ComplaintsforMRC Smart Technology Solutions- A Xerox Co

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our company owns a Xerox ************* We previously contracted with Xerox annually for maintenance. Prior to the end of our contract in May 2023, we received a letter stating that our machine was at the end-of-life, and it could no longer be supported. The Xerox sales representative, *************************, was communicating with us about the possibility of purchasing a new machine since our old machine could no longer be serviced.In August 2023 our license expired, and our software stopped working. The machine is inoperable without the software. After the end-of-life letter was sent to us, Xerox auto renewed us for another year knowing they could not support us. They have sent us to collections for over $17,000.00.This constitutes unfair and unethical business practices. We will be reporting this to the Consumers ************************* as well.

  Business response

  03/05/2024

  Client meeting scheduled for 3/7/2024 to review history of correspondence between organizations 

• Initial Complaint

  04/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Being billed for a service contract we have been trying to cancel since January of 2023. Called the business numerous times, emailed, even reached out to their Mid-west Xerox affiliate to intervene. No one calls back. We The copy machines (which we own) that has a service contract on is sitting in a storage facility since January and scheduled to be picked up by a junk removal company. The only contact we were able to talk to is ignoring all our phone calls and voice messages. Bad business practice and very unethical.

  Business response

  04/11/2023

  I researched the complaint and determined that no service calls or supplies were sent to location so credited the open invoice.    I was not able to determine root cause of delay in responding to client as there was no record of request to cancel services until January of 2023 

  Customer response

  04/11/2023

  The Midwest team from Xerox had to mediate and sent MRC and email in January and April this year.  MRC not receiving any request from us is untruthful.  We had a contact person that we spoke to twice before she started ignoring our phone calls as well.  Her name is **** (can't remember her last name), her phone number is *************.  Her voicemail ******** says she is still wiht MRC.  We have called and left her message multiple times.  She advised me to send a cancellation request to the address on our invoice- which I did (mailed an actual request letter to the ** box in ***********).  We called your number ************** as well  as **************, we've left voicemails which were unreturned.  When I select the contracts option on these calls, the call look like they are routed to somewhere like *****, the phone reception is so static that I cannot understand anything the person is saying on the other end.  I've had your collection person email me and I told him to have someone in contracts call me.  that request was ignored as well.  I had emailed the contracts department and got no response.  I sent an email on your website, a ************************* contacted me but then also ignored all my other emails.

  Business response

  04/11/2023

  I understand her comments and agree that no action was taken when she contacted the company.  We have credited the invoice. 

• Initial Complaint

  02/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted MRC around mid May 2020 a few months after our office was forced to close because of COVID and I requested a change on our copies that we were paying for because the machine was going to get very little use. Nothing came of that phone call or the next. I started emailing them with the request to get it in writing and after several emails - the only response I received was them forwarding them email to others in their company and Xerox and asking someone else to take care of it. They still have not contacted me or made any effort to resolve it. My last email to them was on 1/26/22 telling them they had 10 business days to resolve and still nothing. We've been overcharged for copies that were not used for 2 years now - both black and white and color copies.

  Business response

  02/24/2022

  We investigated the complaint and I spoke to ***********************. The customer is seeking a reduced payment on contracted services for the pandemic period.  Xerox agreed to provide a credit for that time period and restructure the lease agreement going forward for a lower commitment level.  Customer authorized this change and I believe is satisfied with the outcome. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