ComplaintsforTangerine Office Machines

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom It May ********* am writing to file a formal complaint regarding a printer I purchased from Tangerine Office Supply. The issues I have encountered are as follows:1. I purchased the printer under the impression that it would be functioning correctly. However, the printer was almost out of ink, yet I paid the price of an almost new printer.2. The printer was not set up correctly, and only a few months after the purchase, it stopped scanning due to wear issues with the *** (Automatic Document Feeder).Due to these problems, I have incurred more expenses on this defective printer than I would have by purchasing a new one. Tangerine Office Supply must refund the full amount I paid for this lemon printer. I am requesting a full refund as an amicable resolution to this issue. If this matter is not resolved satisfactorily, my next communication will be from my legal team. Please be aware that I am keeping all correspondence as evidence of my intent to resolve this matter out of court.Thank you for your prompt attention to this matter.Sincerely, *******************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Tangerine Office Machines regarding a recent purchase of a printer. Unfortunately, my experience with the company has been extremely unsatisfactory, and I am seeking your assistance in addressing several issues.I purchased a printer from Tangerine Office Machines, and since then, I have encountered a series of problems that have significantly impacted my experience as a customer. The issues include:Incorrect Printer Setup:The printer I received did not have the correct setup, despite being assured during the sale that it was factory reset. This led to difficulties accessing the admin center on my computer. As a result, I had to request a service visit and was charged $300 for a technician's assistance, even though the printer was still under warranty.Failure to ******************* Office 365:Despite my request to integrate my ********* Office 365 account, the technicians incorrectly added a Gmail account due to a lack of expertise. This error has caused additional inconvenience and frustration.Misleading Information During Purchase:I was misled by the salesperson during the purchasing process, resulting in a delay and financial loss for my business. Furthermore, I discovered that the printer was refurbished, not in optimal condition, and lacking a full ink supply.I dispute the charges incurred for the service visit, as I believe it was unjustified given the warranty coverage. Additionally, I am seeking compensation for the business disruption, financial loss, and additional costs incurred due to the aforementioned issues.I trust that Tangerine Office Machines takes customer satisfaction seriously and is committed to resolving these issues promptly. I appreciate your assistance in facilitating a fair and satisfactory resolution to this matter.

  Business response

  01/18/2024

  Customer wanted financing. But unfortunately, our leasing partners requires a minimum of $3,000 purchase to get approved for funding. The device the customer wants does not meet the financing institution's requirement. In the end, Customer purchased a Fully refurbished ********************** printer withOUT the optional IT set-up. 
  
  

  Key points to this complaint :

  1) Across the industry FULLY REFURBISHED means device is reconditioned to its best possible performance. Any issues found upon checking will be fixed. If none found, device is cleaned and ready to go.  Supplies and other consumables are NEVER replaced. They are all in as is percentage, or with at least 25% toner.

  Refurbished Cellphones doesn't come with prepaid loaded. Pre-owned car does not come with a full tank nor brand new tires.
  

  ***ATTACHED CONFIGURATION PAGE FROM DELIVERY DAY Jan 10, 2024  shows that TONERS ARE ALL above 25%. To be exact - Black toner >30%, Cyan Magenta and Yellow are all >50%.
  

  Customers who does not have an IT department are encouraged to get our IT SET UP service for their convenience. We sell office printers. These are not plug-and-go personal use printers that consumers can buy from big box stores. BUT they are easy to set up for those who knows how.
  
  

  
  ***ATTACHED WORK ORDER ***** for the IT set-up requested. In the same attachment, the configuration page show how much toner percentage there is on the device.

  The work order details shows this is NOT a repair. Work done is IT SET-UP. Charge is shown on the work order signed by ***** himself.

   

  
  3) We are NOT vendor for ********* Office 365.

  Our device works as confirmed by using a free gmail account the scanning worked seamlessly. Customers can use corporate email or other accounts, as long as they have the correct information and or have their IT department handle the set-up. We just cannot help with ********* Office 365and or corporate emails because we do not have access to those.

  Our device not working with Osmel's ********* Office 365 is an isolated issue with the email provide, issue is not with the device.

  
  
  

  He was adamant in getting the device delivered right away. Unfortunately, we cannot deliver until we are paid. In the beginning he wanted financing, but the device he wanted was under the $3,000 minimum to get approved for funding.

  When he finally decided to do an outright purchase, we gave him a very good pricing way lower than what's offered online. We also gave him free delivery. We sent the payment link at  4:13pm on Jan 9. He paid next day at 12:56pm. Machine was delivered by 1:21 pm on Jan 10 - as seen on the signed configuration page print out from Jan 10. SEE ATTACHMENT.

