Keefe Commissary Network Sales

? Good afternoon,? After reviewing [redacted] ?" complaint in reference to a refund for the song Rainman (Bonus Track), our system shows that a refund was applied on 7/19/for song concerned in the amount of $1.99.? ? 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, 10, 2015/09/02) */ Contact Name and Title: [redacted] CSRMGR Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @keefegroup.com Dear [redacted] We encourage our customers to take full advantage of the limitAfter listening to the call the sender was fully aware of the limit, toothpaste and the amount of soapIt is our job to promote products not deny themWe apologize for any misunderstandingThank You for Choosing Access

Good afternoon, We have reviewed [redacted] – [redacted] Revdex.com complaintTo better assist Mr [redacted] regarding his song issues, please have him give us a list of the songs in disputeThe list should have the songs’ full titles, artists’ names and album titlesWe can then research the issues thus and then respond accordinglyThank youWe appreciate Mr [redacted] ’s business and will continue to honor our commitment to provide the best customer service we can Thank you

Good afternoon,Michigan DOC decided not to renew the contract with Access Corrections but contracted a different vendorIt was not Access Corrections’ decisionThis contract covers service to be provided to Michigan residentsThis has now transferred to JPayAfter reviewing [redacted] – [redacted] – account we show that the MPplayer was issued on 4/23/ The manufacture warranty time frame for Michigan DOC is days from the date it is issued Our records show that Mr [redacted] last sent his player in to be reviewed on 7/2/and that Access Corrections shipped the player back recoveredWe have not received the player sinceOur system also shows that the player made a connection to one of our kiosks as recently as 2/3/The kiosk gives mortality timer of 3,days whenever the player connects to the kioskThe kiosk is available for use until March 1st, 2017, when, because of the contract ending, all kiosks must be removedWe 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, 15, 2015/09/22) */ A refund was previously completed for Mr [redacted] in the amount of $(see attachment) Thank you, Keefe Commissary Network

Initial Business Response / [redacted] (1000, 5, 2015/10/23) */ 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 7/10/ 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 8/19/and on 9/7/Access Corrections sent Mr [redacted] player back with a letter stating that the player was unable to be repaired and the warranty period had expired Access Corrections will attempt to repair 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 Mr***,Access Corrections is sorry to hear about the experience you are having with your MPplayer at [redacted] ***.? Access Corrections' MPplayers coming with a day manufacturer's warranty, that covers the player for any physical or functional defects.? We also offer a software repair service for our players whether in or outside the warranty period.We have the purchase date of your MPplayer as June 18, 2015.? Furthermore; we have record of notice about the issue with the MPplayer on May 23, 2016.? As stated above; there's a day warranty period, and when Access received your player on May 26, 2016, that warranty was expired.? Regardless of the warranty expiration, Access still attempted to format your player (remove all files), reload the player software, and reload your Michigan DOC media account.? Unfortunately; we could not get your player to connect to our computer, and we could not communicate with the player, in order to repair the software.Your player is not covered under the warranty, so we will not replace the player.? We are willing to review your player again and attempt to fix it.? Please contact Access Corrections at [redacted] option to obtain a return authorization number.? The following is more specific as to process we follow, but if we cannot connect your player, whether due to physical issue or function issue, we cannot complete each task of the below.Players and accessories go through a series of review, and in some cases are reset to manufacturer settings, and updated with the latest MPsoftware.? The review on the player are as follows:Insert new batteries into the player and turn the player onReview the player for button functionality, and display functionsReview the physical aspects of the player, ports, and buttonsReview the files stored on the playerRemove the files on the player and install the latest player software on the playerInitialized the player by adding the media account to the playerInsert new batteries to ensure software update and initialization processed completelySync the player to our Corporate kiosk and complete a kiosk session?

Initial Business Response / [redacted] (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/and was signed for by the facility

The complainant is referencing that he is unable to [redacted] a game on his JPSNeither [redacted] Corrections nor [redacted] offered a device to MI DOC residents with either a game nor for this particular deviceThis issue should be directed to whomever sold the device to the resident as it is not [redacted] Corrections nor [redacted]

Dear [redacted] ,We received your complaint in regards to a cassette playerPlease provide us with more information so that we can look into this matterWhat is your I.Dnumber?? When and where was the cassette purchased.? We look forward to looking into this matter

The warranty timeline (7-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 business days to return an new TV, we are already at weeks.? We ensure that we move as? quickly as possible to get the product back out in working order.?

Initial Business Response / [redacted] (1000, 5, 2015/10/30) */ Dear [redacted] , Our records show a refund of $dollars was issued back on the card that you utilize to make the purchase on Oct23, We apologize for any inconvenience Thanks again for Choosing Access Corrections

Dear [redacted] ,We received your complaint dealing with a listening system for a kiosk not working in regards to songs being purchase for a Sandisk MPPlease provide us with more information so that we can looking into this matterWhat is the name of the facilityDo you have and invoice number for? Sandisk MP3? purchased along with the music purchase? Who did you speak with in regards to this issue? We do apologize for any inconvenience and promise to look into this matter

Good afternoon,? After reviewing [redacted] ***’s account we show that the MPplayer was issued on 10/4/2012.? The manufacture 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 2/19/and on the same day Access Corrections shipped the player back with a letter stating that we were unable to recover the playerService notes for the return of the player does not mention any “kiosk damage”Our system records do not mention any “kiosk damage” as well nor have we received any written communication from Mr [redacted] that states the kiosk has damaged his playerDespite considerable research into the issue of whether kiosks damage players, to date Access Corrections cannot confirm that they doAccess Corrections will attempt to recover any player purchased from Access Corrections to residents of Florida DOC 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***’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

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

Good afternoon, After reviewing [redacted] – [redacted] – account our system shows that of songs have been delivered and receivedOur 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 sinceAfter 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 3rdAccess Corrections also gave notice that we would accept players for repairs until that timeAs 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 playerThank you

Initial Business Response / [redacted] (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 MPplayer was issued on 11/8/ The manufacture warranty time frame for Iowa DOC is days from the date it is issued Our records show that Mr [redacted] sent his player in to be reviewed on 4/27/and on 5/6/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: Even had we ordered on the 12, that is still two days for their delivery from their California locationAs a result, the person was not able to receive any commissary for the weekMy request still stands Sincerely, [redacted]

Dear [redacted] , ? We have no record of a deposit referencing ? receipt # [redacted] for [redacted] ? in our systemPlease contact your banking institution to see if your card has been charged for any depositsif so contact? our office at [redacted] ? and provide us with the resident ID number and the last 4digit of a credit card used for potential depositSo that we can check further into this matter

Initial Business Response / [redacted] (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 issuesAccess Corrections has a procedure in place for any song issues that may occurMr [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 issuesWe have assigned a Song Ticket #XXXXX for Mr [redacted] song issuesPlease feel free to contact us in business days to find out what the resolution is for the ticket assignedThank 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