Keefe Commissary Network Sales

Good afternoon,The contract between Michigan DOC and Access Corrections ended when Michigan DOC did not renew the contract with Access CorrectionsAccess Corrections did not terminate the contractIt was not Access Corrections’ decision.? Access Corrections service to MI DOC facilities thus ended and JPay took over those servicesThere is no agreement between Access Corrections and JPay to collaborate on these servicesThus Access Corrections cannot provide further services to MI DOCAs a courtesy, Access Corrections provided security timers to be set for years so that residents may enjoy the use of their players longerAfter reviewing [redacted] ? ?" [redacted] ?" account we show that the MPplayer was issued on 11/22/2010.? The manufacture warranty time frame for Michigan DOC is days from the date it is issued.Thank you.?

Good afternoonAccess Corrections and [redacted] is not responsible for the transition to a new music vendor.? The Department of Corrections made this decisionWe have complied with all directives given to us from the DOC.? It is the sole decision of the Florida Department of CorrectionsIt is not the decision of Access Corrections'For requests for refund and answers about accessing music purchased, please contact Florida Department of CorrectionsThank you

Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ Contact Name and Title: Access Corrections - Rep Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @accesscorrections.com Good afternoon, After reviewing [redacted] - XXXXX, account we show that the songs Mr [redacted] is referencing have been delivered and received We appreciate Mr [redacted] business and will continue to honor our commitment to provide the best customer service we canThank you Thank you for choosing Access Corrections

Initial Business Response / [redacted] (1000, 5, 2015/10/01) */ Contact Name and Title: Access Corrections - Rep Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @accesscorrections.com Good afternoon, After reviewing [redacted] - XXXXXX, complaint in reference to his player being denied being repaired Access Corrections has a procedure in place for issues with any MP3/MPplayer The inmate should make the representative at the facility aware of the issue with the player and usually they have a form the inmates fill out and submit to Access Corrections Access Corrections will then review the inmate's player and conduct a software review of the player The player will be reviewed by our review team and if the player is unable to be recovered and is within the warranty period, Access Corrections will replace the player free of charge Our system does not show where Mr [redacted] has sent his player in for review If Mr [redacted] would like Access Corrections to review the player, please have Mr [redacted] fill out a tech form and submit it to Access Corrections to have the player reviewed Thank you We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we can Thank you Thank you for choosing Access Corrections

Good afternoonAfter reviewing [redacted] ?" [redacted] ?" account we show that the MPplayer was issued on 3/11/13.? The manufacturer’s warranty time frame for Florida DOC is days from the date it is issued.? Our records show that Mr [redacted] sent his player in to be reviewed twice since it was issuedOn 10/30/it was reviewed and was recoveredOn 11/21/it was reviewed againThe player would not connect to update its firmware and could not be recoveredIt was then shipped back as-isThroughout extensive testing, there has been no evidence to date that kiosks disable playersHowever, because FL DOC is ending its contract with [redacted] very soon, as a courtesy, we will accept the player again for reviewHowever, because the player is four years old, if it cannot be recovered, no refund or exchange will take place.? Thank you

Good afternoon,? After reviewing [redacted] ?" [redacted] - media account our system shows that all songs have been delivered and received onto his playerHowever we are very willing to review and research the issue more thoroughly if Mr [redacted] will forward us a list of all the songs that are missing by title and artist minimallyAccess Corrections does not offer refunds that cannot be confirmed? We have appreciated Mr [redacted] ’s business and will continue to honor our commitment to provide the best customer service we can.? Thank you.? Thank you for choosing Access Corrections

Dear [redacted] ,We received your complaints in regards to missing itemsPer the facility agreement? residents are allowed to inspect all packages before signing off on themIf you have any missing items from your package, please have your facility contact us and we will gladly replace or refund all missing items.? Thanks again for choosing Access Securepak

Good afternoon, After reviewing [redacted] ***’s account we show that the MPplayer was issued on 10/4/ The manufacture warranty time frame for Florida DOC is days from the date it is issued Our records show that Mr [redacted] sent his player in to be reviewed on 2/19/and on the same day Access Corrections shipped the player back with a letter stating that we were unable to recover the playerService notes for the return of the player does not mention any “kiosk damage”Our system records do not mention any “kiosk damage” as well nor have we received any written communication from Mr [redacted] that states the kiosk has damaged his playerDespite considerable research into the issue of whether kiosks damage players, to date Access Corrections cannot confirm that they doAccess Corrections will attempt to recover any player purchased from Access Corrections to residents of Florida DOC free of charge no matter when the player was purchased Thank youThe warranty covers software and function defects for the player or ear buds Physically damaged items cannot be returned, exchanged or refunded When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge Warranty expiration dates vary by the DOCWe appreciate Mr***’s business and will continue to honor our commitment to provide the best customer service we can Thank you Thank you for choosing Access Corrections

