This matter is now being addressed by Xerox Legal Counsel. There was minimal service history on this machine, below the expected average maintenance. There were two onsite service requests in 2014, both resulted in findings that the issue stemmed,...
not from the hardware of the machine, but from the customer’s network environment. Upon the initial findings in May 2014, Xerox, at no cost to the customer, sent an Analyst onsite to verify the technician’s findings that this was a network issue. The Xerox Analyst confirmed the issue was related to the customer network, not the equipment. There was no further action to be taken by Xerox to resolve the issue.
The customer requested in November of 2014 to have their contract terminated at no penalty due to nonperformance. I explained to her that we do not cancel lease agreements due to non-performance, we repair the unit or replace the unit when necessary. This was not an acceptable resolution to the customer, as they purchased a competitive unit in the meantime and were unwilling/unable to pay two monthly lease agreements. After clearly stating that the only assistance I could provide to this customer, was to place a service call, she agreed. I explained the service call was the only option, as I would need to validate IF there was a need to replace the unit where there was only one service request made on the unit in 2014.
In further efforts to satisfy this customer I engaged the Service and Sales team, but found no further details beyond the information validating this issue sourced from the customer’s network.
All parties involved including the Xerox Analyst and Xerox Service Manager have been engaged to provide background/details to answer the legal requirements of this case, but I anticipate the findings will remain the same. This issue is related to the customer’s network. We do not, at any time, cancel a Xerox lease agreement for non-performance. The Xerox policy is to replace the unit for the term of the lease, as detailed in the signed contract agreement. In this case, replacing the customer’s unit will not correct the problem as the source of the problem is the customer’s network environment. A new Xerox machine would result in the same outcome.
This letter is to acknowledge receipt of your correspondence from [redacted].
Due to Federal Regulations, [redacted] ([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 14 days via [redacted].
[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.
In regards to Revdex.com complaint [redacted] the Xerox customer relations group opened a case almost 2 years ago for this exact issue with the same customer letter/wording . The Revdex.com case # [redacted] was researched and both the customer and senior Xerox managers were...
contacted. The end result was Xerox deems the invoices in question to be valid and payable by the customer. Below are the senior managers comments as well as the CRG rep closing out the case with the customer. Please advise if you require further information.
Complaint: [redacted]
I am rejecting this response because: I was suppose to have link sent to me so that I can enter in zero on the meter reading and it has never been sent.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I responded to their emails last week, and I spoke on the phone with them this morning. I will be happy to provide you with that email and phone record if need be.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Doesn't change the fact that an employee informed us differently, if we had known the above mentioned we would have bought a whole new unit with A DIFFERENT company!!!
Sincerely,
[redacted]
This is in response regarding the above-referenced complaint filed with the Revdex.com (Revdex.com).
Xerox [redacted]. doing business as [redacted] (“[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 [redacted] to maintain servicing, repayment and collection activities on Ms. [redacted]’s student loans. While [redacted] 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 [redacted] 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 $1,666.00 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 time. Please allow credit bureau(s) 45 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.m. to 11:00p.m. ET, at [redacted]. For additional account information, Ms. [redacted] may also visit our website at [redacted].
[redacted] confirmed he resolved the issue himself for the transfer of the funds. He provided feedback on the number he was calling [redacted] would not answer. I have provided feedback to Way2GO Helpdesk to investigate this is a working number and to check the number for quality...
control. I also provided feedback to CRG support staff to investigate our system to ensure we received the Revdex.com complaint as he indicated he filed the complaint on May 9th and never received a response from Xerox. He confirmed the fine print on the instructions didn’t indicate there would be a fee to transfer from the card to the bank. He paid the fee to receive the funds. [redacted] has receive a response from Xerox and was updated that we would share the feedback to the appropriate departments. There are no further actions required and was confirmed with [redacted] he is satisfied.Thank youLaurie C[redacted] Customer Relations Representative Worldwide Quality & Customer Experience Xerox Corporation 400 Main Street, Ste 2040 Saint John NB E2k 4N5 [redacted]
I will escalate this complaint to our [redacted] Customer Care Specialist Elisa [redacted] and cc Card Holder Escalations and will follow up until someone contacts this client.
