We have two Xerox Machines: 3655 and 7225, both perform well and we have had no problems with the functions. The rep, Ruby W[redacted], did a great training session.
Thanks, Happy Holidays
I have contacted the customer and left several messages. I also sent email to customer to discuss. I received a call today 11/18 and have spoken with the customer [redacted] and [redacted]. I am waiting on information they are forwarding to [redacted] to investigate...
Good Morning Maureen,
I spoke with John Harrison this morning and he confirmed that he received his debit card approximately four days ago. He did state that it took at least sixteen days for him to receive his card. I have copied John in on this response. ...
Please consider this case closed.
Regards,
Paulette Forte
Certified Lean Six Sigma Green Belt
Global Digital Marketing
Corporate Marketing & Communications
Xerox Corporation
100 Clinton Avenue South
XRX2-4-1-2
Rochester, NY 14644
8*703.8815
###-###-####
[redacted] Inc ([redacted]) originally leased this
machine on June 26, 2010. This customer has been an ongoing problem for
the past 4.5 years. ...
The lease is due to expire on June 25, 2015.
Xerox has bent over backwards to satisfy this customer on numerous occasions,
but it has never been enough. The request to have this equipment replaced
was denied because there is no technical malfunction that requires it to be
replaced. Several Xerox Technicians, Analysts and Specialists have
reviewed the machine on multiple occasions but were unable to find any
technical issues that could not be easily resolved.
I notified [redacted] on multiple occasions between
November 21st, 2014 and December 15th, 2014 that her
machine did not qualify for replacement because the machine was performing per
specifications. I notified [redacted] on December 15th, 2014
that the machine did not qualify for replacement due to the fact that it was
performing per specifications. He demanded at that time to be released from
his remaining lease term at no penalty.
I advised [redacted] that I would pursue his request
for Early Contract Termination without penalty, but I first needed him to
provide a written request. He agreed to email me his request by the end
of day on December 15, 2014. He did not provide me written notification
of his intent to terminate his existing leasing obligation. He notified
the Revdex.com on December 15, 2014 that Xerox would not terminate
their existing contract on the machine in question, in the form of this
complaint.
On Friday, January 9th, 2015, [redacted] notified me in writing of his desire to terminate his existing contract with
Xerox on this machine. I participated in a Conference call that same day
to discuss a permanent resolution to this issue. There were several
levels of Xerox Management from both Technical Service and Sales in
participation. It was decided that our next step to address this customer
is to terminate all current and future business dealings, including the machine
referenced in this complaint. I have approval to move forward with the
termination of this lease but I am consulting Xerox Legal Counsel first, to
verify what actions need to be taken prior to processing the paperwork and notifying
the customer.
Expected Resolution: Xerox intends to terminate the
existing lease without penalty to this customer and notify [redacted] Inc
([redacted]) that Xerox is no longer willing to do business with this
customer at this time or any time in the future. *
Mr. [redacted],
The actual physical install date
of the equipment was 5/7/15, and we have billed for usage from that date.
The effective date of the contract is always the first day of the following
month following install for billing purposes.
We have managed by the facts and provided you with appropriate
answers. We stand firm with our position that there is nothing
technically wrong with the Xerox [redacted].
Therefore there is no change to our position, as communicated repeatedly,
to hold both [redacted] and Xerox Corporation to our
contractual obligations.
Hello,
I just wanted to acknowledge that I just received this notice today, (it says to reply by May 15th?) I have been working deligently with the customer, [redacted] everyday since May 21st to help resolve his issues. My case that I have created is...
1359159 and is still pending a resolution. The reason ETA was delayed for the customer was that a fuser was needed and was backordered. We had to wait for that part to be available and when it came in yesterday the technician was out to replace it. This did not resolve the output quality and now we are looking at getting the printer replaced.
rejecting this response because: I do not receive a single, recorded, voicemail message. Please call me during normal business hours, Monday through Friday 8:30 am until 5:00 pm PST (Please note I will be out of the office July 3rd as it is a legal holiday).
Sincerely,
[redacted]
Morning,
10pt">
This letter is to acknowledge receipt of your correspondence from [redacted].
Due to Federal Regulations, [redacted] ([redacted]) requires a signed privacy authorization from the consumer to release any account specific information to a third party. Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via [redacted].
