Initial Business Response /* (1000, 10, 2016/06/09) */
[redacted]
We have reviewed the attached complaint.
[redacted] did indeed...
lease a new machine in late spring 2015 with delivery in early June
of 2015 from ICR Ltd. It was my opinion based on my 25 years industry experience that
her existing [redacted] be retired. Her existing unit was acquired by ICR from the
leasing company as part of the transaction establishing a new lease on an [redacted].
Prior to the installation it became evident upon speaking with the client and her
secretary [redacted], they would like to “go slowly†with implementing the new technology
presented by the new unit. Between being a busy two person office as well as dealing
with time sensitive patient reports it was obvious they would not look favorably on any
disruption in their schedule.
Aiming to please, we agreed to set up the [redacted] parallel to the old [redacted] and
“phase in†the full commissioning of the new unit. The [redacted], now the property of
ICR was not destined for resale, so we saw no issue in following the customer’s wishes.
As these machines serve 4 major office functions, we decided to start with implementing
copy and print. We left her old unit in place so if during the course of using the new one
any problem was encountered they could simply continue to use the old one and
continue on with their busy day. Normally this entire process of commissioning this new
unit including staff training can be completed in under an hour. Unfortunately, due to the
age of [redacted]’s computer network and related software combined with the nature of
her practice, this process was destined to take additional time.
Over a period of weeks we installed the new unit on [redacted]’s network. On many
occasions upon presenting ourselves at the office we were told “today is not a good
dayâ€, [redacted] We saw this as no problem as [redacted]
appeared perfectly happy operating with the old system. On other occasions, we were
not available within their schedule. On one occasion I arrived to find the software
installed on their two person peer to peer network previously had “disappearedâ€
requiring additional hours to reinstall. At another point we arrived to find they had
changed internet service providers requiring additional IT services on our part. For this
entire period of time, the new unit was operational as a copier, printer and scanner but
in use only when I visited the office.
After many weeks similar to above we decided to force the issue and fully implement
the new unit on a Thursday afternoon with their office being closed on Friday. Monday
morning we discovered it was not receiving faxes from “blocked numbersâ€. We
reinstalled the old unit which was as simple as moving a phone cord from one machine
to the next. Upon return I disabled the feature which was dumping “blocked numbersâ€.
Upon implementing the system again, within a day or so we found it was unable to fax
from memory to a select few numbers. Again we reinstalled the old unit. Research led
us to discover the issue to be with the “[redacted]†or similar phone system being
employed at the local regional hospital. Again, we resolved the issue.
Programming issues of the nature portrayed above are not uncommon in our industry
and normally resolved within the first few days of an installation once discovered. In this
case the “go slowly†implementation adopted in [redacted]’s office impeded this and
negatively affected our business relationship.
As of the third week of March 2016 I left [redacted]’s office with the new system fully
operational. I have no knowledge of anything otherwise.
[redacted] after much consideration I visited with [redacted]
[redacted] at the end of March and extended an offer to replace the [redacted] with one
fresh out of box so any “lemon†argument would be off the plate or, if this was not
acceptable to her, with a new in box version of their old machine which, at that time, I
was able to source from a dealer in [redacted]. Both options would come at
considerable cost to ICR, but I felt it important to offer [redacted] a “win†in order to
facilitate the continuation of the business relationship for the next five years. At no time
was it communicated to me that the new [redacted] was not working properly.
After not getting a response to my offer for a number of weeks I dropped back in mid
April to see where we stood and left with no sense of direction after speaking with
[redacted]. Again, it was not communicated to me that the [redacted] was not doing the job
for which it was intended.
The [redacted] currently installed at [redacted]’s office is the property of a leasing
company and not ICR’s to take back unless we were willing to assume the lease, which
we are not. We have invested over 25 man hours at our cost to complete a job that
should have taken no more than two.
In my opinion, the [redacted] is fully capable of doing the job for which it was intended.
ICR has existed for almost 25 years. We have many clients who have been with us from
the beginning. Most have evolved to use our services for every product we provide. In
my opinion we have achieved this by never failing to go the extra mile for our customer.
I fail to see how we could do anything more for this customer.
