Prime Financing

A check for the amount of $was issued to the customer and he has confirmed that he received it Lise

Complaint: [redacted] I am rejecting this response because: We were down for months, and credited for our lease cost during that timeThis issue is by no means resolved for us, as Xerox used sales leverage tactics to try to persuade us to "fix" our copier by buying another leaseWe were told, over and over again, despite the printer being completely down, that if we bought a new machine, "all our problems would go away." So they withheld service continually, trying to get us to sign a new leaseIt's outrageous behaviorThey have very fancy, Ivy-League educated attorneys on their Ethics teamYou'd think they would take a look at how they do business and change it upOur office was in chaos while the printer was down, and it was their own technicians who stripped the unit of it's scanning capability, which is the heart of our businessWe were forced to buy a small printer/scanner and pay for IT to connect it, just to keep goingThis has been a terrible experience for our Park District, and I hope no one else goes through what we didThey had to replace our original printer twiceNow we are literally counting the days until we can give back this current machine in July, and hopefully never see a Xerox printer again Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Xerox continues to use the fact that I used 80lb paper back in July as the excuse for the printer not printing properly however I have attempted to use REGULAR 20LB paper and labels to print (as I told Sheila G [redacted] over the phone as well as several other reps I've spoken to) and the printer leaves the EXACT SAME STREAKING MARKS! When the tech was sent out in November he printed a black and white sheet of paper and told my employee that the machine was working properly WHICH AGAIN WAS NOT ACCURATE!!! When I first began contacting Xerox back in June, my machine was still under warranty as I purchased in October of and it came with a year warranty The unfortunate part about all of this is Xerox sent tech after tech after tech our to my establishment to fix the printer all the way up until the warranty ran out (how ironic) but neither of them fixed it No matter how many parts they changed With that said, I'm prepared to rettain an attorney and fight this tooth and nail!! Sincerely, [redacted]

The customer has decided to go with another vendor and wanted to cancel the lease Xerox will not cancel the lease but will allow the customer to buy the machine at any point in the contract The customer was not happy with the fact they had to purchase the machine After contacting the customer and explaining the process they will store the machine for the remainder of the term with our competitor paying the lease payments and upon completion of the lease we will remove the machine with no additional charges

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 meWhat do I need to do from here to ensure the machine is replaced? Will it be delivered and when? Sincerely, [redacted]

I will call customer and get this billing issue sorted out for them

In regards to Revdex.com complaint [redacted] the Xerox customer relations group opened a case almost years ago for this exact issue with the same customer letter/wording The Revdex.com case # [redacted] was researched and both the customer and senior Xerox managers were contacted The end result was Xerox deems the invoices in question to be valid and payable by the customer Below are the senior managers comments as well as the CRG rep closing out the case with the customerPlease advise if you require further information

Complaint: [redacted] I am rejecting this response because: I was suppose to have link sent to me so that I can enter in zero on the meter reading and it has never been sent Sincerely, [redacted] ***

I will escalate this complaint to our [redacted] Customer Care Specialist Elisa [redacted] and cc Card Holder Escalations and will follow up until someone contacts this client

[redacted] called our Customer Relations department on Feb 6th asking for Xerox to forgive the remainder of her lease .I explained at the time that the lease is not cancellable as per the terms and condition of her contract It was then that she started to tell me about the service being poor on her machine I checked at that time and there we no service calls placed for over a year .We can only service a machine when we are aware there is an issue She also mention hard times and that the lease was very expensive Unfortunately that is not something we can address as the lease term needs to be honored by the customer .We also received a complaint that the machine was running slow so a tech was sent out The tech informed the customer that this machine did not slow down when duplexingHowever it gave the appearance of slowing down when it would call for toner during a print runThey replaced the black drum and timed their duplex jobThere was no slow downThe customer also commented it was slow to printing over the networkThey are running the machine on a wireless networkThe tech recommended they hard wire to printer for quicker print.At this time the machine is running up to spec and we are not able to forgive the lease .Thank you ,Elizabeth D*** Customer Relations RepresentativeWorldwide Quality & Customer ExperienceXerox Corporation [redacted] ***

Sent this to our inquiry team who processed cancel and credit I called [redacted] and receive voice mailI let her know of the cancel and credit

