MRC Smart Technology Solutions- A Xerox Co

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowWe do not have any machine or service from the companyI do not even know the name of the company before this issueI found them when I called [redacted] and [redacted] said they made an application for finance on behalf of my business Further, we do not have anyone whose name is [redacted] nor anyone contacted by themI have no idea what they are up to or what they are trying to do but this is serious ID theft issue and I will have to bring this issue to my lawyer if I'm not satisfied with their response through Revdex.com Regards, [redacted] ***

Our company has a contract with MRC with a Xerox copierThe copier breaks down often and we keep being told that they will send a technician to repair itThe technician calls us to tell us that he ordered a part for the machine which he isn't sure he will have in a day or two We wait for a week until we see the technician come inHe claims that the parts are hard to get and they don't have them on handMeanwhile we don't have a copier that worksWe need to print a lot of paperwork for our business and can't be waiting for partsWe request a better machine but it will cost us much moreWe are very unhappy with the service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowIt's unfortunate to see what they are missingThe issue is that they made a credit request to a bank without consent from customerIn this case, I wasn't even a customer of theirs before I received a letter from a bank that my credit application has been deniedThis is not right business practiceWhat kind of information they used to make that application will be the next level of the issue which I will pursue if necessaryThe responses from the company has been poorly handled therefore very disappointing The first response I received from them through Revdex.com is totally out of the issue, which they were talking about other issue with other companyIf they really 'read' my complaint they shouldn't respond like thatThe second response I received from them was involved with conference call from Marketing Manager and Regional ManagerRegional Manager said that they may used my Tax ID and I asked to provide where his company obtained my Tax ID informationHe said he would provide the information for me how they got the information The third response I received from them was an email from Marketing managerShe said they never use my personal information, which proves that Regional manager did not even aware of the situationShe also claims that [redacted] used any additional information they need to process the application so that I need to contact them myselfI consider this response was particularly & incredibly careless since she ask me to contact the bank directly for this issue, and she also wanted me to believe that [redacted] processed incomplete credit application and they pull my personal information from somewhere to process it The forth response I received was an email from Vice president and he wanted to meet meI replied and said that there's no need especially when they have history stated aboveI asked him to provide the copy of application his company sent to [redacted] and he said he would get it for meIt never happenedHe agreed to keep the communication in writing but he keeps calling our store and disturb staff members to talk to meHe also ask me to provide a copy of document the [redacted] sent me while I'm still waiting for him to provide me the application they sent to [redacted] ***It's been very unpleasant communicating with them since nothing has been resolved or anything has any progress for the issue Regards, [redacted] ***

We’ve had a couple of face to face meetings with [redacted] from Xerox and have been unable to reach an agreementThey’ve offered to lower our monthly payment and stretch out in payments the amount overdueNonetheless the original issues have not been resolved, we are still unable to print our envelopes (the main reason we went with a new copier, we were happy with our old one), and the usb connection to the copier does not print other formats other than pdfBecause the original issues have not been resolved, we are not happy with the new lower monthly payment and the payment planXerox is saying “sorry what we promised the machine would do is not so.”What can we do now? Apparently Xerox is either unable or unwilling to do good by what they promised and now have hurt our credit history and are basically still in square one

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below[redacted] and I spoke on the phone and he proposed a new contract with a lower monthly payment but he did not address the isssues with the machineWe are still unable to print the envelopes or print from the USB drive etcWe did not agree to bring the account current we wanted to meet and see what he was proposing in writing before we would agree to anything as we have been given, up to this point, nothing but empty promisesWe did not meet on Monday, [redacted] did not show up or call to let us know he wasn't going to make itAgain, another case of saying something and doing underwiseRegards, [redacted]

