Keefe Commissary Network Sales

Initial Business Response /* (1000, 5, 2015/10/30) */
Dear [redacted],
Our records show a refund of $7.00 dollars was issued back on the card that you utilize to make the purchase on Oct. 23, 2015.
We apologize for any inconvenience.
Thanks again for Choosing Access Corrections

See attached.

Good afternoon, After reviewing [redacted], account we show that the MP3 player was issued on 6/24/14.  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 several...

occasions.  Access Corrections was able to recover the player in most occasions.  Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased.  If Mr. [redacted] would like Access Corrections to review the player again, please reference RA#54481.  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, 2016/01/15) */
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...

1/6/14. 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 10/26/15 and on 10/29/15 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]'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 add the attachment to this complaint. The letter states to see the attachment but there was none. The letter itself did not state the complaint.  Thank you.

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 account we show that the MP3 player was issued on 4/3/09. ...

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 8/26/14. On 9/2/14 Access Corrections shipped the player back to Mr. [redacted] 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 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.

Good afternoon, We have reviewed [redacted] – [redacted] – Revdex.com issue. Our system shows that the MP3 player concerned was issued on 10/29/2009.  The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued thus this player’s warranty expired quite some time...

ago. Our records show that Mr. [redacted] sent his player in to be reviewed six times since he purchased it and Access Corrections was able to recover it except for the last time on 3/28/2016. Our system shows that he purchased a new player that was initialized on 6/26/2016. We have yet to receive any issues concerning the new player. Concerning Mr. [redacted]’s report on not receiving the right songs, we have not received any written report on any song issues. Mr. [redacted] should contact his facility representative and report the issues he’s having with his songs. The facility will then forward the issue to us and we will be happy to review the complaint. 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.

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - XXXXXX, complaint in reference to songs being incorrect or...

partial. After reviewing Mr. [redacted] account we show that 2 of the songs were already refunded. We will apply a third refund for the other song referenced. Please connect to the kiosk to retrieve the $1.70. 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.

Good afternoon,Michigan DOC decided not to renew the contract with Access Corrections but contracted a different vendor. It was not Access Corrections’ decision. This contract covers service to be provided to Michigan residents. This has now transferred to JPay. After reviewing [redacted] –...

[redacted] – account we show that the MP3 player was issued on 4/23/2013.  The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued.  Our records show that Mr. [redacted] last sent his player in to be reviewed on 7/2/2013 and that Access Corrections shipped the player back recovered. We have not received the player since. Our system also shows that the player made a connection to one of our kiosks as recently as 2/3/2017. The kiosk gives mortality timer of 3,650 days whenever the player connects to the kiosk. The kiosk is available for use until March 1st, 2017, when, because of the contract ending, all kiosks must be removed. 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.

Complaint: [redacted]
I am rejecting this response because:
"Please note our system does not allow access us to delete personal email accounts." This is not acceptable. If you are storing personal information of your customers, you need to be prepared to purge this information at a customer's request. There's no technical reason why this can't be removed.
Sincerely,
[redacted]

Good afternoon, We’ve reviewed [redacted] – [redacted] – complaint. Our system shows that his player was issued 5/3/2011. The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued. Our system also shows that the player has never been returned for review...

and that there was a successful connection to the kiosk on 1/7/2017. Thus our system shows that the player is operating successfully.  Michigan DOC decided to have service with another vendor and not continue the contract with Access Corrections. Thus there is no contract between MI DOC and Access Corrections. MI DOC’s contract with the other vendor does not allow Access Corrections to continue media service through the kiosks nor does it allow the sale of players and accessories. There are agreements though that Access Corrections are continuing. As of the time of this writing, Access Corrections is still accepting players in need of review. We have also made provisions to enable residents to enjoy their players for a long time by extending the 30-day security timer regulators to 10 years.  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, 2015/08/17) */
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. Moberg sent the player in on 6/26/13 to be review by Access Corrections. On 7/8/13 Access Corrections shipped Mr. Moberg's player back stating that Access Corrections was able to recover the player. On 7/2/15 Mr. Moberg sent in the player to be reviewed. On 7/20/15 Access Corrections shipped the 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] 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, 2015/04/20) */
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...