[redacted] takes consumer feedback very seriously and we will immediately begin to review this specific situation. We appreciate the opportunity to respond and the case will be fully researched.
If you want service, don't sign a contract with them because that is the end of your service. I asked them to give me my sales person's name, they gave me a name and disconnected phone number twice. I still can't get anyone from there to call me.
*Subject: RE: cancellation of contract - Xerox response and Inquiry closure
Mr. [redacted],Thank you for your note below. I have discussed your situation with a collection manager, however, neither of us can assist you at this time. It is unfortunate that your family and business is going through a difficult period with the unforeseen loss of income. However, we must reiterate that we will not be putting your contract in default at this time, nor are we able to honor your request to remove the equipment. We trust that you understand our position in this matter.
I will be closing my case at this time and would like to thank you for the opportunity to address your concerns. We do encourage you to use the [redacted] for its intended purpose so that your business can experience the productivity and value of the equipment. We are optimistic that you will be pleased with your choice to partner with Xerox.
Regards,[redacted]
After sending this off to management team we have decided that we are not able to do anything for this customer at this time as the problem is not with the machine, it is with the specs on the machine not being met. Customer is using 80lb paper and this is not recommended for this machine....
If she is not happy with her machine than she can ask sales to upgrade her machine .She has had this machine for over a year and she has no warranty or contract on this machine. Xerox has also gave the customer a 1 time service call in November as she did not have a contract on machine.Please see notes below.
I JUST SEND A SIMILAR MESSAGE ABOUT THE EXACT SAME ISSUE WITH A PHASER 7100.FOR SOME REASON PEOPLE THINK THE PHASER 7100 IS ABLE TO SUPPORT MUCH HEAVIER WEIGHT OF PAPER THEN IT WAS DESIGNED FOR.MAYBE BECAUSE IT WILL SUPPORT 11 X 17 TABLOID PAPER SIZE THEY THINK IT WILL ALSO SUPPORT A HIGHER WEIGHT.
I AM GOING TO COPY THE INFORMATION THAT I SENT TO [redacted] BELOW AND HOPE THAT THE CUSTOMER WILL UNDERSTAND THAT THE PRINTER IS DESIGNED TO USE A SPECIFIC SIZE AND WEIGHT OF PAPER AND GOING OUTSIDE OF THOSE SPECIFICATIONS WILL CREATE PRINT QUALITY AND JAMMING ISSUES IN THE PRINTER.
IF THE USER WOULD TRY A LIGHTER WEIGHT PAPER SUCH AS 60 LB, AND MAKE SURE THEY SET THE PAPER TYPE ON THE PRINTER TO HEAVYWEIGHT CARDSTOCK THE PRINTER WOULD PROBABLY WORK AS DESIGNED.
IN LOOKING AT THE SUPP[redacted]D PAPER WEIGHTS IN THE SERVICE MANUAL IS SHOWS THAT THE MAXIMUM WEIGHT OF PAPER THAT CAN BE USED IS 58LB / 216 G/M². ( GRAMS PER METER SQUARED) COMMONLY REFERRED TO AS GRAMMAGE.
IN LOOKING AT THE PHASER 7100 SUPPORT WEB SITE IT SHOWS THAT THIS PRINTER DOES NOT SUPPORT 80LB PAPER WEIGHT.
[redacted]
THE MAXIMUM WEIGHT THE PRINTER WAS DESIGNED TO SUPPORT IS 58LB.THERE IS NOTHING SERVICE CAN DO TO CHANGE HOW THE PRINTER WAS DESIGNED TO WORK AND A REPLACEMENT WILL NOT RESOLVE THE PRINT QUALITY ISSUE.
[redacted]Per our conversation this morning the $86.00 that was withdrawn from your [redacted] child support card by [redacted] was refunded to your account. Per you statement you no longer have your child support monies deposited to the Xerox [redacted] card but through [redacted]...
