US Globe Corp.

Review: I have a Brother all in one fax , copy , scan , machine . There is a recurrent paper jam with the machine that I could not resolve by, myself. Brother referred me to US Globe for out of warranty service to fix the paper jam. In order for US Globe to dispatch a technician to my office to fix the machine , I had to pay a $145 service charge to US Globe . They came to my office on 2 separate occasions to fix the machine ; both times it worked fine for one day ,and then paper jam returned . I brought the machine to there service center where I told them the problem was with incoming faxes that would get paper jammed , they called me after one week stating the problem was with a lever in the wrong position; it was in envelope copy mode not paper copy mode. I brought the machine back to my office and when the incoming faxes came to my machine , paper jam again!!!!! I emailed and left a voicemail with US Globe of this recurrent problem which they did not resolve and didn't here back from them until four weeks later when they wanted more money from me for the time the machine was in there possession . I emailed pictures of the paper jam too them and they haven't contacted me since then , But for three weeks I had no all in one copy , fax , scan machine and my business suffered greatly . I had to buy a new all in one machine because US Globe couldn't fix the one they said they fixed !!!!Desired Settlement: $145.00 refund in check or money order .

Business

Response:

USGSC dispatched a Technician to the customers site on 1/**/16 we removed a piece of paper and cleaned all the rollers, we charged $145 for the service which was an agreed charge. On 1/**/16 we returned to the site because of a paper jam the Technician ran 298 copies, no jams again cleaned the machine and did not charge for the service. The customer brought the machine to our location whereas we checked and confirmed jamming from the fuser, checked the fuser and found it was set for envelope feed. The fuser was set to the normal setting, tested again by running through 300 copies with no error. I do not have any record of the customer contacting us again, he did however dispute the initial service with his CC company. We stand by our service and unfortunately we cannot stop jamming if the machine is set incorrectly, if the paper is added incorrectly or if the paper being used is not compatible.

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:

[Your Answer Here]I told the company the problem was with incoming faxes causing a paper jam, when I brought the machine to there service center ; making a copy of a piece of paper was not an issue . They had the machine for a week and said every thing worked fine !!! When I brought the machine back to my office, ALL the incoming faxes coming in were jammed !!!!! I left them a voice mail and an email of the problem ; they never contacted me again until a month later when an employee named [redacted] contacted me for more money !!!!I sent her pictures of the paper jam ,which I can forward to Revdex.com and she has not contacted me since our conversation two weeks ago. I had to buy another all in one machine due to there incompetence . thank you , [redacted].