8/13/12. The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] has never sent his player in to be reviewed. We show that on 4/9/15 Access Corrections provided a Return Authorization number to have the player sent in for review. We would like Mr. [redacted] to use RA#XXXXX to have player sent in for review. Access Corrections will attempt to repair any player purchased from Access Corrections free of charge no matter when the player was purchased. .
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] 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, 2015/06/19) */
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...

3/25/13. 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 on 10/8/13 to be reviewed. On 10/29/13 Access Corrections sent player back repaired. Mr. [redacted] sent player in for review on 4/13/15 and on 5/7/15 Access Corrections sent player back with a letter stating that the player was unable to be repaired. Access Corrections will attempt to repair any player purchased from Access Corrections free of charge no matter when the player was purchased. .
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.

Good afternoon, After reviewing [redacted]’s account we show that the MP3 player was sent to Access Corrections on 12/27/16 for unlocking and then was shipped back on 12/28/16. On Mr. [redacted]’s notification that his player is still unlocked, Return Authorization number [redacted] was created...

to have the player in to be reviewed by our player review team. No fee is needed for this review although Mr. [redacted] would need to pay for the shipping. If the player is found to still be unlocked, Access Correction will unlock it and will credit the original locking fee - $24.99 – back to Mr. [redacted]. Before shipping the unlocked player back, it will be checked to make sure it is unlocked. 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 11/13/13.  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 12/5/16 and on 12/6/16 Access Corrections shipped the player back with a letter stating that we were unable to recover the player and was out of warranty. The player would not turn back on after multiple attempts after reflashing. Thank you. Thank you for choosing Access Corrections.

Complaint: [redacted]
I am rejecting this response because:I spoke with a [redacted] at [redacted]. he informed me that access corrections has had problems with the online charging system between access correctionsand visa. he advised me that he is trying to get my money back. that was monday 10/19/2016. I haven't heard back from him yet. I am sure you understand that i don't want my money to be taken and not receive a product. I called access again today and spoke with a [redacted] in customer service. she wouldn't give me her last name. itried to have her purchase the credits I need for me as john and I were thinking that would resolve this problem going forward because access won't fix the online chargingsystem but I was told that even if ([redacted]) logged into my own personal account and charged my card that access wouldn't do that. this is what I was told access wouldbe able to do by john and also by many supervisors I have spoken with at access. this is getting to be ridiculous at this point. I need these credits to communicate withfamily and friends I have across the country. I also need to send my husband money so he can eat and I am scared because im afraid that my money will be taken again and then you all would over me hundreds of dollars. please please please please help me!!!!!!!!!!!!!!!!
Sincerely,
[redacted]

Good afternoon,After reviewing [redacted] – [redacted] – account, we show that the player was issued on 12/20/2010.  The manufacturer’s warranty time frame for Michigan DOC was 60 days from the date it was issued. Additionally, Michigan DOC decided not to extend or renew the contract with...

Access Corrections. It was their decision, not Access Corrections. The contract covered the service that Access Corrections would provide. Now it has expired. Access Corrections no longer services MI DOC players. Again, this is MI DOC’s decision.Thank you.

Good afternoon, After reviewing [redacted] – [redacted] – account our system shows that 1573 of 1575 songs have been delivered and received. Our system also shows that the last communication from Mr. [redacted] was through the Revdex.com website on 1/9/17; we’ve not received any communications...

since. After it was known that Michigan DOC would not extend or renew the contract with Access Corrections, gave notice that Michigan residents could still connect to the kiosk until March 3rd. Access Corrections also gave notice that we would accept players for repairs until that time. As stated above, we did not receive any communication from Mr. [redacted]. Access Corrections still accepts players for unlocking for a fee but the resident must provide an outside physical address – not the facility’s address – for us to ship the player. Thank you.

Good afternoon. Access Corrections and [redacted] is not responsible for the transition to a new music vendor.  The Department of Corrections made this decision. We have complied with all directives given to us from the DOC. It is the sole decision of the Florida Department of...

Corrections. It is not the decision of Access Corrections'. For requests for refund and answers about accessing music purchased, please contact Florida Department of Corrections. Thank you.