Keefe Commissary Network Sales

Initial Business Response /* (1000, 5, 2015/10/12) */
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 song downloads and the songs...

being mislabeled. Access Corrections has a procedure in place for issues with songs and any discrepancies with the songs purchased. When songs have any issues the inmate should fill out a tech form and submit it to Access Corrections. The songs are then reviewed by our review team and the inmate is given the resolution for the song issue. If the songs are confirmed to have issues the songs would be refunded back to the inmate. Access Corrections does not label the songs, the songs are labeled by the artist or the record label. After reviewing our song ticket system we show no ticket for Mr. [redacted]. If Mr. [redacted] would like Access Corrections to review any songs that he has issue with, please have Mr. [redacted] fill out a tech form and submit it to Access Corrections to be reviewed by our review team. 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.

Dear [redacted].   We received your inquiry in regards to a deposit being placed on Nov. 3, 2017. Please note on that date Access Corrections was not a vendor for the Mo. Department of Corrections. At that point we would not have been able to accept or transfer any deposit during that...

timeframe.  Please refer all questions to: MDC at [redacted]. If the deposit was made by credit card please view your statement for verification.  We do apologize for any misunderstanding.

The complainant is referencing that he is unable to [redacted] a game on his JPS. Neither [redacted] Corrections nor [redacted] offered a device to MI DOC residents with either a game nor for this particular device. This issue should be directed to whomever sold the device to the resident as it is not [redacted]...

Corrections nor [redacted].

After reviewing [redacted] account; we show that the MP3 player was issued on April 18, 2014.  The manufacture warranty time frame for the Michigan DOC is 60 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 60 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 /* (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 7 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.

Initial Business Response /* (1000, 5, 2015/12/21) */
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 3/16/12....

The manufacture warranty time frame for Florida DOC is 90 days from the date the player is issued. Our records show that Mr. [redacted] sent his player in to be reviewed on 10/28/15. On 11/5/15 Access Corrections sent his player back with a letter stating that Access Corrections was unable to recover the MP3 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 of the player. 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, 2015/06/19) */
Contact Name and Title: Access Correctons - 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 12/9/14....

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 on 3/30/15 to be reviewed. On 3/27/15 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] 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 player was issued on 7/7/2009.  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 we show that the MP3 player with s/n ending in 1909 was issued on 1/30/2012.  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 8/2/2013 and on 8/5/2013 Access Corrections shipped the player back with a letter stating that we were unable to recover the player.  Our records then show that Mr. [redacted] bought a new player with s/n 0651 and it was issued on 8/30/2013. This player was sent in on review on 10/8/2013. It was recovered and sent back. On 5/25/2016 Access Corrections received the player s/n 1909. It was recovered and returned to Mr. [redacted]. Later last year, Mr. [redacted] returned the player s/n 0651 to request that it be returned to stock and he receive a refund. However it was shipped back to Mr. [redacted] because at that time it was well past the warranty period of 90 days– 12/2/2016 – compared to 830/2013. 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.

They did pay me my money. That resolves my complaint.

Good afternoon,   After reviewing [redacted] [redacted], account we show that the MP3 player was issued on 4/24/12.  The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued.  Our records show that Mr. Davis sent his player in to be reviewed...

