Stewart Business Systems

Review: I have been dealing with Stewart since they (I believe) acquired [redacted]. Their sales rep and his manager approached me prior to the expiration of my then existing lease, to see if I would be interested in saving money by getting a new machine which would provide superior quality, etc. Sounded pretty good so I agreed. Since the delivery of this machine we have had constant issues: poor quality reproductions, as well as machine malfunctions. As a real estate office we are totally dependent upon faxing, copying and scanning. This machine purports to do all of these all things. Scanning, copying and faxing are what we do all day in a real estate office. The inability to perform these functions literally puts us out of business.

I have pleaded with this company to, at the very least, provide us with a reliable loaner until they fix it properly ( this after asking them to either return our old machine or replace the lemon they have given us which has fallen on deaf ears). I am dealing with an office full of independent contractors who need to be able to do any of these

functions at a second's notice. We are dealing with this machine going totally down at any given time causing us not to be able perform business duties. My competitors would be very happy to have them go to them where they have functioning machines. I feel this company is putting me at risk of losing some of my agents.

They sent a repairman for the umpteenth time yesterday who worked on the machine for approximately two and a half hours. This morning the machine has been going down sporadically causing some very irate staff-this after 2.5 hours of the most recent repairs. They keep sending in repairmen who obviously can't get it fixed!

In conclusion, this is not a one, two, or even 3 time problem-it has been going on for months. I am led to only one conclusion and it is because I am a woman. If I were a man they would have replaced it long ago.Desired Settlement: How many times does one expect to be told "I'm on top of it"? My true desired outcome would be to end any business dealings with this terrible company but obviously that will never happen. I am paying twice as much for this machine as for the machines in my other two offices so obviously the outcome should be a machine that works 24/7 with a little room for a rare malfunction.

Business

Response:

Good Afternoon [redacted], we apologize for any inconvinience we have caused your company. It is my understanding that we are replacing the machine today. We will take the machine you are having trouble with and repace it with a new machine. We do hope this is satisfactory to you.

At any time you cannot reach someone please call me directly at [redacted] or email me and I will be sure to resolve any issues you may have.

Thank you & we truely appreciate your business.

Customer Advocate

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Purchased a copy machine and service contract through [redacted] in 2005. A few years ago, Stewart Business System bought [redacted] out. Stewart Business System offered us a service contract which we purchased. This contract runs for a few years and then the offer to renew is sent. We have renewed every time. The last time the contract was renewed, it cost us $402.32, which we paid in full. About six months ago, the copy machine feeder was not working properly. We called for a service call and they sent their technician out. The technician said that they no longer could gets parts for our machine. We have made repeated attempts to discuss this matter with them, but unfortunately are not getting anywhere. The extent of help from them with this situation, is that they offered us a 20% discount towards a new copy machine purchase. To purchase a new machine with the same quality and features, would be a minimum of $1,500. Even with 20% discount, it would still cost us about $1,200. Our machine is in excellent condition and for the age, does not have a lot of copies on it. The reason why we purchased the service contract was to have the guarantee that if the machine had a problem, it would be fixed, so we wouldn't have to buy a new machine. Presently the machine feeder is still not working, and this is cutting into the production and profitability of our business. Every time we need to make copies, it is costing us money to go else where for copy production. Lastly, the last few weeks, they will not return any of our phone calls.Desired Settlement: Since Stewart Business System cannot fix the machine, and we do not have $1,200. for a new machine, I request of them to reimburse us the service contract price of $402.32. Since this contract has been renewed, we have never requested any service, except for the recent call where they were unable to fix the machine and carry out their responsibility of the service contract.

Business

Response:

Good Afternoo, I spoke with [redacted] and followed up with the email below to [redacted]. He called me back this afternoon to say he is satisfied with recieveing the full reimbursment of the service contract which is $402.32. Please advise to next step, thank you.

Good Morning,

I am following up with my phone conversation with [redacted].

Stewart Business Systems apologizes for an inconvenience regarding your copy

machine, unfortunately without pre knowledge there are times when parts are

discontinued & we can no longer fix a machine. We usually can replace the

machine with a like product that offers cost effective results. At your request

we will reimburse you the $402.32 for the cost of your service contract.

I will have our accounts payable department prepare a check

for you. Please let me know that this is acceptable, thank you & we

appreciate your business.

Should you have any questions about this or would like

additional information, please contact me directly at ([redacted]

Best

Regards

Stewart

Business Systems

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,