Xerographic Business Systems

Thank you for reaching out to our business, we take great pride in ensuring a positive customer experience. A business never wants a situation to escalate to this level, as we have tried to contact the customer at first inclination of an issue.  In response to case number [redacted], I will be...

forwarding emails to account for the customers perception of our company not being available, being hesitant to help, or using pressure tactics to obtain a sale.The customer has been contacted on several occasions. [redacted] was most recently contacted by phone last week where she did not return a phone call, however she did send an email. Information in her email was incorrect and contradictory as I will later address in this letter. I would like to give an outline of the last few weeks emails and attempts to communicate with Ms. [redacted].December 7, 2017 call was received at XBS office that this account would like to know buyout and options for end of term.December 7, 2017 representative [redacted] reached out to Ms. [redacted].December 12, 2017 [redacted], the owner of XBS sent an email to Ms. [redacted], it was unanswered.The week of December 28th, I personally called her and received a voicemail. I left a message. January 4, 2018 Ms. [redacted] sent an email to me.January 4, 2018, I responded to Ms. [redacted] in an email.These are the records we have of communication. Each time Ms. [redacted] called or emailed a response was sent. I would like to address the content of her message to the Revdex.com. I will send the message she sent me for confirmation, as well as for reference. You will notice when relaying quotations from the leasing company she indicates different terminology by certain individuals on two occasions. Simply stated she used the phrase “scare tactics” to me as verbatim from the leasing company while in her communication to the Revdex.com she uses “fibbed”, in quotations. These statements we have found are false, the owner of our company personally reached out to the leasing company agents who spoke to the customer. Both agents completely denied using any terminology that would insinuate we created any pressure tactics or falsehoods. The customer questions our costs of shipping the item back. Customer indicates that’s she has shopped and found that she can send the item back for $300 vs. our charge of $1300. I am uncertain that the customer is comparing “apples to apples” per say. For reference our return quote includes the following: sterilization (removal and overwrite of hard drives), secure and insured shipping of units, units are picked up, wrapped appropriately to standards, and palleted to the processing center. We reserve square footage on the pallet and truck, these units are often considered “undesirable freight”, “undesirable freight” occurs when a product is placed on a truck with restrictions. When a unit such as this takes up space no other package may be placed within a certain degree around the unit (for protection) no items can be placed on the unit (for protection) so we pay the additional fee to purchase floor to ceiling, this ensures the unit arrives with zero liability to the customer. The customer would essentially be liable for charges incurred during shipping if we did not provide this service.  When we provide return services many factors as you can see from above list are included in the cost. Another service that we provide is complete liability of the unit. IF something does happen to the unit we cover the cost, not the customer. Our return processes are established to protect our customers. I am uncertain where the customer is getting a quote from, however I can 100% affirm that none of the previously listed protection provisions or services are included for $300.As you can see our customers are our utmost reason for doing business. We pride ourselves on maintaining a great working relationship and have accomplished this for many years. In no way do we discriminate or offer resistance based on what the customers business does. It saddens and concerns me that the customer feels we are; to use her words “taking advantage of a church.” Our customer base is made up of numerous entities very much like the organization she represents. In summation, I am concerned that the issue has escalated to this extent. As a member of the management team and on behalf of XBS I hope this letter offers clarification and illustrates our willingness and our desire to communicate with the customer and cooperate in all aspects.Sincerely[redacted] Sales Manager XBS Digital