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.

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.

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.

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, 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.

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, 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.

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]

Good afternoon,The contract between Michigan DOC and Access Corrections ended when Michigan DOC did not renew the contract with Access Corrections. Access Corrections did not terminate the contract. Access Corrections service to MI DOC facilities thus ended and [redacted] took over those services. There...

is no agreement between Access Corrections and [redacted] to collaborate on these services. Thus Access Corrections cannot provide further services to MI DOC. As a courtesy, Access Corrections provided security timers to be set for 10 years so that residents may enjoy the use of their players longer. Further, the following is from the End User Licensing Agreement which all residents subscribe to when they download any song.“6. 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.”“17. 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.

We regret our customer is having issues purchasing credits for our email service and would like to assist in resolving this matter. We called the phone number provided by the consumer and left a message to call us. In order to look further into this situation we need some of her credit...

card information. Once we have that information we can track charges to her card to see what happened.

Good afternoon, After reviewing [redacted] – [redacted] – account we show that the MP3 player was issued on 4/14/2010.  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 6/3/2015 and 9/21/15. Both times the player could not be recovered and, as it was out of warranty, it was returned to Mr. [redacted]. 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 competitor. Mr. [redacted] 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 warranty. 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.