Very Disappointed with Xerox
ARCHBOLD, OHIO -- Thursday February 6, 2014 I reached out to Xerox customer service and was connected to a nice woman but who was hard to understand because of her accent. I explained my issue: we seem to get a frequent jam in the same spot. The lady asked me to power down the machine, wait three minutes and then turn on the machine and print something. So I did and of course my one silly little print job didnât jam. I was told that must have fixed the problem!
Friday February 7, 2014 I reached out to Xerox again when the frequent jam that we are so used to seeing appeared againâ¦..in the same spotâ¦.open 2A, 2B, turn 2C, shut the door, open the finishing doorâ¦â¦.The lady, who spoke clear English, asked me to check the machineâs status for a pattern of error codes that she asked me to read to her. She stated that the person I spoke to on the 6th, should not have told me to power down the machine because that was not a proper resolution. I felt like I was getting somewhere! This lady then stated that my problem is common and she would send a tech out Monday and this tech would arrive by Noon.
Monday February 10, 2014 no tech by 11:30 a.m. EST. I called to see if the tech was still coming, clearly I wasnât at my desk and missed the call! Nope. I was told by a gentleman who didnât speak clear English that it wasnât noon yet â at least thatâs how I understood him. So at Noon on the dot, I called Xerox again and was connected with a lady named Djibouti (and Iâm not kidding)! I did not understand one single word that came from her mouth (except her name because I aced my map test my senior year of high school) so when I heard a pause I said something to the effect of, âdo you know when our tech might arrive?â I believe she said âsorryâ at one point and something about 'escalated'. About 3 hours later an American in the state of Nebraska called me to apologize and said that he was swamped in our area and had no idea when a tech would be our way.
Great! Now, Iâm in the business of customer service and the whole time Iâm thinking to myself, âHow are you even in business?â But wait, it gets better......
Monday February 10, 2014 4:00 p.m. I get a call from Doug, or as I now call him, Dug. Dug told me that he would be at my organization around 8 or 8:30 a.m. on Tuesday February 11, 2014. Great, and he spoke English!!
Tuesday February 11, 2014 8:30 a.m. Dug arrives! I showed him the machine and I explained briefly what was happening. I offered to run some copies for him and he said he would just run some of his own reports. So I let him do his job because he seemed to be confident and letâs be honest, I have a job to do and canât just babysit Dug. Dug came over about an hour later and said, âI just ran 1100 copies!â (YEP, you just heard that correctly, 1100!!)), anyway back to the story, âI just ran 1100 copies, double sided, stapled and nothing happened, that machine runs beautifully!â I said (and this is really what came out of my mouth), âYou cannot leave, I canât let you leave!â Dug, âHoney, I have bigger problems out there that I need to solve!â Honey?! But wait, thereâs more. He continued to say, âYou have another machine back in the corner that works great!â Yep! He said that! Oh and he said this too, âI did notice that it appears someone has been loading the paper incorrectly.â Me, confused, âHow does one properly load the paper?â Dug said, âThe reams have a natural curve to them and you want the curve to be smiling at you when you load the paper!â News to me! Imagine the responses I received when I asked my coworkers to load the paper and to make sure it is smiling at you!!!
At this point my blood was boiling! My hands were so sweaty and I began to shake! So I told a little lie. I told Dug that our contract was expiring in a couple months (okay that part was true) and that I needed to talk to someone about renewing our lease (that part is a blatant lie!) â but I wanted to speak to someone who was familiar with our account, maybe a rep?? Dug fell for it! He said, (and Iâm not kidding) âYeah, I have a great team you can call and they even speak English!â
So Dug, and the rest of the Xerox team, thank you for the entertainment these past couple days and in the end, my organization will never ever be in business with you. Additionally, I do not recommend to anyone to ever work with Xerox. Definitely do not ever sign a contract with Xerox!