Superior Office Systems

[redacted] , [redacted] has had this machine for almost three years. They have had eleven service calls on this machine in that time period. Three of those service calls were to empty the waste toner. Empty the waste toner means they are making a decent amount of... copies. This is an average amount of service calls for this machine. The last service call they had was about one month ago. I am not sure what they are looking for.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In the last month alone we have records of a minimum of calls for service(In March we have complained to the company times on March *** , March ***, March *** and March ***In February we called about the problems times: February **, February **, and February ***. In January we called on the *** and the *** for service). They obviously do not have or keep accurate records. Our machine has not had the ability to make double sided copies for at least a month. They have sent repairmen to our office and have not been able to resolve the issue. Their contract has been to fix our machine when necessary and they have not done so. they have told me that their next step was to replace our machine at their cost. Then they send someone to the office to try to sell us a new machine with a longer contract for more money. This is not the way a company that has any self respect does business. I want our machine fixed, replaced or removed at their expense. They say our lease of the machine is not their problem. However theirs was the company that arranged the lease and therefore responsible for the lease of what has turned out to be a subpar machine with subpar service. Finally when I said I would continue to report problems with their company to the Revdex.com, the *** asked me" why should try to fix your machine if you are going to still complain?" I had to explain that he was contractually obligated to do fix the machine until the service contract expiresThis is a bad company with bad management. Their response asks what I want. I want a machine that works the way that they described and I want the service that was promised. Since the company has not been able to provide that, I would accept nothing short of Superior Office Systems taking over our lease from the bank (A cost of $190.54/month plus $5/month service charge plus 9.88/month Insurancethis is a total cost of $for the next months), a removal of the machine and a release from our service agreement. This would cost their company $5340.92. Most likely less expensive than the cost of continuing to send people to NOT fix the machine over the next months and a client that continues to complain.?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The machine was repaired by our technicians and the customer has not called back.   Thanks, [redacted]
[redacted]
[redacted]
*

[redacted],[redacted] has had this machine for almost three years.  They have had eleven service calls on this machine in that time period.  Three of those service calls were to empty the waste toner.  Empty the waste toner means they are making a decent amount of...

copies.  This is an average amount of service calls for this machine.  The last service call they had was about one month ago.  I am not sure what they are looking for.

Review: This company in general has very poor customer service, but specifically we were promised that we would have service personnel come to our office within 4 hours of a service call. We called today at approximately noon and were told that it was not possible to have someone here today. When we told them of our contracted agreement of a 4 hour turn around they said they would send someone over. At 4pm we got a call that no one would come today and they would come on Monday. Weekends are huge for us and we need our Canon Image Runner to be up and running properly. This is not the first time this has happened and it won't be the last, I am sure. We had exactly the same problem with the machine last week and only after a lot of yelling and screaming did they send someone over within 4 hours. The service Representative that we speak to on the phone is surly and nasty. In general this company has not lived up to the sales pitch that we were given. They are really horrible.Desired Settlement: I request to be let out of our contract so we can go elsewhere. We are very unhappy with the company's services

Business

Response:

[redacted] has had this machine for almost three years. They have had eleven service calls on this machine in that time period. Three of those service calls were to empty the waste toner. Empty the waste toner means they are making a decent amount of copies. This is an average amount of service calls for this machine. The last service call they had was about one month ago. I am not sure what they are looking for.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

In the last month alone we have records of a minimum of 3 calls for service(In March we have complained to the company 4 times on March [redacted] , March [redacted], March [redacted] and March [redacted]. In February we called about the problems 3 times: February **, February **, and February [redacted]. In January we called on the [redacted] and the [redacted] for service). They obviously do not have or keep accurate records. Our machine has not had the ability to make double sided copies for at least a month. They have sent repairmen to our office and have not been able to resolve the issue. Their contract has been to fix our machine when necessary and they have not done so. they have told me that their next step was to replace our machine at their cost. Then they send someone to the office to try to sell us a new machine with a longer contract for more money. This is not the way a company that has any self respect does business. I want our machine fixed, replaced or removed at their expense. They say our lease of the machine is not their problem. However theirs was the company that arranged the lease and therefore responsible for the lease of what has turned out to be a subpar machine with subpar service. Finally when I said I would continue to report problems with their company to the Revdex.com, the [redacted] asked me" why should try to fix your machine if you are going to still complain?" I had to explain that he was contractually obligated to do fix the machine until the service contract expires. This is a bad company with bad management. Their response asks what I want. I want a machine that works the way that they described and I want the service that was promised. Since the company has not been able to provide that, I would accept nothing short of Superior Office Systems taking over our lease from the bank (A cost of $190.54/month plus $5/month service charge plus 9.88/month Insurance. this is a total cost of $205.42 for the next 26 months), a removal of the machine and a release from our service agreement. This would cost their company $5340.92. Most likely less expensive than the cost of continuing to send people to NOT fix the machine over the next 26 months and a client that continues to complain.?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The machine was repaired by our technicians and the customer has not called back. Thanks, [redacted]