Complaint: [redacted]
I am rejecting this response because:It is true that I received a call from Xerox customer relations. and it is true that I both didn't want to speak with their representative, and ultimately hung up on her. The only convenient fact that Xerox failed to share in their response is WHY I hung up.I told the woman my company name, she knew our address, and that there have been many service calls to our location. Given that, WHY did I need to stop what I was doing to spend ten minutes of my time to find her our serial number? When I told her that she had the number too, and that she could spend the same amount of time on her end to locate it, she was rude and inflexible so I hung up. No need to apologize here. Is Xerox so incompetent that they can't look a customer's machine up with their name, address, and phone number. Fortunately for us we only have one of their machines, so it should not have been to difficult for her.We have a contract with Xerox to service our machine, and the machine was down for approximately 3 weeks when it broke. It took so long that we called the CEO Ursula B[redacted]' office but that didn't help. There repair service is lousy, as is their customer service! They don't seem to operate trying to meet a service level. Instead, they get around to helping you when they are ready, and not when you need it. I asked her if the machine took three weeks to service, what is the point of having a service contract? She couldn't answer. The fact is that after they "serviced" the machine, it still didn't work.We have had a bad experience with this company!
Sincerely,
[redacted]
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]'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]Mailstop: [redacted]7 * [redacted]Please let me know of additional actions that would be required to resolve for this matter.With regards,[redacted]
Spoke with [redacted] regarding the rebate. He explained the situation. I will be engaging the Rebate Manager for an exception on the rebate. I will follow up with the customer by Friday Sept 18th. I provided my contact information and opened a case with CRG.
The customer was down for about 4 business days in early October when we first decided to replace their machine. When the replacement machine arrived at the local riggers in early November it was dead on arrival so a second replacement had to be processed. They do have a replacement...
machine now but we acknowledge that they were down for 2 months which is longer then normally expected. Accommodations to compensate the customer were processed on Dec 20th, 2016 so this issue is closed.
I called customer [redacted] and received voice mail, I left a message and let her know I read her notes on this escalation and I asked for more details. I asked her to call me back . [redacted] CRG Case #: [redacted]
Complaint: [redacted]
I am rejecting this response because:
I was contacted today. She asked for more time. I am willing to give more time to Xerox to respond. However, the issue has not been resolved yet, and I am still awaiting resolution.
Sincerely,
[redacted]
EllieYour lease was not a loan. There were no interest charges. The XOA/Contract clearly outlined the Lease Minimum Payments, that Maintenance and Supplies, with 5,000 prints each month included. The XOA and Terms & Conditions also are clear in defining this is a “finance lease” under article 2A of the Uniform Commercial Code (not a loan, installment or other arrangement). Thank you [redacted]Customer Relations Representative
Sent this to our inquiry team who processed cancel and credit. I called [redacted] and receive voice mail. I let her know of the cancel and credit.
To whom it may concern,
This matter is now being addressed by Xerox Legal Counsel. There was minimal service history on this machine, below the expected average maintenance. There were two onsite service requests in 2014, both resulted in findings that the issue stemmed,...
not from the hardware of the machine, but from the customer’s network environment. Upon the initial findings in May 2014, Xerox, at no cost to the customer, sent an Analyst onsite to verify the technician’s findings that this was a network issue. The Xerox Analyst confirmed the issue was related to the customer network, not the equipment. There was no further action to be taken by Xerox to resolve the issue.
The customer requested in November of 2014 to have their contract terminated at no penalty due to nonperformance. I explained to her that we do not cancel lease agreements due to non-performance, we repair the unit or replace the unit when necessary. This was not an acceptable resolution to the customer, as they purchased a competitive unit in the meantime and were unwilling/unable to pay two monthly lease agreements. After clearly stating that the only assistance I could provide to this customer, was to place a service call, she agreed. I explained the service call was the only option, as I would need to validate IF there was a need to replace the unit where there was only one service request made on the unit in 2014.
In further efforts to satisfy this customer I engaged the Service and Sales team, but found no further details beyond the information validating this issue sourced from the customer’s network.
All parties involved including the Xerox Analyst and Xerox Service Manager have been engaged to provide background/details to answer the legal requirements of this case, but I anticipate the findings will remain the same. This issue is related to the customer’s network. We do not, at any time, cancel a Xerox lease agreement for non-performance. The Xerox policy is to replace the unit for the term of the lease, as detailed in the signed contract agreement. In this case, replacing the customer’s unit will not correct the problem as the source of the problem is the customer’s network environment. A new Xerox machine would result in the same outcome.
Morning,
This letter is to acknowledge receipt of your correspondence from [redacted].
Due to Federal Regulations, [redacted] ([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 14 days via [redacted].
[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
In regards to Revdex.com complaint [redacted] the Xerox customer relations group opened a case almost 2 years ago for this exact issue with the same customer letter/wording . The Revdex.com case # [redacted] was researched and both the customer and senior Xerox managers were...
contacted. The end result was Xerox deems the invoices in question to be valid and payable by the customer. Below are the senior managers comments as well as the CRG rep closing out the case with the customer. Please advise if you require further information.
Complaint: [redacted]
I am rejecting this response because: I was suppose to have link sent to me so that I can enter in zero on the meter reading and it has never been sent.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I responded to their emails last week, and I spoke on the phone with them this morning. I will be happy to provide you with that email and phone record if need be.
