for three days before I could reach him. He did apologize and told me the order was entered in very late. He said they would get it shipped out next day and sent me tracking. And... you guessed it, nothing. More phone calls and e-mails but no response from them. I finally asked customer service to transfer me to the managers manager and had to leave a voice mail. Still nothing. That was a week ago. Our meter stopped working (even though postage was loaded) because it had been 'offline' too long. The customer service rep said she didn't see any orders entered and we would just have to find a fax line we could hook it up to and do a $0 reset. I've literally wasted hours on this. Soon enough the meter will run out of postage and we will have nothing. I cannot imagine how my issue could be escalated up the management chain twice with absolutely no reply. Your company may be considering FP Mailing because their prices are so low but I would advise you to run the other way. It is definitely not worth it.

The accounts appear to be properly linked and able to download postage, moreover the representative will follow up with the...

business.

Initial Business Response /* (1000, 7, 2014/06/03) */
FP had offered to exchange the postage meter for the business, and this would be at no cost to the business - the shipment of the new meter and a return label would have been sent to return the current meter, on a number of occasions as...

well as troubleshoot all of their concerns. The business refused exchanges on April 17, 2013; April 25, 2013; August 16, 2013; and October 28, 2013 confirming that they were able to successfully operate the meter and there was no need for an exchange. On April 25, 2013 our office received a letter from an attorney representing the business stating that they would endeavor to cancel the contract at the end of 90 days due to the errors experienced and so the business was contacted on April 25, 2013 and they had confirmed that the jamming issue experienced had been resolved as they were feeding the envelopes too quickly on their end.
A refusal of an exchange or resolution in order to work through an issue does not negate a contract. The business had conveyed that the postage meter was operational when asked and it was confirmed that the business was able to successfully download postage; so the meter was being used. On November 8 and again on November 13, 2013 the business had contacted our office requesting the procedure for cancellation of their account. This was being done seven (7) months after the letter from the attorney representing the business was received as the business had since then communicated several times that the meter had been working properly by refusing the exchange and continuing to use the meter for months after said notice had lapsed.
When the business inquired about the termination of their contract on November 13, 2013 they were informed that they were under a three year term and would be billed out for the full term if the equipment were returned prior to the end of the term. Again, FP had offered an exchange to their equipment but the business stated that they were not interested and that they would be returning the equipment.
Since that time The business has indicated to our accounting department that they would not pay any of the invoices in which they are responsible, and so the account has been assigned to a collection agency.
Initial Consumer Rebuttal /* (3000, 9, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The explanation from this business is a total fabrication and preposterous. They did not offer to exchange the postage meter. We did not ever refuse an exchange of the machine or refuse service. The company failed to respond to our numerous requests for service. Their customer service is almost nonexistent. Our position was set forth in writing by our attorney to the company after numerous attempts to get the company to rectify the problem with the machine. Attached are two letters from our attorney that went completely ignored. The company is now simply constructing a narrative from whole cloth that supports their position. It is telling that they have no correspondence between us to substantiate the conversations they say to place. On the other hand, our attorney's letters contradict their unsupported rendition of events. Why didn't they contact our attorney in response to his letters to explain their position? We wanted nothing but a workable postage meter. Had they offered to rectify the situation as they claim, we would have accepted that offer. Paragraph 10(c) of the lease says that if the company fails to cure a breach within 90 days, we may cancel the lease. A copy of the terms and conditions of the lease is attached. We had every right to terminate the lease, because the company failed to provide us with a working machine or to rectify the problems brought to their attention after 90 days. We look forward to our day in court with them.
Final Business Response /* (4000, 11, 2014/06/13) */
Attached is a copy of the contract signed by the business (page 1) as well as the Terms and Conditions that cover the agreement - the Terms and Conditions that the business attached are not the current terms that were agreed upon as they are not part of the contract and subsequently have no merit. Page one of the contract clearly states that the Terms and Conditions are located http://www.fp-usa.com/terms-conditions/ and those Terms are attached (pages 2 - 6). As stated in Section 10 - the agreement is non-cancellable during the initial term.
The business states that they would have wanted a working meter, and as a service provider FP would have wanted to ensure that they had a working meter. Being that, it is uncertain as to why employees of the business would verify the equipment was in working order and others would maintain that it would not function properly when an exchange of the unit at no cost to the business would have incontrovertibly ruled out any issue with the individual unit. The final page of the attachment shows the usage of the business - and does show that they were able to reset the meter for postage in February, May, and July as well as a zero reset in October confirming that the meter did in fact function and the meter used as historical usage suggests.
FP would like to come to a resolution with the business; a credit had been issued for one quarter while trying to work through the issues and no return processing fee had been assessed, FP will further reduce the $1,290.70 to $350.00.

We have attempted to reach the business, and will continue to do so, in order to discuss the account and bring this to...

resolution.

Initial Business Response /* (1000, 5, 2015/10/14) */
The invoice has been waived and the account closed.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/10/17) */
Even today our Customer Care Manager spoke to[redacted] who had confirmed that she was pushing the buttons correctly however she had refused to physically go to the meter to walk through the steps. When our Customer Care Manager had then...