Sincerely,
[redacted] ([redacted]) [redacted]
[redacted]
Initial Business Response /* (1000, 10, 2016/06/09) */
[redacted]
We have reviewed the attached complaint.
[redacted] did indeed...
lease a new machine in late spring 2015 with delivery in early June
of 2015 from ICR Ltd. It was my opinion based on my 25 years industry experience that
her existing [redacted] be retired. Her existing unit was acquired by ICR from the
leasing company as part of the transaction establishing a new lease on an [redacted].
Prior to the installation it became evident upon speaking with the client and her
secretary [redacted], they would like to “go slowly†with implementing the new technology
presented by the new unit. Between being a busy two person office as well as dealing
with time sensitive patient reports it was obvious they would not look favorably on any
disruption in their schedule.
Aiming to please, we agreed to set up the [redacted] parallel to the old [redacted] and
“phase in†the full commissioning of the new unit. The [redacted], now the property of
ICR was not destined for resale, so we saw no issue in following the customer’s wishes.
As these machines serve 4 major office functions, we decided to start with implementing
copy and print. We left her old unit in place so if during the course of using the new one
any problem was encountered they could simply continue to use the old one and
continue on with their busy day. Normally this entire process of commissioning this new
unit including staff training can be completed in under an hour. Unfortunately, due to the
age of [redacted]’s computer network and related software combined with the nature of
her practice, this process was destined to take additional time.
Over a period of weeks we installed the new unit on [redacted]’s network. On many
occasions upon presenting ourselves at the office we were told “today is not a good
dayâ€, [redacted] We saw this as no problem as [redacted]
appeared perfectly happy operating with the old system. On other occasions, we were
not available within their schedule. On one occasion I arrived to find the software
installed on their two person peer to peer network previously had “disappearedâ€
requiring additional hours to reinstall. At another point we arrived to find they had
changed internet service providers requiring additional IT services on our part. For this
entire period of time, the new unit was operational as a copier, printer and scanner but
in use only when I visited the office.
After many weeks similar to above we decided to force the issue and fully implement
the new unit on a Thursday afternoon with their office being closed on Friday. Monday
morning we discovered it was not receiving faxes from “blocked numbersâ€. We
reinstalled the old unit which was as simple as moving a phone cord from one machine
to the next. Upon return I disabled the feature which was dumping “blocked numbersâ€.
Upon implementing the system again, within a day or so we found it was unable to fax
from memory to a select few numbers. Again we reinstalled the old unit. Research led
us to discover the issue to be with the “[redacted]†or similar phone system being
employed at the local regional hospital. Again, we resolved the issue.
Programming issues of the nature portrayed above are not uncommon in our industry
and normally resolved within the first few days of an installation once discovered. In this
case the “go slowly†implementation adopted in [redacted]’s office impeded this and
negatively affected our business relationship.
As of the third week of March 2016 I left [redacted]’s office with the new system fully
operational. I have no knowledge of anything otherwise.
[redacted] after much consideration I visited with [redacted]
[redacted] at the end of March and extended an offer to replace the [redacted] with one
fresh out of box so any “lemon†argument would be off the plate or, if this was not
acceptable to her, with a new in box version of their old machine which, at that time, I
was able to source from a dealer in [redacted]. Both options would come at
considerable cost to ICR, but I felt it important to offer [redacted] a “win†in order to
facilitate the continuation of the business relationship for the next five years. At no time
was it communicated to me that the new [redacted] was not working properly.
After not getting a response to my offer for a number of weeks I dropped back in mid
April to see where we stood and left with no sense of direction after speaking with
[redacted]. Again, it was not communicated to me that the [redacted] was not doing the job
for which it was intended.
The [redacted] currently installed at [redacted]’s office is the property of a leasing
company and not ICR’s to take back unless we were willing to assume the lease, which
we are not. We have invested over 25 man hours at our cost to complete a job that
should have taken no more than two.
In my opinion, the [redacted] is fully capable of doing the job for which it was intended.
ICR has existed for almost 25 years. We have many clients who have been with us from
the beginning. Most have evolved to use our services for every product we provide. In
my opinion we have achieved this by never failing to go the extra mile for our customer.
I fail to see how we could do anything more for this customer.
Sincerely,
[redacted] ([redacted]) [redacted]
[redacted]