United Reprographic Supply Inc

Initial Business Response /* (1000, 12, 2015/07/30) */
United is very sorry that our customer is dissatisfied with our serviceWe work hard to ensure that our customer's equipment is operational and reduce any down time they may experienceUnfortunately, in this case, we were not notified
initially when the equipment was not working in order for us to assist in resolving the issueThe customer then moved the equipment themselves, dropping and damaging the equipment in the processThe customer ordered a leg to replace a broken legWe shipped it out to themSometime later, approximately days, they called with a service issueWe were scheduling a flight to send a technician to repair the plotter when we were told of the move by our associates in *** The time and effort to evaluate, diagnose and repair a machine that is not performing correctly by a lead technician sent in from out of town from a move that produced a broken leg is significantWe requested the product be sent to usWe sent an experienced engineering equipment carrier to pick up the equipment; the carrier noted damage to the legs, brakes and covers in the initial Visual Copier/Sorter Inventory Sheet that was signed by the customer before shipment
Our owner had several conversations with the office assistant regarding this issue - the customer insisted during the conversations that none of the problems were the result of the equipment being dropped and all should be covered under warrantyWhen we received the equipment here at our office we determined the actual issue was a broken internal part and the calibration of the equipmentWe did use both a printhead and inks during the diagnosis of the problem - we are covering these items under warrantyOur bill is for hours of analysis and freight charges to determine these problemsWe are not charging for the actual repair itself
The customer states they were told by ** that the repair would all be covered under warranty - however, ** cannot find a record of the conversation stating the customer was told the repair would be covered
The customer's Office Manager called our office stating that she wished to resolve the issueOur CFO has spoken with her on four occasions to try to come to a resolution and has left numerous messagesAfter the first conversation, our business partner agreed to bear a portion of the costWe sent a revised invoice reflecting the reduction and followed up with the office managerWhen reached, the office manager stated that *** did not know he had to pay shipping and she was still working on itNone of our calls since have been returned
We believe we can resolve this issue, but feel there must be a dialogue to do soWe are willing to work with the customer to come to a reasonable resolution
Initial Consumer Rebuttal /* (3000, 14, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The things that were required of this business with our situation weren't communicatedThere was lack of communication on both sides at times
Several months of the machine being in *** waiting to hear what the issue was and calling and leaving messages to not receive return callThey are saying the same thing about usThis is turning into a he said she saidthat is no way to get to a resolution
Plain and simple the company DID NOT communicate the actual issues with the machineI have spoke to ***, *** and *** this past weekwe are trying to work something out but I am still getting told new information about this situation!!
We spoke to someone every time they calledIf not right then we called them backWe want the machine shipped back -it is costing us too much to have it gone!! We would like to get it shipped back with COD from shipping company since we are being told we have to pay for it but that is not an option with the professional company the are adamant about using
Every time we spoke to ** about the complaint # XXXXXXXXXX *** *** they told us the issue was warrantiedthere are plenty of notes in there stating that! There was not just one single conversation between us and ** on this issueWe spoke several timesabout as many times as we spoke to *** or *** that is involved as well! ** can be contacted at X-XXX-XXX-XXXX with the complaint number mentioned above, if verification is needed!
We understand the issues involved, the time invested, and the expenses incurred
We also have the same expenses not having that piece of equipment in our office for the past monthsWe print plans for jobs daily, that is what keeps our business running! We are having to use an outside company for this! It is extremely costly! Especially when we are paying for a plotter we cannot use at the same timeThis has not only slowed our work process but has cost us so much in added feesThe time lapse has been unacceptableWe have been trying to resolve this to no availIf this was a warrantied issue we don't understand the bill we are receiving
Yes they have cut the bill originally submitted significantly but it is still sitting at $1,Including $paid by *** the company the machine was purchased through!
It wasn't our choice to have machine shipped and tech sent outWe are having to pay for the shipping there and backthat alone is $
The cover was brokenI was told it wasn't something that had to be fixedafter they had already fixed it without permission! Then just yesterday I spoke to *** who told me that the cover is necessary for operation due to a sensor it has! Wouldn't it have been something to tell me the first time so it was known to be pertinent? Then there wouldn't have been any question over payment of that part of the bill
If everything would have been communicated and not misunderstood between us, *** *** and ** there wouldn't be this issueEach company told us something differentI'm not sure where the break down is but with the exception of the legs (we expected to pay for) and the printing issue (that we expected to be warrantied) that was all that was authorizedwe were waiting for communication on what the issue was after diagnosis (that we were also under the impression was covered by warranty) and by the time we were told anything, all of it had been fixedWe were told by *** none of it was under warrantythen after getting ** involved we were told it was under warranty
Why pay for the covers when we didn't authorize and were told they weren't necessary afterwards anyways?
Why pay for shipping when it was their choice and a warrantied printing issue?
Final Business Response /* (4000, 19, 2015/09/18) */
Again, URS states we are committed to repair equipment issues that are covered under warranty without cost to the customerIf issues are caused by customer actions, we believe the customer should take responsibility for those issuesThis situation is the antithesis of how we work with our customers and again, we are sorry that the customer is dissatisfiedWe have repaired all the issues with the equipment and shipped the equipment to the customer