[redacted]. I will consider your cased closed through Revdex.com but you also stated that you will need a valid username and password to login to the Xerox [redacted] account to pull your transaction history. Please contact me on Monday with a reference number after you contact the customer service line and I will ensure that a password reset is done for you.I apologize for the inconvenience and feel free to contact me with any additional questions or concerns.Regards and thank you. Paulette F[redacted]Certified Lean Six Sigma Green BeltSupplier AnalystNorth American FinanceXerox Corporation800 Phillips RoadWebster, NY 14580
I run a child care center and have a xerox contract. The machine stopped working. Of course they sent a tech out after attempting to instruct us how to fix it over the phone. The first tech sat in our parking lot for 20 minutes before finally coming in and telling us it was "a problem on our end". Nothing has changed in our office, so it was not a problem on our end. A second tech came out and could not figure out the problem. He got it to work once or twice, left and again it stopped working. He came back, changed out the hard drive... still does not work. Now we are at two weeks at a very busy office. They then promised us a new machine... that was last week. They were supposed to be here yesterday... they were not. This morning I called my salesman to find out when the new machine would be here, he was very rude. I tried to explain how important it was for us to have a working machine as we must document so many things each day for our children. His response... HE HUNG UP ON ME! I will never do business with the company again. I will share my negative experience with everyone and anyone who will listen. Shame on you Xerox, you are a big company built on the backs of little companies like mind... don't get too high and mighty - you know what they say... it's a long fall from the top. :(
In regards to Revdex.com complaint [redacted] the Xerox customer relations group opened a case almost 2 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 customer. Please advise if you require further information.
Customer has been contacted and the complaint is being actively worked by [redacted], Customer
Service Support Manager, Xerox Hawaii. The...
following actions have been taken:
5/5/14-I got in touch with [redacted] and he expressed his
dissatisfaction with Xerox Direct. They sold him a machine that does not
meet his specifications and they commited to him that this machine would meet
his business needs. Mariner was fully aware that this device had
used ink/wax and had concerns however Xerox Direct insisted that it would work
for his business. The ink is just flaking off and he is currently not
utilizing this device. He has emails of his conversations with Xerox
Direct and is emailing the information over to me.
5/6/14 - I received the emails from [redacted]l
this afternoon- need to follow back up with him because I do not have any
serial number to reference to. I will be following up with Xerox Direct
tomorrow 5/7/14.
I spoke with [redacted] on 06/19 regarding the complaint. I engaged the collector regarding her dispute. I received a resolution on 07/08 of the dispute from collections. I have attempt to contact the cusotmer to provide the solution. I left 3 messages for the...
customer 07/08, 07/10 and 07/15. I have not received a response to deliver the information. Below is the information to resolve the customer complaint.
We have closed this account in Recovery as uncollectable based on the customer's dispute and complaint filed with Revdex.com. No further action will be taken regarding the remaining balance of $762.09. If the customer decided to pursure future business with Xerox, then this closed balance will need to be addressed as Xerox considers this valid debt.
Thank you
[redacted] Customer Relations Representative Worldwide Quality & Customer Loyalty Xerox Corporation [redacted]
Complaint: [redacted]
I am rejecting this response because:
It is true that I received a call from Xerox customer relations. and it is true that I both didn't want to speak with their representative, and ultimately hung up on her. The 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 location. Given 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 here. Is Xerox so incompetent that they can't look a customer's machine up with their name, address, and phone number. Fortunately 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 3 weeks when it broke. It took so long that we called the CEO Ursula B[redacted]' office but that didn't help. There repair service is lousy, as is their customer service! They don't seem to operate trying to meet a service level. Instead, 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 answer. The fact is that after they "serviced" the machine, it still didn't work.
We have had a bad experience with this company!
Sincerely,
[redacted]
It took eppicard 16 days to get the card to me. It took 2 weeks for Xerox to respond and they responded only after I contacted my state congressman. I do have the card but this is a company that has a contract with the state of NC so our tax money is going to this incompetant company that could care less
Complaint: [redacted]1
I am rejecting this response because:
Sincerely,
John Harrison
We have two Xerox Machines: 3655 and 7225, both perform well and we have had no problems with the functions. The rep, Ruby W[redacted], did a great training session.
Thanks, Happy Holidays
I have contacted the customer and left several messages. I also sent email to customer to discuss. I received a call today 11/18 and have spoken with the customer [redacted] and [redacted]. I am waiting on information they are forwarding to [redacted] to investigate...
further.
