Keefe Commissary Network Sales

Dear Mr***,Access Corrections MPand MPplayers come with a manufacturer's warranty of days. The warranty covers any physical or functional defects in the player. Beyond the manufacturer's warranty, Access Corrections also offers a player review / repair service for functional
issues with the MPplayer.Access Corrections did not refuse to review your player. We would very much like to keep all players functioning and retain our customers, so there is no reason for us to refuse to review and attempt to repair one of our players. We cannot fix physical damage to a player, and specifically offer functionality repairs, but we will not replace a player that does NOT have a valid warranty when we are unable to fix the functional issues of the player.Your player would not turn on for us. Your player would not connect to our computer via USB connection, and therefore; we are unable to access your player's software and attempt to repair any issues. We will review your player again, as you notified us that you just recently sent the player for a second review. We hope very much to be successful in fixing your player, but if not repaired, we will not replace at no charge as your player is no longer covered under warranty.We will make every attempt to recover your player's functionality and retain you as a customer. Thank you for sending your player

The complainant is referencing that he is unable to *** a game on his JPSNeither *** Corrections nor *** offered a device to MI DOC residents with either a game nor for this particular deviceThis issue should be directed to whomever sold the device to the resident as it is not ***
Corrections nor ***

Initial Business Response /* (1000, 5, 2015/05/18) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXX complaints in reference to songs on back order and not
being delivered to the MPplayerAs of 5/18/our system shows of songs being delivered and receivedAccess Corrections will issue refunds for any songs that are unable to be delivered to the MPplayerSometimes our kiosk have some technical difficulties like any other programs, and our technical team is always aware of the kiosk that are having issue and are punctual on getting the issues resolve as quickly as they canAccess Corrections apologizes for any inconvenience this may have caused
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 Consumer Rebuttal /* (3000, 12, 2015/07/21) */
Once again their quality of service is very poorEvery month its something broke on the music kioskIt takes months to repairI am once again unable to retrieve my musicTheir monies was taken from my account week prior to thisNo music delivered the music kiosk is no froze upI've been going to music kiosk for a week in the heatWe are only alotted a short time for thisI am so sick of dealing with thisIt goes against the statement made to you on 5/8/case #XXXXXXXIt take month to fix any problems the haveIt all causing me a lot of stress and mental anguish
In honor of their statement as to fixing the music kiosk in a timely manner and not take monthsTo give the same service to their incarcerated customer as those in the free world

Initial Business Response /* (1000, 5, 2015/12/09) */
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
4/29/ 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 8/12/and on 8/20/Access Corrections sent Mr*** player back recovered On 10/26/Mr*** sent the player in to be reviewed On 11/3/Access Corrections sent Mr*** player back with a letter stating that the player was unable to be recovered and the warranty period had expired 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 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
Initial Consumer Rebuttal /* (1500, 7, 2015/12/09) */

Initial Business Response /* (1000, 5, 2015/05/20) */
Contact Name and Title: *** *** CSR.MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keefegroup.com
Dear *** ***,
The Pitchess Center has confirmed that rder #XXXXXXX was delivered to *** *** on 04/01/
Hopefully this offer some satisfactionThank you for Choosing Access

Initial Business Response /* (1000, 5, 2016/03/09) */
Contact Name and Title: Access Corrrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - RXXXXX, account we show that the MPplayer was issued on
4/9/ The manufacture warranty time frame for Florida DOC is days from the date it is issued Our records show that Mr*** sent his player in to be reviewed on 3/8/and on 3/12/Access Corrections shipped the player back recovered On 1/21/Mr*** sent the player in for review On 2/1/Access 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***'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, 2015/11/11) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXX issue with the purchase of songs Access Corrections would
like to refund for the songs that Mr*** states were not purchased by him The funds will be available with Mr*** next kiosk connection
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

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 12/7/ 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 several occasions to be reviewed On 8/21/Mr*** sent his player in for review and on 9/2/Access Corrections sent Mr*** player back with a letter stating the player was unable to be recovered and the player was out of warranty 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*** business and will continue to honor our commitment to provide the best customer service we can Thank you
Thank you for choosing Access Corrections

Complaint: ***
I am rejecting this response because:
I contacted the company first by phone and talked to a customer service repthey told me someone would call me back with an update; however two days after the attempted charge no one called back.I have contacted the
company multiple times via email and received responses, see attached, the first few times they kept telling me that it is only a pending charge even though I kept telling them it moved from pending to paid.I responded to Access Corrections email requesting where they finally asked for the Access Corrections siID and credit card informationThat was the email response from Access CorrectionsAlong with that information they asked for copy of the item on the credit card bill which had cycled and that was sent to them as an attachment.In addition I have tried to purchase message plans on 9/11/and 9/15/Each time their system has a system errorBoth charges are currently still in Pending Status.In switching to a different credit card on the 9/11/I was able to get one attempt to processIt is like Russian Roulette to get Access Corrections system to process any credit cardGetting an "INFORMED" response from Access Corrections is even harder.If the two above charges do post (instead of dropping off) I will be adding those as NEW complaint's to the BBS.Since they have not as of yet credited my account I will start the dispute process with Visa. It seems not only can Access Corrections not process charge; they also have a problem finding the records of phone and email contact with their company
Sincerely,
*** ***

