MRC Smart Technology Solutions- A Xerox Co

Review: Received the new copier back in April 2013. Salesman [redacted], promised that the new machine would allow us to print from our cell phones, that we would be able to print from a USB drive in Excel, Word and Pdf formats and above all we would be able to print the special offering envelopes that we now send out to be printed. It’s now June 2014 and we are still unable to print via USB in other formats other than Pdf. We are able to print from our cell phone but are not able to print the special offering envelopes. The ability to print 2,000 envelopes a month is the number one reason we agreed to the new machine.

In the 16 months since receiving the machine we have made multiple requests to have the machine do what was promised it would do. We have received calls from managers promising that they will get the machine to do so but to this day those promises have not been kept.

We have requested that either they keep their promises or return our old machine. We are no better off today than we were when we had the previous machine, though this new machine is more expensive. Now rather than improving via the new machine, we are paying more on a monthly basis and add to that the expense of having the special envelopes sent out to be printed. Printing the envelopes locally, is the number one reason we agreed to the new machine, yet 16 months later we still do not have the ability to do so.

We have been patient and given plenty of time for MRC 360/Xerox to keep their promises. We request resolution to this matter in a quick and efficient manner.Desired Settlement: Keep their promises, have the machine do what it was promised it would do, return the old machine and keep the old contract, terminate this contract. We request resolution to this matter in a quick and efficient manner.

Business

Response:

MRC, Smart Technology Solutions has responded appropriately to the Revdex.com complaint that was filed on 6/19. We have discussed with the customer on three separate occasions including a conference call today, 6/26 to gain further information. Here are the action steps so far:

Air

print – the application on the Xerox that allows printing from IPhone and iPad

is operational for you and I have confirmed you are NOT being charged for

it.

USB

printing from office application such as PowerPoint and word has been tested by

my analyst here and it does not work. I have a request into our specialist

team to find out what application can be used make this function

available.

Envelope

printing of Shasta #75040 3 ½ x 6 ¼ will need to be tested.

Xerox

billing resolution and collections still pending.

MRC intends to resolve each of these issues to keep our promises and have the machine do what was promised it would do. We are doing everything in our power to resolve these issues in a quick and efficient manner. We hope that the steps we are taking shows the commitment we have as an organization to ensure customer satisfaction is at its highest. Please contact us if there are any issues above that aren't resolved to your satisfaction.

Regards,

MRC Smart Technology Solutions

Consumer

Response:

Following up on our earlier complaint. We had a conference call with [redacted], Xerox Vice President (6/26/2014). We went over the issues and he assured us he would get them resolved. As of this writing,(9/03/2014), all the issues have not been resolved. We have made several attempts to contact [redacted] but have received no reply. We have advised [redacted] that due to the lack of response and complete disregard to customer service, monthly payments have been stopped.(We have been a long time Xerox customer, always making our payments on time, but this blatant disregard to customer service is unacceptable) [redacted] has stopped toner deliveries and sent the account to collections. I get a sense that Xerox is such a big company that it doesn’t feel it needs to take care of this one small account. I can see why all our requests for resolution of these issues went unattended to by Sales, Managers and everyone we contact to prior to contacting [redacted]. If the Vice President of the company does not keep his promises why should his employees?

Contact me if you have any questions.

Business

Response:

I have been in conversations with Mr. [redacted] over this past week and we have come to a mutually satisfactory agreement. We are working directly with our internal staff and the leasing company to accomplish all of his requests.

I will be sending you a final response once our action items are completed, which we are anticipating will be completed by October 15th.

Thank you for making me aware of this issue and I expect that our current A+ rating will maintain flawless once this issue is rectified.

Best,

Director of Business Development

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[redacted] and I spoke once on the phone, (Oct 1st). [redacted] apologized for nothing being done to resolve the issues in the last 18 months. He said Xerox Vice President had thrown his hands in the air and done nothing. [redacted] said he would work on it and get it resolved, (I've heard this before), He said he wanted to lower our monthly payment and would be talking to Xerox financial but never mentioned it would be until October 15. He said he would call me back that day (Wed. Oct 1st), but did not call back. He did say he was going to immediately restart the service and toner delivery, but, in usual Xerox behavior, did not. (Machine is now out of toner and useless) I get a sense that Xerox/Mr Copy calls in order to be able to tell the Revdex.com that they have replied within the 3 days, to keep their A+ Revdex.com rating, hoping that through the process the we will not reply and the issue will be deemed resolved. Perhaps the only remaining solution is to pick up the machine and cancel the contract. This has been a nightmare.

