File #: [redacted] Dear Revdex.com, This is in response regarding the above-referenced complaint filed with the Revdex.com (Revdex.com) Xerox [redacted] ***doing business as [redacted] (“***”) serviced two accounts for Ms [redacted] , one Private Educational loan ( [redacted] ) and one Federal Stafford Loan account ( [redacted] ) on behalf of her lender, [redacted] *** [redacted] partnered with *** to maintain servicing, repayment and collection activities on Ms [redacted] ’s student loans While *** remained the primary contact for the servicing activities, Ms [redacted] ’s accounts were owned by [redacted] *** and serviced per their terms and/or federal regulations We received Ms [redacted] ’s request to consider an update to her credit report Please note that *** has transmitted a request to update the information reported to the three major credit bureaus on Ms [redacted] ’s Federal Stafford loan, account [redacted] The trade-line was previously being reported as defaulted and this has since been updated The trade-line is now reflecting as transferred/closed The Private Educational loan, account [redacted] is accurately showing the amount of $1,that was charged-off with [redacted] which is only on [redacted] The other bureaus had placed a freeze on this trade-line Ms [redacted] may contact the bureaus if she has further questions pertaining to the freeze that has been placed In addition, it has been confirmed that there is only one trade-line for each account ( [redacted] and [redacted] ) reporting at this timePlease allow credit bureau(s) days to update their records This response may serve as proof of this action until the credit bureaus update their records As requested, please find attached a copy of Ms [redacted] ’s Promissory Notes and payment histories for both accounts to validate Ms [redacted] ’s loans If Ms [redacted] has any further questions or concerns; she may contact our Borrower Services Department Monday through Friday, 8:00a.mto 11:00p.mET, at [redacted] For additional account information, Ms [redacted] may also visit our website at [redacted] Sincerely, [redacted] Resolution Management Group
Morning, This letter is to acknowledge receipt of your correspondence from [redacted] Due to Federal Regulations, [redacted] (***) requires a signed privacy authorization from the consumer to release any account specific information to a third party Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within days via [redacted] *** *** takes consumer feedback very seriously and we will immediately begin to review this specific situation We appreciate the opportunity to respond and the case will be fully researched Sincerely, Resolution Management Group
[redacted] Inc ( [redacted] ) originally leased this machine on June 26, This customer has been an ongoing problem for the past years The lease is due to expire on June 25, Xerox has bent over backwards to satisfy this customer on numerous occasions, but it has never been enough The request to have this equipment replaced was denied because there is no technical malfunction that requires it to be replaced Several Xerox Technicians, Analysts and Specialists have reviewed the machine on multiple occasions but were unable to find any technical issues that could not be easily resolved I notified [redacted] on multiple occasions between November 21st, and December 15th, that her machine did not qualify for replacement because the machine was performing per specifications I notified [redacted] on December 15th, that the machine did not qualify for replacement due to the fact that it was performing per specifications He demanded at that time to be released from his remaining lease term at no penalty I advised [redacted] that I would pursue his request for Early Contract Termination without penalty, but I first needed him to provide a written request He agreed to email me his request by the end of day on December 15, He did not provide me written notification of his intent to terminate his existing leasing obligation He notified the Revdex.com on December 15, that Xerox would not terminate their existing contract on the machine in question, in the form of this complaint On Friday, January 9th, 2015, [redacted] notified me in writing of his desire to terminate his existing contract with Xerox on this machine I participated in a Conference call that same day to discuss a permanent resolution to this issue There were several levels of Xerox Management from both Technical Service and Sales in participation It was decided that our next step to address this customer is to terminate all current and future business dealings, including the machine referenced in this complaint I have approval to move forward with the termination of this lease but I am consulting Xerox Legal Counsel first, to verify what actions need to be taken prior to processing the paperwork and notifying the customer Expected Resolution: Xerox intends to terminate the existing lease without penalty to this customer and notify [redacted] Inc ( [redacted] ) that Xerox is no longer willing to do business with this customer at this time or any time in the future *
Good afternoon,Thank you for your notice. It appears that Mrs. [redacted] did not receive the voice mail that I left for her on May 27 at 10:35 AM Central. Mr. [redacted] , [redacted] 's spouse, is an employee of [redacted] , which is a Xerox client for which we conducted a dependent eligibility audit. After I spoke with Mrs. [redacted] on May 27 at 10:09AM Central to get the name of Mr. [redacted] 's employer, I reached out to [redacted] , the Xerox project manager for [redacted] Dependent Eligibility Verifications. [redacted] informed me that Mrs. [redacted] 's appeal for coverage was approved on May 7. She also stated that Xerox mailed an approval letter to Mr. [redacted] and submitted a request to [redacted] to reinstate her coverage on May 7. The voice mail that I left on May 27 at 10:35 AM Central included this information and encouraged Mrs. [redacted] to contact [redacted] directly at [redacted] with any further questions. I also indicated that [redacted] may be able to helpful in identifying the proper avenue to verify that [redacted] has re-enrolled Mrs. [redacted] in coverage. ( [redacted] would be responsible to process the re-enrollment in their systems.)I left another voice mail for Mrs. [redacted] this afternoon at 3:54 PM Central indicating that her appeal for coverage was approved last month and asking her to call [redacted] directly at [redacted] for any questions. In addition, the following email was sent to [redacted] this afternoon at 4:29 PM Central. Good afternoon, Ms. [redacted] , I just left you a voice mail at [redacted] in regards to your rejection of Xerox’s response to your complaint to the RevDex.com. Following our conversation on May 27, I reached out to the team that conducted the dependent eligibility verification for [redacted] . I was advised that your appeal requesting reinstatement of coverage was approved as of May 7. The audit team also informed me that they mailed a letter to [redacted] on May 7 to advise of the approval, and Xerox submitted a request to [redacted] to reinstate your coverage at that time. I left you a voice mail on the same morning advising of the approval and asking you to call [redacted] , the Xerox project manager who was in charge of [redacted] ’s Dependent Eligibility Verifications, for any further questions. Per our previous conversation, I have no access to records of [redacted] employees or dependents. However, I would encourage you to contact Ms. [redacted] for any questions you may have in regards to your approval. [redacted] ’s direct phone number is [redacted] Please let me know if you have any further concerns after speaking with Ms. [redacted] . With regards, [redacted] ***, SPHR, PMPStrategic Benefits Manager [redacted] Mails [redacted] ** ***7 * [redacted] Please let me know of additional actions that would be required to resolve for this matter.With regards, [redacted] ***
I spoke with *** *** and confirmed that he is not a customer of Xerox. He is a small business owner and wants some help in setting up some business processes for his company but has received the run-around. It is not profitable for Xerox and we are not interested,
this is the reason he is upset. I did confirm with him that I would contact him on Monday and get him in touch with a sales person, they will tell him personallyPlease consider this case closedThank you and regards*** *** *** *** *** *** *** *** *** ***Corporate Marketing & CommunicationsXerox Corporation *** *** *** *** ** ***
***
[redacted]Per our conversation this morning the $86.00 that was withdrawn from your [redacted] child support card by [redacted] was refunded to your account. Per you statement you no longer have your child support monies deposited to the Xerox [redacted] card but through [redacted]. ...
I will consider your cased closed through Revdex.com but you also stated that you will need a valid username and password to login to the Xerox [redacted] account to pull your transaction history. Please contact me on Monday with a reference number after you contact the customer service line and I will ensure that a password reset is done for you.I apologize for the inconvenience and feel free to contact me with any additional questions or concerns.Regards and thank you. Paulette F[redacted]Certified Lean Six Sigma Green BeltSupplier AnalystNorth American FinanceXerox Corporation800 Phillips RoadWebster, NY 14580
Complaint: [redacted]
I am rejecting this response because: I do not...
receive a single, recorded, voicemail message. Please call me during normal business hours, Monday through Friday 8:30 am until 5:00 pm PST (Please note I will be out of the office July 3rd as it is a legal holiday).