on 5/29/13 and on 3/28/16. Access Corrections shipped the player back with a letter stating that we were unable to recover the player on 3/29/16. Access Corrections will attempt to recover any player purchased from Access Corrections free of charge no matter when the player was purchased. If Mr. Davis would like for us to review the player again, please reference RA# [redacted].  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. Davis’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. GCOMPLAINT ACTIVITY REPORT  Case # 1505006        Revdex.com Serving Eastern Missouri and Southern Illinois   Consumer Info:   Forbes II, #664612, David                                     �...⇄ Business Info: Access Catalog Co                                 1500 Caberfae Hwy                                          ...⇄                                                           Manistee, MI  49660-8902                                   ...⇄                                          -        -                                       �...⇄ 636 925-9573                                     Location Involved:   (Same as above)   Consumer's Original Complaint : I would like to file a report complaint on the MDOC and Access Corrections for selling us prisoners over priced products that are bad a faulty.  For the past six months I have been trying to get the address to the Revdex.com from our Law Library but of course the facility here doesn't like us inmates reporting the MDOC foul and corrupt business deals that take advantage of us prisoners and our families.  I finally got you guys address from my Father.   Since about the Gall of 2012 the MDOC as allowed us prisoners to purchase one band of MP3 Player through access corrections.  It is the MAPD MAXX 4GB and MAXX 8GB personal media play.  I bought the MAXX 8GB player for $137.75 plus the adapter for $15.90- so all together I spent $153.56 and I received it on may 2, 2013.  The whole reason why I bought this product is because they claimed that it was a good product and both the MDOC and access state to us that we would have no problems with this product and we would be able to purchase any songs that we liked with no expectations and with no limitations for $1.48 a song.  (They lied)   I only had my MP3 player for 5 months when it started shutting down and would say disabled please connect to kiosk.  But when the officer here would connect it to the kiosk it wouldn't up load like it should.  So, I sent it back to access in Oct of 2013 and they inspected it and doing it to have a software malfunction.  They fixed it for free and apologized for any inconvenience and that I shouldn't ever have this problem again.  I got my MP3 player back in Jan 7, 2014 and seven months later on Aug 20, 2014 the software malfunction reared its ugly head and once again I must sent I back to them to fix  the problems.  It sees that this product is really more like a $153.00 software infested device that is going to be a long term headache and rip off...   Now as for the songs, on March 1st or April 1st that MDOC and access both decided that we adults who are over the age of 18 years old were unfit to buy or listen to any explicit songs.  So when we buy the song we like for the $1.48, we get a song that has a silence spots in the song where the curse word or derogatory phase was, which makes the song sound like crap or like your listening to a record/CD skipping.  Purchasing the songs are no longer for the $1.48 that we prisoners agree to with the claim that we could buy any song that we liked with no exceptions and with no limitations. Once again they lied.   In closing, I would like to thank you and your staff for taking the time out to look over and read this long letter.  There is other issues I would like to rise on another totally different subject but I will rise that problem at another date and time.  For now this is the first that needs to be addressed and the prisoners here and our families look forward to any answers or solution that the Revdex.com can give us.  Your time in handling this is greatly appreciated by all of us. Please have a Nice and Peaceful day!!!   David Forbes     Consumer's Desired Resolution: I want my MP3 player fixed   Revdex.com Processing   10/07/2014                31sn      Revdex.com        Complaint Received by Revdex.com 10/07/2014                31sn      Revdex.com        Forward to Another Revdex.com - OTTO 10/07/2014                Otto      MAIL       Inform Consumer Case Transferred to Another Revdex.com 10/07/2014                Otto      EMAIL     Inform other Revdex.com Case Transferred 10/07/2014                Otto      Revdex.com        Case Closed as TRANSFERRED to another Revdex.com 10/08/2014                Revdex.com      Revdex.com        Complaint Received by Revdex.com 10/08/2014                DPT       Revdex.com        Complaint Reviewed by Revdex.com Operator 10/08/2014                Otto      MAIL       C1 - Send Acknowledgement to Consumer - Non-Mbr 10/08/2014                Otto      EMAIL     B1 - Inform Business of Complaint - Non-Mbr

Initial Business Response /* (1000, 5, 2015/12/03) */
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 4/30/13....

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 9/24/14 and on 10/2/14 Access Corrections sent Mr. [redacted] player back recovered. On 11/26/14 Mr. [redacted] sent the player in to be reviewed. On 12/8/14 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] 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 an order arriving late. Please note  All orders for [redacted] Detention Center are shipped on Monday’s & Wednesday per the facility request. Your order was placed on Sunday February 11 via web site. Sunday is a...

non-business day for [redacted]. On Monday February 12 we received the order, due to processing and handling your order was expedited for the next available ship date which was Wednesday Feb. 14, 2018. No refund will be issued as the company has delivered within the timeline of the  shipping agreement. We apologize for any misunderstanding. For all future orders that needs to arrive sooner, please provide more than a 24 hour timeframe.  Thanks for Choosing [redacted].

