R-Quest Technologies

Company states: Our job was to refurbish the printerSince we do cannot tell the origination of the ink and do not handle the ink within our procedure, we had sent it back to the consumer

I am rejecting this response because:R-Quest's statement of "We did not (and never do) supply ink cartridges as part of the refurbish" is a lie.  Two unpackaged inkjet cartridges, an HP 56 and HP 57, were included with my disc printer when it was returned to me.  One of them was defective, which was the culprit of the problem.Furthermore, I did not have any issues with the print quality before my printer failed.  In other words, there was nothing wrong with either inkjet cartridges that I included with the unit when I sent it in for service.Inkjet cartridges are not exactly cheap, even at discount prices, so it doesn't make sense that R-Quest doesn't return or supply the cartridges, considering the $475 charge to refurbish the unit.I didn't have the correct extra inkjet cartridge on hand when it was suggested by customer service that I try another one, nor was it certain if that was even the issue.I emailed technical support multiple times for assistance, and after two days, technical support still never responded.  I essentially wasted time troubleshooting the problem all on my own.  After giving up on R-Quest for help, I made one last ditch effort to go out and buy the inkjet to see if it would fix the problem.Unbelievable.  I will never buy anything from R-Quest ever again.

I am being asked to provide documentation showing R-Quest sent the ink cartridges with the refurbished disc printer, but the packing slip they provided does not have an itemized list showing such proof.Moreover, I do not know what other documentation can be provided as evidence, considering R-Quest claims they do not supply inkjet cartridges with refurbished units.However, I happen to still have the inkjet cartridges that R-Quest included with my disc printer after they refurbished it and returned it to me.  Attached are pictures of them along with the packing slip and email correspondence.The HP 56 and HP 57 inkjet were not in any packaging like you would find at a store.  Instead, they came with these black plastic clips that cover the contacts of the cartridges, and each one was inside individual clear plastic pouches.[redacted], by the way, was not the problem; it is R-Quest's technical support that I have the issue with.

We are sorry to hear that we have a customer unhappy enough with us that they felt a need to contact the Revdex.com. Our customers are important enough to us that we always strive to find a good resolution.As our customer mentioned we waived the cost of the repair that we did not get proper permission to...

do. While we have never had a customer expect free shipping before, we changed our quote process to specifically say that the cost is plus shipping so that we do not have this kind of misunderstanding in the future.We have no explanation for the missed calls. While we occasionally get backed up in tech support, we show no record of several missed calls from this customer. We did talk to him at least once. Our customer service person recommended that he change the ink cartridge which according to the customer fixed his problem.We did not (and never do) supply ink cartridges as part of the refurbish. Any ink cartridge that may have been returned to the customer would have been removed from the printer he sent in for refurbishing as part of our standard operating procedureBest Regards,R-Quest Technologies LLC

Review: One of the services offered by my business, Ted's Video Services, is CD/DVD duplication. The company's disc printer, made by R-Technologies, for making disc labels had failed in the middle of a customer job.On May 30, 2015, it was sent off to the manufacturer in Placerville, California, for service.On June 12, 2015, I got an email informing me that the disc printer was ready. Unexpectedly, I was told it would cost an extra $40 to replace the fan, along with a shipping charge that I thought was included in the $475 service fee to refurbish the printer.I was not informed about nor did I authorize any additional repair work. I expressed my displeasure, and the additional $40 charge was waived. I said I would have not minded paying any extra costs to get my unit fixed, but it was a matter of principle.On June 16, the disc printer was returned, and it did not print the disc labels correctly. The printed colors were grossly too dark.I emailed R-Quest's technical support that same day and the next day (June 17) pleading for technical assistance because I had an overdue customer job to complete, and they did not respond to help. Instead, I got an email, presumably from the company's office manager, saying, "Theyre pretty busy right now, and I do apologize." On June 18, I tried calling the main and technical support phone, and nobody answered the phone in six attempts.I started the process with my bank to dispute the charges on my credit card. Shortly afterwards, fortunately, I was able to fix the problem on my own. I cancelled the claim with my bank.It turns out R-Quest Technologies had sent me a defective inkjet cartridge that was causing the printing problems.I sent an email later that day explaining the situation I was in and describing how appalling and unprofessional their customer service is. And still nobody responded.Desired Settlement: An apology from R-Quest Technologies management is in order for their technical support's unbelievably poor customer service and unprofessional behavior. I would like R-Quest Technologies to send me another HP 57 inkjet cartridge to replace the defective one they sent me.

Business

Response:

We are sorry to hear that we have a customer unhappy enough with us that they felt a need to contact the Revdex.com. Our customers are important enough to us that we always strive to find a good resolution.As our customer mentioned we waived the cost of the repair that we did not get proper permission to do. While we have never had a customer expect free shipping before, we changed our quote process to specifically say that the cost is plus shipping so that we do not have this kind of misunderstanding in the future.We have no explanation for the missed calls. While we occasionally get backed up in tech support, we show no record of several missed calls from this customer. We did talk to him at least once. Our customer service person recommended that he change the ink cartridge which according to the customer fixed his problem.We did not (and never do) supply ink cartridges as part of the refurbish. Any ink cartridge that may have been returned to the customer would have been removed from the printer he sent in for refurbishing as part of our standard operating procedureBest Regards,R-Quest Technologies LLC

Consumer

Response:

I am rejecting this response because:R-Quest's statement of "We did not (and never do) supply ink cartridges as part of the refurbish" is a lie. Two unpackaged inkjet cartridges, an HP 56 and HP 57, were included with my disc printer when it was returned to me. One of them was defective, which was the culprit of the problem.Furthermore, I did not have any issues with the print quality before my printer failed. In other words, there was nothing wrong with either inkjet cartridges that I included with the unit when I sent it in for service.Inkjet cartridges are not exactly cheap, even at discount prices, so it doesn't make sense that R-Quest doesn't return or supply the cartridges, considering the $475 charge to refurbish the unit.I didn't have the correct extra inkjet cartridge on hand when it was suggested by customer service that I try another one, nor was it certain if that was even the issue.I emailed technical support multiple times for assistance, and after two days, technical support still never responded. I essentially wasted time troubleshooting the problem all on my own. After giving up on R-Quest for help, I made one last ditch effort to go out and buy the inkjet to see if it would fix the problem.Unbelievable. I will never buy anything from R-Quest ever again.

Consumer

Response:

I am being asked to provide documentation showing R-Quest sent the ink cartridges with the refurbished disc printer, but the packing slip they provided does not have an itemized list showing such proof.Moreover, I do not know what other documentation can be provided as evidence, considering R-Quest claims they do not supply inkjet cartridges with refurbished units.However, I happen to still have the inkjet cartridges that R-Quest included with my disc printer after they refurbished it and returned it to me. Attached are pictures of them along with the packing slip and email correspondence.The HP 56 and HP 57 inkjet were not in any packaging like you would find at a store. Instead, they came with these black plastic clips that cover the contacts of the cartridges, and each one was inside individual clear plastic pouches.[redacted], by the way, was not the problem; it is R-Quest's technical support that I have the issue with.

Business

Response:

Company states: Our job was to refurbish the printer. Since we do cannot tell the origination of the ink and do not handle the ink within our procedure, we had sent it back to the consumer.