Keefe Commissary Network Sales

Good afternoon,After reviewing [redacted] – [redacted], account we show that the MP3 player was issued on 8/25/11.  The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued.  Our records show that Mr. [redacted] sent his player in to be reviewed on several...

occasions and Access Corrections was able to recover the MP3 player.  On 2/15/16 Access Corrections was unable to recover the MP3 player and Access Corrections shipped the player back with a letter stating that the player was unable to 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. [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 /* (1000, 5, 2016/03/07) */
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 MP3 player was issued on...

4/24/13. The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] sent his player in to be reviewed on 6/1/13, 9/22/14 and on 3/6/15. On 3/6/15 Access Corrections reviewed the player and was unable to recover the MP3 player. Access Corrections shipped the player back with a letter stating that we were unable to recover the player and the player was out of warranty at that time. 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.

Dear Mr. [redacted],As you describe you in your complaint; Access Corrections has made many attempts to repair your player and retain you as a customer, but are review and repair methods cannot fix the issue you describe that your player is having.We're sorry that you feel that you can no longer be a...

customer of ours, but with your use of the product, the warranty expiration, and our many attempts to resolve the issue for you at no charge, we are not going to refund your player purchase price, nor the song purchases you have made.We would like to keep you as a customer, but we are not going to replace your player at no charge.  We will however provide all your previously purchased music to you, at no charge, if you were to decide to purchase another player and remain a customer of Access Corrections.  We also offer a Data Disc service for delivery of all our music purchases.  If you would like us to place all your music purchases on a Data Disc (DVD-R disc), please contact Access Corrections at [redacted].

Good afternoon.Thank you for bringing this to our attention. After researching the issue, we have forwarded your report and our findings to our technical helpdesk for further research. They are aware of the issue and are working on it. As soon as we receive any word on the issue from them, we will...

forward it to your facility, usually in about 3-5 business days. We apologize for any inconvenience. Thank you.

Please see attached.

Good afternoon. After reviewing [redacted] – [redacted] – account we show that the MP3 player was issued on 3/11/13.  The manufacturer’s warranty time frame for Florida DOC is 60 days from the date it is issued.  Our records show that Mr. [redacted] sent his player in to be reviewed...

twice since it was issued. On 10/30/15 it was reviewed and was recovered. On 11/21/17 it was reviewed again. The player would not connect to update its firmware and could not be recovered. It was then shipped back as-is. Throughout extensive testing, there has been no evidence to date that kiosks disable players. However, because FL DOC is ending its contract with [redacted] very soon, as a courtesy, we will accept the player again for review. However, 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] account we show that the MP3 player concerned was issued on 3/16/16.  The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued.  Our records show that Mr. [redacted] sent his player in to be reviewed on 8/4/2016, stating that “player has a broken port plug”. On 8/16/2016 Access Corrections reviewed the player. While reviewing the player, it would turn on and then off not allowing it to be recovered. 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. [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 /* (1000, 11, 2016/02/05) */
Dear [redacted],
Please note you ordered items from two different individual programs, The Property program and The Faith item program. These program will not allow items that are not on the program to be shipped together. This is why you...

received the two orders. Now each program has a processing fee of $4.00. Please note as a customer courtesy we waived the processing fee on one of the orders and issued you a $4.00. Sorry for the misunderstanding.

Good afternoon, After reviewing [redacted]’s account we show that the MP3 player was issued on 10/4/2012.  The manufacture warranty time frame for Florida DOC is 90 days from the date it is issued.  Our records show that Mr. [redacted] sent his player in to be reviewed on 2/19/2016 and...

on the same day Access Corrections shipped the player back with a letter stating that we were unable to recover the player. Service 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 player. Despite considerable research into the issue of whether kiosks damage players, to date Access Corrections cannot confirm that they do. Access 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. [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.

Good afternoon, After reviewing [redacted] – [redacted], account we show that the MP3 player was issued on 7/9/12.  The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued.  Our records show that [redacted] sent the player in to be reviewed on...

