Procopy Office Solutions, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have no interest in continuing a business relationship with ProCopy, so their offer to replace the printer is of no interest to usWe are not using and will not use another vendor to lease equipmentWe have already purchased color copiers two years ago that meet our needs, as the product provided was defectiveAs far as their allegations of print quality, *** *** tested the paper at ProCopy's office and returned to our offices with samplesWhen we printed using the copier from our office after the lease was signed, we could not replicate the same print qualityThis raises significant questions regarding misrepresentation. Also, their response fails to highlight that their technicians were at our offices 12-times in the first year fixing issues (defective product), and that we called their office multiple times regarding issues in and 2013, and calls were never returned from *** *** (at least three times prior to our most recent call), another sales agent who called to upsell us, and the account manager.Also, in August 2013, we called to cancel ProCopy's service agreement for the copier, because we were not using the copierI explained the issues to the account manager and the fact that I can't get a response from the sales managerThey indicated that they would have him call me to work out a resolutionHe never called. The response fails to mention this call and the termination of the service agreement, which was more than a year agoTheir blanket statement of two years with no communication regarding issues is not true or accurate.The only satisfactory solution is a cancellation of the lease and return of the copierThank you.***
Regards,
*** ***

*** *** *** *** contacted ProCopy through a referral from a very satisfied ProCopy client in From that referral *** *** *** *** agreed to lease a copier on April 14th To cut costs the client decided to not buy a new copierDuring the discovery phase of the sales
process paper stock was provided to ProCopy to test on the *** *** prior to deliveryThe results of this test were shown to the client prior to closing the sale and an agreement was madeDuring the first months of use the copier required adjustment to fix print quality and misfeeding issuesDuring this period all phone calls, emails and voice messages where answered by the originating sales rep, sales manager or service managerIn some instances return phone calls were made, when necessary, from the service managers office with the client on speakerphone to discuss a plan to fix the problemsIn fact during this time twice the client called to cancel the service call previously placedOur service records show no record of any technician reporting the paper not being within specifications In August of 2012, our service department received a call to install a wireless modem which our IT team installed For a period of time, after the wireless modem was completed, we did not receive any further communication from the client directly and it was concluded that the issues were resolvedWe were unaware that the client had simply stopped using the copier until a recent call by the client to *** ***, our Vice President of SalesDuring this call the client said that he wished to return the copier and cancel the leaseNo mention of a possible fix, or exchange were discussed or consideredUsually when a client only asks for a buyout it means they decided to go with another venderWe generated a buy-out to determine the amount to satisfy the lease and offered to discuss other potential optionsThe client was very frustrated on hearing that there would be a remaining balance and did not want to discuss the issue any furtherIt is difficult to fix a problem that we did not know about nor had communication about for over years
We stand behind our Point Guarantee and consider it the finest in our industryWe will replace any underperforming copier ( that is one with less than 97% uptime or performing below manufacturers' specifications) with a like or greater machineThat offer still is in effect with *** ***Because our leases are all 3rd Party, it is very difficult to simply cancel these agreements and in fact the agreement *** *** signed specifically says it is non-cancelableWe developed our guarantee to secure our client's satisfaction, even if the specific machine is not performing
As for the charge of misrepresentation and advertising, it is simply not true*** *** knew the machine was used and older technology and provided samples that worked to manufacture's specs and were tested before he purchasedI invite *** *** to contact me directly and we will gladly exchange his unit and we will not stop until he is completely satisfiedIf we can not satisfy him with a reasonable solution, we will cancel the remainder of his lease payments and allow him to go elsewhereIf that happens it would be the first time in ProCopy's year history that we did not fix a client issue to complete satisfaction