said that she would process an exchange for the equipment, something that is no charge to the business, [redacted] had refused. [redacted] had indicated that she did not have the confidence in the accurate weight being calculated in a 9x12 piece due to the proximity of the scale to the base of the meter - FP has tens of thousands of businesses utilizing this meter none of which experience this issue. However, the business was offered the option of different equipment both today by our Customer Service Manager as well as two other representatives, the correspondence with one is attached.
FP requests that the business troubleshoot while at the meter or accept the exchange as that is at no cost to them. If the meter type is a concern to them, another option has been made available and the offer still stands. However, should the business elect to return the equipment they will be held to the terms and conditions of their contract.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I think it's quite telling that FP finds it necessary to force a business to become a customer instead of doing business in a manner that would attract customers. Their competition offers a free test period [redacted] 30 days)for a business to determine if the equipment is appropriate to its needs. But FP offered no such test period.
On Sept 11th sales rep [redacted] contacted me saying that the T-1000 that I was using had been replaced by the MyMail Max and I needed to exchange machines as soon as possible. The new machine would cost the same as the old one. After struggling with the machine for several weeks, I called her back to say that I wasn't happy with the machine and wanted to return it. She told me that there would be an early termination fee and transferred me to [redacted]. Ms[redacted] told me that it was my mistake in accepting the MyMail machine because the proper replacement for the T-1000 was the PB20 which, of course, would cost more, and the termination fee would be the full cost of the 3 yr contract. Which sales rep am I supposed to believe or is this bait & switch? Ms [redacted] later followed up with the email that FP has attached to their response. It gave the same push the buttons instructions that I had already received over the phone from the other customer service reps, and now suggested that I switch to a different machine.
When[redacted] called on Oct 17th I did not walk to the machine to push the buttons for the fourth time because I had already stood at the machine and pushed the buttons 3 prior times with 3 separate customer service reps. Each one telling me that there couldn't possibly be something wrong with the machine. [redacted] finally admitted that it didn't sound as if the machine was working properly. But my only recourse was to get another machine because I was locked into a contract. I told her that replacing a defective MyMail machine with a working MyMail machine was still not a solution for my business. When we weighed 9x12 and 10x13 envelopes they drooped over the sides of the scale onto the top of the machine, and I was not sure that I was getting an accurate weight.
My experience with this machine and the various agents has been so unpleasant that I would rather not deal with this company in the future. I would like to return the machine and pay just for the time that I've struggled with it, which is now in its second month.
Final Business Response /* (4000, 9, 2014/10/24) */
An alternative meter was offered due to the reluctance of the business to troubleshoot the meter and their uncertainty that their mail pieces were being weighed properly - so it is based on the preference of the business that was indicated. There is a cost difference between the equipment that the business has and the equipment that was proposed, and the difference is $1.05 per month. Should the business want to move forward with the change in equipment type, the monthly price would remain at what was offered however to cover the increase in monthly cost as well as time spent by the business, FP will credit the business three months free rental. A return label will be sent with the new meter so the current meter can be returned at no cost to the business. The new meter and term would supersede the current one in place.
Should the business elect to not change their equipment type FP will exchange the current meter, which is done at no cost to the business. Again, a return label will be sent with the new meter so the current meter can be returned at no cost to the business. As this is a meter that calculates US Postage, the rate will certainly calculate the weight properly when used correctly. Furthermore, FP will credit the past month's invoice as a courtesy to the business.

Initial Business Response /* (1000, 5, 2014/05/30) */
FP had offered a number of times to exchange the postage meter for the business, and this would be at no cost to the business - the shipment of the new meter and a return label would have been sent to return the current meter. The...

business refused both the exchange as well as to troubleshoot the issue with the postage meter. A refusal to work through an issue and being given new equipment does not negate their contract. The meter had worked until the USPS had changed the software requirement which required a download through an Ethernet line similar to downloading postage. The business would have needed to complete this download in order to continue to operate the postage meter as required by the Terms and Conditions of their contract by the USPS. FP is willing to return the equipment and issue a credit for the unused time with the meter to get the business running again.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After numerous times in calling customer service, we did not get a resolution as to why we were having the issues with the machine in the first place. We follow all of the instructions in which customer service rep told us to do over the phone. We would explain the issue that we were having every time we called. We got the same instructions over and over again. We feel that no one took the time to try to figure out why we having the issues in the first place. In the lease agreement should be a clause to state if any issues or problems no fault of anyone to allow a company to get out of the lease of the equipment. We did not want to continue doing business with the company due to the negative experience that we received.
Final Business Response /* (4000, 17, 2014/07/21) */
There is no distinction to the business as to whether a meter is new or refurbished as stated in the contract; FP, as the manufacturer, is the owner of the equipment and no individual business would be able to own the meter / PSD as it has the ability to print US Currency. Should there have been fault due to the performance of the equipment this situation would be of a different matter, however the business was required to perform certain functions and provide the correct connection in order for the meter to operate. Moreover the business had refused an exchange, part of the service that is provided at no cost to the business, that would have allowed for further assessment and ability to troubleshoot the presumed error. Despite this, FP has still offered a reduced settlement amount for the business' contracted period.
Final Consumer Response /* (4200, 11, 2014/06/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not acceptable. We did everyting the customer service told us to do. Nothing work at all. We follow every instruction that was given to us. The company keeps on replying with the same answers over again.

Initial Business Response /* (1000, 5, 2015/07/20) */
The issue was resolved directly with the business.

Initial Business Response /* (1000, 5, 2015/07/23) */
We are working directly with the business to both find a resolution, and ensure their needs are met.

We apologize as no mention of a lack of meter function was made when we had talked with the business. The...

overall operation of the meter was discussed as well as an opportunity to change out the equipment to a different model to fulfill the term of the agreement. The option was declined and the business returned the equipment, which resulted in the invoicing for the full contract term. The business has been contacted by FP and offered a resolution to close the account.
 
Regarding the return of postage, FP is a pass-through for postage. Postage funds are held by the [redacted], and the [redacted] requires a signed letter from the business requesting the exact amount of postage to be returned. FP submits the requests to the [redacted]; the processing of the request and return of the postage may take 4 to 6 weeks. This process is already underway and the business will receive the remaining postage balance of $55.23 from the [redacted].