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Kwik Kopy Printing Reviews (2)

Initial Business Response / [redacted] (1000, 10, 2016/06/09) */ [redacted] We have reviewed the attached complaint [redacted] did indeed lease a new machine in late spring with delivery in early June of from ICR LtdIt was my opinion based on my years industry experience that her existing [redacted] be retiredHer existing unit was acquired by ICR from the leasing company as part of the transaction establishing a new lease on an [redacted] Prior to the installation it became evident upon speaking with the client and her secretary [redacted] , they would like to “go slowly†with implementing the new technology presented by the new unitBetween being a busy two person office as well as dealing with time sensitive patient reports it was obvious they would not look favorably on any disruption in their schedule Aiming to please, we agreed to set up the [redacted] parallel to the old [redacted] and “phase in†the full commissioning of the new unitThe [redacted] , now the property of ICR was not destined for resale, so we saw no issue in following the customer’s wishes As these machines serve major office functions, we decided to start with implementing copy and printWe left her old unit in place so if during the course of using the new one any problem was encountered they could simply continue to use the old one and continue on with their busy dayNormally this entire process of commissioning this new unit including staff training can be completed in under an hourUnfortunately, due to the age of [redacted] ’s computer network and related software combined with the nature of her practice, this process was destined to take additional time Over a period of weeks we installed the new unit on [redacted] ’s networkOn many occasions upon presenting ourselves at the office we were told “today is not a good day†, [redacted] We saw this as no problem as [redacted] appeared perfectly happy operating with the old systemOn other occasions, we were not available within their scheduleOn one occasion I arrived to find the software installed on their two person peer to peer network previously had “disappeared†requiring additional hours to reinstallAt another point we arrived to find they had changed internet service providers requiring additional IT services on our partFor this entire period of time, the new unit was operational as a copier, printer and scanner but in use only when I visited the office After many weeks similar to above we decided to force the issue and fully implement the new unit on a Thursday afternoon with their office being closed on FridayMonday morning we discovered it was not receiving faxes from “blocked numbers†We reinstalled the old unit which was as simple as moving a phone cord from one machine to the nextUpon return I disabled the feature which was dumping “blocked numbers†Upon implementing the system again, within a day or so we found it was unable to fax from memory to a select few numbersAgain we reinstalled the old unitResearch led us to discover the issue to be with the “ [redacted] †or similar phone system being employed at the local regional hospitalAgain, we resolved the issue Programming issues of the nature portrayed above are not uncommon in our industry and normally resolved within the first few days of an installation once discoveredIn this case the “go slowly†implementation adopted in [redacted] ’s office impeded this and negatively affected our business relationship As of the third week of March I left [redacted] ’s office with the new system fully operationalI have no knowledge of anything otherwise [redacted] after much consideration I visited with [redacted] at the end of March and extended an offer to replace the [redacted] with one fresh out of box so any “lemon†argument would be off the plate or, if this was not acceptable to her, with a new in box version of their old machine which, at that time, I was able to source from a dealer in [redacted] Both options would come at considerable cost to ICR, but I felt it important to offer [redacted] a “win†in order to facilitate the continuation of the business relationship for the next five yearsAt no time was it communicated to me that the new [redacted] was not working properly After not getting a response to my offer for a number of weeks I dropped back in mid April to see where we stood and left with no sense of direction after speaking with [redacted] Again, it was not communicated to me that the [redacted] was not doing the job for which it was intended The [redacted] currently installed at [redacted] ’s office is the property of a leasing company and not ICR’s to take back unless we were willing to assume the lease, which we are notWe have invested over man hours at our cost to complete a job that should have taken no more than two In my opinion, the [redacted] is fully capable of doing the job for which it was intended ICR has existed for almost yearsWe have many clients who have been with us from the beginningMost have evolved to use our services for every product we provideIn my opinion we have achieved this by never failing to go the extra mile for our customer I fail to see how we could do anything more for this customer Sincerely, [redacted] (***) [redacted]

Initial Business Response /* (1000, 10, 2016/06/09) */
[redacted]
We have reviewed the attached complaint.
[redacted] did indeed...

lease a new machine in late spring 2015 with delivery in early June
of 2015 from ICR Ltd. It was my opinion based on my 25 years industry experience that
her existing [redacted] be retired. Her existing unit was acquired by ICR from the
leasing company as part of the transaction establishing a new lease on an [redacted].
Prior to the installation it became evident upon speaking with the client and her
secretary [redacted], they would like to “go slowly” with implementing the new technology
presented by the new unit. Between being a busy two person office as well as dealing
with time sensitive patient reports it was obvious they would not look favorably on any
disruption in their schedule.
Aiming to please, we agreed to set up the [redacted] parallel to the old [redacted] and
“phase in” the full commissioning of the new unit. The [redacted], now the property of
ICR was not destined for resale, so we saw no issue in following the customer’s wishes.
As these machines serve 4 major office functions, we decided to start with implementing
copy and print. We left her old unit in place so if during the course of using the new one
any problem was encountered they could simply continue to use the old one and
continue on with their busy day. Normally this entire process of commissioning this new
unit including staff training can be completed in under an hour. Unfortunately, due to the
age of [redacted]’s computer network and related software combined with the nature of
her practice, this process was destined to take additional time.
Over a period of weeks we installed the new unit on [redacted]’s network. On many
occasions upon presenting ourselves at the office we were told “today is not a good
day”, [redacted] We saw this as no problem as [redacted]
appeared perfectly happy operating with the old system. On other occasions, we were
not available within their schedule. On one occasion I arrived to find the software
installed on their two person peer to peer network previously had “disappeared”
requiring additional hours to reinstall. At another point we arrived to find they had
changed internet service providers requiring additional IT services on our part. For this
entire period of time, the new unit was operational as a copier, printer and scanner but
in use only when I visited the office.
After many weeks similar to above we decided to force the issue and fully implement
the new unit on a Thursday afternoon with their office being closed on Friday. Monday
morning we discovered it was not receiving faxes from “blocked numbers”. We
reinstalled the old unit which was as simple as moving a phone cord from one machine
to the next. Upon return I disabled the feature which was dumping “blocked numbers”.
Upon implementing the system again, within a day or so we found it was unable to fax
from memory to a select few numbers. Again we reinstalled the old unit. Research led
us to discover the issue to be with the “[redacted]” or similar phone system being
employed at the local regional hospital. Again, we resolved the issue.
Programming issues of the nature portrayed above are not uncommon in our industry
and normally resolved within the first few days of an installation once discovered. In this
case the “go slowly” implementation adopted in [redacted]’s office impeded this and
negatively affected our business relationship.
As of the third week of March 2016 I left [redacted]’s office with the new system fully
operational. I have no knowledge of anything otherwise.
[redacted] after much consideration I visited with [redacted]
[redacted] at the end of March and extended an offer to replace the [redacted] with one
fresh out of box so any “lemon” argument would be off the plate or, if this was not
acceptable to her, with a new in box version of their old machine which, at that time, I
was able to source from a dealer in [redacted]. Both options would come at
considerable cost to ICR, but I felt it important to offer [redacted] a “win” in order to
facilitate the continuation of the business relationship for the next five years. At no time
was it communicated to me that the new [redacted] was not working properly.
After not getting a response to my offer for a number of weeks I dropped back in mid
April to see where we stood and left with no sense of direction after speaking with
[redacted]. Again, it was not communicated to me that the [redacted] was not doing the job
for which it was intended.
The [redacted] currently installed at [redacted]’s office is the property of a leasing
company and not ICR’s to take back unless we were willing to assume the lease, which
we are not. We have invested over 25 man hours at our cost to complete a job that
should have taken no more than two.
In my opinion, the [redacted] is fully capable of doing the job for which it was intended.
ICR has existed for almost 25 years. We have many clients who have been with us from
the beginning. Most have evolved to use our services for every product we provide. In
my opinion we have achieved this by never failing to go the extra mile for our customer.
I fail to see how we could do anything more for this customer.
Sincerely,
[redacted] ([redacted]) [redacted]
[redacted]

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Address: 210 West Thomas Street, Hammond, Louisiana, United States, 70401

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