Keefe Commissary Network Sales

Good afternoon, ? After reviewing [redacted] ?" [redacted] ?" account we show that the MPplayer was issued on 4/18/2012.? The manufacturer’s warranty time frame for Florida DOC is days from the date it is issued.? Our records show that Mr [redacted] sent his player in to be reviewed on 7/28/and on the same day [redacted] shipped the player recoveredHowever, [redacted] has no record of receiving the player sinceEven if a Resident Authorization was not issued to the player prior to its receipt at [redacted] , our player review team immediately identifies the player and issues an RA# for its reviewNo such record for this player has been createdWe instruct that the resident’s facility give us tracking information for this particular player including carrier and tracking numberWe can then research this issue further.? ? Thank you? ?

Good afternoon,? After reviewing [redacted] ?" [redacted] , account we show that the MPplayer was issued on 7/30/13.? The manufacture warranty time frame for Michigan DOC is days from the date it is issued.? Our records show that Mr [redacted] sent his player in to be reviewed on 1/21/and on 2/4/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.? If Mr [redacted] would like Access Corrections to review the player a second time, please reference RA# [redacted] to have the player sent in for review.? 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 / [redacted] (1000, 5, 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 MPplayer was issued on 7/22/The manufacture warranty time frame for Michigan DOC is days from the date it is issuedOur records show that Mr [redacted] sent his player in on several occasions to be review by Access CorrectionsOn each occasion we shipped Mr [redacted] 's player back stating that Access Corrections was able to recover the playerAccess Corrections will attempt to review any player purchased from Access free of charge no matter when the player was purchasedOur system shows that Mr [redacted] was issued a RA#XXXXX on 7/13/15, we will thoroughly review the player when we receive it The warranty covers software and function defects for the MP3/MPplayers or earbudsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty 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 canThank 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 visahe advised me that he is trying to get my money backthat was monday 10/19/i haven't heard back from him yeti am sure you understand that I don't want my money to be taken and not receive a producti called access again today and spoke with a [redacted] in customer serviceshe wouldn't give me her last nameitried 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 (***) logged into my own personal account and charged my card that access wouldn't do thatthis is what I was told access wouldbe able to do by john and also by many supervisors I have spoken with at accessthis is getting to be ridiculous at this pointi need these credits to communicate withfamily and friends I have across the countryi 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 dollarsplease please please please help me!!!!!!!!!!!!!!!! Sincerely, [redacted]

Good afternoon,? After reviewing [redacted] ?" [redacted] , account we show that the MPplayer was sent in for review and was unable to be recovered.? The manufacture warranty time frame for Michigan DOC is days from the date it is issued.? Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased.? Please have [redacted] reference RA# [redacted] to have the player sent in to be review a second time.? 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

After reviewing [redacted] account; we show that the MPplayer was issued on April 18, The manufacture warranty time frame for the Michigan DOC is days from the date the player was issued The warranty covers software and function defects for the player Physically altered or purposefully damaged players should not be returned, as these actions void the warranty When the player is reviewed by Access Corrections and found to be have a functional defective or physical issue, and the player is still within the day warranty, the player will be replaced at no charge Access Corrections does not charge for the review and repair of players, and in most cases pays for the shipping of the player from consumer to Access Corrections and back to the consumer Access Corrections has no record of player functionality concerns from Mr [redacted] beyond this Revdex.com complaint We advise that Mr [redacted] contact Access for a return authorization number and instructions on how to return the player This same information can be found in the user guide provided with the music player Our customer service phone number is [redacted] We trust that this response and information within satisfies Mr [redacted] inquiry

Initial Business Response / [redacted] (1000, 5, 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] - XXXXX issue with the purchase of songs Access Corrections would like to refund for the songs that Mr [redacted] states were not purchased by him The funds will be available with Mr [redacted] next kiosk connection 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

Dear [redacted] , We have no record of being notified of missing itemsWe will immediately refund for 1of item # [redacted] coffee and of item # [redacted] non diary creamerWe apologize for any inconvenienceFor a total of Thanks for choosing Access Securepak

? Good afternoon, ? We have reviewed [redacted] ?" [redacted] ?" Revdex.com complaintOur system shows that Access Corrections has not yet received a $order from the facility for himOur last receipt of an order was on 6/16/for $We would be happy to process the order as soon as we receive it from the facilityPlease have Mr [redacted] contact his facility representative for assistanceThe facility should contact us to see that the order is placedThank 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 / [redacted] (1000, 5, 2015/10/07) */ 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 MPplayer the inmate is referencing was issued on 4/1/ The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr [redacted] sent his player in for repair on 9/17/13, and on 2/16/ On both occasions Access Corrections was able to recover Mr [redacted] MPplayer On 6/10/Mr [redacted] sent his player in again to be reviewed On 6/23/Access Corrections sent Mr [redacted] player back with a letter stating that the player was unable to be recovered and the player was out of warranty As long as the MPplayer was purchased from Access Corrections, we will always attempt to recover the player free of charge 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: "Please note our system does not allow access us to delete personal email accounts." This is not acceptableIf you are storing personal information of your customers, you need to be prepared to purge this information at a customer's requestThere's no technical reason why this can't be removed Sincerely, *** [redacted]

