Susan T.
1/5
This company has the worst technical support of any business I have ever dealt with. Our machine, which was purchased in full, not leased, started having issues when scanning directly from our Lexmark machine to our computer's operating system. A email was sent to the IT tech contracted through our service plan on a Wednesday explaining the urgency with which their assistance was needed and the extreme cost effect this problem was having on us, costing us thousands of dollars. The email was responded to eventually but the request for a technician to come to the office was met with an argumentative nature. After almost 2 hours of trying to explain the problem myself, someone who is not an IT person and knows very little of the makings of a 3 in 1 copy machine, I was told that a technician would need to come out but it had gotten too late in the day to send them on Wednesday. Thursday morning around 7:00 am I reached out to our contact again to get and estimated time of arrival on the person coming to fix the machine. No response. I called the main office, the tech I had talked to for almost 2 hours on Wednesday had not even put in a work order for my machine so there was no record of anyone coming to help us. I finally got a return call after 4 hours from a very rude technician named Frank that was so condescending it was almost hard to concentrate on what he was saying. Frank told me at 11:30 that he would be arriving in 30 min. He finally graced us with his presence at 12:30. After about an hour of messing with our machine he began a very technical diatribe of what the problem had been and how it was our fault for throwing off the alignment of the machine by not moving the feeder tray properly. I told him I wasn't interested in placing blame, only in whether or not he had fixed our problem, to which he replied that he had. Not 30 min after he had left but our connection was not working. I called the number he gave to directly contact him and told him the problem. He replied that he didn't touch that particular mechanism when he was here. I asked what the protocol is for when something is working before he arrived and wasn't working when he left was supposed to be. He responded by telling me that if he comes back and determines it was not his fault, which from the temperament of this man, was not one that seemed he would admit fault, that he would charge me $250/hour with a minimum of 2 hours labor just for coming back. Furious, I was forced to reach out to a few other people I knew had enough technical prowess to help me.
The very next day, Friday, the exact problem we had called service for in the first place, began to reoccur. Now I knew it was Frank's doing, or rather not doing, that was causing this problem to keep happening so I reached out to our tech contact again. With a curt, one line email, he responded that he would let Frank know that he didn't fix the problem. I reminded my contact just how important it was that this be fixed and how much this was costing my company daily and asked that he have a tech scheduled for first thing Monday morning. Radio silence followed....
You can imagine my discontentment when Monday came around and my efforts to achieve contact with anyone in their tech department went unanswered. Several emails sent and main office called and yet no one knew where my tech was. Without any communication, Frank indigently walks into my office at 12:30 today without so much as an apologetic glance or greeting of any kind for that matter, and walks directly up to my machine. Because we do not conduct business that way, we will not do business with people that do, so Frank was sent away.
I would strongly recommend you use another... ANY other... company than this one for your copy machine, scanner, faxing needs. The headaches are abundant and the staff is rude and uncommunicative.