Initial Business Response /* (1000, 10, 2015/06/15) */
Contact Name and Title: Access Corrections - Rep.
Contact Phone: X-XXX-XXX-XXXX
Contact Email: [redacted]@accesscorrections.com
Good afternoon,
After reviewing [redacted] - XXXXXX, complaint in reference to song downloads and the songs...

being delivered in a timely fashion. Access Corrections has a procedure in place for issues with songs on back order. When songs are on back order the inmate should fill out a tech form and submit it to Access Corrections, the songs are usually delivered within 24-48hrs. In some uncontrollable cases it might take a little longer. After reviewing Mr. [redacted] playlist, we show that some of the songs are ready to be downloaded all Mr. [redacted] would need to do is connect to the kiosk to retrieve missing songs. We have forwarded the issue to our tech team and they will deliver the other missing songs. Please allow 24-48hrs for the issue to be resolved. 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.

The warranty timeline (7-14 business days) does not include Keefe’s processing time as well as the VA DOC property department processing time.  The manufacturer’s timeline only pertains to receiving the broken TV and shipping a new one.  If it takes the TV company 14 business days to...

return an new TV, we are already at 3 weeks. We ensure that we move as quickly as possible to get the product back out in working order.

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...

2/2/15. The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] has had a player replaced on 2/12/15, but has never sent this player in for review. 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 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.

Dear Mr. [redacted],Access Corrections MP3 and MP4 players come with a manufacturer's warranty of 90 days.  The warranty covers any physical or functional defects in the player.  Beyond the manufacturer's warranty, Access Corrections also offers a player review / repair service for functional...

issues with the MP3 player.Access Corrections did not refuse to review your player.  We would very much like to keep all players functioning and retain our customers, so there is no reason for us to refuse to review and attempt to repair one of our players.  We cannot fix physical damage to a player, and specifically offer functionality repairs, but we will not replace a player that does NOT have a valid warranty when we are unable to fix the functional issues of the player.Your player would not turn on for us.  Your player would not connect to our computer via USB connection, and therefore; we are unable to access your player's software and attempt to repair any issues.  We will review your player again, as you notified us that you just recently sent the player for a second review.  We hope very much to be successful in fixing your player, but if not repaired, we will not replace at no charge as your player is no longer covered under warranty.We will make every attempt to recover your player's functionality and retain you as a customer.  Thank you for sending your player.

Initial Business Response /* (1000, 5, 2015/09/04) */
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...

6/4/13. The manufacture warranty time frame for Michigan DOC is 60 days from the date it is issued. Our records show that Mr. [redacted] sent the player in on 12/2/13 to be review by Access Corrections. On 12/3/13 Access Corrections shipped Mr. [redacted]'s player back stating that Access Corrections was able to recover the player. On 3/25/15 Mr. [redacted] sent in the player to be reviewed. On 4/1/15 Access Corrections shipped the player back recovered. On 5/28/15 Mr. [redacted] sent his player in again to be reviewed. On 6/5/15 Access Corrections sent the player back recovered. On 7/20/15 Mr. [redacted] sent his player in for review and again Access Corrections sent player back to Mr. [redacted] recovered. On 8/24/15 Mr. [redacted] sent player in again to be review. On 9/3/15 Access Corrections sent a letter with the player stating Access Corrections was unable to recover the player and the player was out of warranty. 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.

Initial Business Response /* (1000, 5, 2015/12/21) */
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...

5/25/11. 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 and the player was able to be recovered. On 9/17/15 Mr. [redacted] sent the player in for review. On 10/8/15 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 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, 7, 2015/06/03) */
Dear Mr. [redacted]
Our records show that your packages was returned back to us, we reshipped the package.
Tracking shows the packaged arrived at your facility on 02/14/2014 and was signed for by the facility.