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have no interest in continuing a business relationship with ProCopy, so their offer to replace the printer is of no interest to us. We are not using and will not use another vendor to lease equipment. We have already purchased color copiers two years ago that meet our needs, as the product provided was defective. As far as their allegations of print quality, [redacted] tested the paper at ProCopy's office and returned to our offices with samples. When we printed using the copier from our office after the lease was signed, we could not replicate the same print quality. This raises significant questions regarding misrepresentation. Also, their response fails to highlight that their technicians were at our offices 12-15 times in the first year fixing issues (defective product), and that we called their office multiple times regarding issues in 2012 and 2013, and calls were never returned from [redacted] (at least three times prior to our most recent call), another sales agent who called to upsell us, and the account manager.Also, in August 2013, we called to cancel ProCopy's service agreement for the copier, because we were not using the copier. I explained the issues to the account manager and the fact that I can't get a response from the sales manager. They indicated that they would have him call me to work out a resolution. He never called. The response fails to mention this call and the termination of the service agreement, which was more than a year ago. Their blanket statement of two years with no communication regarding issues is not true or accurate.The only satisfactory solution is a cancellation of the lease and return of the copier. Thank you.[redacted]

Regards,[redacted]

[redacted] contacted ProCopy through a referral from a very satisfied ProCopy client in 2011. From that referral [redacted] agreed to lease a copier on April 14th 2011. To cut costs the client decided to not buy a new copier. During the discovery phase of the sales...

process paper stock was provided to ProCopy to test on the [redacted] prior to delivery. The results of this test were shown to the client prior to closing the sale and an agreement was made. During the first 12 months of use the copier required adjustment to fix print quality and misfeeding issues. During this period all phone calls, emails and voice messages where answered by the originating sales rep, sales manager or service manager. In some instances return phone calls were made, when necessary,  from the service managers office with the client on speakerphone to discuss a plan to fix the problems. In fact during this time twice the client called to cancel the service call previously placed. Our service records show no record of any technician reporting the paper not being within specifications.  In August of 2012, our service department received a call to install a wireless modem which our IT team installed.  For a period of time, after the wireless modem was completed, we did not receive any further communication from the client directly and it was concluded that the issues were resolved. We were unaware that the client had simply stopped using the copier until a recent call by the client to [redacted], our Vice President of Sales. During this call the client said that he wished to return the copier and cancel the lease. No mention of a possible fix, or exchange were discussed or considered. Usually when a client only asks for a buyout it means they decided to go with another vender. We generated a buy-out to determine the amount to satisfy the lease and offered to discuss other potential options. The client was very frustrated on hearing that there would be a remaining balance and did not want to discuss the issue any further. It is difficult to fix a problem that we did not know about nor had communication about for over 2 years.

 

We stand behind our 12 Point Guarantee and consider it the finest in our industry. We will replace any underperforming copier ( that is one with less than 97% uptime or performing below manufacturers' specifications) with a like or greater machine. That offer still is in effect with [redacted]. Because our leases are all 3rd Party, it is very difficult to simply cancel these agreements and in fact the agreement [redacted] signed specifically says it is non-cancelable. We developed our guarantee to secure our client's satisfaction, even if the specific machine is not performing.

 

As for the charge of misrepresentation and false advertising, it is simply not true. [redacted] knew the machine was used and older technology and provided samples that worked to manufacture's specs and were tested before he purchased. I invite [redacted] to contact me directly and we will gladly exchange his unit and we will not stop until he is completely satisfied. If we can not satisfy him with a reasonable solution, we will cancel the remainder of his lease payments and allow him to go elsewhere. If that happens it would be the first time in ProCopy's 15 year history that we did not fix a client issue to complete satisfaction

Review: My company leased a copier from ProCopy that was supposed to provide color copies of our reports and marketing materials. I specifically provided paper stock prior to purchase, and the sales manager sold me a copier that he said would do the job. For a year, the copier continually broke down requiring repeated service calls. One technician specifically told me that the copier was not capable of handling the paper stock that I provided to the sales manager (MISREPRESENTATION). The copier also had poor color quality that produced unusable color marketing materials. Another technician told me it was an old model printer. After a year of ongoing issues with performance and repeated service calls, we stopped using the copier altogether. ProCopy has a "12 Point Written Performance Guarantee", which is FALSE ADVERTISING. It specifically states "no buyers remorse - if not satisfied we will replace for five years". We are NOT satisfied. ProCopy has also failed to perform on several other points of their Written Performance Guarantee. I have spoken with an office manager, sales associate, and sales manager, but I never hear back from them. I contacted the sales manager on Monday, September 22nd to work out a resolution. He said he'd call back that afternoon, but I received no call. I called yesterday, and he said he'd get back with me by the end of the day - but no contact. I have spent $8000 on lease payments for a copier that does not work and has never worked, and I have another two years of payments. And, I can't get ProCopy to work out a resolution. This is my attempt to avoid litigation, which is my next step. ProCopy used misrepresentation to sell an old, inferior product that never met our desired use. And, their failure to abide by their "Written Performance Guarantee" is false advertising and simply unethical business practices.Desired Settlement: I simply want ProCopy to terminate the lease agreement at no cost to me, take back the copier, and end the business relationship.

