Office Document Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because Our company had contacted Office Docs on 8/** explaining that our machine was operational before relocating and for several hours before it began to continuously start and shut down. Their secretary had advised us to call first thing at 9:they open the following day. When we called at 9:we were told they were just getting in and we would need to call back in a half hour when they would be operational. When we called once again she told us she wasn't sure of a time and we needed to continuously call for an estimated time. The technician came and worked on the machine, also used one of our computers to check the manual for the machine. He was unsuccessful with the repair and advised us that he would need to get the "board" which he thought was back at their shop. The following day we called to once again find out an estimated time of arrival for a technician and we were told they were in the city area locating the necessary part and wasn't sure on a time frame. We had called several hours later again to find an estimated time and we were told she hadn't heard from them and again wasn't sure. Finally towards the afternoon we received a call back that the technicians would be to our office shortly. The two technicians worked on the machine and found the part they had brought was not the one they needed. At this point the screen was flickering, but still un-operational. They advised they would need to order another part for the machine when we asked how long it would take to get he told us "he had no idea", and suggested getting a new machine especially after learning our contract would soon be expiring. They left the office that day with the machine still not working with the impression they were going to order the necessary part and be returning back to our office to repair. The following morning when we called the office and asked about ordering the part and how long it would take the secretary told us they were not going to order the part and we needed to speak with Anthony. When speaking with Anthony, he advised us that they couldn't get the part for several weeks, then in the same conversation told me Sharp doesn't make this part anymore and he was unable to get it. Left without much of an answer, we stated all we wanted was a letter stating he was not replacing this necessary part, was aware we were paying for a contract that was no longer valid because we could no longer use this machine for over a week at that point, and some form of a reimbursement for the period we were unable to conduct business due to the inability to fax,copy, scan, as normal, but were forced to pay the leasing company for Anthony was more than willing to generate a letter for us and stated he would provide $as a reimbursement when we pay $a month. It has no been weeks since the machine was fully operable $isn't a substantial reimbursement of the cost of the machine lease and time that the business that the business was affected by it not working. Anthony also advised me on Monday 8/**/that this letter would be emailed to me by Wednesday 8/**/and he would again consider an appropriate reimbursement. We had called on Tuesday to find out what he had decided and we have not heard from him since the **th. He neglected to send the email or return our calls. We had left several messages with his secretaries and they were fully aware he had not returned our calls. After putting in the complaint he finally called us back this morning irate stating he was responding back to our statementsHowever, he has still not mentioned anything about how he neglected to write us the letter stating we weren't liable, or how he is violating the contract we signed by not replacing/fixing the machineDue to the machines operability and the refusal of Office Documents to hold their service agreement and repair the machine to working condition or provide us any other options we were forced to sign a new lease agreement with a company that could provide us with an operational machine within the next business day. We are currently paying for leases due to this situationWe also have the signed tickets from the technicians stating they were here and left the machine in a non working condition.
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Sincerely,
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Upon receiving and reading this complaint there are a few details that need to be mentioned.  First and foremost this clients equipment was fully functional with absolutely no complaints called in or service tickets requested/created up until 8/**/16-8/**/16.  This is the day the...

client relocated their business.   What this client has failed to mention is that they relocated this machine without our knowledge.  The customer should have contacted us and we would have assisted with the relocation of the unit.   We can not be expected to be liable for damages that occur due to client negligence.  We fully intend to reimburse Certified Restoration Services for the prorated amount due the leasing company.  As they mentioned in their complaint, we had technicians out there in a timely manner, but once the technicians realized how this damage occurred they knew we were not liable for the costly repair.  Also, the client fails to mention that they had already been in the process of purchasing new equipment from a second company before this had even happened.