Xerox Corporation

Review: [redacted] continually emails me on a daily basis regarding a customer service position that I applied for online. I've told him I wasn't interested in the job after reading the hours of training. They simply do not fit my schedule. I wished him luck in filling the position and EVERY DAY since then, he sends me the same email about the job. I've asked him THREE times to please stop emailing me. His email address is J[redacted] My email is [redacted] If you need additional info or records of my requests, I'd be happy to provide them. However, if this is the caliber of the people who bring potential hires in to Xerox, you have an issue on your hands. He is inept and doesn't realize that sometimes, when people haven't dealt with a company before, he's the face of that company. He's doing you quite an injustice with this family. Could someone, anyone, please ask [redacted] to stop emailing me? It's not funny anymore and at this point, it's harassment.Desired Settlement: I'd like to know who is going to tell Josh to stop emailing me.

Business

Response:

[redacted] has been communicated to regarding following up more than our traditional approach of three times. Ms Tillery should not hear from Xerox again.

We sincerely apologize,

Teri Morse

Vice President, Recruiting

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Sincerely,

Michelle Tillery

Review: October 27, 2014

To Whom It May Concern:

When we signed the lease in March of 2011 for a printer from Xerox we were told to contact Xerox for any issues we would ever have because it was in our contract for them to service and maintenance the machine. In June of 2014 we requested a service call from Xerox Corporation for a loud noise our machine was making while printing. Xerox sent a lady out to service the machine. The representative was very rude and told an employee who sits by the machine just to spray the machine down with [redacted] when it started making the noise. This is unacceptable. The first reason is because we pay for our service contract every month for over three years. The second reason is the employee she was speaking to had no part in our printing what so ever. She should have addressed any concerns with the main contact on our account which would have been [redacted]. After the representative left without ever speaking to me I had to call them back because we were unable to print to the machine. When I called Xerox the first time I was told by Xerox that we did not need a service call and that they should be able to walk me through correcting the issue over the phone. I explained to the representative on the phone how we were treated when there representative came in and she told me that was unacceptable and she would put in a dispute for me. After explaining that to her, I went to the machine and had her walk me through pulling up the IP address and the report she said she needed. She then informed me that she could not help me and would need to send me to a second level of service. I asked why and who that department was and she told me they dealt with the higher service issues. She then transferred my call and I was sent to a voicemail. I left a message explained the issues we were having and left my number for them to contact me back. I did not receive a phone call back from Xerox’s second level of service. I called in July still unable to fix the problem and was suppose to have a service call. This did not happen. I then called Xerox again in August to tell them that I still could not print from the machine and that I needed a service call. I explained exactly what happened all over again she had me go to the machine again and try a few things, the same thing the lady did before her.. They finally scheduled a service call I requested that it would not be the same person they sent out the time before. In August towards the end of the month the machine was finally back up and running. The tech told us that somehow the IP addresses had been erased.

So from June until August we are sent two monthly leasing bills on the two machines. Since we were unable to use the machine I had requested that we were given a credit on our bill. Xerox told me they didn’t handle that and that I would need to speak to my sales representative. My sales representative told me she did not handle that and I would need to contact Xerox. This went back and forth every time I called. The service manager for our account at Xerox, [redacted] denied my request. For this issue I called Xerox 4 times and Office Automation, [redacted], who is our sales representative twice. I then instructed [redacted] by email August 21st that we wanted the machine to be picked up. We no longer wanted the machine because they were unable to work with us for the period that their representative caused us to not be able to use the machine. [redacted] our sales representative then instructed me that she needed the request to be on letterhead. I sent her the request on letter head by email on September 4th. She told me the machine would be picked up by next week or the week after. The machine was not picked up I had to call both companies again to see why they had not picked up the machine three times. Xerox told me they could see the request in the system but was not sure why the machine had not been picked up yet that it would be scheduled through Office Automation. The machine was finally picked up October 6, 2014.Desired Settlement: I do not believe that we should have to pay the lease invoices for the time period that we were unable to use the machine or from the time we requested the machine be picked up. Their support for fixing the machine so we could use it was horrible. We were down for three months when we had only called about a noise that concerned us. I also called them at least twice a month June, July, and August. I am now receiving phone calls from Xerox telling me that the credit request has been denied and that I need to pay the bills. I am hoping by submitting this letter we can come to some sort of resolution for this because I do not feel that we owe them anything. Thank you in advance for your help with this matter.

Business

Response:

I have contacted the customer and left several messages. I also sent email to customer to discuss. I received a call today 11/18 and have spoken with the customer [redacted] and [redacted]. I am waiting on information they are forwarding to [redacted] to investigate further.

