Initial Business Response / [redacted] (1000, 15, 2015/04/02) */ I am responding to the allegations from Mr [redacted] of the [redacted] ***., located on [redacted] , **, that Pinnacle Office Solutions Limited had misrepresented who we are and what services we can supplyBack in September I had approached Mr [redacted] with intent to sell an [redacted] (envelope printer) through our conversation he had informed me that he was also looking at a [redacted] ( [redacted] ) offered by [redacted] Business Equipment, and was not sure on what machine he was going to go forward withKnowing he was looking at a [redacted] I had told Mr [redacted] that I may be able to source a [redacted] Mr [redacted] agreed, I had sourced a product for him out of [redacted] and through extensive conversation with the supplier felt very comfortable knowing we would be able to service this accountAt that time, I presented a proposal to Mr [redacted] with a price on the product that had come in almost half of the other suppliers bidHe accepted the offer and I made arrangements to have the product delivered to his officeAt no time did I ever tell Mr [redacted] that Pinnacle Office Solutions Limited was an authorized [redacted] dealerAs for warranty, Pinnacle Office Solutions Limited has and will continue to warrant any product that we sell for the term of the lease contractAs with any warranty we do not cover misuse, abuse, vandalism, fire, smoke, water damage, power surges, theft or operating the equipment outside the manufactures specificationsMonths went by, customer purchased ink from us was using equipment the only issue Mr [redacted] had expressed was that the machine could not print # envelopes two color in a single pass, we had expressed to Mr [redacted] that this function was not available on this unit as per the specifications of the manufacturerWe then confirmed this by talking to our supplier [redacted] Mr [redacted] states in his claim that he has full support from the leasing company to cancel this deal, I have spoken to [redacted] and this is not trueI have attached an email from [redacted] I have spoken to Mr [redacted] and gave him my assurance that we would do all that is necessary to ensure his equipment operates within the parameters of the manufactures specifications for the term of the leaseI have even brought in outside service assistance to go over the machine in full to make sure all was perfectly set up and running properly at no cost to Mr [redacted] I have also provided Mr [redacted] with a service commitment (please see attached) This only shows are dedication to servicing our customers [redacted] Yours Truly, [redacted] Owner Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just finished reading the response from [redacted] of Pinnacle Office Solutions and the following are my comments; Yes, back in September [redacted] talked to me about an [redacted] and I told him I wanted a [redacted] and I had already talked to [redacted] about it and he then told me that he could could get me oneMy response was, and I quote, "Oh, I didn't know you guys carried [redacted] products" and his response was, and I quote, "Oh yes, we sell everything!"This comment left us with the impression that Pinnacle was a [redacted] dealer and thus gave us a sense of security that we were buying from a [redacted] dealer and thus would reap all the benefits that come along with buying a product from a dealer with regards to warranty, parts, supplies and serviceFeeling confident that Pinnacle was an authorized [redacted] dealer we told [redacted] to do up an offer on a machine and we would consider itAt a later date, he came back to our office with an offer on a DEMO model [redacted] printer with minimal use on it that was approximately $less than the brand new one we were considering buying from [redacted] , not HALF the price as Mr [redacted] claims, so obviously we were interested and told him that if he could get a Leasing company to lease it to us without a personal guarantee, we had a dealA day or two later he contacted us and said he had a lease in his hand for us to sign and he wanted to get together [redacted] came by the office, we went over the deal and we went ahead and signed the papersWe then aked him when we would get the machine and he said in about 1-weeks which was fine to us and he then said that he would call [redacted] in [redacted] and get the ball rollingUnfortunately he did not clarify or inform us that " [redacted] in [redacted] " was not " [redacted] " whom we thought he was getting the machine from, but it was a [redacted] dealer in [redacted] named [redacted] This also led us to believe that Pinnacle was an authorized [redacted] dealerMr [redacted] used to work for the local "EXCLUSIVE" dealer for [redacted] products, [redacted] and should have known that [redacted] had exclusive rights to sell [redacted] products in [redacted] and [redacted] would have known this too, yet he went ahead and sold us this machine knowing he did not have the right to do so [redacted] Our contention is that we should have been told up front by Mr [redacted] that Pinnacle WAS NOT an authorized dealer for ***, we should have been told that the machine he sold us was years old and would NOT come with a warranty from [redacted] because had we known this, we certainly would not have bought the machine [redacted] I have had several conversations with the local representative from [redacted] , Mr [redacted] about this situation and although he made no promises to us and our desire to return this machine and cancel our lease, he did tell me that had [redacted] known all of the above issues, they