Texas Document Solutions

In order to address this formal complaint, it is important that we start from the beginning.On December 24, we received a phone call from [redacted] with FramesDirect [redacted] explained that while he worked in [redacted] , he wanted to place avery specific printer order for his [redacted] and *** [redacted] branch locationsPhilip mentioned that they had antiquated Konica Minolta (KM) printers which no longerworked and were not in production any longerThrough his extensive independentresearch online, [redacted] found the replacement KM model and called us to placethe orderThe conversation I, ( [redacted] ***) had with [redacted] , was while we donot stock any of the larger KM copiers, we certainly did not stock inventoryfor smaller specialty KM printersSince [redacted] ’s request was very specific andwe had never heard of the product, never sold the product and didn’t even knowthe price of the product, I had asked if he had ever seen the product or demoedthe product to insure it would work in his environmentHis answer was “no” butthat the brochure was marketing the printer so it could perform Frames Direct’sunique print job.It is important to know, that before our company sells any product, we have a longlist of questions we ask to make sure the proper machine is being placed in theproper environmentWhen the question was asked about whether or not FramesDirect needed 11” x 17” capability, we were informed that they did not and thatthe only requirement was the need for AcapabilityAis a European measurementand has never been requested in my years of selling office equipmentA5paper would be like taking a standard letter-sized document, (8.5” x 11”) andfolding it in half.After consulting with our KM manufacturer’s representative, I came to find out thatwhile our KM rep covered the entire state of Texas, he had never had any ofhis copier dealers sell one of the specialty printersWith that being saidI conveyed to [redacted] how special this product was and recommended that he demothe product first to insure it fit in his environment with their very uniquemethod of printingMy advice was not taken as apparently time was of theessence and he “had” to have these machines as soon as possible because his originalmachines were not working [redacted] was applying pressure on us to order theequipment as fast as possibleWe conveyed that this is not typical of how weconduct business and we urged him to view the product in action before placinghis orderTo compound the pressure, the order was being placed during onChristmas and while the U.Swas undergoing a severe blizzard throughout halfof the country, thus affecting logistics.Needless to say Frames Direct placed an order for two unitsOne for their [redacted] locationand one for their [redacted] locationWhen the topic of delivery andinstallation was brought up, [redacted] did not want to pay the addition deliveryfees for the [redacted] machine and requested that we just deliver both machinesto the [redacted] location and they would take care of delivering the machine ontheir own.After the [redacted] machine was delivered and installed, [redacted] said the machine was not compatiblewith their internal softwareTexas Document Solutions has always had anunconditional guarantee that if a machine does not work out, we will replacethat unit with a similar unit with similar capabilitiesWe stood behind ourcommitment and brought out a Sharp MX-B402SC demo unitImmediately, [redacted] (who keep in mind is located in [redacted] ) said the machine would not fitIpersonally went out to the [redacted] facility to see what kind of room we had towork with and found out that Frames Direct were using plastic collapsiblecard-tables that could be placed anywhere in the room and that space was not alimitation whatsoeverThe people using the machines even mentioned that allthey needed to do was move the table slightly to accommodate the machineAfter some time had passed, I placed a follow up call to see how the Sharp machine was performingand I received a warm response that while it worked, the machine was simply toolarge and was asked if we could we find an alternate “smaller desktop” solution atroughly the same price as the previous KM machinesAfter an extensive amountor research, (on my part, our service manager’s part and our IT department’spart) we landed on a desktop Kyocera unitThe Kyocera fit the “space”requirement, price requirement and Aprint requirementAt this point we were all relievedAfter this third option was delivered andinstalled, [redacted] mentioned that while the machine was able to print on Apaper;the machine was pulling the Apaper from the wrong paper drawerWe spoke toKyocera and Kyocera’s response was that this was an issue on the customer’s endas the machine performed flawlessly and all that needed to be done was to havethe customer reconfigure their software to have the printer driver pull fromone drawer over anotherWhen we