Image Source

Initial Business Response /* (1000, 5, 2015/10/09) */
On June 18, *** *** sent a sales email to *** *** following up on a proposal he had sentMr*** responded later that day explaining they would not be working with Image Source to upgrade their copier due to service issues
When *** received this email, since it referenced service problems, he forwarded it to our VP of Service, *** *** After reviewing the service calls and speaking with the technicians who worked on the unit, it appeared as though the unit was working as it was designed, and the problems Mr*** experienced were a result of the machine's capabilities rather than poor performanceTo verify this theory, *** and *** scheduled a conference call with *** to determine his specific concernsIn speaking with Mr*** they discovered the difficulty with the machine was largely attributed to color matching on their marketing materials*** made arrangements to pick up some samples so we could inspect them in personAfter *** picked up the samples, we determined the copier he had (a Xerox 7335) did not have the capabilities to offer the type of color matching MrParmelee neededAs such, *** proposed a unit (Xerox C70) that would be capable of the type of output Mr*** needed
As an additional point of information, on 6/22/*** *** (a Senior Technician who is certified to work on this model) performed a thorough inspection of Mr*** Xerox at *** *** requestWhen *** inspected the machine he found it to be in good working order and operating within the stated manufacturer specificationsThe only problem *** reported was the machine would not replicate the specific color Mr*** wanted exactlyThis limitation of the machine is the exact reason *** Banks proposed the Xerox C70, since it offers a wider spectrum of color matching options
*** and *** had several subsequent conference calls with Mr*** and through all of them *** and *** both provided Mr*** all available information about machine performance, manufacture specifications and lease obligationMr*** seemed frustrated initially during the first conference call, but seemed amicable to the idea of upgrading to a more capable machine once *** and *** explained the situation in its entirety to himIt was surprising Mr*** chose to upgrade with another vendor and on August 11, 2015, Mr*** requested that Image Source pick up and return the *** *** made several unsuccessful attempts to set up a phone call with him to discuss the situation and on August 14, 2015, Mr*** informed *** he was unavailable for a conference callOn August 17, 2015, *** informed him that Image Source would be unable to pick up the unit in question because it was still on an active lease to which *** never received a responseIn this email *** made sure to note that Mr*** could contact him if he had any questions or concerns he would like to speak further aboutAgain, no response was received
Our company has made every effort to work with the customer to resolve this issue as well as to collect payment due for actual usage of the deviceWe have repeatedly informed the customer that we cannot remove the device because it is on an active lease that was not satisfied when they purchased a new device from another vendorThe device belongs to the lender, not to Image Source, and that is the reason that we cannot remove itThe device was never defectiveIt simply was not capable of color matching and that is why our Sales team proposed an alternate device