Sincerely,
[redacted]
The customer has decided to go with another vendor and wanted to cancel the lease. Xerox will not cancel the lease but will allow the customer to buy the machine at any point in the contract. The customer was not happy with the fact they had to purchase the machine. After...
contacting the customer and explaining the process they will store the machine for the remainder of the term with our competitor paying the lease payments and upon completion of the lease we will remove the machine with no additional charges
1041/ 0941 I called customer [redacted] and let him know I was calling from Xerox customer relations - customer did not want to talk to me, did not want to provide me serial number and hung up on me. I searched all of our systems to attempt and locate a Serial number. but had no luck. closing as...
Complaint: [redacted]
I am rejecting this response because: We were down for 3 months, and credited for our lease cost during that time. This issue is by no means resolved for us, as Xerox used sales leverage tactics to try to persuade us to "fix" our copier by buying another lease. We were told, over and over again, despite the printer being completely down, that if we bought a new machine, "all our problems would go away." So they withheld service continually, trying to get us to sign a new lease. It's outrageous behavior. They have very fancy, Ivy-League educated attorneys on their Ethics team. You'd think they would take a look at how they do business and change it up. Our office was in chaos while the printer was down, and it was their own technicians who stripped the unit of it's scanning capability, which is the heart of our business. We were forced to buy a small printer/scanner and pay for IT to connect it, just to keep going. This has been a terrible experience for our Park District, and I hope no one else goes through what we did. They had to replace our original printer twice. Now we are literally counting the days until we can give back this current machine in July, and hopefully never see a Xerox printer again.
Sincerely,
[redacted]
Hello, [redacted] has made several attempts to contact [redacted] without success. If [redacted] contacts the Revdex.com regarding her [redacted] card please ask her to call James at ###-###-####. Thank you.
of contract - Xerox response and Inquiry closure
Mr. [redacted],Thank you for your note below. I have discussed your situation with a collection manager, however, neither of us can assist you at this time. It is unfortunate that your family and business is going through a difficult period with the unforeseen loss of income. However, we must reiterate that we will not be putting your contract in default at this time, nor are we able to honor your request to remove the equipment. We trust that you understand our position in this matter.
I will be closing my case at this time and would like to thank you for the opportunity to address your concerns. We do encourage you to use the [redacted] for its intended purpose so that your business can experience the productivity and value of the equipment. We are optimistic that you will be pleased with your choice to partner with Xerox.
Regards,[redacted]
I have contacted the customer and left several messages. I also sent email to customer to discuss. I received a call today 11/18 and have spoken with the customer [redacted] and [redacted]. I am waiting on information they are forwarding to [redacted] to investigate further.
Thank...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. What do I need to do from here to ensure the machine is replaced? Will it be delivered and when?
Sincerely,
[redacted]
[redacted] Inc ([redacted]) originally leased this
machine on June 26, 2010. This customer has been an ongoing problem for
the past 4.5 years. The lease is due to expire on June 25, 2015.
Xerox has bent over backwards to satisfy this customer on numerous...
occasions,
but it has never been enough. The request to have this equipment replaced
was denied because there is no technical malfunction that requires it to be
replaced. Several Xerox Technicians, Analysts and Specialists have
reviewed the machine on multiple occasions but were unable to find any
technical issues that could not be easily resolved.
I notified [redacted] on multiple occasions between
November 21st, 2014 and December 15th, 2014 that her
machine did not qualify for replacement because the machine was performing per
specifications. I notified [redacted] on December 15th, 2014
that the machine did not qualify for replacement due to the fact that it was
performing per specifications. He demanded at that time to be released from
his remaining lease term at no penalty.
I advised [redacted] that I would pursue his request
for Early Contract Termination without penalty, but I first needed him to
provide a written request. He agreed to email me his request by the end
of day on December 15, 2014. He did not provide me written notification
of his intent to terminate his existing leasing obligation. He notified
the Revdex.com on December 15, 2014 that Xerox would not terminate
their existing contract on the machine in question, in the form of this
complaint.