Following up on our earlier complaintWe had a conference call with *** ***, Xerox Vice President (6/26/2014)We went over the issues and he assured us he would get them resolvedAs of this writing,(9/03/2014), all the issues have not been resolvedWe have made several attempts to contact *** *** but have received no replyWe have advised *** *** that due to the lack of response and complete disregard to customer service, monthly payments have been stopped.(We have been a long time Xerox customer, always making our payments on time, but this blatant disregard to customer service is unacceptable) *** *** has stopped toner deliveries and sent the account to collectionsI get a sense that Xerox is such a big company that it doesn’t feel it needs to take care of this one small accountI can see why all our requests for resolution of these issues went unattended to by Sales, Managers and everyone we contact to prior to contacting *** ***If the Vice President of the company does not keep his promises why should his employees?
Contact me if you have any questions
*** ***

We have addressed all of Mr***’s concerns and are meeting with him on Monday, November 3rd, to sign off on a new contract.
Mr*** has agreed to make his account current and we have made adjustments to his account to help
On behalf of MRC, this matter has been addressed and Mr*** with sign off contractively on Monday
Best,*** ** ***
Director of Business Development

We met with this customer a few times in person and made considerable concessionsHere is what we presented to them.The next step was to see what we could do with the bank That led to these emails.*** *** Director of Learning & Development

Myself and *** *** *** ***, Vice President of Service, spoke with *** *** on 3/09/at 12pm yesterday to discuss his concerns with serviceThere were separate service issues that occurred within a month, each one unrelated to the otherWe explained to *** that many of the copiers
issue is due to high usage volume (Over million clicks) and much like a car, it will start to have items that need to be repaired due to high usageHe confirmed that this had been discussed previously and stated that they have been looking at upgrading and replacing the unitWe also confirmed that our technician had already been dispatched and was on his way over to install the new part to repair the machine.We apologized for the inconvenience and offered the customer a loaner machine (which we are in the processing of setting up and delivering to the business) that can meet their needs while we take a more thorough look at the machine and repair it, or if the customer decides to upgrade
The customer was appreciative and accepted the loaner*** also took down ***'s information so he can be in direct contact with him should any further needs arise

Please see attached and let me know if there's anything else needed from our end to close this complaint.Thank you*** ***From: *** ***Sent: Friday, February 06, 10:AMTo: *** ***Subject: FW: Freight Credit MemoAttachments: Invoice
***.pdfThis is what I sent to the Customer.From: *** ***Sent: Thursday, February 05, 5:PMTo: '***Subject: Freight Credit MemoMolly,Attached is the credit memo as discussed.Once again I apologize for the added time and effort that you have had to invest in sorting this mess out.Please don’t hesitate to contact me if anything else arisesI will gladly work towards

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.*** and I spoke once on the phone, (Oct 1st)*** apologized for nothing being done to resolve the issues in the last monthsHe said Xerox Vice President had thrown his hands in the air and done nothing*** said he would work on it and get it resolved, (I've heard this before), He said he wanted to lower our monthly payment and would be talking to Xerox financial but never mentioned it would be until October He said he would call me back that day (WedOct 1st), but did not call backHe did say he was going to immediately restart the service and toner delivery, but, in usual Xerox behavior, did not(Machine is now out of toner and useless) I get a sense that Xerox/Mr Copy calls in order to be able to tell the Revdex.com that they have replied within the days, to keep their A+ Revdex.com rating, hoping that through the process the we will not reply and the issue will be deemed resolvedPerhaps the only remaining solution is to pick up the machine and cancel the contractThis has been a nightmare
Regards,
*** ***

Please see attachment that was sent to the customer yesterday in response to the rejection.
We'd also like to clarify that the $31.92 the customer is referring to is 4 months of the monthly shipping charge of $7.98. The wording in the contract is there to benefit the customer, not to take advantage of them. When a new service agreement is entered into our system, we have no definitive way of knowing how many orders the customer will be placing per month so the contract is set up in the system with the standard monthly shipping charge of $7.98.  The charge is only billed to recover a portion of our direct costs to our shipping vendors.  The majority of our customers benefit from this small shipping charge because they order supplies multiple times a month. Once a customer has a couple months of order history and it shows that they are only ordering once a quarter, then MRC will gladly reverse the monthly shipping charge and convert the billing to a $10 per order basis, because this is more beneficial to the customer.  Once again, there is no intention mislead or take advantage of the customer.  MRC is only attempting to recover its costs incurred through the shipping function.  As an accommodation to the customer, MRC refunded the 10 months of $7.98 and also provided the additional $100 requested by the customer.  In our opinion this is fair consideration to close out the [redacted]er and should not be listed on the Revdex.com website as it is clearly stated in our contracts.