Sincerely,
[redacted]
Opening up Customer Relations Case [redacted] to address customers concern. Katherine R[redacted]Customer Relations Representative Worldwide Quality & Customer Experience 237 Brownlow AveSuite 100Dartmouth, NSB3B 2C6 P ###-###-####F ###-###-####E...
[redacted]@xerox.com [redacted]
Complaint: [redacted]
I am rejecting this response because: Doesn't change the fact that an employee informed us differently, if we had known the above mentioned we would have bought a whole new unit with A DIFFERENT company!!!
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] (“[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 [redacted] to maintain servicing, repayment and collection activities on Ms. [redacted]’s student loans. While [redacted] 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 [redacted] 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 $1,666.00 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 time. Please allow credit bureau(s) 45 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.m. to 11:00p.m. ET, at [redacted]. For additional account information, Ms. [redacted] may also visit our website at [redacted].
Sincerely,
[redacted]
Resolution Management Group
[redacted] confirmed he resolved the issue himself for the transfer of the funds. He provided feedback on the number he was calling [redacted] would not answer. I have provided feedback to Way2GO Helpdesk to investigate this is a working number and to check the number for quality...
control. I also provided feedback to CRG support staff to investigate our system to ensure we received the Revdex.com complaint as he indicated he filed the complaint on May 9th and never received a response from Xerox. He confirmed the fine print on the instructions didn’t indicate there would be a fee to transfer from the card to the bank. He paid the fee to receive the funds. [redacted] has receive a response from Xerox and was updated that we would share the feedback to the appropriate departments. There are no further actions required and was confirmed with [redacted] he is satisfied.Thank youLaurie C[redacted] Customer Relations Representative Worldwide Quality & Customer Experience Xerox Corporation 400 Main Street, Ste 2040 Saint John NB E2k 4N5 [redacted]
I will escalate this complaint to our [redacted] Customer Care Specialist Elisa [redacted] and cc Card Holder Escalations and will follow up until someone contacts this client.
Complaint: [redacted]
I am rejecting this response because:It is true that I received a call from Xerox customer relations. and it is true that I both didn't want to speak with their representative, and ultimately hung up on her. The only convenient fact that Xerox failed to share in their response is WHY I hung up.I told the woman my company name, she knew our address, and that there have been many service calls to our location. Given that, WHY did I need to stop what I was doing to spend ten minutes of my time to find her our serial number? When I told her that she had the number too, and that she could spend the same amount of time on her end to locate it, she was rude and inflexible so I hung up. No need to apologize here. Is Xerox so incompetent that they can't look a customer's machine up with their name, address, and phone number. Fortunately for us we only have one of their machines, so it should not have been to difficult for her.We have a contract with Xerox to service our machine, and the machine was down for approximately 3 weeks when it broke. It took so long that we called the CEO Ursula B[redacted]' office but that didn't help. There repair service is lousy, as is their customer service! They don't seem to operate trying to meet a service level. Instead, they get around to helping you when they are ready, and not when you need it. I asked her if the machine took three weeks to service, what is the point of having a service contract? She couldn't answer. The fact is that after they "serviced" the machine, it still didn't work.We have had a bad experience with this company!
Sincerely,
[redacted]
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]'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]Mailstop: [redacted]7 * [redacted]Please let me know of additional actions that would be required to resolve for this matter.With regards,[redacted]
Spoke with [redacted] regarding the rebate. He explained the situation. I will be engaging the Rebate Manager for an exception on the rebate. I will follow up with the customer by Friday Sept 18th. I provided my contact information and opened a case with CRG.
The customer was down for about 4 business days in early October when we first decided to replace their machine. When the replacement machine arrived at the local riggers in early November it was dead on arrival so a second replacement had to be processed. They do have a replacement...
machine now but we acknowledge that they were down for 2 months which is longer then normally expected. Accommodations to compensate the customer were processed on Dec 20th, 2016 so this issue is closed.
I called customer [redacted] and received voice mail, I left a message and let her know I read her notes on this escalation and I asked for more details. I asked her to call me back . [redacted] CRG Case #: [redacted]
Complaint: [redacted]
I am rejecting this response because:
I was contacted today. She asked for more time. I am willing to give more time to Xerox to respond. However, the issue has not been resolved yet, and I am still awaiting resolution.
Sincerely,
[redacted]
EllieYour lease was not a loan. There were no interest charges. The XOA/Contract clearly outlined the Lease Minimum Payments, that Maintenance and Supplies, with 5,000 prints each month included. The XOA and Terms & Conditions also are clear in defining this is a “finance lease” under article 2A of the Uniform Commercial Code (not a loan, installment or other arrangement). Thank you [redacted]Customer Relations Representative