Initial Business Response / [redacted] (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 MPplayer was issued on 11/13/ The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr [redacted] sent his player in for review on 9/18/ On 10/4/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***'s player on other occasions On 6/1/Mr [redacted] sent the player in for review On 6/23/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/MPplayer 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***'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] ,We are sorry that you feel the music kiosk at [redacted] Correctional Facility damaged your player.? We offer a player review / repair service on all our MPplayers.? Out players come with a day manufacturer's warranty, but we offer the review service whether the player is covered under warranty or not.? We are more than happy to review your player for you and try to recover the player to full functionality.Access Corrections has music kiosks all across the United States, and we monitor this equipment remotely and review the functionality of this equipment with notices of player issues and facility notification that the kiosk is malfunctioning.? Access Corrections reviews trends in notifications, especially when those notifications are coming from the same facility.? We do no have record of such a trend in player / kiosk notifications from [redacted] C.F., nor do we see above player return numbers from [redacted] at the time that we received notification from you concerning your player.There's no evidence that the kiosk is damaging players at [redacted] Correctional Facility, and we have numerous connections, song downloads, and successful player updates at this facility.? If you would like us to review your player and try to recover the functionality of the player, please contact us at [redacted] option to make arrangements to get your player to Access Corrections

Initial Business Response / [redacted] (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 MPplayer was issued on 4/24/The manufacture warranty time frame for Michigan DOC is days from the date it is issuedOur records show that MrMoberg sent the player in on 6/26/to be review by Access CorrectionsOn 7/8/Access Corrections shipped MrMoberg's player back stating that Access Corrections was able to recover the playerOn 7/2/MrMoberg sent in the player to be reviewedOn 7/20/Access Corrections shipped the player back with a letter stating Access Corrections was unable to repair the playerAccess 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/MPplayers or earbudsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty 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 canThank you Thank you for choosing Access Corrections

Good afternoon, We’ve reviewed [redacted] – [redacted] – complaintOur system shows that his player was issued 5/3/The manufacture warranty time frame for Michigan DOC is days from the date it is issuedOur 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/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 CorrectionsThus there is no contract between MI DOC and Access CorrectionsMI 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 accessoriesThere are agreements though that Access Corrections are continuingAs of the time of this writing, Access Corrections is still accepting players in need of reviewWe have also made provisions to enable residents to enjoy their players for a long time by extending the 30-day security timer regulators to years We appreciate Mr [redacted] ’s business and will continue to honor our commitment to provide the best customer service we can Thank youThank you for choosing Access Corrections

Initial Business Response / [redacted] (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 MPplayer was issued on 6/19/The manufacture warranty time frame for Michigan DOC is days from the date it is issuedOur records show that Mr [redacted] sent his player in to be reviewed on 10/29/On 11/3/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 expiredAccess Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchasedThank you The warranty covers software and function defects for the player or earbudsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty 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 canThank 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]

Initial Business Response / [redacted] (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 MPplayer was issued on 3/23/The manufacture warranty time frame for Florida DOC is days from the date it is issuedOur 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] playerAccess Corrections will attempt to repair any player purchased from Access Corrections free of charge no matter when the player was purchasedAccess 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 earbudsPhysically damaged items cannot be returned, exchanged or refundedWhen the player is examined by Access Corrections and found to be defective within the warranty period it will be replaced at no chargeWarranty expiration dates vary by the DOC We appreciate Mr***'s business and will continue to honor our commitment to provide the best customer service we canThank you Thank you for choosing Access Corrections

Initial Business Response / [redacted] (1000, 5, 2015/07/13) */ Contact Name and Title: Access Corrections - Rep Contact Phone: X-XXX-XXX-XXXX Contact Email: [redacted] @accesscorrections.com Good afternoon, After reviewing [redacted] XXXXXXX account we show that the MPplayer the inmate is referencing was purchased on 8/27/The manufacture warranty time frame for Iowa DOC is days from the date it is issuedOur records show that Mr [redacted] sent his player in for review on 4/17/On 4/24/we shipped the player back to Mr [redacted] after recovering the MPplayer free of chargeOn 6/10/Mr [redacted] sent his player in a second time and after reviewing the player our Technical Team was able to recover the MPplayerAs long as the MPplayer was purchased from Access Corrections, we will always review the player free of chargeMr [redacted] was issued another RA# XXXXX on 7/8/to have the player sent in for review if the player is unable to be recovered we will look at the option of replacing the playerThank you We appreciate Mr [redacted] business and will continue to honor our commitment to provide the best customer service we canThank you Thank you for choosing Access Corrections

Questions you asked:1) What is the name of the facility?Answer:? As indicated in my original complaint, the name of the facility is Eastern Kentucky Correctional Complex; Facility # [redacted] .2)? Do you have and (sic) invoice number for Sandisk MPpurchased along with the music purchase?Answer:? No, I do not; the Keefe Network here at the institution keeps a record of all of our purchases and can easily be obtained by your employees here at the institution.3)? Who did you speak with in regards to the issue? Answer:? Several (there are less than ten employees of Keefe here).? One was named ***; one was a young red-headed guy; one was an older heavy-set man.Thank you for your reply.? I have already purchased songs with you at $a song for a total of $169.15.? I hope that you consider me a valued customer and refund the eleven songs I was not able to preview prior to purchase.? ?