Keefe Commissary Network Sales

Initial Business Response /* (1000, 5, 2016/02/22) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - XXXXXXXX, account we show that several song tickets were...

submitted for songs that allegedly had issues in 2013. After the songs were reviewed by our review team, who compares the songs title, album type and Artist with other similar music engines. And they came to the conclusion that Mr. [redacted] songs were correct with no issues.
The Oregon DOC has a procedure in place for any issue with songs, MP3/MP4 players or kiosk issues. Mr. [redacted] has a staff member that will allow him to contact us via phone or by email request. Access Corrections will then address the issue of concern. 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.

After speaking with the manager at [redacted]...

[redacted] the issue is with product change. The manufacture of the 1249 GPX radio went from using AA batteries to AAA batteries. This caused some confusion for staff and offenders. If the offender ordered the AA radio it was substituted with the AAA radio. [redacted] staff doesn't issue batteries to offenders a list is provided to security and they are provided the product. Security staff then verifies the offender has the required product to use the batteries before they can receive them. This could explain why it is being held in property. We can issue him the correct batteries to resolve the issue. As for the items he would like to have he has access to an order form they are provided by the building he resides in, and property is processed monthly. He is due a refund for #[redacted] file folders (5), in the managers absence the receipt was missed filed and he will receive his refund by the end of the week. Hope this helps.

Initial Business Response /* (1000, 5, 2016/02/04) */
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...

4/18/12. 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 to be reviewed on 9/9/15, 11/3/15 and on 12/22/15. On the last occasion 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, 2015/07/22) */
Dear Mr. [redacted]
Our records show your package arrived at your facility on 03/17/2015 Please check with the facility on the status of the package.

Access Promptly made satisfactory corrections to my complaint.  They even went the extra mile and replaced a $3 moldy bacon bits I wrote them about but did not put in the complaint.  Since after walking away from the R&R window we have little recourse for problems.  Thank you for...

your help with my complaint.  You may be receiving many more soon.  But I hope Access begins to keep it straight.  Thank You

Initial Business Response /* (1000, 5, 2015/07/24) */
The complaint received is from an inmate at a Correctional Center in Virginia. Procedure requires that the inmate forward a written communication to the appropriate personnel at the facility. A manager on-site at the facility will investigate...

and try to resolve any issues.
Thank you -
Keefe Commissary Network

Initial Business Response /* (1000, 5, 2015/12/09) */
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...

4/29/10. 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 to be reviewed on 8/12/15 and on 8/20/15 Access Corrections sent Mr. [redacted] player back recovered. On 10/26/15 Mr. [redacted] sent the player in to be reviewed. On 11/3/15 Access Corrections sent Mr. [redacted] 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.
Initial Consumer Rebuttal /* (1500, 7, 2015/12/09) */

Dear [redacted],   We received your complaint in regards to an account you setup online to be deleted. Please note our system do not allow us access to delete any accounts created by customers. We also do not have access to any of your personal information without  your personal...

password or any pass transaction with our company.  We do apologize for any misunderstanding.

Initial Business Response /* (1000, 10, 2015/11/11) */
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 3/28/13....

The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] sent this player in to be reviewed on 8/17/15 and on 8/26/15 Access Corrections sent Mr. [redacted]'s player back recovered. On 10/5/15 Mr. [redacted] sent the player in to be reviewed. On 10/20/15 Access Corrections sent the player back to Mr. [redacted] with a letter stating that the player was unable to be recovered. Access Corrections will attempt to repair any player purchased from Access Corrections free of charge no matter when the player was purchased. Please have Mr. [redacted] contact Access Corrections if he would like us to review the player a second time. 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, 17, 2015/12/01) */
Dear Revdex.com Rep:
I write this letter in response to the recent letter that I received from your office dated for November 12, 2015. In your letter, I am instructed to advice you if I am not in agreement with the suggested resolution. This letter is to inform you that I find a problem inherent in Access' reply and I ask that your office assist me in gaining clarity as to Access' intentions.
Enclosed is a copy of the letter that I am submitting to Access, along with my MP3 player. In my letter I again set out the facts that created this problem so that Access is in fact aware of the nature and origin of the said problem and complaint.
In short, my issue with Access is that the Music Warden kiosk that they supply the Michigan Department of Corrections inmates to service their music players caused a malfunction in the software of my player, thereby causing it to shut down while I was in the middle of re-ordering the songs that were inadvertently erased from my player during the last time I was forced to send it back to Access to be checked. Their system, not me or any action done by me, caused this irregularity in my player. Unfortunately, this is a common occurrence with this particular Music Warden, which the facility and Access are well aware of Instead of replacing the Music Warden kiosk, Access has elected to remedy any problems the kiosk creates instead of replacing the kiosk altogether, as it is proven to be defective.
My query, posed both to your office as well as to Access, is thus: In the event that my player cannot be "recovered", how can this matter be resolved seeing as now the problem is a direct result of a systematic problem with Access' Music Warden Kiosk? My request is to replace my player with one similar in make and model, as it has been determined that this problem is indeed a software/ manufacturing defect and not an issue dealing with a physically damaged product.
It should also be noted that despite the fact that the warranty is limited to 60 days after receipt of the player, this does not absolve Access of liability/culpability when, after the 60 days are up, their devices causes or creates a software defect in the player. It is my understanding of their response that this is their position. If this is so, then there is no solution to be reached other than to refund me the amount of purchased songs and the music player device itself. I would much rather have my music device, but if there can be no resolution I ask that I be reimbursed for the damages that I have incurred, both in finances and real property.
In closing I again thank you for your assistance in this matter, and I thank you for your time, effort and patience.
Sincerely,

