Topaz Engineering Supply, Inc

I am responding to your complaint regarding the [redacted]. On April 5, 2017, we installed an [redacted] MFP printer at your location. As a precaution, we preinstall all [redacted] systems at our facility to insure proper operation and reduce install time at customer location. On...

this particular install, there was a small amount of ink the leaked from the machine onto the floor when the machine was tipped to enter the print room which we promptly cleaned up. This leak in no way came in contact with any components of the machine and simply leaked to the exterior of the machine onto the floor. As far as your warranty is concerned you have a full 90-day warranty through Topaz and a negotiated six free service calls that will not expire. There is no voiding of any warranty. We have contacted ** regarding your statement about voiding of warranty and their response was this is not true and the warranty is through the dealer. We honestly had no idea of your plans to scan highlighter markers until you emailed us several weeks after the installation on April 28th stating you indicated in an email that when scanning highlighter markers, it did not meet your expectations. When we saw your email we immediately adjusted the settings here on our demo unit and had [redacted] stop by to show you how to improve results. He also explained to you that we had a request into ** regarding your complaint asking them for advice on how to achieve best results. We received a response from ** which offered suggestions and significantly improved results. We contacted your company and offered to stop into your office with a set of different markers and suggestions to show you significantly improved results but our offer was declined. There was never any statement from ** to Topaz that the machine could not scan highlighter markers. Furthermore, we had no idea of your expectations regarding scanning of highlighter markers and the machine you upgraded from was a printer only and did not offer scanning. Since the machine was installed on April 5th we received only one service related correspondence from your company saying there was a paper jam. This same email mentioned the highlighter markers. We promptly resolved the paper jam and told you we would investigate your concern about the highlighter markers. We have offered to extend your warranty and have offered free supplies to compensate for any inconvenience. We explained that a refund would not be considered but that we would consider additional no charge warranty and free supplies. This machine was installed correctly and you received training as well as follow up training. We have offered and are fully willing to stand by the full warranty offered and free service calls. We were informed on May 15th that you were going to look at other equipment on May 19th and when we asked why you said you wanted to explore your options. On May 22nd,you called [redacted] at Topaz and said you had looked at other machines and decided you didn’t want the [redacted] MFP and wanted a refund which we declined. As far as service calls are concerned we have only visited your location one time since installation on April 28th to address your email regarding the paper jam. There have been no other service calls or issues we have been made aware of to date. We sold you a quality machine that was installed properly and produced excellent quality prints and scans. We have requested to come onsite to show you how to achieve better quality scans from highlighter markers but you have declined our offer. We understand you are not happy and are willing to work with you to resolve any issues but we are not offering a refund.     Sincerely,  [redacted]
President