explained the process to ***, it he saidthey were not going to make the adjustment and that we should order yet “another”specialty product manufactured by HPThis simply was not an optionWe were not going to order “another” specialty productwithout the customer having demoed the productIt was at this point whereFrames Direct was asking for a refundSince the KM machines were and are a specialtyitem, that most dealers do not sell let alone carry, we reached out to KonicaMinolta to see if they would accommodate some sort of return with a “restocking”feeOur request was denied because the product was too specializedTo bestillustrate this entire situation, imagine the following takes place:A patient needs to upgrade or enhance their tri-focal glassesShould thepatient visit his local optometrist’s office and request a new set of eye wareand frames, and imagine the doctor would not provide them, withoutfirst a complete eye examination and careful review and personal comparison ofthe selected frames That is very similar of our approach of the placementof ANY copier/printer, and again it is a “Fail Safe Method.” Please imagineif you will another patient coming to that same office and saying that he doesNOT have time for the eye exam or review of the frames but he knows exactlywhat he wants and insists on the optometrist “special order of an expensiveand unusual frames at a cost of $1,500.00? Upon delivery, the patient decidesthat the frames are not appealing to him and will need some additional researchand adjustments to fit his needs Unfortunately the optometrist’s specialframe order “Can NOT” be returned or resold.This is example is similar to what we have facedFrames Direct conducted their own internalresearch and determined that they needed a product in which they did not wantto demo or try out and when the product was found out to not perform asdesired, our company provided two additional options with last option being a perfectsolution that DID WORK and fit the price and space requirementAll that wasneeded was for Frames Direct to configure their software to pull from one paperdrawer over another and all would be saved.In conclusion this situation had been escalated to the highest level thus reachingour president’s office Our president has attempted, through no avail, to reach out to the author of this complaint, RinkuShah for a requested conference call with no contact ever made to discuss theviable solution of keeping the Kyocera machine in place and having the customeradjust their software settings to pull the paper from the correct paper drawer

Complaint: ***
I am rejecting this response because:
*** *** is a Systems Administrator at FramesDirectHe has been handling hardware purchase / configuration and installation for computers, printers and phones for a few yearsHe has not received any communication from Texas Document Solutions acknowledging that these printers were special ordersHis time is extremely valuable for FramesDirect and he has patiently spent a lot of time trying to figure out other options with Texas Document Solutions*** and I would like to deny the claim that FramesDirect is not willing to make a "small electronic driver setting" modification that would make the Kyocera printer workWe are not aware of any electronic driver setting for Kyocera printers that will resolve the issue we are facing and make that product usable with our system.
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
[redacted] is a Systems Administrator at FramesDirect. He has been handling hardware purchase / configuration and installation for computers, printers and phones for a few years. He has not received any communication from Texas Document Solutions acknowledging that these printers were special orders. His time is extremely valuable for FramesDirect and he has patiently spent a lot of time trying to figure out other options with Texas Document Solutions.[redacted] and I would like to deny the claim that FramesDirect is not willing to make a "small electronic driver setting" modification that would make the Kyocera printer work. We are not aware of any electronic driver setting for Kyocera printers that will resolve the issue we are facing and make that product usable with our system. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like to reiterate the fact that FramesDirect was never told that these printers were non-refundable. If FramesDirect had known that then FramesDirect would not have placed the order.I sent an email to president of Texas Document Solutions on May 7th and asked to find out what the next step was. I have not heard back from him.
Regards,
[redacted]

In order to address this formal complaint, it is important that we start from the beginning.On December 24, 2014 we received a phone call from [redacted] with FramesDirect. [redacted] explained that while he worked in [redacted], he wanted to place avery specific printer order for his [redacted] and [redacted]...

[redacted] branch locations. Philip mentioned that they had antiquated Konica Minolta (KM) printers which no longerworked and were not in production any longer. Through his extensive independentresearch online, [redacted] found the replacement KM model and called us to placethe order. The conversation I, ([redacted]) had with [redacted], was while we donot stock any of the larger KM copiers, we certainly did not stock inventoryfor smaller specialty KM printers. Since [redacted]’s request was very specific andwe had never heard of the product, never sold the product and didn’t even knowthe price of the product, I had asked if he had ever seen the product or demoedthe product to insure it would work in his environment. His answer was “no” butthat the brochure was marketing the printer so it could perform Frames Direct’sunique print job.It is important to know, that before our company sells any product, we have a longlist of questions we ask to make sure the proper machine is being placed in theproper environment. When the question was asked about whether or not FramesDirect needed 11” x 17” capability, we were informed that they did not and thatthe only requirement was the need for A5 capability. A5 is a European measurementand has never been requested in my 8 years of selling office equipment. A5paper would be like taking a standard letter-sized document, (8.5” x 11”) andfolding it in half.After consulting with our KM manufacturer’s representative, I came to find out thatwhile our KM rep covered the entire state of Texas, he had never had any ofhis copier dealers sell one of the specialty printers. With that being saidI conveyed to [redacted] how special this product was and recommended that he demothe product first to insure it fit in his environment with their very uniquemethod of printing. My advice was not taken as apparently time was of theessence and he “had” to have these machines as soon as possible because his originalmachines were not working. [redacted] was applying pressure on us to order theequipment as fast as possible. We conveyed that this is not typical of how weconduct business and we urged him to view the product in action before placinghis order. To compound the pressure, the order was being placed during onChristmas and while the U.S. was undergoing a severe blizzard throughout halfof the country, thus affecting logistics.Needless to say Frames Direct placed an order for two units. One for their [redacted] locationand one for their [redacted] location. When the topic of delivery andinstallation was brought up, [redacted] did not want to pay the addition deliveryfees for the [redacted] machine and requested that we just deliver both machinesto the [redacted] location and they would take care of delivering the machine ontheir own.After the [redacted] machine was delivered and installed, [redacted] said the machine was not compatiblewith their internal software. Texas Document Solutions has always had anunconditional guarantee that if a machine does not work out, we will replacethat unit with a similar unit with similar capabilities. We stood behind ourcommitment and brought out a Sharp MX-B402SC demo unit. Immediately, [redacted](who keep in mind is located in [redacted]) said the machine would not fit. Ipersonally went out to the [redacted] facility to see what kind of room we had towork with and found out that Frames Direct were using plastic collapsiblecard-tables that could be placed anywhere in the room and that space was not alimitation whatsoever. The people using the machines even mentioned that allthey needed to do was move the table slightly to accommodate the machine. After some time had passed, I placed a follow up call to see how the Sharp machine was performingand I received a warm response that while it worked, the machine was simply toolarge and was asked if we could we find an alternate “smaller desktop” solution…atroughly the same price as the previous KM machines. After an extensive amountor research, (on my part, our service manager’s part and our IT department’spart) we landed on a desktop Kyocera unit. The Kyocera fit the “space”requirement, price requirement and A5 print requirement. At this point we were all relieved. After this third option was delivered andinstalled, [redacted] mentioned that while the machine was able to print on A5 paper;the machine was pulling the A5 paper from the wrong paper drawer. We spoke toKyocera and Kyocera’s response was that this was an issue on the customer’s endas the machine performed flawlessly and all that needed to be done was to havethe customer reconfigure their software to have the printer driver pull fromone drawer over another. When we explained the process to [redacted], it he saidthey were not going to make the adjustment and that we should order yet “another”specialty product manufactured by HP. This simply was not an option. We were not going to order “another” specialty productwithout the customer having demoed the product. It was at this point whereFrames Direct was asking for a refund. Since the KM machines were and are a specialtyitem, that most dealers do not sell let alone carry, we reached out to KonicaMinolta to see if they would accommodate some sort of return with a “restocking”fee. Our request was denied because the product was too specialized. To bestillustrate this entire situation, imagine the following takes place:A patient needs to upgrade or enhance their tri-focal glasses. Should thepatient visit his local optometrist’s office and request a new set of eye wareand frames,  and imagine the doctor would not provide them,  withoutfirst a complete eye examination and careful review and personal comparison ofthe selected frames.  That is very similar of our approach of the placementof ANY copier/printer, and again it is a “Fail Safe Method.”  Please imagineif you will another patient coming to that same office and saying that he doesNOT have time for the eye exam or review of the frames but he knows exactlywhat he wants and insists on the optometrist “special order of an expensiveand unusual frames at a cost of $1,500.00?  Upon delivery, the patient decidesthat the frames are not appealing to him and will need some additional researchand adjustments to fit his needs.  Unfortunately the optometrist’s specialframe order “Can NOT” be returned or resold.This is example is similar to what we have faced. Frames Direct conducted their own internalresearch and determined that they needed a product in which they did not wantto demo or try out and when the product was found out to not perform asdesired, our company provided two additional options with last option being a perfectsolution that DID WORK and fit the price and space requirement. All that wasneeded was for Frames Direct to configure their software to pull from one paperdrawer over another and all would be saved.In conclusion this situation had been escalated to the highest level thus reachingour president’s office.  Our president has attempted, through no avail, to reach out to the author of this complaint, RinkuShah for a requested conference call with no contact ever made to discuss theviable solution of keeping the Kyocera machine in place and having the customeradjust their software settings to pull the paper from the correct paper drawer.

I spoke directly to [redacted] on Christmas Eve 2014 about the specific and specialty order he wanted to make. It was mentioned that not only did we not carry the machine in stock, but we did not have the specific accessories in stock as well. [redacted] was informed that our company had an unconditional guarantee that should the equipment not perform as desired, we would replace that equipment with similar equipment SO AS LONG AS THE CUSTOMER HAS BEEN CONTINUOUSLY COVERED UNDER OUR STANDARD MAINTENANCE/SUPPLY USER AGREEMENT. [redacted] DID NOT WANT SERVICE INCLUDED which was discouraged on my part when the order was placed. Further more when the order was placed, the credit card given to us was denied. We have stood behind our product and service commitment even when we were not required to do so. Our company has spent countless number of hours, of what should be billable hours at $150.00/hr., all in good faith making sure we came up with a solution that worked. We did find a solution that worked with the Kyocera product. Frames Direct simply did not want to change a driver setting. An electronic setting at that.In conclusion, I have never dealt with or heard of a Mr. or Mrs. [redacted] (and I do apologize as I have never spoken to this individual) until the Revdex.com complaint was issued. We have reached out to Konica Minolta directly to see if we could simply reduce the cost of the equipment and simply issue a "re-stocking fee" and they came back and said no. We are MORE THAN HAPPY to bring back the Kyocera equipment, that does work, issue a similar model for the [redacted] location and move forward but we cannot issue a refund on a specialty product.Sincerely,[redacted]

In order to address this formal complaint, it is important that we start from the beginning.On December 24, 2014 we received a phone call from [redacted] with FramesDirect. [redacted] explained that while he worked in [redacted], he wanted to place avery specific printer order for his [redacted]...

and [redacted] branch locations. Philip mentioned that they had antiquated Konica Minolta (KM) printers which no longerworked and were not in production any longer. Through his extensive independentresearch online, [redacted] found the replacement KM model and called us to placethe order. The conversation I, ([redacted]) had with [redacted], was while we donot stock any of the larger KM copiers, we certainly did not stock inventoryfor smaller specialty KM printers. Since [redacted]’s request was very specific andwe had never heard of the product, never sold the product and didn’t even knowthe price of the product, I had asked if he had ever seen the product or demoedthe product to insure it would work in his environment. His answer was “no” butthat the brochure was marketing the printer so it could perform Frames Direct’sunique print job.It is important to know, that before our company sells any product, we have a longlist of questions we ask to make sure the proper machine is being placed in theproper environment. When the question was asked about whether or not FramesDirect needed 11” x 17” capability, we were informed that they did not and thatthe only requirement was the need for A5 capability. A5 is a European measurementand has never been requested in my 8 years of selling office equipment. A5paper would be like taking a standard letter-sized document, (8.5” x 11”) andfolding it in half.After consulting with our KM manufacturer’s representative, I came to find out thatwhile our KM rep covered the entire state of Texas, he had never had any ofhis copier dealers sell one of the specialty printers. With that being saidI conveyed to [redacted] how special this product was and recommended that he demothe product first to insure it fit in his environment with their very uniquemethod of printing. My advice was not taken as apparently time was of theessence and he “had” to have these machines as soon as possible because his originalmachines were not working. [redacted] was applying pressure on us to order theequipment as fast as possible. We conveyed that this is not typical of how weconduct business and we urged him to view the product in action before placinghis order. To compound the pressure, the order was being placed during onChristmas and while the U.S. was undergoing a severe blizzard throughout halfof the country, thus affecting logistics.Needless to say Frames Direct placed an order for two units. One for their [redacted] locationand one for their [redacted] location. When the topic of delivery andinstallation was brought up, [redacted] did not want to pay the addition deliveryfees for the [redacted] machine and requested that we just deliver both machinesto the [redacted] location and they would take care of delivering the machine ontheir own.After the [redacted] machine was delivered and installed, [redacted] said the machine was not compatiblewith their internal software. Texas Document Solutions has always had anunconditional guarantee that if a machine does not work out, we will replacethat unit with a similar unit with similar capabilities. We stood behind ourcommitment and brought out a Sharp MX-B402SC demo unit. Immediately, [redacted](who keep in mind is located in [redacted]) said the machine would not fit. Ipersonally went out to the [redacted] facility to see what kind of room we had towork with and found out that Frames Direct were using plastic collapsiblecard-tables that could be placed anywhere in the room and that space was not alimitation whatsoever. The people using the machines even mentioned that allthey needed to do was move the table slightly to accommodate the machine. After some time had passed, I placed a follow up call to see how the Sharp machine was performingand I received a warm response that while it worked, the machine was simply toolarge and was asked if we could we find an alternate “smaller desktop” solution…atroughly the same price as the previous KM machines. After an extensive amountor research, (on my part, our service manager’s part and our IT department’spart) we landed on a desktop Kyocera unit. The Kyocera fit the “space”requirement, price requirement and A5 print requirement. At this point we were all relieved. After this third option was delivered andinstalled, [redacted] mentioned that while the machine was able to print on A5 paper;the machine was pulling the A5 paper from the wrong paper drawer. We spoke toKyocera and Kyocera’s response was that this was an issue on the customer’s endas the machine performed flawlessly and all that needed to be done was to havethe customer reconfigure their software to have the printer driver pull fromone drawer over another. When we explained the process to [redacted], it he saidthey were not going to make the adjustment and that we should order yet “another”specialty product manufactured by HP. This simply was not an option. We were not going to order “another” specialty productwithout the customer having demoed the product. It was at this point whereFrames Direct was asking for a refund. Since the KM machines were and are a specialtyitem, that most dealers do not sell let alone carry, we reached out to KonicaMinolta to see if they would accommodate some sort of return with a “restocking”fee. Our request was denied because the product was too specialized. To bestillustrate this entire situation, imagine the following takes place:A patient needs to upgrade or enhance their tri-focal glasses. Should thepatient visit his local optometrist’s office and request a new set of eye wareand frames,  and imagine the doctor would not provide them,  withoutfirst a complete eye examination and careful review and personal comparison ofthe selected frames.  That is very similar of our approach of the placementof ANY copier/printer, and again it is a “Fail Safe Method.”  Please imagineif you will another patient coming to that same office and saying that he doesNOT have time for the eye exam or review of the frames but he knows exactlywhat he wants and insists on the optometrist “special order of an expensiveand unusual frames at a cost of $1,500.00?  Upon delivery, the patient decidesthat the frames are not appealing to him and will need some additional researchand adjustments to fit his needs.  Unfortunately the optometrist’s specialframe order “Can NOT” be returned or resold.This is example is similar to what we have faced. Frames Direct conducted their own internalresearch and determined that they needed a product in which they did not wantto demo or try out and when the product was found out to not perform asdesired, our company provided two additional options with last option being a perfectsolution that DID WORK and fit the price and space requirement. All that wasneeded was for Frames Direct to configure their software to pull from one paperdrawer over another and all would be saved.In conclusion this situation had been escalated to the highest level thus reachingour president’s office.  Our president has attempted, through no avail, to reach out to the author of this complaint, RinkuShah for a requested conference call with no contact ever made to discuss theviable solution of keeping the Kyocera machine in place and having the customeradjust their software settings to pull the paper from the correct paper drawer.