Northeast Copier Systems

Excessive problems since day one with a copier we leased in [redacted] 2013. They are in breach of contract for faulty equipment.We signed a lease agreement with Northeast Copier Systems in [redacted] of 2013 for a copier. We had another copier from NECS which our lease was about to expire on. We had a large overage bill from the old machine which I was told by the salesman [redacted] would be wiped out upon signing the new lease agreement. I agreed to upgrade to a new machine with a booklet finisher attached under the condition the overage bill would be eliminated. I signed the contract in front of [redacted] the salesman as well as [redacted] who is [redacted] of sales. A short time after signing and taking delivery of the new machine, overage bills from the old machine continued to come to the office. I explained the agreement over and over to collections department, but they refused to eliminate the bill and ceased servicing the new copier until the bill was paid. I was being forced to pay the bill that was promised to be eliminated. From day one of delivery we had issues with the new printer. The gentleman who delivered it was not sure how to operate it so they sent a tech out the following day to show us how to use it. This gentleman also had very little knowledge of the machine. My assistant at the time spent many hours figuring out things on the machine himself. We were promised someone would return to the office to show us additional features on the copier, that never happened. In [redacted] 2013 I sent a lengthy letter of complaint to [redacted] regarding the issues with the printer. This letter was ignored. I contacted a woman named [redacted] in the office, explained my situation and refused to make any more payments on the copier until the copier issues were addressed. She forwarded my complaint to the owner who would only agree to eliminate half of the overage bill in order to reactivate my account and service the new machine. I was forced to pay the bill. We have spent countless hours in the office trying to repair issues with the current machine. We have spent hours on the phone with tech support, lost numerous working days while the machine is being "serviced", we have had at least 3-4 different techs in the office whom all can't seem to understand why the machine keeps malfunctioning. We have had promises made that have not been fulfilled and have had enough. I feel we have been patient enough for the last 16 months while the "kinks" get worked out of the copier. It is very costly for our small office to lose man hours trying to fix the machine as well as pay for incorrect printing on expensive paper, overage charges for numbers of copies made etc. It is clear there is a glitch of sorts with this copier and it is defective, but the company will not own up to it.Desired SettlementWe would like to be removed from this contact with Northeast Copiers and the copier removed from our office. We would like a refund on overage bills for excessive incorrect prints the printer continually makes.Business Response First is the overage bill, yes the customer did have an overage bill for their old copier, no documentation was ever presented to us stating that NCS would "wipe" out the amount when we asked for it (as that is not normal company practice), unfortunately the person mentioned in the complaint no longer works at NCS either so we could not confirm or deny the scenario. With that, we presented to the customer that we would only charge them half the overage, and credit out the other half, they agreed. At that time they had some concern with the machine not "printing properly" and did not want to pay their portion of the overage until that was resolved, we agreed that was fair. Roughly 1-2 weeks later we resolved the issue and the customer paid us (indicating to us that everything was all set with the machine).Secondly, the "kinks" that are brought up in the letter we feel we have addressed. We have swapped out parts of the finisher, to the point that the finisher is basically brand new, we have also spent countless hours at their location addressing the "multiple" concerns (it hasn't been one issue) for the printing and scanning. At times these concerns are of a training issue, so we give more training. Currently there is a scanning issue that we have opened a "ticket" with the manufacturer so we are able to take care of the customer and this concern. All these concerns are taken in a serious manner, even to the point where our service supervisor has been to the location to make sure the customer is taken care ofLastly, we would like to continue doing business with this customer. The customer has a service agreement and we fully intend to service them and honor all agreements that are in place.Any further inquiries please let me knowThank you[redacted]