XPO Business Equipment

October 3, 2017Dear Revdex.com:[redacted] bought a [redacted] printer from us on 11/10/2015, nearly two years ago. Since that time, they have only had two billable service calls on the machine: 2/8/2015 and 6/9/2016, The first call on 2/18/2016 was for jamming, which turned out to be a...

“user error". They simply did not have the printer settings set for printing labels, Our service technician changed the settings and instructed the customer that they had to use this setting to print labels {as you do with any other machine).On 6/8/2017 the customer had a jamming issue. Once again, it was a user error, not using the correct settings.There has not been a service call until 6/12/2017, nearly one year later this call was for poor copy quality. Kristi, who called in the service call, told the technician on the phone that they changed label suppliers or that the labels were changed. Our service technician explained to her that the problem was the label stock. She clearly did not want to hear this. The technician brought some of the labels back to our office. We tried them in several machines, all different makes and models, and they did not work In any machines we tested.The labels she wants to use do not meet the specifications of the machine. Again, we explained this, and she doesn’t want to hear it and will not listen. The machine is located in a warehouse with no climate control - this also has a major effect on any machine, especially with the humid, rainy summer. The machine is experiencing Issues due to climate control. When we brought the machine back to our office and used supplies that met the specifications of the manufacturer, it ran perfectly fine.The machine was taken back to the customer in WORKING CONDITION. May I also add, we have not billed this customer for ONE service call regarding all of these "Issues" - we’ve been working on their machine for free.Our service technician went to the customer's location once again on 10/4/2017. The machine was working great on all paper that met the manufacturer's specifications. Again, we explained this and Informed that they do not have a problem with the printer. We believe that the stock labels they changed to is the problem, but she doesn't want to hear it. The stock labels they are now using may be made for ink-jet machines.They want a refund on a 2 year old machine that works perfectly fine on all supplies that meet the manufacturers specifications in a climate controlled location.Regards,Jim G

October 16, 2017Dear Revdex.com:[redacted] wanted a color laser printer that could print labels, which is exactly what we sold them. When using products that meet the specifications of the machine (please reference the enclosed spec sheet) the machine works perfectly fine. I have no idea why Kristi is saying this is a "[redacted] compliant" machine, She never mentioned the machine needing to be [redacted] compliant when she purchased the it- only that it needed to print labels. The machine will be two years old as of November 10th. Our machines have a 90day warranty. Clearly, this machine has been out of warranty for quite a while. My service technician was there on October 4, 2017 and the machine was working properly when using products that meet the specifications of the machine, so I'm not quite sure what the problem is. If there is a new problem, we have not been notified of it. XPO has been in business for over 30 years and we have always backed out products with our service. For example, We have been performing service on [redacted] machine free of charge since June 2017, All of these problems happened when the machines was well out of the warranty,Regards,Jim G

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
There will never be a resolution because it's my word against theirs. As far as I'm concerned I will never do business with XPO nor will I recommend them to others.
Regards,
[redacted]