1 reviews | Active since Dec 2011
Under delivery on proposed and invoiced solution
So a few months ago, Oxbow gave me a proposal to replace my current machine with the exact same , but upgraded machine. I accepted as the were the supplier of the old machine and it was time for an upgrade.
First they could not get finance so I got my own finance. The amount was paid over to Oxbow in June 2018. Today, a month later I received an invoice from their "finance-partner" for rental. I was then informed that Oxbow never paid BEAF who is now keeping me liable for rental. A month after the money was paid over.
The worst however... The machine i received was all but the same, about EVERYTHING was down-scaled:
I had a PROFESSIONAL finisher - I now have a Office Finisher I had a top of the art punch - I now have a small one that cant handle the volume. I had a 2 staple units, 1 for single and a unit with 2 for double - I now have 1 unit to handle both types of stapling. I had capacity to hold 7-8 packs of paper - I now have capacity of 4 packs.
This from a company who knew exactly what I had, what my monthly volumes were/are. A company who offers 1 thing, deliver something sub standard and expect me to pay for the offered, but not delivered equipment. Sending technicians and expect that to fix the mess, a problem that can only be fixed with the CORRECT and PROPOSED equipment!
Worst is that I have send email on email without any ownership. Even the technicians confirmed that the equipment I received is not the same or suitable for my business.
My next step is to lay a complaint with the ombudsman and to consult with the consumer protector as Oxbow is not at all willing to sort out their under delivery!
So much for equipment worth R220 000 . At least the commission was good!
Dear Francois,
Apologies for the poor customer service experience.
This reply to confirm that the finance house had knowledge that the deal was moved over to ABSA yet still collected a rental which was out of our control.
I believe a good meeting took place earlier this week with our Account Manager and you are waiting on a solution to improve the productivity of the existing equipment.
Once resolved I would like to visit you, introduce myself and strengthen our partnership going forward. Again, apologies for the experience.
Brett
Dear Francois,
Apologies for the poor customer service experience.
This reply to confirm that the finance house had knowledge that the deal was moved over to ABSA yet still collected a rental which was out of our control.
I believe a good meeting took place earlier this week with our Account Manager and you are waiting on a solution to improve the productivity of the existing equipment.
Once resolved I would like to visit you, introduce myself and strengthen our partnership going forward. Again, apologies for the experience.
Brett
Hi Francois,
Thank you for your recent email received through Hello Peter. You are most welcome to use our direct email for similar or better reaction times.
We were led to believe in our last meeting that we had more time to resolve this issue yet accept if you may have changed your mind.
In reply to your query:
We confirm that the quoted price and the order price you accepted are different as we offered you the more competitively priced entry level finisher versus the high end finisher as an alternative. You wished to reduce the purchase price and this was the option you decided to accept. We can send you confirmation of this should you require which clears supports our version of the offer.
If you feel that the high end finisher now suits your needs better we are happy to accommodate you at the additional expense quoted up front.
We are in your hands and happy to proceed with either finisher at the correct pricing quoted.
Kindly advise.
Brett
Hi Francois,
Thank you for your recent email received through Hello Peter. You are most welcome to use our direct email for similar or better reaction times.
We were led to believe in our last meeting that we had more time to resolve this issue yet accept if you may have changed your mind.
In reply to your query:
We confirm that the quoted price and the order price you accepted are different as we offered you the more competitively priced entry level finisher versus the high end finisher as an alternative. You wished to reduce the purchase price and this was the option you decided to accept. We can send you confirmation of this should you require which clears supports our version of the offer.
If you feel that the high end finisher now suits your needs better we are happy to accommodate you at the additional expense quoted up front.
We are in your hands and happy to proceed with either finisher at the correct pricing quoted.
Kindly advise.
Brett
Thank you for your email and on standby should you wish to consider the small increase for the finisher upgrade.
Thank you for your email and on standby should you wish to consider the small increase for the finisher upgrade.