Royal Business Systems, Inc.

Review: We are leasing a Kyocera all-in-one copier/printer/scanner that does not work property. We have had problems with the machine jamming from the day it was installed. The technician told us it was fastened to the truck to tight and damaged a part; which was replaced. That did not correct the problem. We have had jamming issues constantly for the past several weeks -- sometimes we have to call for a serviceman 4 or 5 times PER DAY! We are unable to print and copy documents as needed, and it is costing us a huge amount of money both in labor and lost paper [our paper cost ranges from $50 per case to $75 per case plus tax]. That does not even count the problems encountered when we are meeting with clients and trying to sign, scan and make copies but are either not able to do it or it takes a very long time, which annoys our clients.Desired Settlement: We either want a replacement machine that does work immediately, or we want out of this contract so we can find another vendor who will provide us with a machine that will work for us.

Business

Response:

When we delivered the Kyocera 6551 ci to [redacted] in March 2014 there was a cover that was cracked . We noticed it and explained to the customer that probably happened in transport and we promptly ordered a replacement cover and installed it. In the month of October ,however, the copiers started having jams . The technician noticed that the copier was close to a schedule maintenance kit needed and ordered the kit , which he thought would take care of the jamming issue. Upon installation of the maintenance kit , the jamming persisted. We promptly opened a Service Ticket with the manufacture(Kyocera) and started systematically eliminating the possible causes . This did take several attempts and customer visits to finally get to the cause. It turned out that a spring had come out of position on a sensor causing the sensor to malfunction randomly . Once the spring was put back into place, the machine was functioning properly. This was a Very unusual problem and something that the manufacture had to be involved and assist in locating, which they did. After the problem was fixed , [redacted] (Kyoceras regional Technical Rep) and I visited [redacted] on October 23rd ,2014 to make sure that she knew what had been done and that things were working properly. Everything seem to be working . I have attach the email file from Kyocera also . It shows their involvement and commitment and timeline, I did another follow up on Oct 30th and Nov 7th and everything seems good. Thanks,[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

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

Despite Royal's claim that the machine is repaired, we had 1 jam on 10/27; 2 jams on 10/29; 1 jam on 11/4; and 2 jams so far today [11/12/14]. A technician did respond late this morning to a 9:35 am call; the machine jammed again at 3:35 p.m. This is the same jam code as on 10/27 and 10/29 that they say is now repaired. Obviously that is not the case. We were asked to call [redacted] [Royal's service manager] directly on his cell phone. We did call his cell at each jam for service. This afternoon, our call went to his voice mail. I finally called the Sales Manager who sold us the machine. He said he would have [redacted] return our call right away, but now [at 4:27 pm] we have yet to hear from him.