would feel very insecure about this purchase and he would do whatever he can to help us resolve this situation relative to getting out of this deal with PinnacleAs for our issues with this machine, the fact that it could not print #envelopes was not the ONLY issueWe also had registration and color separation issues, the wrong print driver was installed and certain critical pieces of software did not work as wellI made a service call about the envelope issue and after weeks with no response from Pinnacle, I made another, finally talked to someone and waited another week before getting an answerThis is hardly the type of technical service I would expect, in fact in all my years dealing with service departments for my many machines, I have never waited more than hours for serviceAfter a heated meeting with Mr [redacted] about all of the above issues, I told him that I wanted to return the machine and have our lease cancelledHe told me that he would have a QUALIFIED service technician from [redacted] flown down from [redacted] to correct the issues, which I told him wasn't necessary because I no longer wanted the machine and his response was "don't worry my buddy, I'll take care of you"A week or two later I get a call from [redacted] informing me that a [redacted] technician was on the way and he came in and corrected all correctable issuesI allowed the [redacted] to do this at this because we needed the machine working to complete jobs and since we were paying over $per month in lease payments for the machine and not knowing how long it would take to resolve our dispute with Pinnacle, we figured why not have the machine working as it should As for the Service Agreement which is very vague in its meaning and comes with absolutely NO GUARANTEES whatsoever and is certainly NOT a WARRANTY, which incidentally we would have gotten from [redacted] along with support from [redacted] It basically says that Pinnacle will do their best to take care of our needsWell, what happens if their best isn't good enough and where would we go from there? Last week I was told by [redacted] that my machine was "flagged" by the [redacted] Service department and that absolutely NO service assistance or firmware updates will be provided by them because the machine was not purchased from an authorized dealerFurthermore, [redacted] , the company Pinnacle purchased the machine from is prohibited by [redacted] from offering Pinnacle any service assistance with this machine and is no longer allowed to supply them with parts or supplies for our machineTherefore, how is Pinnacle supposed to get parts and supplies for us in the future when their SOURCE has been banned from supplying them with those items? In closing, we feel that we have very valid concerns and the best solution for all parties and the RIGHT and HONORABLE solution going forward is for Pinnacle to take back the machine, cancel the lease and allow us to purchase the same machine from an authorized dealer which would give us the warranty and security we thought we were getting and SHOULD have gotten as well as the ability to obtain parts, service, supplies and the extended support from [redacted] Technical Support if needed Sincerely, [redacted] Final Business Response / [redacted] (4000, 19, 2015/04/15) */ In reply to Mr [redacted] of [redacted] ***., Pinnacle Office Solutions Limited will not accept return of the equipment and lease cancellation we sold the [redacted] with no misrepresentations on our part to [redacted] ***customer has had equipment since October, and with the most recent purchase of ink from us on April 7, we can only assume that [redacted] ***continues to use this equipmentIt is our contention to honour our service commitment to [redacted] ***as previously statedAt this time we have no further response to this complaint Thank you, [redacted] Final Consumer Response / [redacted] (4200, 21, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it disappointing and unacceptable that Mr [redacted] is unwilling to address this issue in an honourable fashion and has decided to ignore all of our concernsTo date, I haven't even received a phone call from him since lodging this complaint to try and reach a suitable resolution that satisfies both parties [redacted] Of course we have been using this machine, WHY NOT? After all we are paying over $per month in lease payments for it and just because we are in a dispute with Pinnacle Office Solutions doesn't mean we are not going to use a machine that works, we have a use for and are paying for [redacted] As stated before, our concern is not the condition of the machine BUT the lack of GUARANTEED warranty, service and availability of supplies and parts in the futureThe following is an email I received from [redacted] , National Sales Manager for [redacted] on April 8, that confirms our concerns with regards to the ability of Pinnacle Office Solutions to provide us with the necessary Service, Parts and Supplies that from what I understand are sourced to them by the company that sourced them the machine, [redacted] -------- [redacted] It is our contention that Mr [redacted] should have made it very clear to us that he was NOT an authorized [redacted] dealer and in turn should have made us (the consumer) aware of the risks involved in buying this machine from an unauthorized dealer because had we known all this we would have paid a little more to purchase this machine from an AUTHORIZED dealer In closing, we do not accept Mr [redacted] 's resolution to this issue because he has offered none, in fact, he has simply chosen to ignore our concerns which is totally