Xerox Complaint - Return of One Printhead and Seven Ink Cartridges
I would like to return a printhead and seven ink cartridges that were ordered in December of 2000. I have been trying to return them since January 2001, but have gotten no satisfaction from the customer service reps. Below is a summary of my situation.
Dec. 2000 - Ordered 7 ink cartridges and one printhead over the internet. The ink cartridges were the wrong kind, so we decided to return them and get a new printer.
Jan. 2001 – Called to see how to return the items. The lady couldn’t find our information, and asked me for the shipping order number, the customer number, master order number, and the invoice number. She was finally able to pull up our information, and said that she would issue a RA #, and that UPS would come to pick up the package in 4-6 weeks.
March 29, 2001 – Called to see why they haven’t picked up the package yet. The lady stated that they didn’t have it picked up because they had a question, but they couldn’t get ahold of me. The phone number that they have was old, but they did have my correct address, so why couldn’t they send a letter? She said that she would issue another RA#SY62L94, and that UPS would pick it up in 4-6 weeks.
May 7, 2001 – Called to see why they haven’t picked up the package.
First call: Spoke with one person, told her my story, who then transferred me to Lori Jackson (ext. 3099), saying that she would be able to help me. I was on hold for close to 10 minutes, and then the phone rang about 25 times, then the operator’s voice came on to tell me I would be disconnected.
Second call: Spoke with Corrine, told her my story again, she then transferred me and I was disconnected after listening to the hold music for about 5 minutes.
Third call: Spoke with Sherry, repeated my story again. She transferred me to another lady, who transferred me to someone else, then I was disconnected again.
Fourth call: Spoke with Alice Williams, repeated my story and went through the process of finding my information again. She said that she would pass my information on to the escalation department, who should contact me within 24 hours.
May 9, 2001 – Called to see why the escalation department hasn’t called me back.
First call: Spoke with a man, asked to speak with Alice Williams. He said he would transfer me, then I could press 1 then 8 and speak with an operator who could connect me with Alice. He transferred me, then I was disconnected.
Second call: Spoke with Selena Chevalier, asked to speak with Alice Williams. She said she couldn’t find an Alice Williams. I repeated my story again to her, went through the process of finding my information again, and then she told me to call Mary Henry at 888-328-6595 ext. 395. She said that she would forward my information & story to Mary so she would know what is going on.
Third call: Called Mary Henry and left a message with a brief summary of my reason for calling.
To help keep me as a potential future customer, I would like the following:
I would like a credit to my Mastercard in the amount of $164.14, the total cost charged to my card for this order
At the very least I would like a response from your company regarding this incident.