Thank you

[redacted] Xerox Corporation [redacted] Tel: ###-###-#### Fax ###-###-####

Review: Xerox offered a rebate of $100 per claim if $650 was spent in supplies.

I attempted to utilize this rebate twice and spent $703.15 in one transaction and $747.20 in a second transaction.

Xerox is denying the rebate.Desired Settlement: Please provide me with the $200 rebate.

Business

Response:

Spoke with [redacted] regarding the rebate. He explained the situation. I will be engaging the Rebate Manager for an exception on the rebate. I will follow up with the customer by Friday Sept 18th. I provided my contact information and opened a case with CRG.

Consumer

Response:

Review: We have been having problems with our Xerox [redacted] copy machine for the last 2 years. We have had a feeding issue now for the past 6 months. The same problem for 6 months. The last straw to this story was a customer service person laughing at my wife on the phone while she was telling her about the ongoing problem, she told my wife she was exaggerating. All we want is the machine to be fixed, replaced or picked up.Desired Settlement: We would like to have the machine fixed first, if that is not possible, we would like to have the machine replaced. Since we have been told that the machine would not be replaced, I don't think that is going to happen! What we really want is for this machine to be picked up and lease dissolved with no further cost to us.

Business

Response:

[redacted] Inc ([redacted]) originally leased this

machine on June 26, 2010. This customer has been an ongoing problem for

the past 4.5 years. The lease is due to expire on June 25, 2015.

Xerox has bent over backwards to satisfy this customer on numerous occasions,

but it has never been enough. The request to have this equipment replaced

was denied because there is no technical malfunction that requires it to be

replaced. Several Xerox Technicians, Analysts and Specialists have

reviewed the machine on multiple occasions but were unable to find any

technical issues that could not be easily resolved.

Review: LABORERS' LOCAL 509 ORDERED A NEW XEROX PRINTER/COPIER/SCANNER/FAX AND RECEIVED IT ON FRIDAY NOVEMBER 15, 2013. THE PRINTER WAS NOT IN WORKING ORDER WHEN IT WAS RECEIVED. WE HAVE NEVER USED THE MACHINE IN ANY CAPACITY. XEROX WAS CONTACTED AND MADE AWARE OF THE SITUATION. THE TECH SERVICES WERE OUTSOURCED TO COMPUCOM. A TECH HAS COME TO MY LOCATION TO REPAIR THE MACHINE ON TWO SEPARATE OCCASIONS AND THE MACHINE IS STILL INOPERABLE.IT IS NOW DECEMBER 2, 2013 AND WE HAVE BEEN WITHOUT USE OF A FAX MACHINE, COPIER, PRINTER, AND SCANNER FOR OVER THREE WEEKS. XEROX SHOULD HAVE REPLACED THE MACHINE WITH A NEW ONE WHEN THE INITIAL DISCOVERY WAS MADE THAT THE MACHINE WAS NOT FUNCTIONING PROPERLY.WE ARE NOT ABLE TO PROPERLY RUN OUR BUSINESS DUE TO MALFUNCTION OF A MACHINE THAT WE PURCHASED FROM XEROX.Desired Settlement: LABORERS LOCAL 509 WOULD LIKE REPLACEMENT OF THIS NON-FUNCTIONING MACHINE WITH A NEW AND WORKING (UN-OPENED/UNUSED/NON-REFURBISHED)MACHINE.

Business

Response:

I have contacted this customer to resolve this issue. I am waiting for a response from the customer . Beth Daigle - ###-###-####

Review: ACCT # [redacted], THEY HAVE GIVEN US THE RUN AROUND FOR MONTHS ABOUT PROPERLY FIXING OUR MACHINE BLAMING THE ISSUES ON EVERYTHING UNDER THE SUN EXCEPT FOR THE MACHINE. THE MACHINE DOES NOT SCAN ALL THE TIME AND TAKES 5-10 MINUTES UP TO SEVERAL HOURS TO PRINT AND SOMETIMES WONT EVEN PRINT AT ALL. WE HAVE CONTACTED ALL OTHER AGENCIES IN WHICH THEY HAVE CLAIMED IS THE ISSUE AND ALL THOSE THINGS HAVE BEEN ADDRESSED AS NOT THE ISSUE. WE FINALLY WERE TOLD THAT IF WE AGREED TO LET THEM ATTEMPT TO FIX IT ONE LAST TIME AND IT WASNT FIXED THEY WOULD CANCEL THE LEASE. THEY HAVE YET TO HOLD UP TO THAT AND HAVE SINCE STOPPED REPLYING TO OUR PHONE MESSAGES AND EMAILS. WE HAVE SPENT MONTHS AND HUNDREDS OF DOLLARS OUT OF OUR OWN POCKETS TRYING TO FIX THE MACHINE AND IT JUST DOES NOT WORK RIGHT.Desired Settlement: WE WOULD BE SATISFIED IF THE MACHINE WAS REPLACED AND WE WERE REFUND3ED BACK OUR MONTHLY PAYMENTS DATING BACK TO MARCH 2014 AS WE WERE PROMISED OR TO BE LET OUT OF THE LEASE AGREEMENT AND REFUNDED BACK TO MARCH 2014