Regards,

Business

Response:

We have addressed all of Mr. [redacted]’s concerns and are meeting with him on Monday, November 3rd, 2014 to sign off on a new contract.

Mr. [redacted] has agreed to make his account current and we have made adjustments to his account to help.

On behalf of MRC, this matter has been addressed and Mr. [redacted] with sign off contractively on Monday.

Best,

Director of Business Development

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[redacted] and I spoke on the phone and he proposed a new contract with a lower monthly payment but he did not address the isssues with the machine. We are still unable to print the envelopes or print from the USB drive etc. We did not agree to bring the account current we wanted to meet and see what he was proposing in writing before we would agree to anything as we have been given, up to this point, nothing but empty promises. We did not meet on Monday, [redacted] did not show up or call to let us know he wasn't going to make it. Again, another case of saying something and doing underwise. Regards,[redacted]

Consumer

Response:

We’ve had a couple of face to face meetings with [redacted] from Xerox and have been unable to reach an agreement. They’ve offered to lower our monthly payment and stretch out in payments the amount overdue. Nonetheless the original issues have not been resolved, we are still unable to print our envelopes (the main reason we went with a new copier, we were happy with our old one), and the usb connection to the copier does not print other formats other than pdf. Because the original issues have not been resolved, we are not happy with the new lower monthly payment and the payment plan. Xerox is saying “sorry what we promised the machine would do is not so.”What can we do now? Apparently Xerox is either unable or unwilling to do good by what they promised and now have hurt our credit history and are basically still in square one.

Business

Response:

We met with this customer a few times in person and made considerable concessions. Here is what we presented to them.The next step was to see what we could do with the bank. That led to these emails.[redacted] Director of Learning & Development

Our company has a contract with MRC with a Xerox copier. The copier breaks down often and we keep being told that they will send a technician to repair it. The technician calls us to tell us that he ordered a part for the machine which he isn't sure he will have in a day or two . We wait for a week until we see the technician come in. He claims that the parts are hard to get and they don't have them on hand. Meanwhile we don't have a copier that works. We need to print a lot of paperwork for our business and can't be waiting for parts. We request a better machine but it will cost us much more. We are very unhappy with the service.

Review: MRC's bad business practices should be brought to the attention of the The U.S Department of justice-Consumer Protection Dept. Someone needs to get down to the bottom of these business who intentionally over- bill their customers with to make a buck. They consistently rip off not only our small business but all of the other consumers that MRC maintains monthly. I have gone over this with several times with their rep on phone and now she just ignores my emails.

They bill $7.98 monthly for nothing (not option given)

plus They charge $30-$40 each time a toner is shipped

When discussing this with [redacted] she said she would hange

Copy of Last Email :

Dear [redacted],

Please enlighten me on how a consumer is supposed to specify a term when we were never given the option?

Second, the contract says $7.98 per month OR $10.00 per shipment (whichever is less). Yet you still tried to charge us $31.00 for a shipment of 1 toner recently not to mention we have only ordered a few items ever. Whatever happened to the contract "Whichever is less"?

Are you telling me that you are unwilling to credit the amount overcharged since we purchase this

new machine? I have to tell you that dealing with MRC has been on bad business practice after another.

I realize that your online reviews are horrible and you probably don't care about trying to protect the google review and reputation but maybe MRC's bad business practices should be brought to the attention of the Revdex.com or The U.S Department of justice-Consumer Protection Dept. I am positive that someone can get down to the bottom of these types of business practices and get restitution for not only our small business but all of the other consumer that MRC rips off monthly.

We will never purchase anything form your company again.

Finally, I will ask you one last time to please help me to stop wasting my valuable time and for you to review our account and credit back the overcharged shipping beforeDesired Settlement: I want a refund of $7.98 for 10 months @ $79.80 plus $100.00 for my time dealing with this ! $179.80

A I want them to stop ripping people off !

Business

Response:

Please see attached and let me know if there's anything else needed from our end to close this complaint.Thank you.

we at [redacted] leased a Xerox 550 copier and they told us every color copy regardless of size it will be cost our company $0.049 and Black copy less than a penny for all maintenance and all consumable like toner, drum and so on but paper. And in the contract with bold & big letter say the same thing. we accept the contract and they deliver the copier and contract to sign. we signed the first page and they told us to initiate the second page as fine prints as hurry. They didn't say it's not include staples and one set of staple that would cost us $150, they did not say each click or copy must have %15 coverage or less for that price, they did not say every year they jack up the price %15. This is totally miss leading. when I found out about it 5 months ago, I stopped the payment, to solve the issue, but they are firms and they said you should read all fine print, now they have stopped my toner, drum and all supply and maintenance.