Business

Response:

[redacted] contacted ProCopy through a referral from a very satisfied ProCopy client in 2011. From that referral [redacted] agreed to lease a copier on April 14th 2011. To cut costs the client decided to not buy a new copier. During the discovery phase of the sales process paper stock was provided to ProCopy to test on the [redacted] prior to delivery. The results of this test were shown to the client prior to closing the sale and an agreement was made. During the first 12 months of use the copier required adjustment to fix print quality and misfeeding issues. During this period all phone calls, emails and voice messages where answered by the originating sales rep, sales manager or service manager. In some instances return phone calls were made, when necessary, from the service managers office with the client on speakerphone to discuss a plan to fix the problems. In fact during this time twice the client called to cancel the service call previously placed. Our service records show no record of any technician reporting the paper not being within specifications. In August of 2012, our service department received a call to install a wireless modem which our IT team installed. For a period of time, after the wireless modem was completed, we did not receive any further communication from the client directly and it was concluded that the issues were resolved. We were unaware that the client had simply stopped using the copier until a recent call by the client to [redacted], our Vice President of Sales. During this call the client said that he wished to return the copier and cancel the lease. No mention of a possible fix, or exchange were discussed or considered. Usually when a client only asks for a buyout it means they decided to go with another vender. We generated a buy-out to determine the amount to satisfy the lease and offered to discuss other potential options. The client was very frustrated on hearing that there would be a remaining balance and did not want to discuss the issue any further. It is difficult to fix a problem that we did not know about nor had communication about for over 2 years.

We stand behind our 12 Point Guarantee and consider it the finest in our industry. We will replace any underperforming copier ( that is one with less than 97% uptime or performing below manufacturers' specifications) with a like or greater machine. That offer still is in effect with [redacted]. Because our leases are all 3rd Party, it is very difficult to simply cancel these agreements and in fact the agreement [redacted] signed specifically says it is non-cancelable. We developed our guarantee to secure our client's satisfaction, even if the specific machine is not performing.

As for the charge of misrepresentation and false advertising, it is simply not true. [redacted] knew the machine was used and older technology and provided samples that worked to manufacture's specs and were tested before he purchased. I invite [redacted] to contact me directly and we will gladly exchange his unit and we will not stop until he is completely satisfied. If we can not satisfy him with a reasonable solution, we will cancel the remainder of his lease payments and allow him to go elsewhere. If that happens it would be the first time in ProCopy's 15 year history that we did not fix a client issue to complete satisfaction

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have no interest in continuing a business relationship with ProCopy, so their offer to replace the printer is of no interest to us. We are not using and will not use another vendor to lease equipment. We have already purchased color copiers two years ago that meet our needs, as the product provided was defective. As far as their allegations of print quality, [redacted] tested the paper at ProCopy's office and returned to our offices with samples. When we printed using the copier from our office after the lease was signed, we could not replicate the same print quality. This raises significant questions regarding misrepresentation. Also, their response fails to highlight that their technicians were at our offices 12-15 times in the first year fixing issues (defective product), and that we called their office multiple times regarding issues in 2012 and 2013, and calls were never returned from [redacted] (at least three times prior to our most recent call), another sales agent who called to upsell us, and the account manager.Also, in August 2013, we called to cancel ProCopy's service agreement for the copier, because we were not using the copier. I explained the issues to the account manager and the fact that I can't get a response from the sales manager. They indicated that they would have him call me to work out a resolution. He never called. The response fails to mention this call and the termination of the service agreement, which was more than a year ago. Their blanket statement of two years with no communication regarding issues is not true or accurate.The only satisfactory solution is a cancellation of the lease and return of the copier. Thank you.[redacted]

Regards,