National Teaching Institute

April 5, Revdex.com Euclid Ave., 4th floor Cleveland, OH 44115- Reference: [redacted] This letter comes to you in response to our customer's complaint referenced aboveHere is our rebuttal to said customer's complaint: The customer called on February 23, All calls that are initiated through a phone number published on the internet are recorded and the customer is made aware of that before the call is connectedThe customer states that [redacted] gave her our phone numberWe are assuming that she went into [redacted] and spoke to their [redacted] ***She explains that there is a problem with the printhead and she either cannot get to it or cannot replace itShe clearly states that the printhead is cloggedShe needs someone to come out and clean it because she cannot get to itShe was quoted $for service (time, travel, labor, service and cleaning)Our service call does not include parts and/or supplies and she mentions that if she needs parts she can get them from AmazonShe states that the red prints orange and the green prints teal and she only noticed a problem when she printed a picture of a stop lightWe ask if she wants to schedule service and she doesWe take her contact information and schedule the callOur advertisement on the Internet clearly states that we do not perform service on ink jets, not because we are not qualified, just that they can be time consumingWe don't advertise inkjets but should a customer call even after seeing our on-line advertisement, we will service the unitOur on-line advertisement also does not state that we are authorized in repairing any brandTo be authorized, you have to go through special training with a particular manufacturerWe do, however, state that we service most makes and models and [redacted] a brand we serviceWe are not sure where this customer is obtaining her information that we DO NOT work on her particular brandWe never misled the customerWe explained to her we were not an authorized service provider and NEVER represented ourselves as suchThat does NOT mean we DO NOT service her particular brandShe came to us, was invoiced for the service, signed the invoice and paid in cash for services rendered prior to our departure of her homeIt clearly states on the invoice she signed that we performed an overall cleaning...pressure cleaned the printhead...could not test because she did not have a magenta or black cartridge on handThe technician did tell her that if after she received the magenta and black cartridge she was still having a problem, we could bring the unit into the shop and soak the printheads which was the next step in cleaningThis would not be a free service but she would be charged some additional in-shop laborShe did call after she received her cartridges, said her quality was still bad and wanted a refundShe refused to allow us to further service the unit and soak the printheads as initially suggestedThe customer states in her complaint that we told her we REPAIRED her unitA repair would suggest that we replaced somethingShe asked for a cleaning and that is NOT a repairThe customer did not have the proper supplies on hand to properly test the cleaning prior to us leaving her residence Again, that is stated on the invoiceAs far as we were concerned, we completed the job that was requested of us while on-siteAt the time of service, the customer was perfectly content with the outcome as evidenced by her signing the invoice and paying for services renderedIf she was not happy with what was performed on-site, she should have questioned our technician then and expressed her displeasure and concerns at that time and not have signed the invoice accepting services and paying for the service call Sincerely, Brian JT [redacted] ABJ Service Co., Inc Enclosures (2)

April 5, 2016
Revdex.com 2800 Euclid Ave., 4th floor Cleveland, OH 44115-2408
Reference: [redacted]
This letter comes to you in response to our customer's complaint referenced above. Here is our rebuttal to said customer's complaint:
The customer called on February 23, 2016. All...

calls that are initiated through a phone number published on the internet are recorded and the customer is made aware of that before the call is connected. The customer states that [redacted] gave her our phone number. We are assuming that she went into [redacted] and spoke to their [redacted]. She explains that there is a problem with the printhead and she either cannot get to it or cannot replace it. She clearly states that the printhead is clogged. She needs someone to come out and clean it because she cannot get to it. She was quoted $85 for service (time, travel, labor, service and cleaning). Our service call does not include parts and/or supplies and she mentions that if she needs parts she can get them from Amazon. She states that the red prints orange and the green prints teal and she only noticed a problem when she printed a picture of a stop light. We ask if she wants to schedule service and she does. We take her contact information and schedule the call. Our advertisement on the Internet clearly states that we do not perform service on ink jets, not because we are not qualified, just that they can be time consuming. We don't advertise inkjets but should a customer call even after seeing our on-line advertisement, we will service the unit. Our on-line advertisement also does not state that we are authorized in repairing any brand. To be authorized, you have to go through special training with a particular manufacturer. We do, however, state that we service most makes and models and [redacted] a brand we service. We are not sure where this customer is obtaining her information that we DO NOT work on her particular brand. We never misled the customer. We explained to her we were not an authorized service provider and NEVER represented ourselves as such. That does NOT mean we DO NOT service her particular brand. She came to us, was invoiced for the service, signed the invoice and paid in cash for services rendered prior to our departure of her home. It clearly states on the invoice she signed that we performed an overall cleaning...pressure cleaned the printhead...could not test because she did not have a magenta or black cartridge on hand. The technician did tell her that if after she received the magenta and black cartridge she was still having a problem, we could bring the unit into the shop and soak the printheads which was the next step in cleaning. This would not be a free service but she would be charged some additional in-shop labor. She did call after she received her cartridges, said her quality was still bad and wanted a refund. She refused to allow us to further service the unit and soak the printheads as initially suggested. The customer states in her complaint that we told her we REPAIRED her unit. A repair would suggest that we replaced something. She asked for a cleaning and  that is NOT a repair. The customer did not have the proper supplies on hand to properly test the cleaning prior to us leaving her residence.
Again, that is stated on the invoice. As far as we were concerned, we completed the job that was requested of us while on-site. At the time of service, the customer was perfectly content with the outcome as evidenced by her signing the invoice and paying for services rendered. If she was not happy with what was performed on-site, she should have questioned our technician then and expressed her displeasure and concerns at that time and not have signed the invoice accepting services and paying for the service call.
Sincerely,
Brian J. T[redacted] ABJ Service Co., Inc.
Enclosures (2)