Xerox Complaint - Beware of Xerox's Printing Machine Lease
FLORIDA -- I was in my office in June of 2007, a small business with a small budget. I created business cards for my clients among other things, and on that day a Xerox representative stepped in my office unannounced to talk to me about printing. As of now I outsourced all my print needs, and was doing well. This salesman, who couldn't speak English all that well, told me that getting a Xerox docucolor machine was the way to go as with the volume of print I was doing would actually save me money. I then showed him the type of printing we do in the office and he assured me that this printer could handle it no problem. He picked up my cards and felt them and again reassured me, YES this machine can do it all. Including tri-folds. Not only that but it has a built in paper folder. Now that is impressive, and so we signed up for this miracle machine for a 5 year lease, the shortest time frame I could get.
The only problem is, we found that it did not fold tri-folds but that it only folded once. We continued to use the machine for a while and it worked great for the cards, but all of a sudden it was breaking at least once every 2-3 weeks. Each time the tech came and repaired until the last time. He told us the type of paper we were using ( the same paper we showed to the salesman before he told us we were good to go) was too heavy and that this machine was never meant to print business cards, that it is a copier. So to my surprise I said that can't be right because the salesman told me different. We were then warned that if we continued using this paper, we would be charged for any future repair visits.
Now what am I supposed to do as I can not use the printer for the purpose in which it was sold to me. I am still forced to outsource and pay for the prints as well as pay for this printer. I call and complain to Xerox and all they have to tell me is, Why did I wait so long to say something, and that I had a 6 month window, which we did and the printer worked great, again until it broke and we received the news.
At this point Xerox takes 0 responsibility for this, and we are having trouble keeping up with the bill monthly. I was told that their salesman are not authorized nor are they qualified to talk about paper weight in regards to the machine, yet, This is exactly what I was told. So now they simply want to cancel the contract and collect the ENTIRE amount due on the lease, an amount of $23,000.00, for late payment on the contract. Not only that but I was meant with snide remarks like "No one else has a problem making money with our machines" .
I am all for taking responsibility as I did sign a contract. But I signed for a machine that can do business cards, and I feel I should get a machine that does business cards. Either that or give me my money back. All I was told at this point was, No we do not have another machine we can put you in, sorry. And as I'm sure you know, sorry has never paid a bill in my lifetime, much less printed a document for me.
The higher executives at XEROX only care about the bottom line and not about resolving customer issues. The only thing they said was to provide proof this is what their salesman said. I'm sorry but that day my voice recorder was left home, and who really makes a salesman sign a statement of items they've said to you.
I personally used to work for Best Buy and I remember I gave some bad information on a product I sold. The customer came back 6 months later to return the item and complain about the misinformation. Best Buy returned the item at a full refund and the customer was happy, and I was reprimanded. This is how a a business should operate.
I am about as dissatisfied with XEROX as I can be. I feel I've been scammed, tricked and fooled into buying a worthless XEROX machine in which I am forced to pay on. Not only will I NOT be renewing my lease, and yes I am aware of the other scam of giving 6 months notice to cancel your contract before it is over otherwise XEROX assumes you would like to continue for another year. I guarantee I will do everything in my power to spread this story to everyone even remotely interested in buying a XEROX product so that all will be educated in the matters of how XEROX conducts their business and what to expect.