Keefe Commissary Network Sales

Initial Business Response /* (1000, 5, 2015/10/23) */
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
7/10/ 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 8/19/and on 9/7/Access Corrections sent Mr*** player back with a letter stating that the player was unable to be repaired and the warranty period had expired Access Corrections will attempt to repair 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*** 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*** MPplayer Our system shows the purchases go back to that Mr*** has purchased If Mr*** would like to have print out of his purchases, please have him contact a facility staff member and submit the request to Access Corrections 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

Currently, the manager of this facility is out.? We have made the regional operations manager aware of the concern and we are continuing to investigate this concern.? We will make the appropriate disciplinary actions to remediate the concern

Dear Mr***,Our records show a replacement order? for the headset has been processed and are scheduled to ship to your facilityPer our agreement with the facilities all discrepancies has to be verifiedOnce that has occurred we are able to accept request to process replacements or
refundsWe apologize for any inconvenienceThanks for choosing Access Securepak?

? Good afternoon,After reviewing *** *** ??" *** ??" account we show that the MPplayer was issued on 4/14/2009.? The manufacturer’s warranty time frame for Michigan DOC is days from the date it is issued.? Earlier this year, Michigan DOC decided not to extend or renew the
contract with Access CorrectionsIt was their decision, not ours? The player was returned for review the last time on 5/4/This was well after MI DOC let the contract with Access Corrections expireThe Security Timer was reset and all songs were reloaded onto the playerThe player was tested before it was shipped back.? ? Thank you.?

? Good afternoon,? After reviewing *** *** ??" *** ??" account we show that the MPplayer was issued on 4/14/2010.? 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 6/3/and 9/21/Both times the player could not be recovered and, as it was out of warranty, it was returned to Mr***It has not been returned for review since? It was Michigan DOC’s decision not to extend the contract with Access Corrections and go with a competitorMr*** has had years of service with his player and has had opportunity to replace his player once it could not be recovered and was out of warrantyThank 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, 2016/02/25) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXXX, complaint in reference to videos being removed from
his MPplayer without notice Access Correction does not have videos that we download onto the players The only video is a Life skills video And after reviewing the account of Mr*** we do see the Life skills video on the player 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

We were not able to view the attachmentNo other information was given on this issue

Initial Business Response /* (1000, 5, 2016/02/04) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - LXXXXX, complaint in reference to songs purchased being incorrect
Access Corrections has a procedure in place for issues with songs that are allegedly incorrect, and it does consist of filling out a Technical Form The inmate should make contact with a representative at the facility and they have the form the inmates fill out and submit to Access Corrections Access Corrections will then review the songs and compare them to Amazon and ITunes for a comparison If the songs are different Access Corrections will issue a refund for the song referenced After reviewing Mr*** records we show that he has sent in several Tech Forms for the songs referenced On each occasion our review team concluded the songs referenced were correct
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

Please add the attachment to this complaintThe letter states to see the attachment but there was noneThe letter itself did not state the complaint.? Thank you

Initial Business Response /* (1000, 5, 2016/02/15) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** - XXXXXXX, complaint in reference to the facility not allowing the
player to be sent to Access Corrections to be reviewed *** *** has a player that has physical damages and Access Corrections is unable to repair any players that are physically damaged We have no tools to repair MP3/MPplayers from physical damages Access Corrections recovers players from software defects 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 *** *** ??" *** ??" account we show that the MPplayer was issued on 9/4/13.? 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
7/21/and on 7/25/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

Dear Dispute Resolution Department, My complaint ID is ***.? Yes I was told by prisoners this was happening and I sent mine in to Keefe Commissary to be looked at and they destroyed "disabled" my mpplayer that I just purchased several months earlier.? Your help in this matter for me
to receive my money back from this company will be helpful and greatly appreciated.? ? Sincerely, *** ** *** ***

Dear *** ***, ? We received your complaint in regards to issue with an AMP ‘D flat screen 13” TVPlease note our warranty covers a replacements on any televisions purchased within a 30-day periodAt this time we have no record of any such purchase in that timeframe or over? the
last two yearsWe do show however that you have dealt with a manufacturer on a repair dealing with a television? in Please feel free to reach back out to *** as they can advise you on repairs or replacements.? We apologize for any misunderstanding and thank you for Choosing *** ***? ? ? ?

Dear *** ***,We received your complaint dealing with a listening system for a kiosk not working in regards to songs being purchase for a Sandisk MPPlease provide us with more information so that we can looking into this matterWhat is the name of the facilityDo you have and invoice
number for? Sandisk MP3? purchased along with the music purchase? Who did you speak with in regards to this issue? We do apologize for any inconvenience and promise to look into this matter

We regret our customer is having issues purchasing credits for our email service and would like to assist in resolving this matterWe called the phone number provided by the consumer and left a message to call usIn order to look further into this situation we? need some of her credit
card? informationOnce we have that information we can track charges to her card to see what happened

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 contractAccess Corrections service to MI DOC facilities thus ended and *** took over those servicesThere
is no agreement between Access Corrections and *** 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 longerFurther, the following is from the End User Licensing Agreement which all residents subscribe to when they download any song.“Content Availability”“You understand that conditions of Your stay as imposed by the facility, agency, or any managing entity may impose further restrictions on any Permanent Download.”“Disclaimer of Warranties”“YOU EXPRESSLY UNDERSTAND AND AGREE THAT: TO THE EXTENT PERMITTED BY APPLICABLE LAW YOU ACKNOWLEDGE AND AGREE THAT THE ACCESS SERVICE INCLUDING ALL PERMANENT DOWNLOADS AND OTHER INFORMATION, MATERIALS AND PRODUCTS INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THE ACCESS SERVICE ARE PROVIDED ‘AS-IS’ AND ‘AS AVAILABLE’ WITHOUT WARRANTIES OF ANY KIND FROM ACCESS OR ANY CONTENT OWNERS.” ? Thank you.Access Corrections.? ?

See attached pdf for reply

Initial Business Response /* (1000, 5, 2016/01/18) */
Contact Name and Title: Access Corrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: ***@accesscorrections.com
Good afternoon,
After reviewing *** *** XXXXX account we show no song ticket ever being submitted for the
song issues Access Corrections has a procedure in place for any song issues that may occur Mr*** should notify the proper staff of the song issues and Access Corrections will then assign a Song Ticket for the resident to either call or communicate with the staff to find out what the resolution was for the song issues We have assigned a Song Ticket #XXXXX for Mr*** song issues Please feel free to contact us in business days to find out what the resolution is for the ticket assigned 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

Good afternoon.*** *** and *** *** *** 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
CorrectionsFor requests for refund and answers about accessing music purchased, please contact Florida Department of Corrections.Thank you