Prime Financing

Complaint: [redacted]
I am rejecting this response because:It is true that I received a call from Xerox customer relations. and it is true that I both didn't want to speak with their representative, and ultimately hung up on her. The only convenient fact that Xerox failed to share in their response is WHY I hung up.I told the woman my company name, she knew our address, and that there have been many service calls to our location. Given that, WHY did I need to stop what I was doing to spend ten minutes of my time to find her our serial number? When I told her that she had the number too, and that she could spend the same amount of time on her end to locate it, she was rude and inflexible so I hung up.  No need to apologize here. Is Xerox so incompetent that they can't look a customer's machine up with their name, address, and phone number. Fortunately for us we only have one of their machines, so it should not have been to difficult for her.We have a contract with Xerox to service our machine, and the machine was down for approximately 3 weeks when it broke. It took so long that we called the CEO Ursula B[redacted]' office but that didn't help. There repair service is lousy, as is their customer service! They don't seem to operate trying to meet a service level. Instead, they get around to helping you when they are ready, and not when you need it.  I asked her if the machine took three weeks to service, what is the point of having a service contract? She couldn't answer. The fact is that after they "serviced" the machine, it still didn't work.We have had a bad experience with this company!
Sincerely,
[redacted]

The customer has decided to go with another vendor and wanted to cancel the lease.  Xerox will not cancel the lease but will allow the customer to buy the machine at any point in the contract.  The customer was not happy with the fact they had to purchase the machine.  After...

contacting the customer and explaining the process they will store the machine for the remainder of the term with our competitor paying the lease payments and upon completion of the lease we will remove the machine with no additional charges

corporate Xerox is already working this issue.  Xerox Rep who is working this is [redacted], her latest entry in this case is: EMAIL to customer :
 
From: [redacted] Sent: Wednesday, June 03, 2015 8:34 AMTo: [redacted]Cc: [redacted]Subject: RE: cancellation...

of contract - Xerox response and Inquiry closure
Mr. [redacted],Thank you for your note below. I have discussed your situation with a collection manager, however, neither of us can assist you at this time.  It is unfortunate that your family and business is going through a difficult period with the unforeseen loss of income.  However, we must reiterate that we will not be putting your contract in default at this time, nor are we able to honor your request to remove the equipment.  We trust that you understand our position in this matter.
I will be closing my case at this time and would like to thank you for the opportunity to address your concerns.  We do encourage you to use the [redacted] for its intended purpose so that your business can experience the productivity and value of the equipment.  We are optimistic that you will be pleased with your choice to partner with Xerox.
Regards,[redacted]

[redacted] called our Customer Relations department on  Feb 6th  asking for Xerox to forgive the remainder of her lease .I explained at the time that the lease is not cancellable as per the terms and condition of her contract . It was then that she started to tell me about the...

service being poor on her machine . I checked at that time and there we no service calls placed for over a year .We can only service a machine when we are aware there is an issue . She also mention  hard times and that the lease was very expensive . Unfortunately that is not something we can address as the lease term needs to be honored  by the customer .We also received a complaint that the machine was running slow so a tech was sent out . The tech  informed the customer that this machine did not slow down when duplexing. However it gave the appearance of slowing down when it would call for toner during a print run. They replaced the black drum and timed their duplex job. There was no slow down. The customer also commented it was slow to printing over the network. They are running the machine on a wireless network. The tech recommended they hard wire to printer for quicker print.At this time the machine is running up to spec and we are not able to forgive the lease  .Thank you ,Elizabeth D[redacted] Customer Relations RepresentativeWorldwide Quality & Customer ExperienceXerox Corporation[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. What do I need to do from here to ensure the machine is replaced?  Will it be delivered and when? 
Sincerely,
[redacted]

[redacted]Per our conversation this morning the $86.00 that was withdrawn from your [redacted] child support card by [redacted] was refunded to your account.  Per you statement you no longer have your child support monies deposited to the Xerox [redacted] card but through [redacted]. ...