We first contacted Mr. [redacted] on 3/10 to resolve his concerns. We communicated that the credit check was a soft hit and had done no harm to his business or personal credit. Additionally, no personal information was given to USB such as Tax ID, SSN, etc. The only information provided to USB was Company Name, Company Address, Company Phone Number, and a Company Contact. We also confirmed internally with USB we provided no personal information and that the soft hit did not negatively impact his or the company's score.
[redacted] also confirmed that the customer contacted them and they again re-iterated that "The only information provided is Public Information: Name of Business, Address and Phone Number." The [redacted] rep also explained there is nothing reported and nothing negative reported.
We've tried to speak and meet with Mr. [redacted] repeatedly since 3/10 so we can discuss what happened and ensure there is no miscommunication or misunderstanding on either end, however he has yet to take our call and isn't willing to meet. We'd be happy to provide a written summary of our discussion to him after meeting/speaking with him.

We have worked to address Mr. [redacted]’s concerns these past few weeks.
The first response was in error and meant for a different customer. Mr. [redacted]’s message was read thoroughly – the response was accidently entered into the wrong thread.
Our Regional Manager then reached out to Mr. [redacted] to try and address his concerns and let him know he would be researching the issue. The Regional Manager has only been working with MRC for a few months and is still learning our processes, so he wasn’t sure on what information may or may not have been used. After researching he tried to reach back out to Mr. [redacted], but he did not take or return the call.
We then contacted Mr. [redacted] through email and stated we did not pull any information and only provided [redacted] with the company’s name, address, phone number, and contact name – after that [redacted] pulls the information they need to for the credit inquiry. It was suggested that he reach out to [redacted] so that he could personally confirm what we stated as well as get clarification if they pull any additional information on their end. We are not aware of their processes and are not provided any additional information on credit inquiries from [redacted] unless they’ve been given consent by the party whose information has been pulled.
Our Regional Vice President has also worked with Mr. [redacted] and has provided the information that the rep sent in for the inquiry via email – again, just company name, address, phone number, contact name, credit amount request, nothing personal. The inquiry is not a formal process, and the request is sent through email. Our Vice President also clarified that this is a part of a pre-credit check that happens before a formal application and lease take place.
[redacted] has also stated that the only information we provided them with was company name, address, phone number – confirming what we have told Mr. [redacted] on previous occasions. This was communicated to Mr. [redacted] from [redacted] on 3/30 and again on 4/7 when he asked for further clarification.
We are looking forward to resolution, and if there are any other concerns we’d be happy to address them for Mr. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We do not have any machine or service from the company. I do not even know the name of the company before this issue. I found them when I called [redacted] and [redacted] said they made an application for finance on behalf of my business. 
Further, we do not have anyone whose name is [redacted] nor anyone contacted by them.
I have no idea what they are up to or what they are trying to do but this is serious ID theft issue and I will have to bring this issue to my lawyer if I'm not satisfied with their response through Revdex.com.
Regards,
[redacted]

I have been in conversations with Mr. [redacted] over this past week and we have come to a mutually satisfactory agreement.  We are working directly with our internal staff and the leasing company to accomplish all of his requests.
 
I will be sending you a final response once our action items are completed, which we are anticipating will be completed by October 15th.
 
Thank you for making me aware of this issue and I expect that our current A+ rating will maintain flawless once this issue is rectified.
 