Good afternoon,After reviewing [redacted] – [redacted] – account we show that the MP3 player was issued on 4/14/2009.  The manufacturer’s warranty time frame for Michigan DOC is 60 days from the date it is issued.  Earlier this year, Michigan DOC decided not to extend or renew the...

contract with Access Corrections. It was their decision, not ours.  The player was returned for review the last time on 5/4/2017. This was well after MI DOC let the contract with Access Corrections expire. The Security Timer was reset and all songs were reloaded onto the player. The player was tested before it was shipped back.   Thank you.

Good afternoon, After reviewing [redacted] – [redacted], account we show that the MP3 player was issued on 3/29/13.  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...

several occasions.  On 6/28/16 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.  Please advise if Mr. [redacted] would like for Access Corrections to review the player again.  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 not able to view the attachment. No other information was given on this issue.

Dear [redacted],We received your complaints on missing items. Please provide us the resident name, ID. number and the name of the facility the package was shipped to. So that we can look into this matter and come up with a resolution. Thanks for choosing Access Securepak

Initial Business Response /* (1000, 5, 2016/01/15) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrrections.com
Good afternoon,
After reviewing [redacted] - XXXXXXX, account we show that the MP3 player was issued on...

11/8/13. The manufacture warranty time frame for Iowa DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] sent his player in to be reviewed on 4/27/15 and on 5/6/15 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] 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:While I appreciate that customer service does not have access to the account to delete a profile, either someone higher up in the company or the creator of the software should have access to do so.  Please ensure that my account is deleted.  It is disingenuous to assert that an account made can NEVER be deleted.
Sincerely,
[redacted]

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 9/29/09. The manufacture warranty time frame for Michigan...

DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] sent the player in on 11/23/11 to be review by Access Corrections. On 11/29/11 Access Corrections shipped Mr. [redacted] player back stating that Access Corrections was able to recover the player. On 1/15/13 Mr. [redacted] sent in the player to be reviewed. On 1/22/13 Access Corrections shipped the player back recovered. On 3/11/15 Mr. [redacted] sent his player in again to be reviewed. On 3/18/15 Access Corrections sent player back with a letter stating Access Corrections was unable to repair the player. Access Corrections will attempt to review 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]'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],   As stated before we are unable to delete any accounts as a Licensed money transmitter. However the account has been Deactivated. Once again we do apologize for any misunderstanding.

Good afternoon, After reviewing [redacted] – [redacted], account we show that the MP3 player was connected on 6/1/16 and successfully downloaded a song.  Our technical team has corrected the issue.  Please feel free to contact us if the issue continues to occur.  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, 2015/06/25) */
Contact Name and Title: Access Corrrections - Rep
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - XXXXXX complaint in reference to Access Corrections business...

practices and that we should make changes to allow purchasing songs more user friendly. Access Corrections is currently implementing and has implemented several strategies that make our process more proficient and efficient to enhance our business practices. As for the prices of the MP3/MP4 players and songs, Access Corrections has done the research to have a fair price for our products.
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 Sir,We received your concerns in regards to a shipping fee refund for a return shipment. In this case there is no refund  reimbursement. The package was shipped per the senders request and arrived at its destination. The 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 receiver. Please note the sender has been refunded for all the returned merchandise.We do apologize for any misunderstanding. We thank you for Choosing Access Securepak.