Thank you
[redacted] Xerox Corporation [redacted]
[redacted] Tel: ###-###-#### Fax ###-###-####
Good Morning Maureen,
I spoke with John Harrison this morning and he confirmed that he received his debit card approximately four days ago. He did state that it took at least sixteen days for him to receive his card. I have copied John in on this response. ...
Please consider this case closed.
Regards,
Paulette Forte
Certified Lean Six Sigma Green Belt
Global Digital Marketing
Corporate Marketing & Communications
Xerox Corporation
100 Clinton Avenue South
XRX2-4-1-2
Rochester, NY 14644
8*703.8815
###-###-####
[redacted] Inc ([redacted]) originally leased this
machine on June 26, 2010. This customer has been an ongoing problem for
the past 4.5 years. ...
The lease is due to expire on June 25, 2015.
Xerox has bent over backwards to satisfy this customer on numerous occasions,
but it has never been enough. The request to have this equipment replaced
was denied because there is no technical malfunction that requires it to be
replaced. Several Xerox Technicians, Analysts and Specialists have
reviewed the machine on multiple occasions but were unable to find any
technical issues that could not be easily resolved.
I notified [redacted] on multiple occasions between
November 21st, 2014 and December 15th, 2014 that her
machine did not qualify for replacement because the machine was performing per
specifications. I notified [redacted] on December 15th, 2014
that the machine did not qualify for replacement due to the fact that it was
performing per specifications. He demanded at that time to be released from
his remaining lease term at no penalty.
I advised [redacted] that I would pursue his request
for Early Contract Termination without penalty, but I first needed him to
provide a written request. He agreed to email me his request by the end
of day on December 15, 2014. He did not provide me written notification
of his intent to terminate his existing leasing obligation. He notified
the Revdex.com on December 15, 2014 that Xerox would not terminate
their existing contract on the machine in question, in the form of this
complaint.
On Friday, January 9th, 2015, [redacted] notified me in writing of his desire to terminate his existing contract with
Xerox on this machine. I participated in a Conference call that same day
to discuss a permanent resolution to this issue. There were several
levels of Xerox Management from both Technical Service and Sales in
participation. It was decided that our next step to address this customer
is to terminate all current and future business dealings, including the machine
referenced in this complaint. I have approval to move forward with the
termination of this lease but I am consulting Xerox Legal Counsel first, to
verify what actions need to be taken prior to processing the paperwork and notifying
the customer.
Expected Resolution: Xerox intends to terminate the
existing lease without penalty to this customer and notify [redacted] Inc
([redacted]) that Xerox is no longer willing to do business with this
customer at this time or any time in the future. *
Mr. [redacted],
The actual physical install date
of the equipment was 5/7/15, and we have billed for usage from that date.
The effective date of the contract is always the first day of the following
month following install for billing purposes.
We have managed by the facts and provided you with appropriate
answers. We stand firm with our position that there is nothing
technically wrong with the Xerox [redacted].
Therefore there is no change to our position, as communicated repeatedly,
to hold both [redacted] and Xerox Corporation to our
contractual obligations.
Hello,
I just wanted to acknowledge that I just received this notice today, (it says to reply by May 15th?) I have been working deligently with the customer, [redacted] everyday since May 21st to help resolve his issues. My case that I have created is...
1359159 and is still pending a resolution. The reason ETA was delayed for the customer was that a fuser was needed and was backordered. We had to wait for that part to be available and when it came in yesterday the technician was out to replace it. This did not resolve the output quality and now we are looking at getting the printer replaced.
Thank you,
Sincerly,
[redacted]
Customer Relations Representative
Xerox Corporation
[redacted]
Complaint: [redacted]
I am...
rejecting this response because: I do not receive a single, recorded, voicemail message. Please call me during normal business hours, Monday through Friday 8:30 am until 5:00 pm PST (Please note I will be out of the office July 3rd as it is a legal holiday).
Sincerely,
[redacted]
Morning,
10pt">
This letter is to acknowledge receipt of your correspondence from [redacted].
Due to Federal Regulations, [redacted] ([redacted]) requires a signed privacy authorization from the consumer to release any account specific information to a third party. Since a signed privacy release was not provided, a detailed response will be provided directly to the consumer within 14 days via [redacted].
