Keefe Commissary Network Sales

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.

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

Initial Business Response /* (1000, 10, 2015/08/03) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - LXXXXX, account we show that the MP3 player was issued on...

3/23/12. 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 on several occasions to be reviewed, each time Access Corrections was able to recover Mr. [redacted] player. Access Corrections will attempt to repair any player purchased from Access Corrections free of charge no matter when the player was purchased. Access Corrections will have a tech come out to review the kiosk for any damages.
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 Business Response /* (1000, 5, 2015/07/22) */
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...

12/7/10. 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 on several occasions and we were able to recover the player. Access Corrections will attempt to recover any player purchased from Access free of charge no matter when the player was purchased.
The warranty covers software and function defects for the MP3/MP4 players 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] 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, 2015/12/15) */
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...

6/19/14. 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 10/29/15. On 11/3/15 Access Corrections sent Mr. [redacted]'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 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.

Dear [redacted],   We received your complaint in regards to issue with an AMP ‘D flat screen 13” TV. Please note our warranty covers a replacements on any televisions purchased within a 30-day period. At this time we have no record of any such purchase in that timeframe or over the...

last two years. We do show however that you have dealt with a manufacturer on a repair dealing with a television  in 2014. Please feel free to reach back out to [redacted] as they can advise you on repairs or replacements.  We apologize for any misunderstanding and thank you for Choosing [redacted].

Dear [redacted], We have no record of being notified of missing items. We will immediately refund for 1of item #[redacted] coffee and 1 of item #** non diary creamer. We apologize for any inconvenience. For a total of  Thanks for choosing Access Securepak.

Initial Business Response /* (1000, 5, 2016/02/15) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - XXXXXXX, complaint in reference to the facility not allowing the...

player to be sent to Access Corrections to be reviewed. [redacted] 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/MP4 players 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. [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.

The last four digits of the card is [redacted]

Good afternoon,We've reviewed [redacted] - [redacted] - song issue. This is the first written notification Access Corrections received on these songs from Mr. [redacted]. We've created a song ticket (# [redacted]) for the issues for each song, "Ombre No" and "Zona de Gangsta". The songs will be reviewed for...

content, correctness and quality, and results of the review will be available within the next 5 business days.  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, 2016/02/02) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - TXXXXX complaint in reference to the kiosk machine destroying the...

MP3 player. The kiosk would not have destroyed Mr. [redacted]'s MP3 player. If this was the case we would have had many situations with this issue because of all of the other inmates connecting to the same kiosk. Our system shows the player was issued on 9/20/13, the warranty period is 90 days from the issue date. Mr. [redacted] has sent his player in on 3 occasions, 2/4/14 we were able to recover the player. On 11/12/15 and 12/22/15 Mr. [redacted] sent the player in for review on both of those occasions Access Corrections was 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.
Final Business Response /* (4000, 14, 2016/02/25) */
Good afternoon,
After reviewing [redacted] - TXXXXX, complaint in reference to Access Corrections not repairing his MP3 player. Mr. [redacted]'s player was reviewed by our review team and they confirmed the player had water damage. Access Corrections is unable to repair, refund or exchange the water damaged player.
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, 2015/04/09) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - XXXXX, account we show that the songs Mr. [redacted] is...

referencing have been delivered and received.
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, 2015/09/14) */
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 6/25/14. ...

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 7/14/15. On 7/23/15 Access Corrections shipped the player back to Mr. [redacted] with a letter stating that the player was unable to be recovered. 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.

Dear [redacted], Please note you are still able to place orders with us however the orders will have to be in the form of a money order. We will no longer be able to accept credit card orders as a result of a chargeback for invoice #[redacted]. that you received.

Good afternoon, After reviewing [redacted] – [redacted], account we show that the MP3 player was issued on 4/18/14.  The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued.  Our records show that [redacted] has never sent the player in to be...

reviewed.  Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased.  Please notify us if [redacted] would like to have a RA# issued to have the player sent in to be reviewed.  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.

We were out of stock for a while due to Timex discontinuing the style of Ironman watch that was offered.  We have brought in the replacement Ironman watch and are currently filling orders.  This issue has been resolved.

Good afternoon, After reviewing [redacted] – [redacted] – account we show that the MP3 player was issued on 9/5/2014.  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...

7/12/2016 and on the same 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, 5, 2016/02/09) */
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...

1/20/14. 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 1/15/16 and on 1/22/16 Access Corrections shipped the player back to Mr. [redacted] 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. [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.

Access Corrections researched the issue of the kiosk not delivering songs to players. Research shows that there’s evidence of this. Although our technical helpdesk has been aware of this issue, we have forwarded new information to them to help resolve the issue. At the time of this writing, they...

are aware of the new findings and are working on it. Concerning the issue of 30 days, Access Corrections has always had the 30 day timer in Florida facilities per the agreement with Florida DOC. There was a change of vendors a little while back in which Access Corrections took over from a previous vendor. It’s possible be that the previous vendor had 180 days. However, as stated earlier, per agreements with FL DOC, the timer is 30 days.