Complaint: [redacted] I am rejecting this response because:It is true that I received a call from Xerox customer relationsand it is true that I both didn't want to speak with their representative, and ultimately hung up on herThe only convenient fact that Xerox failed to share in their response is WHY I hung up.I told the woman my company name, she knew our address, and that there have been many service calls to our locationGiven that, WHY did I need to stop what I was doing to spend ten minutes of my time to find her our serial number? When I told her that she had the number too, and that she could spend the same amount of time on her end to locate it, she was rude and inflexible so I hung up No need to apologize hereIs Xerox so incompetent that they can't look a customer's machine up with their name, address, and phone numberFortunately for us we only have one of their machines, so it should not have been to difficult for her.We have a contract with Xerox to service our machine, and the machine was down for approximately weeks when it brokeIt took so long that we called the CEO Ursula B***' office but that didn't helpThere repair service is lousy, as is their customer service! They don't seem to operate trying to meet a service levelInstead, they get around to helping you when they are ready, and not when you need it I asked her if the machine took three weeks to service, what is the point of having a service contract? She couldn't answerThe fact is that after they "serviced" the machine, it still didn't work.We have had a bad experience with this company! Sincerely, [redacted] ***

Spoke with [redacted] regarding the rebate He explained the situation I will be engaging the Rebate Manager for an exception on the rebate I will follow up with the customer by Friday Sept 18th I provided my contact information and opened a case with CRG

Hello, [redacted] has made several attempts to contact [redacted] without successIf [redacted] contacts the Revdex.com regarding her [redacted] card please ask her to call James at ###-###-####Thank you

Complaint: [redacted] I am rejecting this response because: They are brushing this off and not resolving any of the issues Sincerely, [redacted]

The customer was down for about business days in early October when we first decided to replace their machine When the replacement machine arrived at the local riggers in early November it was dead on arrival so a second replacement had to be processed They do have a replacement machine now but we acknowledge that they were down for months which is longer then normally expectedAccommodations to compensate the customer were processed on Dec 20th, so this issue is closed

I called customer [redacted] and received voice mail, I left a message and let her know I read her notes on this escalation and I asked for more detailsi asked her to call me back [redacted] CRG Case #: [redacted]

Complaint: ***
I am rejecting this response because: Once again, nothing has changed. Xerox keeps making the claim that there is a problem with my network though their tech was able to print properly (on my network, which is supposed to be the issue). Obviously not the network. I have pcs that run *** * and meet all requirements. I cannot print fafrom any of them. The recommendation that I buy even more computers is ridiculous. I have everything Xerox says I need for this printer. If it's a driver or software issue, that's on Xerox. This issue began over a month ago in May. According to an invoice I'm holding in my hand from Xerox, the contract effective date was 06/01/15. I asked for the equipment to be removed before the effective date of the contract (according to Xerox). All I've hit is a brick wall with this company. I am not using the equipment and will never use the equipment. I'm not sure what Xerox is hoping to gain here. I will not all of a sudden just decide to pay for the next five years. I have no assets. Xerox's line in the sand is going to end up costing them a fortune.
Sincerely,
*** ***

I went back to management as I seen customer rejected and they came up with that they will replace the machine under a time offer, but wants customer to know if they continue to have the same problem with their replacement machine it will not be replaced and deemed something in their environment causing the problem Regards, Paulette F* *** *** *** *** *** ***
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Mr***,
Xerox has not brushed off your concerns; however, there are no
equipment issues with your Xerox *** **, bearing serial number ***, for
Xerox to resolve. Our Service Technician
has confirmed that the equipment is performing to specifications. The technician was able to print a file face
up on your Xerox *** ** from his laptop, and that was demonstrated to
you. As noted in my 5/email to you,
the issue appears to be either application related, or a problem with your
computer or your network. As such,
resolution support is not included in your equipment maintenance
agreement. However, it has been
recommended that you initiate a call
to the Service Welcome Center at *** for
additional troubleshooting support. You will need to have your
machine serial number when you call (***). If you are not connected
with Remote Support immediately, then please request that you be transferred to
an RSE or 2nd Level for assistance with the printing face up concern
Finally, there will be no change in our previously communicated
position. Xerox will continue to honor
the lease agreement which we both signed, and we will not remove the equipment
nor release you from the contract
*** ***
Xerox Executive Customer Relations