[redacted] takes consumer feedback very seriously and we will immediately begin to review this specific situation. We appreciate the opportunity to respond and the case will be fully researched.
Sincerely,
Resolution Management Group
If you want service, don't sign a contract with them because that is the end of your service. I asked them to give me my sales person's name, they gave me a name and disconnected phone number twice. I still can't get anyone from there to call me.
corporate Xerox is already working this issue. Xerox Rep who is working this is [redacted], her latest entry in this case is: EMAIL to customer :
From: [redacted] Sent: Wednesday, June 03, 2015 8:34 AMTo: [redacted]Cc: [redacted]...
*Subject: RE: cancellation of contract - Xerox response and Inquiry closure
Mr. [redacted],Thank you for your note below. I have discussed your situation with a collection manager, however, neither of us can assist you at this time. It is unfortunate that your family and business is going through a difficult period with the unforeseen loss of income. However, we must reiterate that we will not be putting your contract in default at this time, nor are we able to honor your request to remove the equipment. We trust that you understand our position in this matter.
I will be closing my case at this time and would like to thank you for the opportunity to address your concerns. We do encourage you to use the [redacted] for its intended purpose so that your business can experience the productivity and value of the equipment. We are optimistic that you will be pleased with your choice to partner with Xerox.
Regards,[redacted]
After sending this off to management team we have decided that we are not able to do anything for this customer at this time as the problem is not with the machine, it is with the specs on the machine not being met. Customer is using 80lb paper and this is not recommended for this machine....
If she is not happy with her machine than she can ask sales to upgrade her machine .She has had this machine for over a year and she has no warranty or contract on this machine. Xerox has also gave the customer a 1 time service call in November as she did not have a contract on machine.Please see notes below.
I JUST SEND A SIMILAR MESSAGE ABOUT THE EXACT SAME ISSUE WITH A PHASER 7100.FOR SOME REASON PEOPLE THINK THE PHASER 7100 IS ABLE TO SUPPORT MUCH HEAVIER WEIGHT OF PAPER THEN IT WAS DESIGNED FOR.MAYBE BECAUSE IT WILL SUPPORT 11 X 17 TABLOID PAPER SIZE THEY THINK IT WILL ALSO SUPPORT A HIGHER WEIGHT.
I AM GOING TO COPY THE INFORMATION THAT I SENT TO [redacted] BELOW AND HOPE THAT THE CUSTOMER WILL UNDERSTAND THAT THE PRINTER IS DESIGNED TO USE A SPECIFIC SIZE AND WEIGHT OF PAPER AND GOING OUTSIDE OF THOSE SPECIFICATIONS WILL CREATE PRINT QUALITY AND JAMMING ISSUES IN THE PRINTER.
IF THE USER WOULD TRY A LIGHTER WEIGHT PAPER SUCH AS 60 LB, AND MAKE SURE THEY SET THE PAPER TYPE ON THE PRINTER TO HEAVYWEIGHT CARDSTOCK THE PRINTER WOULD PROBABLY WORK AS DESIGNED.
IN LOOKING AT THE SUPP[redacted]D PAPER WEIGHTS IN THE SERVICE MANUAL IS SHOWS THAT THE MAXIMUM WEIGHT OF PAPER THAT CAN BE USED IS 58LB / 216 G/M². ( GRAMS PER METER SQUARED) COMMONLY REFERRED TO AS GRAMMAGE.
IN LOOKING AT THE PHASER 7100 SUPPORT WEB SITE IT SHOWS THAT THIS PRINTER DOES NOT SUPPORT 80LB PAPER WEIGHT.
[redacted]
THE MAXIMUM WEIGHT THE PRINTER WAS DESIGNED TO SUPPORT IS 58LB.THERE IS NOTHING SERVICE CAN DO TO CHANGE HOW THE PRINTER WAS DESIGNED TO WORK AND A REPLACEMENT WILL NOT RESOLVE THE PRINT QUALITY ISSUE.
[redacted]Per our conversation this morning the $86.00 that was withdrawn from your [redacted] child support card by [redacted] was refunded to your account. Per you statement you no longer have your child support monies deposited to the Xerox [redacted] card but through [redacted]...