On Friday, January 9th, 2015, [redacted] notified me in writing of his desire to terminate his existing contract with
Xerox on this machine. I participated in a Conference call that same day
to discuss a permanent resolution to this issue. There were several
levels of Xerox Management from both Technical Service and Sales in
participation. It was decided that our next step to address this customer
is to terminate all current and future business dealings, including the machine
referenced in this complaint. I have approval to move forward with the
termination of this lease but I am consulting Xerox Legal Counsel first, to
verify what actions need to be taken prior to processing the paperwork and notifying
the customer.
Expected Resolution: Xerox intends to terminate the
existing lease without penalty to this customer and notify [redacted] Inc
([redacted]) that Xerox is no longer willing to do business with this
customer at this time or any time in the future. *
Complaint: [redacted]
I am rejecting this response because: Xerox continues to use the fact that I used 80lb paper back in July as the excuse for the printer not printing properly however I have attempted to use REGULAR 20LB paper and labels to print (as I told Sheila G[redacted] over the phone as well as several other reps I've spoken to) and the printer leaves the EXACT SAME STREAKING MARKS! When the tech was sent out in November he printed a black and white sheet of paper and told my employee that the machine was working properly WHICH AGAIN WAS NOT ACCURATE!!! When I first began contacting Xerox back in June, my machine was still under warranty as I purchased in October of 2015 and it came with a year warranty. The unfortunate part about all of this is Xerox sent tech after tech after tech our to my establishment to fix the printer all the way up until the warranty ran out (how ironic) but neither of them fixed it. No matter how many parts they changed. With that said, I'm prepared to rettain an attorney and fight this tooth and nail!!
Sincerely,
[redacted]
File #: [redacted] Dear Revdex.com, This is in response regarding the above-referenced complaint filed with the Revdex.com (Revdex.com) Xerox [redacted] ***doing business as [redacted] (“***”) serviced two accounts for Ms [redacted] , one Private Educational loan ( [redacted] ) and one Federal Stafford Loan account ( [redacted] ) on behalf of her lender, [redacted] *** [redacted] partnered with *** to maintain servicing, repayment and collection activities on Ms [redacted] ’s student loans While *** remained the primary contact for the servicing activities, Ms [redacted] ’s accounts were owned by [redacted] *** and serviced per their terms and/or federal regulations We received Ms [redacted] ’s request to consider an update to her credit report Please note that *** has transmitted a request to update the information reported to the three major credit bureaus on Ms [redacted] ’s Federal Stafford loan, account [redacted] The trade-line was previously being reported as defaulted and this has since been updated The trade-line is now reflecting as transferred/closed The Private Educational loan, account [redacted] is accurately showing the amount of $1,that was charged-off with [redacted] which is only on [redacted] The other bureaus had placed a freeze on this trade-line Ms [redacted] may contact the bureaus if she has further questions pertaining to the freeze that has been placed In addition, it has been confirmed that there is only one trade-line for each account ( [redacted] and [redacted] ) reporting at this timePlease allow credit bureau(s) days to update their records This response may serve as proof of this action until the credit bureaus update their records As requested, please find attached a copy of Ms [redacted] ’s Promissory Notes and payment histories for both accounts to validate Ms [redacted] ’s loans If Ms [redacted] has any further questions or concerns; she may contact our Borrower Services Department Monday through Friday, 8:00a.mto 11:00p.mET, at [redacted] For additional account information, Ms [redacted] may also visit our website at [redacted] Sincerely, [redacted] Resolution Management Group
Morning, This letter is to acknowledge receipt of your correspondence from [redacted] Due to Federal Regulations, [redacted] (***) requires a signed privacy authorization from the consumer to release any account specific information to a third party Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within days via [redacted] *** *** takes consumer feedback very seriously and we will immediately begin to review this specific situation We appreciate the opportunity to respond and the case will be fully researched Sincerely, Resolution Management Group
