ComplaintsforOffice Systems

• Initial Complaint

  06/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Recently a purchase was made with Office Systems for a new printer as our old printer was becoming faulty. The printer we received is a Kyocera 3645CIDN. We were charged $4000 for the printer, which is suppose to be a new printer. Upon closer inspection, the printer isn't even worth $1800. We were charged double what the printer itself is worth online. The printer sent to us, according to Office Systems, is on backorder. The particular one they sent to us is from a cancelled order that they had. The purchase included the printer itself and 6 months of full service, for free with said printer. After the printer was set up we found out that the printer was not new. According to a service technician, the printer had prior copies on it, meaning the printer is in fact used.We were charged more than double what the printer is worth new, for a used printer that was still faulty upon installation. As a result of these discoveries, we have asked Office Systems to take back the printer. Office Systems are refusing to take back the printer, saying there is a signed contract, but there is no signed contract. We have no obligation with them. Attached is an order agreement, but said order agreement was never signed by either party. Office Systems now refuses to work with us. They will not service our computer systems, printers, or work with ***************** in general. They are referring to ** as liars saying we purchased a secondhand printer. We have emails from them that are also attached, clearly saying we wanted a new printer, not secondhand/used.

  Business response

  06/07/2023

  Good morning,

   

  The customer in this complaint ***************** had been a customer for over 10+ years. Their previous machine had been having service issues for years based on the age and volume. The typical copier last 3-5 years when properly maintained. Office Systems had been able to keep the customer's unit running for over 10 years. We repeatedly offered to upgrade their machine and or sell/rent them a new one. They repeatedly said they would keep going with it until it gave out. Finally in march of this year it gave out. While we are not required to bring them a loaner as part of our maintenance agreement, since they had been a long time customer our service manager went ahead and took them out a loaner the same day their machine failed, just to get them by. The customer was extremely rude to the technician about the loaner not being of like kind to their existing broken machine. The existing broken machine was a much older much large 50 page per minute device. The loaner was a smaller desktop style 47 page per minute device as we would not be able to load up a full size device in the technicians small vehicle and get it out same day. We were then notified that they were shopping around for a cheaper machine and did not come to us for a quote for a new machine. We then went onsite to inform them that if they did not want to do business with us that was fine but we would need to take our loaner back as that was a courtesy. ***************** then asked for a quote on a new machine similar to the loaner. The customer was informed that there was a significant backlog on orders and a new machine would be 2-3 months out. They were offered to purchased the used machine that was in place as a loaner and offered 6 months of free service at $35.00 a month equating to $210.00 a month if they were willing to take the used machine instead of a new one. They agreed and wrote a ***************** for the the copier. See attached check stub. The same day we found that we had an order that was canceled and had a new machine of the exact same model which we offered them in leu of the used machine. They accepted the new machine and again the same day they were sent the ************ Maintenance Agreement (***) which was provided to you by the customer. The customer never signed the **** They reached out in ***** and order two toners for the machine which would be covered under the *** at no cost. We went ahead and sent them the toner at no cost (retail value $113.09 each). At this point since they had ordered toner we began billing them for their *** at $35.00 a month per the agreement that had been provided even though it was unsigned as a lapse in an active maintenance contract would precipitate additional inspection and service fees if a machine was to back under *** at a later date. When the customer received the bill they called and proceeded to berate our receptionist and then yell at our bookkeeper. At this point I stepped in and tried to call the customer and remedy the situation. I had my bookkeeper sit in on the phone call as well so she could verify everything that happened. Neither my bookkeeper or I could get a word in as the customer was content to yell and interrupt at ever turn. I explained that we would be happy to turn off the *** and let them purchase toner if they would rather and that they could have the used machine and 6 months free but they chose the new machine. She said she had documentation that stated she was getting 6 months free AND the new machine, which was never the case, and she never provided. She then proceeded to send back the UNSIGNED maintenance agreement and attached invoice for toners. The attached invoice for toners is the picklist/packing slip that goes out with all *** toner orders and show there is no charge for supplies under **** ***************** had been a troublesome customer for years and many of our technicians dreaded going to call here as they were regularly rude to our staff from the time that they called in to our technicians being onsite. This was one of the main reasons for deciding to part ways with them. At this point I told the customer that this business relationship had quite obviously deteriorated and I felt that it was best we part ways. In order to remedy the situation the customer was told that they did not need to pay the $35.00 a month for ***** or May, even though they had called in for tech support (3/25/23) and not been billed as it would have been covered under ***, equating to a $75.00 credit. They were also informed that they could keep all toners on hand which included the toner provided on install and the two toners they order 5/26/23 for another credit of $329.27. In all the customer was given credit for $409.27, well beyond what the $210.00 they believed they were entitled to. We even offered the refer them to another servicing company that could service their machine. When the customer found out that we were no longer going to service them, they stated they wanted a full refund for the machine. I explained this was not possible as they had been given a brand new machine like they asked for and we could not take it back now that it had been used for 2 months. After more yelling and threats I reiterated my willingness to refer them to another company to service the machine but that we would no longer service the machine. We have been in business for over 40 years and don't take lightly to customer trying to smear our reputation as the premier provider in the region. If you have any further questions please don't hesitate to reach out.