unacceptable Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 15, 2015/04/02) */ I am responding to the allegations from Mr [redacted] of the [redacted] ***., located on [redacted] , **, that Pinnacle Office Solutions Limited had misrepresented who we are and what services we can supplyBack in September I had approached Mr [redacted] with intent to sell an [redacted] (envelope printer) through our conversation he had informed me that he was also looking at a [redacted] ( [redacted] ) offered by [redacted] Business Equipment, and was not sure on what machine he was going to go forward withKnowing he was looking at a [redacted] I had told Mr [redacted] that I may be able to source a [redacted] Mr [redacted] agreed, I had sourced a product for him out of [redacted] and through extensive conversation with the supplier felt very comfortable knowing we would be able to service this accountAt that time, I presented a proposal to Mr [redacted] with a price on the product that had come in almost half of the other suppliers bidHe accepted the offer and I made arrangements to have the product delivered to his officeAt no time did I ever tell Mr [redacted] that Pinnacle Office Solutions Limited was an authorized [redacted] dealerAs for warranty, Pinnacle Office Solutions Limited has and will continue to warrant any product that we sell for the term of the lease contractAs with any warranty we do not cover misuse, abuse, vandalism, fire, smoke, water damage, power surges, theft or operating the equipment outside the manufactures specificationsMonths went by, customer purchased ink from us was using equipment the only issue Mr [redacted] had expressed was that the machine could not print # envelopes two color in a single pass, we had expressed to Mr [redacted] that this function was not available on this unit as per the specifications of the manufacturerWe then confirmed this by talking to our supplier [redacted] Mr [redacted] states in his claim that he has full support from the leasing company to cancel this deal, I have spoken to [redacted] and this is not trueI have attached an email from [redacted] I have spoken to Mr [redacted] and gave him my assurance that we would do all that is necessary to ensure his equipment operates within the parameters of the manufactures specifications for the term of the leaseI have even brought in outside service assistance to go over the machine in full to make sure all was perfectly set up and running properly at no cost to Mr [redacted] I have also provided Mr [redacted] with a service commitment (please see attached) This only shows are dedication to servicing our customers [redacted] Yours Truly, [redacted] Owner Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just finished reading the response from [redacted] of Pinnacle Office Solutions and the following are my comments; Yes, back in September [redacted] talked to me about an [redacted] and I told him I wanted a [redacted] and I had already talked to [redacted] about it and he then told me that he could could get me oneMy response was, and I quote, "Oh, I didn't know you guys carried [redacted] products" and his response was, and I quote, "Oh yes, we sell everything!"This comment left us with the impression that Pinnacle was a [redacted] dealer and thus gave us a sense of security that we were buying from a [redacted] dealer and thus would reap all the benefits that come along with buying a product from a dealer with regards to warranty, parts, supplies and serviceFeeling confident that Pinnacle was an authorized [redacted] dealer we told [redacted] to do up an offer on a machine and we would consider itAt a later date, he came back to our office with an offer on a DEMO model [redacted] printer with minimal use on it that was approximately $less than the brand new one we were considering buying from [redacted] , not HALF the price as Mr [redacted] claims, so obviously we were interested and told him that if he could get a Leasing company to lease it to us without a personal guarantee, we had a dealA day or two later he contacted us and said he had a lease in his hand for us to sign and he wanted to get together [redacted] came by the office, we went over the deal and we went ahead and signed the papersWe then aked him when we would get the machine and he said in about 1-weeks which was fine to us and he then said that he would call [redacted] in [redacted] and get the ball rollingUnfortunately he did not clarify or inform us that " [redacted] in [redacted] " was not " [redacted] " whom we thought he was getting the machine from, but it was a [redacted] dealer in [redacted] named [redacted] This also led us to believe that Pinnacle was an authorized [redacted] dealerMr [redacted] used to work for the local "EXCLUSIVE" dealer for [redacted] products, [redacted] and should have known that [redacted] had exclusive rights to sell [redacted] products in [redacted] and [redacted] would have known this too, yet he went ahead and sold us this machine knowing he did not have the right to do so [redacted] Our contention is that we should have been told up front by Mr [redacted] that Pinnacle WAS NOT an authorized dealer for ***, we should have been told that the machine he sold us was years old and would NOT come with a warranty from [redacted] because had we known this, we certainly would not have bought the machine [redacted] I have had several conversations with the local representative from [redacted] , Mr [redacted] about this situation and although he made no promises to us and our desire to return this machine and cancel our lease, he did tell me that had [redacted] known all of the above issues, they would feel very