Oki Data Americas Inc

We apologize for the delay in response to the Revdex.comAs you will see, OKI is attempting to bring closure to this issue: Between the last week of December and first week of January, OKI Customer Service was trying to work with *** *** to identify the reason for loosing his WIFI connectivity to the
printerHe refused to follow our suggestion to physically attach an Ethernet cable to the printer to continue diagnostic procedure, and also concerned about the printer being~35' away from the signal source with unknown barriersNonetheless, on January 6th, OKI agreed to replace his printer on OKI order# *** It was delivered on January via *** tracking *** and a pre-paid label mailed for the return of the original printer so we can evaluate the device for defectsSince January 16th, OKI has left at least voice mails, one at least every couple days, with *** *** to learn the status of his replacement printerTo date, we have not had a responseOKI Customer Service will continue to investigate his current standings and await the return of the original unit for further analysisThank youRob S*** SrMgr .Service Delivery & Support

9/23/16: In receipt of the Revdex.com complaint on 9/19/16, we contacted [redacted] on 9/20/16, with a call back she requested in two­days to fit her schedule. On 9/22/16, despite her complaint to Revdex.com about her MC361 MFP, she is saying that she has no concerns. She said that she knew she needed to replace the...

drum because it was leaking and had recently had some issues with the printer going offline (she’s has had it 16 months and my require replacement based on usage consumption anyway). To appease her, we have offered to replace the drum as a one­time courtesy. Her tone immediately changed more openly and friendly when we suggested this. We are going to follow­up with the order, and once again when the drum is received and assist walking her thru the replacement process. ­ [redacted], Mgr Service Delivery

9/23/16: In receipt of the Revdex.com complaint on 9/19/16, we contacted Mr. [redacted] on 9/20/16. We acknowledged the complaint about the repair delays caused by our Authorized Servicing Dealer, [redacted] in Radnor, PA. Since, Mr. [redacted] has accepted our offer to replace the MC362 MFP to...

make whole, and we have de-authorized any referrals to this dealership. Mr. [redacted] seems pleased with our response, and we hope he continues to use his replacement OKI Multi-Functional Printer to serve his home/office needs. (Note: In further investigation we found an escalation error that we have since identified to prevent non-returned calls; and a history of service-related issues with Greg [redacted] of [redacted] in the past year.) - Rob [redacted], Mgr, Customer Support & Service Delivery

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Review: We Purchased an [redacted] printer on 5th July 2013. Since the day of purchase the printer seems to have a inconsistent operation, needed a reboot every few days. On 14th Jan 2014 it stopped working properly altogether and would not turn on. We called [redacted] support at [redacted] on 16th Jan 2014 in the afternoon and were told that the printer is out of warranty. That evening we called back and sent them the proof of purchase to ensure that they update their records and we were told by the Agent "[redacted]" that they will only have movement on the account again the next day at "11:00am" EST as only they had access to the case file and no one else can help us before that. This practice in itself is one of the worst we have ever heard of as the official business hours start at 9:00am EST.

On 17th Jan 2014. We called [redacted] on the same number nd were able to connect to a support agent at 11:03AM EST. We provided them the case number and they confirmed that they had received our proof of purchase and updated the warranty and will have the parts out to us by Monday 20th Jan and the technician will come our by Tuesday 21st Jan to fix the printer, although much longer response time then their competition, We accepted the resolution to move forward.

To our surprise we received a call from "[redacted]" at 3:32PM EST on 17th Jan 2014 when he left a voicemail saying the warranty was updated and he needs more information to confirm a way forward. This was a surprise and I called back at 4:15PM same day connecting with an agent at 4:45PM who put me on hold after listening to the case number and then transferred me to [redacted]. [redacted] informed me that the warranty was updated and he needs more information to confirm a way forward. I told him that I had spoken to an agent in the morning at 11:10 and also had an email from [redacted] showing dealers in my location which being not feasible we had chosen to have a technician come in.

[redacted] insisted that no one else had updated the warrantyDesired Settlement: After the above fiasco we were given the following case numbers.

old case [redacted]

new case [redacted]

It seems that the call in the morning on 17th had no effect and [redacted] had to redo the same thing in the evening. I personally wasted about 2 Hours on at our standard support cost is more expensive then the cost of the printer. All because [redacted] data cannot manage their call centers and support procedures. As someone who has personally led Support Centers which a much higher client ratio and average time to resolution I feel that [redacted] can failed in the most basic of support aspects. [redacted] Data had shown an utter disregard for even the basic elements of support. It does not inspire confidence in Oki's ability to service their own products in a timely manner. We would like to return the product and be re-reimbursed for the cost of the product.

Business

Response:

We are in receipt of this complaint and have researched our records, contacted the

customer and came to satisfactory agreement of settlement; thank you for giving us the opportunity to address this escalation.

Details

Originally customer contacted [redacted] Data Customer Service which resuIted in ad on-site service event; Unfortunately due to channel distribution delays the Warranty on record had not been updated. Once addressed, [redacted] Data. dispatched a. repair technician and upon departure the unit had worked properly. Shortly thereafter this service event the machine failed again.

Upon. receipt of“ this Revdex.com complaint[redacted] immediately reached out to the

customer, apologizing for any apparent delays, and agreed to replace the existing

machine with a replacement, keeping the original warranty intact. Customer seems pleased with this resolve.

Regards,