Keefe Commissary Network Sales

Initial Business Response /* (1000, 8, 2016/01/04) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, account we show that the MPplayer was issued on
1/10/ The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr*** sent his player in to be reviewed on several occasions Access Corrections was able to recover the player on two occasions The last two times the player would not connect to our recovery tool 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***'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 *** *** * ***, account we show that the MPplayer was issued
on 4/1/10. The manufacture warranty time
frame for Michigan DOC is days from the date it is issued. Our records show that Mr*** has never sent
his player
in to be reviewedAccess
Corrections will attempt to recover any player purchased from Access Corrections
free of charge no matter when the player was purchased. If Mr*** would like Access Corrections
to review the player, please reference RA#***. 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***’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 /* (1000, 5, 2015/12/04) */
Dear *** ***,
We show no record of a return package however
At management request, we have issued a full refund for order #XXXXXX.Please allow our agents to assist you in the future when you call inWe are always more than happy to
do whatever it takes for our customersWe apologize for any inconvenienceThanks again for your choosing Access Securepak

Initial Business Response /* (1000, 5, 2015/06/03) */
Inmate *** at South unit in Florence has received disciplinary as direct result to his behavior at the storeHe is an indigent inmate and by DOC's policies can only receive certain items once a monthHe orders them every week and tells our
staff that we are stealing from him because he does not get the items weekly
To circumvent the system inmate *** thought if submitted one bubble sheet per item he would receive everything; instead only what DOC policy allowsHe submitted to bubbles sheets for one order on multiple occasionsThe first time they spoke to the inmateThe second time this occurred our manager *** *** contacted CO III *** to see if he could speak to inmate ***The third time it occurred CO III *** issued a disciplinary ticket for hindering staff and wasting resources
Inmate *** has also received tickets because he will leave he his ID at the store to hold his place in line; then go to the chow hall or where everHe received a ticket from DOC for not having his ID on his person
Inmate *** on numerous occasions has been called to the store to pick up his orderThere have been several occasions where his store bag is the last one in the storeOur staff have requested officers to locate him and send him to the storeThey wait for approximately minutes then have DOC give a final last call over the loud speaker then wait an additional minutes before closing upIf inmate *** does not pick up his order then it waits until the store is opened the following week
If the items were damaged then he should have refused the damage items or the order but signing and taking the order away from the store he accepted the order
Attached are signed receipts for the two SecurePak orders in questionHe signed and accepted both ordersNo credit is owed
Thank you-
Keefe Commissary Network

Initial Business Response /* (1000, 5, 2015/12/16) */
Keefe has no way to verify if the product was expired as it was not returned to KeefeWe have no way to verify when the ranch was damaged if the inmate took his bag to his cell and then returned to claim the product was damagedThe inmate will
need to follow proper procedures and check his bag while in front of MDOC staff to verify if product is damaged and or expiredThe inmate will need to notify the MDOC staff before leaving with his bag of the discrepancies or of the returnWe looked up the prisoners order and no credit has been issued for ranch and/or Alka SeltzerThe MDOC is responsible for logging any discrepancies in product and or damaged productThe MDOC also issues credits based on their logs
Thank you-
Keefe Commissary Network

Initial Business Response /* (1000, 5, 2015/07/07) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** ***'s complaint in reference to the music kiosk at Oregon State
Penitentiary not workingAccess Corrects has and will continue to implement strategic strategies that will make the music kiosks more efficient and lower the frequency of issues that the kiosk are havingAccess Corrections has a procedure in place for when the kiosk has issues or is not workingInmates should fill out a tech form and submit it to Access CorrectionsAccess Corrections will then have a tech come to the prison facility and correct the issueAs of 7/7/the kiosk at Oregon State Penitentiary is currently working properly
We appreciate *** ***'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 Consumer Rebuttal /* (3000, 12, 2015/10/15) */
This is a follow up on this complaintI have a reference number#XXXXXX for the Jpplayer that Mr*** L *** he is located at *** *** Correction *** *** VA XXXXXThe above reference number is was given to me when
I received the item
Final Business Response /* (1000, 21, 2016/01/29) */
The complaint received is from an inmate at a Correctional Center in VirginiaProcedure requires that the inmate forward a written communication to the appropriate personnel at the facilityA manager on-site at the facility will investigate and try to resolve any issues
Thank you - Keefe Commissary Network

