1 reviews | Active since Feb 2012
Bad service
<p>About 8 years ago our company signed a lease agreement with Xerox in Port Elizabeth for a printer which we were told will enable us to print certain things in-house instead of outsourcing it. It ended up not being the case and that we were sold the wrong machine by the sales manager according to their own technician. We nevertheless kept the printer and still kept outsourcing most of our printing. During the negotiations process I enquired as to what will happen after the 5 year period and I was informed that Xerox then signs over the printer to us. Towards the end of the 5 year period we were contacted by the same sales manager who then wanted to sell us a new machine with the latest technology. We did not need a new printer at that stage and informed the sales manager. Despite the 5 year period ending, we were still billed the same amount every month for the printer. About two years after the 5 year period we were ready to buy a new printer. During negotiations I was informed that if we buy the new printer then the old printer will be signed over to us. I enquired as to why this was not done yet as promised in the past but received a “will get back to you” answer. Another point I raised during negotiations was the fact that sometimes we do a “colour” print but there is very little colour actually printed. I was assured by the sales manager that if that is the case then we will not be billed for a colour print and that we should just take note of the number of prints and negotiate with them. Based on this we did a big run of letters to our insurance clients with only a single line of red text. When we informed Xerox that we did that because of what we had been informed before and that we were unhappy with being billed for colour, we got the run around and instead of sorting it out the buck is being passed from the admin to the sales manager to the regional manager. In the mean time we are being held to ransom by this Xerox branch as they refuse to service that printer unless we pay the outstanding disputed bill PLUS interest which they are adding every month on their invoice. So at the moment we have two printers but can only use the one we purchased cash this year. I also pointed out that despite the second promise of signing over the old printer to us we were still being billed for it monthly even since purchasing the new printer this year. This was then quickly stopped but my query of what will happen to the money we already paid since then is just being ignored. I have sent emails to both the sales manager, , and to the regional manager, requesting a meeting to discuss this matter. A meeting was arranged at a time when I was not available and I sent another two emails subsequent to that requesting a meeting without getting any feedback whatsoever from both of them. Be warned, as long as you pay and as long as you purchase new machines then you are a good customer but don’t start asking questions and don’t attempt to hold them to their promises.</p>