1/21/16 and on 2/2/16 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. [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 /* (1000, 5, 2015/09/18) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - XXXXXX, 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. [redacted]. If Mr. [redacted] would like Access Corrections to review any songs that he has issue with, please have Mr. [redacted] fill out a tech form and submit it to Access Corrections to be reviewed. Thank you.
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 /* (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] - XXXXXX, account we show that the MP3 player was connected as...

of 2/25/16 and the connections was successful with songs downloaded. If the issue occurs again please contact us. Thank you.
We appreciate Mr. [redacted] 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, 2015/11/02) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted]'s issue with the unlocked player, Access Corrections would like to...

review the player again to make sure it is unlocked and working properly. Access Corrections would like Mr. [redacted] to reference RA#XXXXX when sending the player in for review. Mr. [redacted] would be accountable for the expense of shipping the player to Access Corrections.
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. [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 Consumer Rebuttal /* (3000, 12, 2015/11/23) */
They sent the mp3 player back last week and it is still messed up. I have contacted Access multiple times since I received the mp3 player last week and no one has returned my calls. I just want my $1200 player repaired.

Complaint: [redacted]
I am rejecting this response because:
Hi, in response to my complaint against access securepak. The business in question has responding by disrespectfully accusing me of selecting the wrong prison, instead of taking responsibility for their own mistake. For starter, once you enter the inmate's I.D. Number it selects the prison the inmate is located. You must also select the state, as you will see if track the package, it's the state of California (I do have pictures and screen shots of this if anyone decides they wanna view it be it gets changed mysteriously). It doesn't take two months to return a package. I put in all the correct information, and it was shipped to wherever the company shipped it to. Bottom line, I with my hard working money, purchased a package from Access SecurePak on April 1, 2016. As of May 10, 2016, the package has yet to be delivered or found, with no effort at all to locate it. I am still requesting a full refund. Thank you, [redacted]

Initial Business Response /* (1000, 5, 2016/03/09) */
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 MP3 player was issued on 9/19/12....

The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] sent his player in to be reviewed on 7/7/12 and on 7/11/12 Access Corrections shipped the player back 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. [redacted] 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, 2015/10/05) */
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...

reviewed. Mr. [redacted]'s MP3 was issued on 12/16/12, the warranty period for Florida DOC is 90 days from the time it is issued. Our system shows Mr. [redacted] sent his MP3 player in for review on 11/19/14. On 12/4/14 Access Corrections sent Mr. [redacted]'s MP3 player back with a letter stating that Access Corrections was unable to recover the player and the player was out of warranty. Mr. [redacted] purchased a new MP4 player on 6/11/15. Our system is unable to locate any RA number issue to have the MP4 player reviewed. Access Corrections has a procedure in place for issues with any MP3/MP4 player. 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. [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. [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 order on 11/18/2016. There were two items that were not available at the time of shipment 3 #[redacted] Holiday Tub cookies $3.95/per ($11.85 ) & 5 #6580 Fudge mint cookies $2.95/per ($14.75). Bringing a total refund of $26.60 this refund was...

mailed to your facility via check#[redacted] . The refund was returned back to our facility on 12/28/2016. We have since sent you a postcard asking you to please advise.

Good afternoon, After reviewing [redacted] – [redacted] – account we show that the MP3 player was issued on 9/27/2012.  The manufacture warranty time frame for Florida DOC is 90 days from the date it is issued.  Our records show that Mr. [redacted] sent his player in to be reviewed...

on 1/21/2016. On 2/1/2016 Access Corrections shipped the player back with a letter stating that we were unable to recover the player. Concerning MP3 or MP4 players being damaged by the use of non-alkaline batteries, we are aware of the issue and are studying the differences between the alkaline batteries and the heavy duty batteries regarding battery drain. With using non-alkaline batteries one will run into the issue of having to replace them more often than others because their lower quality. As of now we can’t confirm that this type of battery will damage the players yet. 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.

Good afternoon, After reviewing [redacted] – [redacted] – account we show that the MP3 player was issued on 11/30/12.  The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued.  Our records show that Mr. [redacted] sent his player in to be...

reviewed on 10/26/16. He stated that the player would not connect to the kiosk. He also stated that it plays but music is distorted at times. It was inspected and could not be recovered.  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 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.[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 /* (1000, 5, 2015/09/15) */
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 MP3 player was issued on...

11/13/09. The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] sent his player in for review on 9/18/13. On 10/4/13 Access Corrections shipped the player back to Mr. [redacted] with a letter stating that the player was able to be recovered. Access Corrections was able to recover Mr. [redacted]'s player on 3 other occasions. On 6/1/15 Mr. [redacted] sent the player in for review. On 6/23/15 Access Corrections sent the player back with a letter stating that Access Corrections was unable to recover the player and the warranty period had expired. Access Corrections will attempt to recover any MP3/MP4 player 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. [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