   

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

  Vice President 

  Office Systems

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

   

  Customer response

  06/07/2023

  Complaint: 20146745
  
  I am rejecting this response because: Regardless of the credit that we "recieved" from Office Systems and the cost of the printer that was charged and paid for (on 03/24/23 in the amount of $4217.93 with check #******, which cleared on 04/25/23) was still more than the invoice that was given to us in the amount of $3896.47. The check took almost a full month to clear due to ************************** being out of the office on vacation but, when he was here in our office the pressure was applied on us to make purchase of printer at the time or he was taking it. We had no other option in that exact moment so we had to buy it. Our business runs off of orders and we need all of our supplies on hand INCLUDING a printer. All documents are attatched. Even though the order agreement was not signed, as stated, it was still paid, plus more. Although Office Systems had serviced us for 10+ years the could have denied and canceled services at anytime prior all of this if they have felt any kind of abuse from our comapny. We have informed Office systems to come pick up their printer as we have requested them for to do and for us to get our money back. They have been refusing to do so and have yet to come. 

  Business response

  06/08/2023

  Good morning,

   

  As stated on the invoice/order agreement that was attached by the customer "net price does not include tax placement supplies or maintenance." Since the customer did not supply ** with a sales tax exemption they were charged sales tax as per the law. as to the cost of the printer being more expensive than what they could find it for online, they looked up the printer online while we were onsite and saw that they could by the printer for less but still wished to purchase it from Office Systems. The fact that they were down due to an aged printer that had broken down after numerous warnings that the machine was on its last leg is not the fault of Office Systems. The customer bought a machine and the check was deposited according to our standard procedures. Again to clarify they were give a BRAND NEW machine that they requested and accepted and willingly gave ** payment for. We have given them credit in excess of what they wrongfully believe they were owed and have opted to discontinue our business relationship with them at this point due to their general treatment of our staff. 

  Customer response

  06/08/2023

  Complaint: 20146745
  
  I am rejecting this response because: We do not want the printer that was provided - we purchased a used print on demand without our knowledge, or be left with NOTHING; We were told that these models where on back order for 15 months as well, another lie that was given by the owner.

  We discovered that we had a "used" printer by his own service tech who ended up installing a new printer that they somehow had rushed before the 15 months - Very ODD to say the least. 

  Because of the double cost and the amount we paid without the contract - the owner promised 6 months of full service to include ink.

  Now he is cancelling and voiding his contract agreement, so therefore we want a refund, and he can have the printer as well.

  
  Best Regards,
  
  *************************

*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. ↩