[redacted]. I will consider your cased closed through Revdex.com but you also stated that you will need a valid username and password to login to the Xerox [redacted] account to pull your transaction history. Please contact me on Monday with a reference number after you contact the customer service line and I will ensure that a password reset is done for you.I apologize for the inconvenience and feel free to contact me with any additional questions or concerns.Regards and thank you. Paulette F[redacted]Certified Lean Six Sigma Green BeltSupplier AnalystNorth American FinanceXerox Corporation800 Phillips RoadWebster, NY 14580
I run a child care center and have a xerox contract. The machine stopped working. Of course they sent a tech out after attempting to instruct us how to fix it over the phone. The first tech sat in our parking lot for 20 minutes before finally coming in and telling us it was "a problem on our end". Nothing has changed in our office, so it was not a problem on our end. A second tech came out and could not figure out the problem. He got it to work once or twice, left and again it stopped working. He came back, changed out the hard drive... still does not work. Now we are at two weeks at a very busy office. They then promised us a new machine... that was last week. They were supposed to be here yesterday... they were not. This morning I called my salesman to find out when the new machine would be here, he was very rude. I tried to explain how important it was for us to have a working machine as we must document so many things each day for our children. His response... HE HUNG UP ON ME! I will never do business with the company again. I will share my negative experience with everyone and anyone who will listen. Shame on you Xerox, you are a big company built on the backs of little companies like mind... don't get too high and mighty - you know what they say... it's a long fall from the top. :(
Complaint: [redacted]
I am rejecting this response because:They are brushing this off and not resolving any of the issues.
Sincerely,
[redacted]
In regards to Revdex.com complaint [redacted] the Xerox customer relations group opened a case almost 2 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 customer. Please advise if you require further information.
Customer has been contacted and the complaint is being actively worked by [redacted], Customer
Service Support Manager, Xerox Hawaii. The...
following actions have been taken:
5/5/14-I got in touch with [redacted] and he expressed his
dissatisfaction with Xerox Direct. They sold him a machine that does not
meet his specifications and they commited to him that this machine would meet
his business needs. Mariner was fully aware that this device had
used ink/wax and had concerns however Xerox Direct insisted that it would work
for his business. The ink is just flaking off and he is currently not
utilizing this device. He has emails of his conversations with Xerox
Direct and is emailing the information over to me.
5/6/14 - I received the emails from [redacted]l
this afternoon- need to follow back up with him because I do not have any
serial number to reference to. I will be following up with Xerox Direct
tomorrow 5/7/14.
I spoke with [redacted] on 06/19 regarding the complaint. I engaged the collector regarding her dispute. I received a resolution on 07/08 of the dispute from collections. I have attempt to contact the cusotmer to provide the solution. I left 3 messages for the...
customer 07/08, 07/10 and 07/15. I have not received a response to deliver the information. Below is the information to resolve the customer complaint.
We have closed this account in Recovery as uncollectable based on the customer's dispute and complaint filed with Revdex.com. No further action will be taken regarding the remaining balance of $762.09. If the customer decided to pursure future business with Xerox, then this closed balance will need to be addressed as Xerox considers this valid debt.
Thank you
[redacted] Customer Relations Representative Worldwide Quality & Customer Loyalty Xerox Corporation [redacted]
[redacted] from Xerox Customer Relations is looking into this matter and will follow up with the customer-
Case #: [redacted]
Complaint: [redacted]
I am rejecting this response because:
It is true that I received a call from Xerox customer relations. and it is true that I both didn't want to speak with their representative, and ultimately hung up on her. The 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 location. Given 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 here. Is Xerox so incompetent that they can't look a customer's machine up with their name, address, and phone number. Fortunately 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 3 weeks when it broke. It took so long that we called the CEO Ursula B[redacted]' office but that didn't help. There repair service is lousy, as is their customer service! They don't seem to operate trying to meet a service level. Instead, 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 answer. The fact is that after they "serviced" the machine, it still didn't work.
We have had a bad experience with this company!
Sincerely,
[redacted]
It took eppicard 16 days to get the card to me. It took 2 weeks for Xerox to respond and they responded only after I contacted my state congressman. I do have the card but this is a company that has a contract with the state of NC so our tax money is going to this incompetant company that could care less
Complaint: [redacted]1
I am rejecting this response because:
Sincerely,
John Harrison