I will consider your cased closed through Revdex.com but you also stated that you will need a valid username and password to login to the Xerox [redacted] account to pull your transaction history.  Please contact me on Monday with a reference number after you contact the customer service line and I will ensure that a password reset is done for you.I apologize for the inconvenience and feel free to contact me with any additional questions or concerns.Regards and thank you. Paulette F[redacted]Certified Lean Six Sigma Green BeltSupplier AnalystNorth American FinanceXerox Corporation800 Phillips RoadWebster, NY 14580

Complaint: [redacted]
I am rejecting this response because: I do not...

receive a single, recorded, voicemail message. Please call me during normal business hours, Monday through Friday 8:30 am until 5:00 pm PST (Please note I will be out of the office July 3rd as it is a legal holiday). 
Sincerely,
[redacted]

[redacted] confirmed he resolved the issue himself for the transfer of the funds.  He provided feedback on the number he was calling [redacted] would not answer.  I have provided feedback to Way2GO Helpdesk to investigate this is a working number and to check the number for quality...

control.  I also provided feedback to CRG support staff to investigate our system to ensure we received the Revdex.com complaint as he indicated he filed the complaint on May 9th and never received a response from Xerox.  He confirmed the fine print on the instructions didn’t indicate there would be a fee to transfer from the card to the bank.   He paid the fee to receive the funds.  [redacted] has receive a response from Xerox and was updated that we would share the feedback to the appropriate departments.  There are no further actions required and was confirmed with [redacted] he is satisfied.Thank youLaurie C[redacted] Customer Relations Representative Worldwide Quality & Customer Experience Xerox Corporation 400 Main Street, Ste 2040 Saint John NB E2k 4N5 [redacted] [redacted]

Opening up Customer Relations Case [redacted] to address customers concern. Katherine R[redacted]Customer Relations Representative Worldwide Quality & Customer Experience 237 Brownlow AveSuite 100Dartmouth, NSB3B 2C6 P ###-###-####F ###-###-####E...

[redacted]@xerox.com [redacted]

Complaint: [redacted]
I am rejecting this response because: Doesn't change the fact that an employee informed us differently, if we had known the above mentioned we would have bought a whole new unit with A DIFFERENT company!!!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My reasoning for rejecting this response is the fact that Elizabeth D[redacted] from Xerox flat outright lied to the Revdex.com.  In no way, shape, or form did I say that our church was having a hard time and that the lease was too costly for us!  We met our 2017 budget for last year and even had EXTRA money to start the 2018 church year!  They also said that the tech who was recently at the church said that there was not a problem.  Both our pastor and church secretary/office manager told me that when the tech was there he saw a bad computerized cartridge and had to replace it which was to help with the jamming situation.  As far as us not having a service tech on site for a year, it is like I told you in my original statement, when our prior office manager/secretary would call Xerox, they would have her try to fix things over the telephone and DID NOT offer to have a service tech come to the church.  When she would do this, I have been informed by Xerox that there is NOT a paper trail to those phone calls, only to service calls on site.  I have at least 6-12 people from our church who will stand behind our previous office manager/secretary and tell you that she had MANY wasted productive hours on the phone trying to fix things with this Xerox machine for at least 12-18 months.   We have had a service tech to our church at least 4 times since February 6th.  They have addressed our complaints.  We will have a slow machine and it does not print 20 pages per minute.  Our present office manager/church secretary works for 3 other churches and other copying machines.  All of the machines that she works do not have the slow response time.  I am enclosing an e-mall that she sent me about the copier and how we feel that we are being overcharged for an inferior machine.   From: [redacted] Sent: Friday, March 16, 2018 8:55 AM To: [redacted] Subject: [redacted] So in thinking about the copy machine. It is suppose to do 20 copies per minute, I print 125 bulletins-2 sided = 250 pages 250/20= 12.5 minutes to print correct optimally  How come it takes near half an hour? 237 newsletters each 10 pages 2370/20=118.5 minutes It is taking well over 2 hours to print them The machine is definitely not getting us 20 copies per minute Tempted to video it and send as proof of being overcharged for an inferior machine [redacted] Hopefully this will be helpful information to you.  I am an honest person and when words get put into my mouth that I truly did not say, I do not respect the source that it comes from.  Our church would appreciate any help in this matter that you can give us.  The Xerox company is definitely NOT meeting up to their lease agreement or the reputation they feel they deserve.   
Sincerely,
[redacted]

1041/ 0941 I called customer [redacted] and let him know I was calling from Xerox customer relations - customer did not want to talk to me, did not want to provide me serial number and hung up on me. I searched all of our systems to attempt and locate a Serial number. but had no luck. closing as...

customer hung up on me .

Hello,   [redacted] has made several attempts to contact [redacted] without success. If [redacted] contacts the Revdex.com regarding her [redacted] card please ask her to call James at ###-###-####. Thank you.

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.