Good afternoon, After reviewing [redacted] – [redacted] – account we show that the MPplayer was issued on 11/13/ The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr [redacted] sent his player in to be reviewed on 12/5/and on 12/6/Access Corrections shipped the player back with a letter stating that we were unable to recover the player and was out of warrantyThe player would not turn back on after multiple attempts after reflashingThank youThank you for choosing Access Corrections

I have spoken to the Account Manager for the facility of the complainant We haven't received any complaints on the cooler from the facility itself Below is the manufacturer's information[redacted] Chicago, IL Thanks

Contact Name and Title: Access Corrections - Rep Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @accesscorrections.com Good afternoon, After reviewing [redacted] - XXXXXX, account we show that the MPplayer was issued on 9/29/ The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr [redacted] sent the player in on 11/23/to be review by Access Corrections On 11/29/Access Corrections shipped Mr [redacted] player back stating that Access Corrections was able to recover the player On 1/15/Mr [redacted] sent in the player to be reviewed On 1/22/Access Corrections shipped the player back recovered On 3/11/Mr [redacted] sent his player in again to be reviewed On 3/18/Access Corrections sent player back with a letter stating Access Corrections was unable to repair the player Access Corrections will attempt to review any player purchased from Access free of charge no matter when the player was purchased The warranty covers software and function defects for the MP3/MPplayers or earbuds Physically damaged items cannot be returned, exchanged or refunded When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge Warranty expiration dates vary by the DOC We appreciate Mr [redacted] 's business and will continue to honor our commitment to provide the best customer service we can Thank you Thank you for choosing Access Corrections

Initial Business Response / [redacted] (1000, 5, 2016/02/18) */ Contact Name and Title: Access Corrections - Rep Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @accesscorrections.com Good afternoon, After reviewing [redacted] - XXXXXX, account we show that the MPplayer was issued on 12/28/The manufacture warranty time frame for Michigan DOC is days from the date it is issuedOur records show that Mr [redacted] sent his player in to be reviewed on 3/19/and on 3/27/Access Corrections shipped the player back recoveredMr [redacted] sent his player in to be reviewed on 1/19/and on 2/1/Access Corrections shipped the player back with a letter stating that we were unable to recover the playerAccess Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchasedThank you The warranty covers software and function defects for the player or ear budsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty expiration dates vary by the DOC We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we canThank you Thank you for choosing Access Corrections

Initial Business Response / [redacted] (1000, 5, 2016/02/25) */ Contact Name and Title: Access Corrections - Rep Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @accesscorrections.com Good afternoon, After reviewing [redacted] - XXXXXXX, complaint in reference to videos being removed from his MPplayer without noticeAccess Correction does not have videos that we download onto the playersThe only video is a Life skills videoAnd after reviewing the account of Mr [redacted] we do see the Life skills video on the playerThank you We appreciate Mr [redacted] business and will continue to honor our commitment to provide the best customer service we canThank you Thank you for choosing Access Corrections

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ Contact Name and Title: Access Corrections - Rep Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @accesscorrections.com Good afternoon, After reviewing [redacted] - XXXXXX, account we show that the MPplayer was issued on 12/7/The manufacture warranty time frame for Michigan DOC is days from the date it is issuedOur records show that Mr [redacted] sent his player in on several occasions and we were able to recover the playerAccess Corrections will attempt to recover any player purchased from Access free of charge no matter when the player was purchased The warranty covers software and function defects for the MP3/MPplayers or earbudsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty expiration dates vary by the DOC We appreciate Mr [redacted] business and will continue to honor our commitment to provide the best customer service we canThank you Thank you for choosing Access Corrections

Dear [redacted] ,Our records show a replacement cd was shipped on 03/16/shortly after we received your returned cd back.We do apologize for any inconvenience.? Please note the manufacturers offers a warranty after our 30-day.Thanks again for choosing Access Securepak

? Good afternoon,? After reviewing [redacted] ?" [redacted] ?" account, we show that the MPplayer was issued on 7/27/2009.? The manufacture warranty time frame for Michigan DOC is days from the date it is issued.? Our records show that Mr [redacted] sent his player in to be reviewed most recently on 8/25/and on 8/31/Access Corrections shipped the player back with a letter stating that we were unable to recover the player.? Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased.? Thank you.? The warranty covers software and function defects for the player or ear buds.? Physically damaged items cannot be returned, exchanged or refunded.? When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge.? Warranty expiration dates vary by the DOC.? We appreciate Mr***’ business and will continue to honor our commitment to provide the best customer service we can.? Thank you.? Thank you for choosing Access Corrections.?

