Keefe Commissary Network Sales

Initial Business Response /* (1000, 5, 2015/04/14) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - XXXXX, complaint in reference to song downloads and the songs...

quality and the song being correct. Access Corrections has a procedure in place for issues with song quality and to make sure the correct song is being downloaded. Mr. [redacted] mentioned that he submitted a tech form in reference to the issues he is having with the song downloads. This would be the proper procedure for song issues. I have reviewed those tech forms and it seems that our review team has reviewed the issues and has confirmed that there were no issues with the songs mentioned and the songs or correct as labeled.
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] - XXXXX, complaint in reference to songs not being downloaded to...

his MP3 player. Access Corrections has a procedure in place for issues with songs not being delivered to the inmate's playlist. If Mr. [redacted] could have submitted a technical form with the issues he was having, Access Corrections would have had our Technical team review the kiosk to see why the songs were not getting downloaded to the inmates MP3 player. This process usually takes 24-48hrs before the songs are delivered to the inmates MP3 player. As of 4/20/15 we have forwarded the issue to our Technical team and please have Mr. [redacted] connect to the kiosk in 24-48hrs to retrieve missing songs.
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.

A credit was issued in full on 1/25/16 in the amount of $11.59.
Thank you-
Keefe Commissary Network

Complaint: [redacted]
I am rejecting this response because: Even had we ordered on the 12, that is still two days for their delivery from their California location. As a result, the person was not able to receive any commissary for the week. My request still stands.
Sincerely,
[redacted]

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] - XXXXXX account we show that the MP3 player was issued on...

11/16/09. 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 3/30/15. On 4/7/15 we shipped the player back to Mr. [redacted] with a letter stating that the MP3 player was unable to be recovered. Access Corrections will attempt to repair any MP3 or MP4 player that was purchased from Access Corrections free of charge. If the player is unable to be repaired 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.

This letter is in response of Revdex.com complaint [redacted].  There are two things happening here.Although St. Clair County in Illinois is now a customer of Keefe Commissary Network, they were not in November 2016.With that said, we reached out to the account representative for the Saint Clair County...

Jail and they do not show that [redacted] has ever ordered the stated missing item, S221 Bottoms Thermal XXL.

Dear [redacted],Our records show a replacement cd was shipped on 03/16/2016 shortly after we received your returned cd back.We do apologize for any inconvenience.  Please note the manufacturers offers a warranty after our 30-day.Thanks again for choosing Access Securepak.

Initial Business Response /* (1000, 7, 2016/01/29) */
Dear Sir,
We received your complaint on your New Balance sneakers. Please note New Balance does not offer any warranty on any of the sneakers. However if you could have a facility officer contact us to verify that the shoes received in October ...

2015 were defective. We will gladly send a replacement pair. We appreciate your business and apologize for any inconvenience

Dear [redacted],   We received your request in regards to deleting an email address that has been created from an outside source. Please note our system does not allow access us to delete personal email accounts. However what can do is make notation on the accounts and not allow any types...

of transactions, to be processed under that account since you are stating you did not sign up or setup the account.  Please note personal information setup on accounts with our company is not shared. If you think there may have been a security breach on your part, please take all necessary precautions.

Initial Business Response /* (1000, 5, 2015/05/01) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] XXXXX complaint in reference to songs on back order and not being...

delivered to the MP3 player. Access Corrections has issued a refund for all songs on back order and the songs will still be delivered to Mr. [redacted] player free of charge for the delay. The kiosk had some technical difficulties that are being corrected currently. Access Corrections apologizes for any inconvenience this may have caused.
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 Consumer Rebuttal /* (3000, 8, 2015/05/04) */
Greetings Again:
This is regarding my letter dated April 23, 2015 complaining of not receiving ordered songs from Access Corrections whose business is located there is St. Louis.
Access Corrections has given me 25 free songs (credit) on my music account. Although this is appreciated, I still have 40 songs still on back-order which are not being provided.
The songs cost $1.99 each. If not immediately available, they are placed on back-order. Normal delivery time in the past has been about 48 hours for back-ordered songs. I have some now approaching two months.
It seems as though the Kiosk we plug into to download songs to our MP3 players is not reading the back-ordered once they are being placed on back-order. Once on the back-order manager on the MP3 player, they are scanned over when we plug into the Kiosk the next session. It doesn't seem to be reading them.
I would suggest that the company look into replacing the Kiosk we have in our facility. The "free songs" don't do much good to resolve anything if we can't get them either! If we order a "free song" and it is back-ordered, then that merely adds to those already back-ordered.
I do appreciate the company trying to appease us; but they really need to do something about their malfunctioning Kiosk here. Thank you.
Sincerely,
[redacted] L. [redacted]
Final Consumer Response /* (2000, 12, 2015/05/12) */
This is to let you know that my complaint with case number above has now been resolved satisfactorily with Access Corrections/Keefe.
Thank you very much for your kind assistance in handling this matter for me.
Sincerely,
[redacted]

