ComplaintsforFidelity Business Systems

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original Konica Minolta copy machine that was purchased was defective, and they replaced it with a second machine. The service and communications regarding the initial copy-machine and the replacement copy-machine were excellent, including your remote setting it up to work with our wifi.The second machine has again, not been used much, has now also become unusable.A technician visited the house in early December 2023 to determine the problem and determined a major part was broken and that it would be replaced with a used part from another copier, which I was OK with.Later the technician advised the machine would have to be picked up and taken to Folsom to replace the part as it was too complicated to do this in the home. Again, I was OK with this.Now reports the technician will not answer or return calls/texts, and the manager, ***************************, won't answer, return calls, or return emails,I have been promised twice this will be repaired and nothing has happened. I want this repaired or exchanged for a working one, or they can refund the full amount, pick it up, and I'll buy from someone else.

  Business response

  01/23/2024

  First let me state my sincere apology for not getting back to you in a timely manner.  I have been out of the office for nearly three weeks with my second bought of the ***** Virus.

  Anyone that knows our company, I believe would state that we take great pride in our service and that we go to great lengths in standing behind everything we sell. 

  Just a little overview of the chain of events.  

  1.  The first unit was delivered on 05/06/22 and was reported almost 7 months later that the C3351 was having difficulty with the front door staying closed. 

  2.  We sent out a technician and he did determine that the C3351 had a bent side panel, which made it difficult to close the front door properly.

  3.  On 12/08/23 we replaced the original unit (at no cost) with a same model. 

  4.  My understanding was that the copier worked for 11 months without any issues.

  5.  We sent a technician out at no charge to evaluate the problem, which was determined to be a CCD Board (Scanning Issue)

  6.  We did offer the option for a full coverage maintenance agreement, which was declined, and is now on a chargeable call basis.

  7.  To my understanding, we are waiting for the approval for the repair of the copier, which could cost between $400.00 to $500.00 to repair.

  8.  Standard warranties are usually 30 days, but we have given 7 months for the first unit and 90 days with the second unit.

   

  We would welcome the opportunity to clear this matter up and do everything we can to fix the copier back to new condition.

  We value all our customers and truly understand how important it is to give the best service possible. 

  Fidelity Business Systems has been in business for nearly 17 years, and to my knowledge, we have "NEVER" had a complaint that we couldn't (or wouldn't) make right for our customers. 

  We have also been a member with BBB most of those years, without any complaints or dissatisfied clients.  I hope we can make things right for you and continue to be of service to you and your team.
  

  I will reach out today to see how we can find a resolution to the problem on this matter.

   

  Warmest regards,

  ***************************
  

   

  We truly hope to
  

  Customer response

  01/23/2024

  I am rejecting this response because: 

  Bill,

  1. This is a copier in my home, it's not a business coper, it has been barely used since purchase. If I had used the snot out of it, day in and day out, I wouldn't complain. Sometimes it sits for a week or two without being used, then only to print a few pages or scan something.

  2. No one ever made any mention of charging me for the repair. Your tech told me that you told him "you would find a used part and replace it with that." Are you telling me it's $500 for a used board? Or is it that you can't get a used board and now want me to pay for a new one? (I looked and that seems to be the about price for a new board).

  3. Then your tech advised me they couldn't fix it at the house because it was too complicated to do here and he'd would have to take it to your facility to replace the part. Again no mention of cost. I rightly assumed you sold me another defective machine and were going to make good on it.

  4. You having COVID is no excuse for not getting back to me and at least telling me you have COVID and be patient until you got well. I had it so bad I was hospitalized, I could still make a call/text/email. This is also no excuse for your tech or someone else returning my messages/texts. He has my phone number.

  This needs to be resolved as originally discussed, which is at no charge. Absent that, I'll entertain a reasonable offer. I do not consider coughing up $500 to fix a machine I bought for $895 to be even close to reasonable.

  
  

  Business response

  02/08/2024

  Per our conversation yesterday, I am following up with the steps that our company has taken to resolve the complaint from ***********************

   

  I have tried to reach out to *********************** three time now, to try and find a solution that would be agreeable to both companies.

  I have call and left a message with ****************** on Monday, Wednesday and another one this morning.  I have not heard back from ****************** as of this time.

   

  We have tried to give ****************** the benefit of correcting the first unit (which he had for 7 months before contacting us).  But he declined the maintenance agreement,

  when offered to him (which we do with every sale and installation).  We offer maintenance agreements to all of our clients for this very reason, copiers are an appliancesthey are service intensive.

   

   

  Below is our original response to Mr. ******** complaint: 

   

   

  First let me state my sincere apology for not getting back to you in a timely manner.  I have been out of the office for nearly three weeks with my second bought of the ***** Virus.

  Anyone that knows our company, I believe would state that we take great pride in our service and that we go to great lengths in standing behind everything we sell. 

  Just a little overview of the chain of events.  

  1.  The first unit was delivered on 05/06/22 and was reported almost 7 months later that the C3351 was having difficulty with the front door staying closed. 

  2.  We sent out a technician and he did determine that the C3351 had a bent side panel, which made it difficult to close the front door properly.

  3.  On 12/08/23 we replaced the original unit (at no cost) with a same model. 

  4.  My understanding was that the copier worked for 11 months without any issues.

  5.  We sent a technician out at no charge to evaluate the problem, which was determined to be a CCD Board (Scanning Issue)

  6.  We did offer the option for a full coverage maintenance agreement, which was declined, and is now on a chargeable call basis.

  7.  To my understanding, we are waiting for the approval for the repair of the copier, which could cost between $400.00 to $500.00 to repair.

  8.  Standard warranties are usually 30 days, but we have given 7 months for the first unit and 90 days with the second unit.

   

  We would welcome the opportunity to clear this matter up and do everything we can to fix the copier back to new condition.

  We value all our customers and truly understand how important it is to give the best service possible. 

  Fidelity Business Systems has been in business for nearly 17 years, and to my knowledge, we have "NEVER" had a complaint that we couldn't (or wouldn't) make right for our customers. 

  We have also been a member with BBB most of those years, without any complaints or dissatisfied clients.  I hope we can make things right for you and continue to be of service to you and your team.

  I will reach out today to see how we can find a resolution to the problem on this matter.

   

  Please let me know what the next step is and hopefully we are not penalized with a bad review.  We have been with the BBB for 13 years and not one complaint.  If you have any advice, outside of giving ****************** a new copier or service for free, please let me know.

   

  Thank you for your time and support.

   

   

                                                                                                                                                             

   

  Warmest regards,

   

  Bill

  Customer response

  02/08/2024

  I am rejecting this response because: I just called back and again no answer, just voice mail. I am again waiting for a return call as of 1:37 PM 2/8/2024

  Again, no mention of money was made about repairing this defective machine.

  First they were going to get a used part and fix it here.

  Then they were going to get a used part and needed to fix it at their facility.

  Then I got ghosted.

  **** having Covid is no excuse for not texting or emailing me, other employees could have done this too.

  Regarding the extended warranty I have attached a screenshot of the email, no mention of this and I don't remember anyone discussing an extended warranty.

   

  
  

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