Business

Response:

To whom it may concern,

This matter is now being addressed by Xerox Legal Counsel. There was minimal service history on this machine, below the expected average maintenance. There were two onsite service requests in 2014, both resulted in findings that the issue stemmed, not from the hardware of the machine, but from the customer’s network environment. Upon the initial findings in May 2014, Xerox, at no cost to the customer, sent an Analyst onsite to verify the technician’s findings that this was a network issue. The Xerox Analyst confirmed the issue was related to the customer network, not the equipment. There was no further action to be taken by Xerox to resolve the issue.

The customer requested in November of 2014 to have their contract terminated at no penalty due to nonperformance. I explained to her that we do not cancel lease agreements due to non-performance, we repair the unit or replace the unit when necessary. This was not an acceptable resolution to the customer, as they purchased a competitive unit in the meantime and were unwilling/unable to pay two monthly lease agreements. After clearly stating that the only assistance I could provide to this customer, was to place a service call, she agreed. I explained the service call was the only option, as I would need to validate IF there was a need to replace the unit where there was only one service request made on the unit in 2014.

In further efforts to satisfy this customer I engaged the Service and Sales team, but found no further details beyond the information validating this issue sourced from the customer’s network.

All parties involved including the Xerox Analyst and Xerox Service Manager have been engaged to provide background/details to answer the legal requirements of this case, but I anticipate the findings will remain the same. This issue is related to the customer’s network. We do not, at any time, cancel a Xerox lease agreement for non-performance. The Xerox policy is to replace the unit for the term of the lease, as detailed in the signed contract agreement. In this case, replacing the customer’s unit will not correct the problem as the source of the problem is the customer’s network environment. A new Xerox machine would result in the same outcome.

Review: My mother was a Xerox employee that pasted away 11/16/12. I have been working with Xerox to get her 401K turned over to me as the beneficary. There are apparently 2 [redacted]'s in their system and the web application refuses to allow me access and no one at their servcice center has been able to resolve the issue.

Desired Settlement: DesiredSettlementID: Refund

I would like here account closed and the a money forwarded to me so I can reinvest it with my own finanicial advisor.

Business

Response:

Business Response /* (1000, 8, 2013/04/09) */

Contact Name and Title: Arlyn Kaster Mgr. Pension

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@xerox.com

We changed recordkeepers for our pension and savings plans and the new recordkeeper was first notified of this person's mothers death on 1/25/2013 via a phone call and death certificate from from the daughter. A passcode was sent to the daughter so she could access the account as her mother's beneficiary. It was realized that some of the data on file may not have been correct (ie: ssn and/or date of birth). The representative advised that the daughter send in proof of address, dob and identity so that any necessary updates could be made to her account.

On 4/3/2013 documentation was received and a ssn update was made. The daughter was contacted a couple of times but asked that she be called back since she wasn't near a computer to see if she could access. Today (4/9) she was near a computer and was able to access the account in order to get the money so it is completely resolved.

Review: We have a xerox work stattion for our school that performs poorly and hinders productivity. We have repeatedly called for service for the same problems without the problem getting fixed. I was hung up on by Xerox customer service reps on 09/10/2014 while trying to come to a resolution. The Xerox work station is a very poor piece equipment and I feel our organization is being taken advantage of. This problem has been going on for almost 2 years with no resolution. We are in the business of eduacting Americas [redacted] and we deserve better than this from Xerox corp.Desired Settlement: Final and complete repair or replacement.

Business

Response:

Good Afternoon,

In response to the customers complaint a replacement machine is being processed today to resolve customers concerns around equipment performance. This will tak approx 7-10 business days and customer has been contacted with this information. Please do not hesitate to advise if you have any further questions for me.

Customer Relations Group

###-###-####

We have two Xerox Machines: 3655 and 7225, both perform well and we have had no problems with the functions. The rep, Ruby W[redacted], did a great training session.
Thanks, Happy Holidays