insecure about this purchase and he would do whatever he can to help us resolve this situation relative to getting out of this deal with PinnacleAs for our issues with this machine, the fact that it could not print #envelopes was not the ONLY issueWe also had registration and color separation issues, the wrong print driver was installed and certain critical pieces of software did not work as wellI made a service call about the envelope issue and after weeks with no response from Pinnacle, I made another, finally talked to someone and waited another week before getting an answerThis is hardly the type of technical service I would expect, in fact in all my years dealing with service departments for my many machines, I have never waited more than hours for serviceAfter a heated meeting with Mr [redacted] about all of the above issues, I told him that I wanted to return the machine and have our lease cancelledHe told me that he would have a QUALIFIED service technician from [redacted] flown down from [redacted] to correct the issues, which I told him wasn't necessary because I no longer wanted the machine and his response was "don't worry my buddy, I'll take care of you"A week or two later I get a call from [redacted] informing me that a [redacted] technician was on the way and he came in and corrected all correctable issuesI allowed the [redacted] to do this at this because we needed the machine working to complete jobs and since we were paying over $per month in lease payments for the machine and not knowing how long it would take to resolve our dispute with Pinnacle, we figured why not have the machine working as it should As for the Service Agreement which is very vague in its meaning and comes with absolutely NO GUARANTEES whatsoever and is certainly NOT a WARRANTY, which incidentally we would have gotten from [redacted] along with support from [redacted] It basically says that Pinnacle will do their best to take care of our needsWell, what happens if their best isn't good enough and where would we go from there? Last week I was told by [redacted] that my machine was "flagged" by the [redacted] Service department and that absolutely NO service assistance or firmware updates will be provided by them because the machine was not purchased from an authorized dealerFurthermore, [redacted] , the company Pinnacle purchased the machine from is prohibited by [redacted] from offering Pinnacle any service assistance with this machine and is no longer allowed to supply them with parts or supplies for our machineTherefore, how is Pinnacle supposed to get parts and supplies for us in the future when their SOURCE has been banned from supplying them with those items? In closing, we feel that we have very valid concerns and the best solution for all parties and the RIGHT and HONORABLE solution going forward is for Pinnacle to take back the machine, cancel the lease and allow us to purchase the same machine from an authorized dealer which would give us the warranty and security we thought we were getting and SHOULD have gotten as well as the ability to obtain parts, service, supplies and the extended support from [redacted] Technical Support if needed Sincerely, [redacted] Final Business Response / [redacted] (4000, 19, 2015/04/15) */ In reply to Mr [redacted] of [redacted] ***., Pinnacle Office Solutions Limited will not accept return of the equipment and lease cancellation we sold the [redacted] with no misrepresentations on our part to [redacted] ***customer has had equipment since October, and with the most recent purchase of ink from us on April 7, we can only assume that [redacted] ***continues to use this equipmentIt is our contention to honour our service commitment to [redacted] ***as previously statedAt this time we have no further response to this complaint Thank you, [redacted] Final Consumer Response / [redacted] (4200, 21, 2015/04/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it disappointing and unacceptable that Mr [redacted] is unwilling to address this issue in an honourable fashion and has decided to ignore all of our concernsTo date, I haven't even received a phone call from him since lodging this complaint to try and reach a suitable resolution that satisfies both parties [redacted] Of course we have been using this machine, WHY NOT? After all we are paying over $per month in lease payments for it and just because we are in a dispute with Pinnacle Office Solutions doesn't mean we are not going to use a machine that works, we have a use for and are paying for [redacted] As stated before, our concern is not the condition of the machine BUT the lack of GUARANTEED warranty, service and availability of supplies and parts in the futureThe following is an email I received from [redacted] , National Sales Manager for [redacted] on April 8, that confirms our concerns with regards to the ability of Pinnacle Office Solutions to provide us with the necessary Service, Parts and Supplies that from what I understand are sourced to them by the company that sourced them the machine, [redacted] -------- [redacted] It is our contention that Mr [redacted] should have made it very clear to us that he was NOT an authorized [redacted] dealer and in turn should have made us (the consumer) aware of the risks involved in buying this machine from an unauthorized dealer because had we known all this we would have paid a little more to purchase this machine from an AUTHORIZED dealer In closing, we do not accept Mr [redacted] 's resolution to this issue because he has offered none, in fact, he has simply chosen to ignore our concerns which is totally unacceptable Sincerely, [redacted]