Keefe Commissary Network Sales

Complaint: ***
I am rejecting this response because:
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
Sincerely,
*** *** ***

Initial Business Response /* (1000, 5, 2016/02/11) */
Dear *** ***,
We received your complaint on the wrong shoes being sent to *** ***We have contacted the facility for verification once we hear back from them we will accommodate your request if in fact the wrong shoes were shipped
We apologize for any inconvenience and appreciate your business

Good afternoon,? After reviewing *** ***’s account we show that the MPplayer was issued on 10/4/2012.? 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 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*** 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 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 Mrs***, ? ? ? ? We ? received your complaint in regards to *** N*** package web order #***We have confirmation that this package was delivered to the facility on 03/09/Please note we have no control over? when the facilities decides to issues
? packages out to the residentsThis is a decision that is totally predicated on their timeframesAs a vendor our job is to the packages to its destinations.? We have however reached out to the facility to try to get additional information on ***'s packageOnce we have received this information we will inform you

Initial Business Response /* (1000, 5, 2015/10/05) */
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 his player being denied being
reviewed Mr***'s MPwas issued on 12/16/12, the warranty period for Florida DOC is days from the time it is issued Our system shows Mr*** sent his MPplayer in for review on 11/19/On 12/4/Access Corrections sent Mr***'s MPplayer back with a letter stating that Access Corrections was unable to recover the player and the player was out of warranty Mr*** purchased a new MPplayer on 6/11/ Our system is unable to locate any RA number issue to have the MPplayer reviewed 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 If Mr*** would like Access Corrections to review the player, please have Mr*** 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 afternoon,? After reviewing *** *** ??" *** ??" account we show that the MPplayer was issued on 11/30/12.? 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 10/26/He stated that the player would not connect to the kioskHe also stated that it plays but music is distorted at timesIt was inspected and could not be recovered.? 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 purchased within the time frame of Michigan DOC’s contract.? 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 7/9/12.? The manufacture warranty time frame for Michigan DOC is days from the date it is issued.? Our records show that *** *** sent the player in to be reviewed on
1/21/and on 2/2/Access Corrections sent the player back with a letter stating that the player was unable to be recovered.? 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 7/27/2009.? 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
most recently on 12/8/and on 12/9/Access Corrections shipped the player back with a letter stating that we were able 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 purchasedReturn Authorization # *** was created for this player’s issuePlease have Mr*** return his player through his facility and include this number with itThank 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 Sir,We received your concerns in regards to a shipping fee refund for a return shipmentIn this case there is no refund? reimbursementThe package was shipped per the senders request and arrived at its destinationThe shipping fee paid was for the purpose of getting the package to
its destination.? Our obligation was fully fulfilled The reason for the return ? was at the discretion of the receiverPlease note the sender has been refunded for all the returned merchandise.We do apologize for any misunderstandingWe thank you for Choosing Access Securepak

Good afternoon,After reviewing *** *** ??" *** ??" issue, our system shows that the player was issued 6/27/The manufacturer’s warranty time frame is days from the date of issueMichigan DOC made the decision to not extend or renew the contract with *** ***It was MI DOC’s
decision, not *** ***’*** *** operated in accordance with all applicable federal and state laws, rules and regulationsEven though the contract expired, *** *** continued service until March, Due to MI DOC discontinuing service through *** ***, *** *** no longer accepts players for review? Thank you.?

Good afternoon, Thank you for bringing to our attention the issue of kiosk not working at your facilityAfter researching the issue, we have forwarded your report and our findings to our technical helpdesk for further researchOur technical team is aware of the issue and they have been working on
it and will continue to do so until it’s fixedAs soon as we receive any word on the issue from them, we will forward it to your facilityConcerning your Edge Mini tablet, you should now be in possession of your MPplayerIt is activeOnce the kiosk issue is fixed, you should be able to connect it to the kioskWe apologize strongly for the inconvenience you are experiencingThank you

Good afternoon,? After reviewing *** *** ??" ***, account we show that the MPplayer was sent in for review and was unable to be recovered.? The manufacture warranty time frame for Michigan DOC is days from the date it is issued.? Access Corrections will attempt to recover
any player purchased from Access Corrections free of charge no matter when the player was purchased.? Please have *** *** reference RA#*** to have the player sent in to be review a second time.? 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, 2015/12/16) */
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 return We 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

Complaint: ***
I am rejecting this response because: Even had we ordered on the 12, that is still two days for their delivery from their California locationAs a result, the person was not able to receive any commissary for the weekMy request still stands
Sincerely,
*** ***

? Good afternoon,? After reviewing *** *** ??" complaint in reference to a refund for the song Rainman (Bonus Track), our system shows that a refund was applied on 7/19/for song concerned in the amount of $1.99.? ? 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, 2016/01/15) */
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 that the MPplayer was issued on
1/6/ 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 10/26/and on 10/29/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***'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 complaint in regards to an order arriving latePlease note? All orders for *** *** Detention Center are shipped on Monday’s & Wednesday per the facility requestYour order was placed on Sunday February via web siteSunday is a
non-business day for *** ***On Monday February we received the order, due to processing and handling your order was expedited for the next available ship date which was Wednesday Feb14, No refund will be issued as the company has delivered within the timeline of the? shipping agreementWe apologize for any misunderstandingFor all future orders that needs to arrive sooner, please provide more than a hour timeframe.? Thanks for Choosing *** ***

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

Initial Business Response /* (1000, 5, 2016/02/09) */
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
1/20/ 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 1/15/and on 1/22/Access Corrections shipped the player back to Mr*** Our review team notated the account with the comments that the player was physically damaged 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 *** ***? We received your inquiry in regards to a deposit being placed on Nov3, Please note on that date Access Corrections was not a vendor for the MoDepartment of CorrectionsAt that point we would not have been able to accept or transfer any deposit during that
timeframe.? Please refer all questions to: MDC at ***If the deposit was made by credit card please view your statement for verification.? We do apologize for any misunderstanding