SCM Systems, Inc.

In this instance, the customer in question purchased sandblasting equipment from us on October 22, 2014. The equipment was delivered to the customer, November 2014. Our records indicate, the customer contacted us mid-January advising that he/his employee was having difficulty getting a
portion of the package he purchased, the stencil cutter, to operate in the manner he wished to us it. After working with the customer, it was determined that they were attempting to use their own software in conjunction with our equipment, and not the software that is provided with the cutter. One of our technicians worked directly through “team viewer” a program whereby we can actually go into the customer’s computer and work the program, set the program and cutter up to run. We were subsequently contacted and advised that the cutter, i.ethe program was again not operating properly. The customer advised us that they were using our program, not theirs and that the equipment was not cutting right. At that time, we sent a box overnight, and had the unit overnighted back to us to be inspected. Upon receiving the equipment back, an inspection revealed absolutely no problem with the equipment, or the accompanying operational program. It should be noted, that during this time period, we also sent the customer, at no charge, an additional roll of the stencil mask used with the equipment ($134.95) because of the supposed malfunction of the equipmentWe overnighted the unit back to the customer. Upon completion of the inspection, the customer was again contacted and at that point advised us that they had continued to use their own program and files, not the one supplied with the equipment. We have gone to great lengths to assist this customer, not having the proper information made it extremely difficult to do so. As a result of this most recent information, we had our technicians develop a way for this customer to use his own program in conjunction with oursWe produced a video for them to follow step by stepIt is a simple export process. We worked with them directly through their system and the program is not only operational, but works to perfection. It is our contention, that we have resolved, in a satisfactory manner this customer’s complaint. Had we been given all of the factors in the beginning, we could have resolved this prior to this unfounded complaint. We have thousands of these systems in operation, the vast majority purchased by individuals with little or no experience in this area. We provide thorough training through our DVD program, and one on one customer support is always available to our customers. Please contact me with any questions. Sincerely

After reviewing the information provided by Mr***, we do agree that this has gone on far too long. As we had previously indicated, we have done everything possible to get this matter resolved, including producing a video specific to the program they choose to use, which provides detailed instructions for incorporating both programs. It has not been noted, that any program the customer moves forward with, will require the same adaptations he found to be unacceptable with our program. If a person, or company is not satisfied with our product we do everything to right the situation. It has never been our practice to prolong a problem, because is serves no benefit to the customer, or to our company. It is inappropriate to toss about statements relative to “losing an employee” over our software, which lends itself to being an emotional issue and not one related to business. Aside, from the fact that there is no direct way for us to respond.We have sent a call tag to Mr***, will retrieve the equipment and move forward with issuing a refund. We continue to reiterate, there is no problem with the equipment, or the program used in its operation. We are making a choice to move forward, with the intent of resolving this customer’s complaint. Sincerely, *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I do have a few more opinions I want to share with SCM but I'm going to refrain because I don't care to continue extending this issue longer than neededAlthough I am very disappointed on how they have refused to return my refund, money I paid them in good faith, money that is due back to me, until I respond back to the Revdex.com and then after they receive proof that I responded back to Revdex.com, only then they would return my refundBelow is the last email I received from SCM:Hi ***, We received the machine backWe also received the box of
stencilsThere were sheets left in the boxThis is $42.00. The total refund will be $2,We will put this back on
your credit card. I will need you to send a letter to the RevDex.com stating that this matter is resolved so that we can issue the refund
Just copy me on the email letter to the Revdex.com and we will
process your refund right away.
Thanks again *** So ***, as per your request here is my response to Revdex.com stating that the issue has been resolved so as you promised I hope you will be reimbursing me my refund and I will look for the total amount due back to me as soon as possible
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have read
the response from SCM and our records show that we
have made attempts to contact them as early
as December when we had our new PC’s installedSCM (*** ***) has
been fully aware of the software we use to do all our designs and he has also
expressed that they use the same software we use but an older versionWe have
made every possible adjustment that their technician has recommended, we
worked directly on the program that came with the machine and nothing has
worked and I have provided sample of the results to *** and their technician
every time we tried a new processI did have
the machine sent back (as *** mentioned) and they did tell me nothing wrong
was found and they even returned some sampled material along with the machineAlthough
they did mentioned that they needed to adjust the setting and the sample they
produced was of some extremely large lettering (approximately 1-3/4”
lettering) which we rarely produceThey are very much aware that we
do a lot of smaller items that would be equivalent to 3/8" inch
lettering, which is what we use almost on a daily basis for our clientsThey
day we received the machine from ***, we attempted to cut some material abut
we encountered the same results and I immediately sent photos to the technician
with those resultsThat same day, my technician and ***’s technician walked
through the process (as they have done on several occasion) and we still
continued to produce the same resultsWe have worked with the software they
recommended and we have worked with ours as well and nothing seems to correct
the issue we continue to have***
continues to stretch this out much longer then I care to do any longer and we
have yet to use that machine for a single jobI have lost jobs because of this
and now I have lost an employee because of the struggles we continue to have
and the “round-about-way” we have to work because we do not have use of this
machine and the fact that we have to cut the stencil by hand or use a third
party to cut it for us.I am not
requesting additional money from SCM, I’m not requesting that they pay for the loss
of jobs that resulted because of this issueI’m not requesting that they pay
for the hours spent by my technician testing and retesting different ways to
get this to work or for even for the loss of my technicianI simply wanted a
product that I can use without all the hassle we have had encountered since day
oneI do want
full price for the machine we never used, the full cost of materials including
the Resist sheets that we could not use eitherAll of this will be returned
and I would expect an immediate refund so that we can begin to look for a
different machine entirelyI do not expect to pay for any shipping since I
paid for the initial shipping to my shop and I do expect that they supply an
itemized returned receipt for everything that will be returnedI don’t think
that this is a outrageous request and if he can fulfill this so we can both
begin to go our separate ways
I have been
very satisfied with the other products that came with the packaged deal and i
would like to keep that but if *** decides he wants the entire packed deal
back then we can have it all returned, but this would need to be at his cost as
well
Regards,
*** ***