[redacted] Inc ( [redacted] ) originally leased this machine on June 26, This customer has been an ongoing problem for the past years The lease is due to expire on June 25, Xerox has bent over backwards to satisfy this customer on numerous occasions, but it has never been enough The request to have this equipment replaced was denied because there is no technical malfunction that requires it to be replaced Several Xerox Technicians, Analysts and Specialists have reviewed the machine on multiple occasions but were unable to find any technical issues that could not be easily resolved I notified [redacted] on multiple occasions between November 21st, and December 15th, that her machine did not qualify for replacement because the machine was performing per specifications I notified [redacted] on December 15th, that the machine did not qualify for replacement due to the fact that it was performing per specifications He demanded at that time to be released from his remaining lease term at no penalty I advised [redacted] that I would pursue his request for Early Contract Termination without penalty, but I first needed him to provide a written request He agreed to email me his request by the end of day on December 15, He did not provide me written notification of his intent to terminate his existing leasing obligation He notified the Revdex.com on December 15, that Xerox would not terminate their existing contract on the machine in question, in the form of this complaint On Friday, January 9th, 2015, [redacted] notified me in writing of his desire to terminate his existing contract with Xerox on this machine I participated in a Conference call that same day to discuss a permanent resolution to this issue There were several levels of Xerox Management from both Technical Service and Sales in participation It was decided that our next step to address this customer is to terminate all current and future business dealings, including the machine referenced in this complaint I have approval to move forward with the termination of this lease but I am consulting Xerox Legal Counsel first, to verify what actions need to be taken prior to processing the paperwork and notifying the customer Expected Resolution: Xerox intends to terminate the existing lease without penalty to this customer and notify [redacted] Inc ( [redacted] ) that Xerox is no longer willing to do business with this customer at this time or any time in the future *
Good afternoon,Thank you for your notice. It appears that Mrs. [redacted] did not receive the voice mail that I left for her on May 27 at 10:35 AM Central. Mr. [redacted] , [redacted] 's spouse, is an employee of [redacted] , which is a Xerox client for which we conducted a dependent eligibility audit. After I spoke with Mrs. [redacted] on May 27 at 10:09AM Central to get the name of Mr. [redacted] 's employer, I reached out to [redacted] , the Xerox project manager for [redacted] Dependent Eligibility Verifications. [redacted] informed me that Mrs. [redacted] 's appeal for coverage was approved on May 7. She also stated that Xerox mailed an approval letter to Mr. [redacted] and submitted a request to [redacted] to reinstate her coverage on May 7. The voice mail that I left on May 27 at 10:35 AM Central included this information and encouraged Mrs. [redacted] to contact [redacted] directly at [redacted] with any further questions. I also indicated that [redacted] may be able to helpful in identifying the proper avenue to verify that [redacted] has re-enrolled Mrs. [redacted] in coverage. ( [redacted] would be responsible to process the re-enrollment in their systems.)I left another voice mail for Mrs. [redacted] this afternoon at 3:54 PM Central indicating that her appeal for coverage was approved last month and asking her to call [redacted] directly at [redacted] for any questions. In addition, the following email was sent to [redacted] this afternoon at 4:29 PM Central. Good afternoon, Ms. [redacted] , I just left you a voice mail at [redacted] in regards to your rejection of Xerox’s response to your complaint to the RevDex.com. Following our conversation on May 27, I reached out to the team that conducted the dependent eligibility verification for [redacted] . I was advised that your appeal requesting reinstatement of coverage was approved as of May 7. The audit team also informed me that they mailed a letter to [redacted] on May 7 to advise of the approval, and Xerox submitted a request to [redacted] to reinstate your coverage at that time. I left you a voice mail on the same morning advising of the approval and asking you to call [redacted] , the Xerox project manager who was in charge of [redacted] ’s Dependent Eligibility Verifications, for any further questions. Per our previous conversation, I have no access to records of [redacted] employees or dependents. However, I would encourage you to contact Ms. [redacted] for any questions you may have in regards to your approval. [redacted] ’s direct phone number is [redacted] Please let me know if you have any further concerns after speaking with Ms. [redacted] . With regards, [redacted] ***, SPHR, PMPStrategic Benefits Manager [redacted] Mails [redacted] ** ***7 * [redacted] Please let me know of additional actions that would be required to resolve for this matter.With regards, [redacted] ***
I spoke with *** *** and confirmed that he is not a customer of Xerox. He is a small business owner and wants some help in setting up some business processes for his company but has received the run-around. It is not profitable for Xerox and we are not interested,
this is the reason he is upset. I did confirm with him that I would contact him on Monday and get him in touch with a sales person, they will tell him personallyPlease consider this case closedThank you and regards*** *** *** *** *** *** *** *** *** ***Corporate Marketing & CommunicationsXerox Corporation *** *** *** *** ** ***
***
*** *** from Xerox Customer Relations is looking into this matter and will follow up with the customer-
Case #: ***
[redacted]Per our conversation this morning the $86.00 that was withdrawn from your [redacted] child support card by [redacted] was refunded to your account. Per you statement you no longer have your child support monies deposited to the Xerox [redacted] card but through [redacted]. ...
I will consider your cased closed through Revdex.com but you also stated that you will need a valid username and password to login to the Xerox [redacted] account to pull your transaction history. Please contact me on Monday with a reference number after you contact the customer service line and I will ensure that a password reset is done for you.I apologize for the inconvenience and feel free to contact me with any additional questions or concerns.Regards and thank you. Paulette F[redacted]Certified Lean Six Sigma Green BeltSupplier AnalystNorth American FinanceXerox Corporation800 Phillips RoadWebster, NY 14580
Complaint: [redacted]
I am rejecting this response because: I do not...
receive a single, recorded, voicemail message. Please call me during normal business hours, Monday through Friday 8:30 am until 5:00 pm PST (Please note I will be out of the office July 3rd as it is a legal holiday).
Sincerely,
[redacted]
The customer has decided to go with another vendor and wanted to cancel the lease. Xerox will not cancel the lease but will allow the customer to buy the machine at any point in the contract. The customer was not happy with the fact they had to purchase the machine. After...
contacting the customer and explaining the process they will store the machine for the remainder of the term with our competitor paying the lease payments and upon completion of the lease we will remove the machine with no additional charges
1041/ 0941 I called customer [redacted] and let him know I was calling from Xerox customer relations - customer did not want to talk to me, did not want to provide me serial number and hung up on me. I searched all of our systems to attempt and locate a Serial number. but had no luck. closing as...
customer hung up on me .
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We were down for 3 months, and credited for our lease cost during that time. This issue is by no means resolved for us, as Xerox used sales leverage tactics to try to persuade us to "fix" our copier by buying another lease. We were told, over and over again, despite the printer being completely down, that if we bought a new machine, "all our problems would go away." So they withheld service continually, trying to get us to sign a new lease. It's outrageous behavior. They have very fancy, Ivy-League educated attorneys on their Ethics team. You'd think they would take a look at how they do business and change it up. Our office was in chaos while the printer was down, and it was their own technicians who stripped the unit of it's scanning capability, which is the heart of our business. We were forced to buy a small printer/scanner and pay for IT to connect it, just to keep going. This has been a terrible experience for our Park District, and I hope no one else goes through what we did. They had to replace our original printer twice. Now we are literally counting the days until we can give back this current machine in July, and hopefully never see a Xerox printer again.
Sincerely,
[redacted]
Hello, [redacted] has made several attempts to contact [redacted] without success. If [redacted] contacts the Revdex.com regarding her [redacted] card please ask her to call James at ###-###-####. Thank you.
Complaint: [redacted]
I am rejecting this response because:
They are brushing this off and not resolving any of the issues.
Sincerely,
[redacted]
corporate Xerox is already working this issue. Xerox Rep who is working this is [redacted], her latest entry in this case is: EMAIL to customer :
From: [redacted] Sent: Wednesday, June 03, 2015 8:34 AMTo: [redacted]Cc: [redacted]Subject: RE: cancellation...
of contract - Xerox response and Inquiry closure
Mr. [redacted],Thank you for your note below. I have discussed your situation with a collection manager, however, neither of us can assist you at this time. It is unfortunate that your family and business is going through a difficult period with the unforeseen loss of income. However, we must reiterate that we will not be putting your contract in default at this time, nor are we able to honor your request to remove the equipment. We trust that you understand our position in this matter.
