Xerox Complaint - Xerox DC250
BRISTOL, ALASKA -- Hi to everone out there looking at Xerox equipment. I am in the UK and have been in a lengthy battle with a Premier Partner of Xerox (UK).
To shorten the story it is very similar to idocu's artical. I bought a DC250 in June 2006 to print our calendars. I already had a DC12 which did the greeting cards. I needed a machine capable of printing colour double sided A3 on 135 gam coated stock of up to 60% colour photo (not solids).
In June 2006 after a long meeting at Ipex, with Xerox reps, (Ipex printing show) and on Xerox's own recommendation and a print test just prior I purchased a DC250 but was forced to buy via one of their premier partners. Something about office equipment and Xerox no longer sell direct. Xerox introduced me to their preferred Partner in our area. I also took out a service contract with Xerox.
By August 2006 the machine was jamming to such an extent it was not usable for calendars although it would print on bond paper OK. No use for what it was bought for. By September after numerous visits by so called specialist engineers and entires in the machine log book we were still uable to use the machine for calendars. As we are a calendar and greeting card manufacturer this was disasterous as we had sold our litho machines in June.
Had a meeting with head of sales for the Partner and the head of the service department of Xerox. The machine by now had only done 45,000 clicks. DC250 specifications were: Up to 220gsm - SRA3 - Duplex - Coated stock - Duty cycle 200,000 per month.
Like idocu they said it was the paper. Unknown to them the last engineer had tested Xerox's own coated 135 gsm stock with even more severe jamming experienced. By the time of the visit all stok was being affected by a severe deformation (like too much heat).
After the meeting more engineers. Entries like Jamming - Severe Curl - Known Fault - No known repair available. This was when Xerox directly got involved.
I had a meeting at the end of September. Xerox offered to print some of our now severely behind schedual orders and put a loan machine in on the 16th October. 16th October arrived and I get an email from Xerox (UK) saying no machine avaialble and that they were not going to honour the contract I signed for the loan machine. % days of trying to get either the Partner or Xerox to tell what they were going to do for me.
The answer was nothing and by November 23rd 2006 I instructed a Solicitor to take action.
I has taken until now December 2011 to finally arrive at a position to get into court. We have our date in April 2012 for 5 days. The law in the UK prevents Xerox being responsable under the sale of goods act. The person or company that sells the item and you pay is. That is for everything including any adverts or recommendations. I have a letter from the government saying this. Here is where the costs make taking action against these pirates are prohibitive. Well that what they thought in 2006. I have invested over £124,000 in legal bills and mediation meetings and still both parties resist excepting that the machine was faulty. They have used terrible tacktics since 2006 to ruin our chances of getting this to court. What they did not take into account was my training. I will explain!
I was I the military for 12 years and we were trained a senior officers to take notes including dates, times and names just like the police if we have an issue. This I did. We have a log book and letters that agree there is a serious issue with the machine. I loged all this with our solicitor instantly they were engaged. I also each week logged a copy of my notes so as they are verified as a true and actual reference to the events.
What I now tell you all. Xerox do make some very good machines. The DC12 I has was exceptional. It was this machine that convinced me that digial was the way forward. Please note. If an agent/partner/sales representative says the machine will do this that and the other, get them to fully state what you are asking the mcahine to do and that it will do this. If they will not then it more than likely will not. We have a another digital press now and the manufacturer did stae on the contract what the machine was purchased to do. So they can do this! If you have a service contract. Make a note of who (full name) they are, what company sent them, engineer's number, what time they were ther for and what it was for. I have a log book which was used by Xerox engineers and now Xerox are saying the 2 most damaging entries are not their engineers. make sure you do not trust them and get them to verify who they are and give some form of identity. if they do not have any Xerox identity do not let them touch your machine. The two engineers in our case were from Xerox but we failed to get them to prove it.
At no time buy from a Partner unless Xerox full support the sale. Get a solicitor to read the contract do not rely like we did on trust in such a large company. You only have to look at the internet to see the problem some people are having.
I could go into much more detail but in short I will never buy a product made by Xerox again. I suggest if you do then be very carefull!
[snip - no solicitations please]