I'm writing concerning the above mentioned matter.  I'm not satisfied with the remedy.  I was simply ---- the same songs with the same length.  Pretty much nothing was done.  The "Ombre No" song is in totality between 12-19 minutes long.  the one I was given is a bit over 7 minutes.  "Zone De Gangsta" Remix is missing the main artists verse (Daddy Yankee - D.Y.).  I need either both songs in their totality or be reimbursed.Any and all assistance would be very greatly appreciated.  Thank you for your time.

See attached pdf document in response to complaint [redacted].

Hello Mr. [redacted],Access Corrections apologizes that the redelivery of the song track, "Shut Up 'n Play Yer Guitar" by Frank Zappa is not resolving the issue of downloading and playing the song track.With these failed attempts, we must ask for your assistance in resolving the issue with this song...

track.  Please locate the song track in your file manager folder of your player.  Whether it shows up as "Shut Up 'n Play Yer Guitar" or by file number 1074784067, please mark the track for deletion.  This will delete the track from your player when you connect to the music kiosk.  From there; you should still be able to see the track in your file manager, as the track is part of your purchase history.  Locate the track again and mark it for reorder.  Connect to the kiosk and the song will be redelivered from our master library.These actions eliminates the possibility that the track as stored on the kiosk is corrupt.  It also eliminates any issues with download from kiosk to player.  These actions will force the kiosk to pull the track from our master library and deliver that copy of the song track, as opposed to the track as stored on the kiosk currently.This is the best option for resolve this issue.  We wish we could do more remotely, and appreciate your assistance in taking the above actions

Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - [redacted] complaint in reference to Access Corrections not unlocking (Removing the security feature) on the player and...

sending it back to the facility. The DOC's have set the policy of not allowing players without the security feature in the facilities. Access Corrections stated that the player was unable to connect to our recovery tool to have the player unlocked. The player was not working at all. Once the player was shipped back to the facility, they would not allow Mr. [redacted] access to his player since it was not working. This was a decision made by the DOC and not Access Corrections.
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, 2016/01/18) */
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 no song ticket ever being submitted for the...

song issues. Access Corrections has a procedure in place for any song issues that may occur. Mr. [redacted] should notify the proper staff of the song issues and Access Corrections will then assign a Song Ticket for the resident to either call or communicate with the staff to find out what the resolution was for the song issues. We have assigned a Song Ticket #XXXXX for Mr. [redacted] song issues. Please feel free to contact us in 5 business days to find out what the resolution is for the ticket assigned. 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,After reviewing [redacted] – [redacted] – account we show that the MP3 player was issued on 3/3/14.  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 [redacted]. It was their decision, not ours. [redacted] gave notice to all facilities that residents would have opportunities to reset their mortality timers on their players to 3,650 days by either connecting to the kiosks or to send in their players. However, because the contract with Michigan DOC expired, this removed the full services that [redacted] supplied to MI DOC residents. At the time Mr. Haynes purchased his player, [redacted] had full intention to give complete service to MI DOC residents. [redacted] had no prediction that MI DOC would not continue its contract with [redacted]. Our system shows that his player was received most recently on 9/18/10/2017 at [redacted]. However, as of 6/1/2017, [redacted] does not review players from MI DOC because of the contract expiration. There was no Return Authorization issued for the player. The player was returned to the facility.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, unless the refund doesn't happen as promised.
Sincerely,
[redacted]

Good afternoon,We have reviewed the issue for [redacted]. We understand his strong concern. We are shipping a replacement to him right away. The reason for the delay lies in the inability to reset players from Iowa. [redacted] went fully to a different system for media and kiosks....

[redacted] unfortunately did not have the software to reset players. We just very recently received a new version of our application for resetting the [redacted]’s for Iowa and started to reset them today (10/24/2017). We apologize for the long delay. As stated earlier, we are shipping a player right away.Thank you.

Initial Business Response /* (1000, 15, 2015/09/22) */
A refund was previously completed for Mr. [redacted] in the amount of $15.27 (see attachment).
Thank you,
Keefe Commissary Network

Initial Business Response /* (1000, 5, 2016/02/25) */
Dear [redacted],
Please understand that as a supply & demand business for the correctional institutions there are going to be time when we are going to be out of stock on products. Please understand that we would never alienate any one person...

from any of our products. Sorry for any misunderstanding.