   

   

  
  Today, customer sent an email, a Yelp negative review and a BBB complaint about a non-working device.

  We offered a quick resolution of just pulling out the device and refunding his order in full. Yet he refused to just return the device - SEE ATTACHED EMAIL EXCHANGES.

   

  We do not want to cause the customer further distress. If he is unhappy with the device, we can pull it out and refund. It is the easiest way to resolve his issue is to remove the issue.

  Please note Return and refund must be done within 30 days of delivery.

  Customer said if we remove device it will just cause disruptions to his operations. IF THE DEVICE IS TRULY NOT WORKING, THEN REMOVING IT SHOULD NOT CAUSE OPERATIONAL DISRUPTION.  Customer's refusal to return the device means it is working and he just don't want to pay the $300 set-up fee.

   

  If customer wants a discount for the $300 set-up fee, all he needs to do is ask. We would have extend assistance, as we do for other customers, as needed.

   

  In this regard, it is in the best interest of both parties to just return and refund.

   

  We wish ***** and his business well.

  Customer response

  01/26/2024

   
  Complaint: 21162822
  
  I am rejecting this response because:

  I am writing to provide additional details and consolidate my concerns regarding the complaint against Tangerine Office Machines. I appreciate your ongoing assistance in addressing these matters comprehensively.
  Misleading Information on Toner Levels: Tangerine Office Machines has emphasized that the toner levels were within the specified range upon delivery, as indicated in the configuration page. However, during a phone conversation with the salesperson, I was explicitly informed that they were adding supplies to the printer and getting it ready for delivery. This information created an expectation that the toners were new or fully replenished, which now appears to be inaccurate.
  

  False Restriction on Printer's Admin Access: I initially declined technical support, confident in my ability to set up and install the printer. However, Tangerine Office Machines deliberately added a restriction to the printer, preventing me from accessing the admin center using the ** address. This intentional restriction required me to seek their technical support, undermining my autonomy in managing the device.
  Unsatisfactory Technical Support: Upon requesting technical support to add a ********* account for the scan-to-email option, the technician demonstrated a lack of proficiency in performing the task. Instead of resolving the issue, he suggested using Gmail, which was not aligned with my specific request and the service I was supposed to be paying for. This raises concerns about the technician's training and the overall functionality of the printer.
  

  Operational Disruption Clarification: I appreciate Tangerine Office Machines addressing the concern of operational disruption. However, the disruption I referred to in my original complaint is associated with the time and effort invested in the IT set-up, configuration, and integration into our workflow. Simply removing the device does not address these operational challenges, as it overlooks the resources invested in adapting the printer to our specific needs.
  

  Resolution Request: In light of the aforementioned issues, I request Tangerine Office Machines to consider the following resolutions:
  a. Cancellation of Bill for *********** Services: Given the technical support services were not provided as requested, I request the cancellation of the bill associated with these services.
  b. ********* Account Integration or Machine Replacement: Address the inability to add a ********* account for the scan-to-email option. If this is not feasible, consider a replacement of the machine that aligns with the originally requested functionalities.
  

  I believe that implementing these resolutions would be a fair and appropriate response to the challenges encountered. I appreciate the Better Business Bureau's commitment to fairness and look forward to a satisfactory resolution.
  Sincerely,
  
  Sincerely,
  
  *******************************

  Business response

  02/05/2024

  The customer's recent response confirmed everything that we laid out.

  1) Customer is AWARE he is purchased a REFURBISHED machine. Refurbished machines come with AS IS  toners. Luckily on his purchase it came with high percentage of toner - we attached the evidence which is the device configuration page printed on the day of delivery. Customer signed it.

  2) Customer CONFIRMED he does NOT have the IT know-how, thus needed the help to correctly set-up the device. Customer CONFIRMED that we DID NOT put any restrictions on the device because the Customer NEVER mentioned the device has a password. He never mentioned it because there was no password. The only way to put restrictions is by putting a password, which Tangerine never does. 

  3) Customer CONFIRMED that the device is INDEED WORKING. This is the reason why he REFUSED our offer to just refund his order.

   

  Customer JUST wants us to set-up his ********* Account. We are NOT a ********* vendor. We never claimed we are a ********* Vendor.

  Customer JUST do NOT want to pay for the IT Service provided.

   

   

  We have exercised ***** to this customer. This will be our final response to this issue.  

  Thank you!

   

*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. ↩