Best,
 
 [redacted]
Director of Business Development

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[redacted] and I spoke on the phone and he proposed a new contract with a lower monthly payment but he did not address the isssues with the machine. We are still unable to print the envelopes or print from the USB drive etc. We did not agree to bring the account current we wanted to meet and see what he was proposing in writing before we would agree to anything as we have been given, up to this point, nothing but empty promises. We did not meet on Monday, [redacted] did not show up or call to let us know he wasn't going to make it. Again, another case of saying something and doing underwise. Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It's unfortunate to see what they are missing. The issue is that they made a credit request to a bank without consent from customer. In this case, I wasn't even a customer of theirs before I received a letter from a bank that my credit application has been denied. This is not right business practice. What kind of information they used to make that application will be the next level of the issue which I will pursue if necessary.
The responses from the company has been poorly handled therefore very disappointing. 
The first response I received from them through Revdex.com is totally out of the issue, which they were talking about other issue with other company. If they really 'read' my complaint they shouldn't respond like that.
The second response I received from them was involved with conference call from Marketing Manager and Regional Manager. Regional Manager said that they may used my Tax ID and I asked to provide where his company obtained my Tax ID information. He said he would provide the information for me how they got the information. 
The third response I received from them was an email from Marketing manager. She said they never use my personal information, which proves that Regional manager did not even aware of the situation. She also claims that [redacted] used any additional information they need to process the application so that I need to contact them myself. I consider this response was particularly & incredibly careless since she ask me to contact the bank directly for this issue, and she also wanted me to believe that [redacted] processed incomplete credit application and they pull my personal information from somewhere to process it. 
The forth response I received was an email from Vice president and he wanted to meet me. I replied and said that there's no need especially when they have history stated above. I asked him to provide the copy of application his company sent to [redacted] and he said he would get it for me. It never happened. He agreed to keep the communication in writing but he keeps calling our store and disturb staff members to talk to me. He also ask me to provide a copy of document the [redacted] sent me while I'm still waiting for him to provide me the application they sent to [redacted].
It's been very unpleasant communicating with them since nothing has been resolved or anything has any progress for the issue. 
Regards,
[redacted]

We’ve had a couple of face to face meetings with [redacted] from Xerox and have been unable to reach an agreement. They’ve offered to lower our monthly payment and stretch out in payments the amount overdue. Nonetheless the original issues have not been resolved, we are still unable to print our envelopes (the main reason we went with a new copier, we were happy with our old one), and the usb connection to the copier does not print other formats other than pdf. Because the original issues have not been resolved, we are not happy with the new lower monthly payment and the payment plan. Xerox is saying “sorry what we promised the machine would do is not so.”What can we do now? Apparently Xerox is either unable or unwilling to do good by what they promised and now have hurt our credit history and are basically still in square one.

Review: we at [redacted] leased a Xerox 550 copier and they told us every color copy regardless of size it will be cost our company $0.049 and Black copy less than a penny for all maintenance and all consumable like toner, drum and so on but paper. And in the contract with bold & big letter say the same thing. we accept the contract and they deliver the copier and contract to sign. we signed the first page and they told us to initiate the second page as fine prints as hurry. They didn't say it's not include staples and one set of staple that would cost us $150, they did not say each click or copy must have %15 coverage or less for that price, they did not say every year they jack up the price %15. This is totally miss leading. when I found out about it 5 months ago, I stopped the payment, to solve the issue, but they are firms and they said you should read all fine print, now they have stopped my toner, drum and all supply and maintenance.Desired Settlement: they should adjust all past invoices and future invoices

Business

Response:

Complaint Response:

MRC has reviewed the service contract that [redacted] has attached to their contract in place and it

clearly states 15% escalation on their service per the terms and conditions. We contacted customer and explained this to him as he is now 3 years in to a 5 year contract. We stated that we could lower the escalation to 8% to accommodate his concerns even though he is 120+ days overdue on his balance.

We have continued to provide service and supplies to his account during this time period to ensure he is able to run his device. The customer seemed satisfied with this resolution and I explained that he needed to pay the invoices immediately to ensure that there were no more service or supply delays.

As of Monday this week, customer has refused to come current on invoices. We have been more than accommodating to his needs and held up to the contract in place. Responses from the customer are unwarranted and are outrageous to comply with. We have done nothing illegal and it is actually the contrary when we were working with customer to alleviate his concerns to no avail.

With this said – the customer is behind on his payments 120

days+ He is refusing to pay the invoices and so now he is on a service

and supply hold.

I have gone above and beyond attempting to rectify this

situation, but there is no solution that I have the ability to provide beyond

what was already offered.