Good afternoon,? After reviewing [redacted] ?" [redacted] ?" account we show that the MPplayer with s/n [redacted] was issued on 6/19/14.? The manufacture warranty time frame for Michigan DOC is days from the date it is issued.? Our records show that Mr [redacted] sent his player in to be reviewed on 1/6/and on 7/15/Each time Access Corrections shipped the player ?" documented - back with a letter stating that we were unable to recover the playerOn 8/4/we received a player from Mr [redacted] with the serial number of [redacted] Again our service team tried to recover this player too but could notIt too was out of warrantyIt was shipped back with a letter stating that we were unable to recover itOur system shows that it belonged to [redacted] who had sent it in for review last on 3/12/It could not be recovered then and was out of warrantyIt was shipped back ?" documented - on 3/19/It was not returned until Mr [redacted] returned it on RA# ***.? Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased.? Thank you.? The warranty covers software and function defects for the player or ear buds.? Physically damaged items cannot be returned, exchanged or refunded.? When the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no charge.? Warranty expiration dates vary by the DOC.? We appreciate Mr [redacted] ’s business and will continue to honor our commitment to provide the best customer service we can.? Thank you.? Thank you for choosing Access Corrections

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ Contact Name and Title: Access Corrections - Rep Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @accesscorrections.com Good afternoon, After reviewing [redacted] - TXXXXX complaint in reference to the kiosk machine destroying the MPplayerThe kiosk would not have destroyed Mr***'s MPplayerIf this was the case we would have had many situations with this issue because of all of the other inmates connecting to the same kioskOur system shows the player was issued on 9/20/13, the warranty period is days from the issue dateMr [redacted] has sent his player in on occasions, 2/4/we were able to recover the playerOn 11/12/and 12/22/Mr [redacted] sent the player in for review on both of those occasions Access Corrections was unable to recover the playerAccess Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchasedThank you The warranty covers software and function defects for the player or ear budsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty expiration dates vary by the DOC We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we canThank you Thank you for choosing Access Corrections Final Business Response / [redacted] (4000, 14, 2016/02/25) */ Good afternoon, After reviewing [redacted] - TXXXXX, complaint in reference to Access Corrections not repairing his MPplayerMr***'s player was reviewed by our review team and they confirmed the player had water damageAccess Corrections is unable to repair, refund or exchange the water damaged player The warranty covers software and function defects for the player or ear budsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty expiration dates vary by the DOC We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we canThank you Thank you for choosing Access Corrections

? Good afternoon,? We have reviewed [redacted] ?" [redacted] ?" Revdex.com issueOur system shows that the MPplayer concerned was issued on 10/29/2009.? The manufacture warranty time frame for Michigan DOC is days from the date it is issued thus this player’s warranty expired quite some time agoOur records show that Mr [redacted] sent his player in to be reviewed six times since he purchased it and Access Corrections was able to recover it except for the last time on 3/28/Our system shows that he purchased a new player that was initialized on 6/26/We have yet to receive any issues concerning the new playerConcerning Mr***’s report on not receiving the right songs, we have not received any written report on any song issuesMr [redacted] should contact his facility representative and report the issues he’s having with his songsThe facility will then forward the issue to us and we will be happy to review the complaintThank you.? We appreciate Mr***’s business and will continue to honor our commitment to provide the best customer service we can.? Thank you.? ? ?

Hello Mr***,Access Corrections apologizes that the redelivery of the song track, "Shut Up 'n Play Yer Guitar" by Frank Zappa is not resolving the issue of downloading and playing the song track.With these failed attempts, we must ask for your assistance in resolving the issue with this song track.? Please locate the song track in your file manager folder of your player.? Whether it shows up as "Shut Up 'n Play Yer Guitar" or by file number 1074784067, please mark the track for deletion.? This will delete the track from your player when you connect to the music kiosk.? From there; you should still be able to see the track in your file manager, as the track is part of your purchase history.? Locate the track again and mark it for reorder.? Connect to the kiosk and the song will be redelivered from our master library.These actions eliminates the possibility that the track as stored on the kiosk is corrupt.? It also eliminates any issues with download from kiosk to player.? These actions will force the kiosk to pull the track from our master library and deliver that copy of the song track, as opposed to the track as stored on the kiosk currently.This is the best option for resolve this issue.? We wish we could do more remotely, and appreciate your assistance in taking the above actions