Dear ***, We received your complaint in regards to an account you setup online to be deletedPlease note our system do not allow us access to delete any accounts created by customersWe also do not have access to any of your personal information without your personal
password or any pass transaction with our company. We do apologize for any misunderstanding

Dear *** Our records show funds in the amount of $were accepted by the facility for the trust account of resident *** *** Please note it is up to the facility as to when they will make those funds available for Mr***All deposits are transferred electronically to facilities

Good afternoon.After reviewing the issue for *** *** - ***, our system shows that Return Authorization (RA) Number *** was created for the return of Mr***’s playerWe recommend that Mr***, through his facility, send his player to *** *** for review and include the RA
# above. Thank you.

To whom it may concern: I am writing to thank you for your diligence in my complaint on 8-4-against Kefee Commissary NetworkYou gave me ID ***This is to let you know that due to your contacting Kefee, they have refunded my full amount of moneyThe has been settled, thanks to your
servicesThank you for your diligence

Initial Business Response /* (1000, 5, 2015/10/12) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, complaint in reference to song downloads and the songs
being mislabeled Access Corrections has a procedure in place for issues with songs and any discrepancies with the songs purchased When songs have any issues the inmate should fill out a tech form and submit it to Access Corrections The songs are then reviewed by our review team and the inmate is given the resolution for the song issue If the songs are confirmed to have issues the songs would be refunded back to the inmate Access Corrections does not label the songs, the songs are labeled by the artist or the record label After reviewing our song ticket system we show no ticket for Mr*** If Mr*** would like Access Corrections to review any songs that he has issue with, please have Mr*** fill out a tech form and submit it to Access Corrections to be reviewed by our review team 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

Initial Business Response /* (1000, 5, 2015/12/21) */
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
5/25/ 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 to be reviewed on several occasions and the player was able to be recovered On 9/17/Mr*** sent the player in for review On 10/8/Access Corrections sent Mr***'s player back with a letter stating that the player was unable to be recovered and the warranty period had expired 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

Dear *** ***, We have no record of a purchase of a Digital Pocket Quartz from our warehousePlease note our warranty covers full replacement or refunds on any defective products covered in the first days of purchaseThe manufacturer of the our products picks up any warranty’s
after daysPlease reach out to the product manufacturer for anything more than 30-daysIn addition if this item was placed from your Commissary we would not have a record of the purchase, so please check with them if so. Thanks again

Complaint: ***
I am rejecting this response because:
"Please note our system does not allow access us to delete personal email accounts." This is not acceptableIf you are storing personal information of your customers, you need to be prepared to purge this information at a customer's requestThere's no technical reason why this can't be removed
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/09/18) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXX, complaint in reference to song downloads and the songs
being mislabeled Access Corrections has a procedure in place for issues with songs and any discrepancies with the songs purchased When songs have any issues the inmate should fill out a tech form and submit it to Access Corrections The songs are reviewed by our review team and the inmate is given the resolution for the song issue If the songs are confirmed to have issues the songs would be refunded back to the inmate Access Corrections does not label the songs, the songs are labeled by the artist or the record label After reviewing our song ticket system we show no ticket for Mr*** If Mr*** would like Access Corrections to review any songs that he has issue with, please have Mr*** fill out a tech form and submit it to Access Corrections to be 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 afternoon,After reviewing *** *** ??" *** ??" issue with his keyboard, we wish to address some of the points in Mr***’s letterFirst, this is the first communication our system shows that Access Corrections has receivedSecond, Nevada residents place orders for accessories from the
commissaryKeefe then replenishes the commissaryAccess Corrections does not receive orders directlyTherefore, Access Corrections does not have any way of verifying whether an accessory item is under warranty or notThe manufacturers’ warranty time frame for NV DOC is daysMr*** should address this particular issue with the commissaryThe commissary can then forward the issue to us with details on this particular issue and we can then proceed with a response that’s accurate and appropriateLastly, NV DOC sets prices for players and their accessoriesAlthough Access Corrections sells them to NV DOC at a certain price, NV DOC decides on the final cost to residentsWe have no control over what they charge to residentsThank you

Initial Business Response /* (1000, 10, 2015/09/02) */
Contact Name and Title: *** *** CSRMGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@keefegroup.com
Dear *** ***
We encourage our customers to take full advantage of the limitAfter listening to the call the sender was
fully aware of the limit, toothpaste and the amount of soapIt is our job to promote products not deny themWe apologize for any misunderstandingThank You for Choosing Access