Good afternoon, Thank you for forwarding your issueWe have reviewed your issueOur reply is as follows: Access Corrections continues to review issues with songsIf a song is live and is not stated as such in the song’s title or the album title, please submit your issue stating
the song’s title, artist and album title to your facility repThe song will be reviewed for content, correctness and quality, and results of the review will be forwarded to the facilityIf a song should obviously have vocals but is only instrumental, please submit the song as above and it will be reviewedPlease note that the same artist can have songs that are vocals and also have instrumentals as wellNot every instrumental song will be credited because the song itself can issued as an instrumentalAnd, finally, a song sometimes can be issued with vocals and also be issued without themA review of the song will be made on a case by case basis Thank you

Dear Sir, Access Securepak has made no changes to any of the music being offeredPlease note the individual facility dictates what type of music is allowed within the facility not AccessThere are facility that will not allow explicit versions of musicAs a vendor we have to abide by
their policies and proceduresPlease check with the resident facility on their music policy. Hopefully this will clear up any misunderstanding related to the type of music certain residents are allowed to have. Thank you for Choosing Access Securepak

Under Customer’s Statement of the Problem, it said, "See Attached"However, there was no attachment

Questions you asked:1) What is the name of the facility?Answer: As indicated in my original complaint, the name of the facility is Eastern Kentucky Correctional Complex; Facility # *** ***.2) Do you have and (sic) invoice number for Sandisk MPpurchased along with the music purchase?Answer: No, I do not; the Keefe Network here at the institution keeps a record of all of our purchases and can easily be obtained by your employees here at the institution.3) Who did you speak with in regards to the issue? Answer: Several (there are less than ten employees of Keefe here). One was named ***; one was a young red-headed guy; one was an older heavy-set man.Thank you for your reply. I have already purchased songs with you at $a song for a total of $169.15. I hope that you consider me a valued customer and refund the eleven songs I was not able to preview prior to purchase.

Good afternoon, After reviewing *** *** * ***, account we show that the MPplayer was issued on 6/24/14. The manufacture warranty time frame for Michigan DOC is days from the date it is issued. Our records show that Mr*** sent his player in to be reviewed on several
occasions. Access Corrections was able to recover the player in most occasions. Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased. If Mr*** would like Access Corrections to review the player again, please reference RA#54481. 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***’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 /* (1000, 10, 2016/01/15) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, account we show of songs have been delivered and
received to Mr*** MPplayerOur system shows the purchases go back to that Mr*** has purchasedIf Mr*** would like to have print out of his purchases, please have him contact a facility staff member and submit the request to Access CorrectionsThank you
We appreciate Mr*** 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 /* (1000, 5, 2016/02/22) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXXXX, account we show that several song tickets were
submitted for songs that allegedly had issues in After the songs were reviewed by our review team, who compares the songs title, album type and Artist with other similar music engines And they came to the conclusion that Mr*** songs were correct with no issues
The Oregon DOC has a procedure in place for any issue with songs, MP3/MPplayers or kiosk issues Mr*** has a staff member that will allow him to contact us via phone or by email request Access Corrections will then address the issue of concern Thank you
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

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, account we show that the MPplayer was issued on
9/4/ The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that *** *** sent the player in on 4/14/to be review by Access Corrections On 4/23/Access Corrections shipped *** ***'s player back stating that Access Corrections was able to recover the player On 6/20/*** *** sent in the player to be reviewed On 6/23/Access Corrections shipped the 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 *** ***'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 *** ***,We received your complaints on missing itemsPlease provide us the resident name, IDnumber and the name of the facility the package was shipped toSo that we can look into this matter and come up with a resolutionThanks for choosing Access Securepak

Thank you for the report of Mr*** ***To better assist Mr*** and to direct this issue to the proper department, please have Mr*** describe the product that was originally orderedOnce we receive this information, we can then act upon it.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

Dear *** *** ***, Our records show refund check # *** in the amount $*** was submitted to your facility on 05/01/This refund was for items that was out of stock at the time your order was received. Please check with your facility on the status of this refund
checkPlease let us know if we can be of any additional service to you on this matter. Thanks again for Choosing Access Securepak

Initial Business Response /* (1000, 15, 2015/06/09) */
This inmate was refunded $on 6/9/
Thank you-
Keefe Commissary Network

Initial Business Response /* (1000, 5, 2015/09/14) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX account we show that the MPplayer was issued on 6/25/
The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr*** sent his player in for review on 7/14/ On 7/23/Access Corrections shipped the player back to Mr*** with a letter stating that the player was unable to be recovered Access Corrections will attempt to recover any MP3/MPplayer that was purchased from Access Corrections free of charge If the player is unable to be recovered and is still under warranty Access Corrections will replace the player free of charge
The warranty covers software and function defects for the player 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***'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