I will be closing my case at this time and would like to thank you for the opportunity to address your concerns. We do encourage you to use the [redacted] for its intended purpose so that your business can experience the productivity and value of the equipment. We are optimistic that you will be pleased with your choice to partner with Xerox.
Regards,[redacted]
I have contacted the customer and left several messages. I also sent email to customer to discuss. I received a call today 11/18 and have spoken with the customer [redacted] and [redacted]. I am waiting on information they are forwarding to [redacted] to investigate further.
Thank...
you
[redacted] [redacted] Xerox Corporation [redacted]
[redacted] Tel: ###-###-#### Fax ###-###-####
A check for the amount of $279.96 was issued to the customer and he has confirmed that he received it. Lise
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. What do I need to do from here to ensure the machine is replaced? Will it be delivered and when?
Sincerely,
[redacted]
[redacted] Inc ([redacted]) originally leased this
machine on June 26, 2010. This customer has been an ongoing problem for
the past 4.5 years. The lease is due to expire on June 25, 2015.
Xerox has bent over backwards to satisfy this customer on numerous...
occasions,
but it has never been enough. The request to have this equipment replaced
was denied because there is no technical malfunction that requires it to be
replaced. Several Xerox Technicians, Analysts and Specialists have
reviewed the machine on multiple occasions but were unable to find any
technical issues that could not be easily resolved.
I notified [redacted] on multiple occasions between
November 21st, 2014 and December 15th, 2014 that her
machine did not qualify for replacement because the machine was performing per
specifications. I notified [redacted] on December 15th, 2014
that the machine did not qualify for replacement due to the fact that it was
performing per specifications. He demanded at that time to be released from
his remaining lease term at no penalty.
I advised [redacted] that I would pursue his request
for Early Contract Termination without penalty, but I first needed him to
provide a written request. He agreed to email me his request by the end
of day on December 15, 2014. He did not provide me written notification
of his intent to terminate his existing leasing obligation. He notified
the Revdex.com on December 15, 2014 that Xerox would not terminate
their existing contract on the machine in question, in the form of this
complaint.
On Friday, January 9th, 2015, [redacted] notified me in writing of his desire to terminate his existing contract with
Xerox on this machine. I participated in a Conference call that same day
to discuss a permanent resolution to this issue. There were several
levels of Xerox Management from both Technical Service and Sales in
participation. It was decided that our next step to address this customer
is to terminate all current and future business dealings, including the machine
referenced in this complaint. I have approval to move forward with the
termination of this lease but I am consulting Xerox Legal Counsel first, to
verify what actions need to be taken prior to processing the paperwork and notifying
the customer.
Expected Resolution: Xerox intends to terminate the
existing lease without penalty to this customer and notify [redacted] Inc
([redacted]) that Xerox is no longer willing to do business with this
customer at this time or any time in the future. *
Complaint: [redacted]
I am rejecting this response because: Xerox continues to use the fact that I used 80lb paper back in July as the excuse for the printer not printing properly however I have attempted to use REGULAR 20LB paper and labels to print (as I told Sheila G[redacted] over the phone as well as several other reps I've spoken to) and the printer leaves the EXACT SAME STREAKING MARKS! When the tech was sent out in November he printed a black and white sheet of paper and told my employee that the machine was working properly WHICH AGAIN WAS NOT ACCURATE!!! When I first began contacting Xerox back in June, my machine was still under warranty as I purchased in October of 2015 and it came with a year warranty. The unfortunate part about all of this is Xerox sent tech after tech after tech our to my establishment to fix the printer all the way up until the warranty ran out (how ironic) but neither of them fixed it. No matter how many parts they changed. With that said, I'm prepared to rettain an attorney and fight this tooth and nail!!
Sincerely,
[redacted]