I have been a very satisfied customer of SCM Systems for over 10 years. The equipment is durable and works as advertised. The prices are reasonable and competitive. Most importantly, the staff is helpful, efficient and friendly. I highly recommend this company.

After ordering plotter paper from this company over several years, the last order arrived - no receipt. I called and requested a receipt. The woman was very "put out" and had a very abrasive personality. Unfortunately, I had to call and speak with this person three times just to get a receipt and each time she was very "annoyed" and I was clearly in the wrong in her opinion.

Certainly going to shop around elsewhere for the next order and will not use this company again if asking for a receipt is so annoying to them.

I have dealt with this SCM Systems 3 times. Each time I asked many questions and compared their products with others in the market. The have always been very professional and knowledgeable. They have also been very accommodating with with orders and the delivery of them. I am usually hard to please but I am very pleased with my dealings with them. Great company, great product and great staff.

Review: I purchased a packaged deal from SCM back in November of 2014, one piece in particular could never get it to connect to our PC's. After going back and forth for sometimes we finally got it to connect to a PC and when we tried using it we had more problems where it would not cut the material correctly. We were then told to contact the manufacturer of the plotter and given the phone number. One of the employees was initially helpful but we had so much trouble to get it to cut out our stencil properly that we continually went back and forth for a few months and still have not been able to resolve this issue. The calls between have quickly gone from daily to none at all and after I resorted to emails to track the issue I have not received any information from anyone up to today. We have used up a lot of the material that came in the initial package deal to continuously test different methods and settings but nothing has come of any of it and we are losing clients because we cannot use the machine I paid for what it was intended. As of today we have not been able to use it at all for anything and I need this resolved today.Desired Settlement: I’m requesting my money back for the plotter/cutter, for all the materials that is used with it and for an additional material called “Resist 3” which never worked for us either. They are aware of issues I have had with the “Resist 3” as well because we began using the Resist 3 before the plotter and we have asked on many occasions for assistance in using this material as well. My guys have over 22 years of experience in this field and have used many different types of material but they (as well as myself) could not get any of these items to work properly.

Business

Response:

In this instance, the customer in question purchased sandblasting equipment from us on October 22, 2014. The equipment was delivered to the customer, November 2014. Our records indicate, the customer contacted us mid-January advising that he/his employee was having difficulty getting a portion of the package he purchased, the stencil cutter, to operate in the manner he wished to us it. After working with the customer, it was determined that they were attempting to use their own software in conjunction with our equipment, and not the software that is provided with the cutter. One of our technicians worked directly through “team viewer” a program whereby we can actually go into the customer’s computer and work the program, set the program and cutter up to run. We were subsequently contacted and advised that the cutter, i.e. the program was again not operating properly. The customer advised us that they were using our program, not theirs and that the equipment was not cutting right. At that time, we sent a box overnight, and had the unit overnighted back to us to be inspected. Upon receiving the equipment back, an inspection revealed absolutely no problem with the equipment, or the accompanying operational program. It should be noted, that during this time period, we also sent the customer, at no charge, an additional roll of the stencil mask used with the equipment ($134.95) because of the supposed malfunction of the equipment. We overnighted the unit back to the customer. Upon completion of the inspection, the customer was again contacted and at that point advised us that they had continued to use their own program and files, not the one supplied with the equipment. We have gone to great lengths to assist this customer, not having the proper information made it extremely difficult to do so. As a result of this most recent information, we had our technicians develop a way for this customer to use his own program in conjunction with ours. We produced a video for them to follow step by step. It is a simple export process. We worked with them directly through their system and the program is not only operational, but works to perfection. It is our contention, that we have resolved, in a satisfactory manner this customer’s complaint. Had we been given all of the factors in the beginning, we could have resolved this prior to this unfounded complaint. We have thousands of these systems in operation, the vast majority purchased by individuals with little or no experience in this area. We provide thorough training through our DVD program, and one on one customer support is always available to our customers. Please contact me with any questions. Sincerely

Consumer

Response: