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Sharp Brasil Complaint - I have been misled - MFP

Review by bzp on 2011-05-02
Dear Sirs,

My name is Reinaldo and I represent BZP Technical Translations, which is a company headquartered in Sao Bernardo do Campo, a city in the metropolitan area of Sao Paulo.

We are customers of Sharp products in Brazil, and we have recently purchased an AL-2030 MFP, serial number 05035232, at one of Sharp’s representatives, a company called Mactron Comércio Ltda., headquartered in Ribeirao Preto, a city in the State of Sao Paulo, approximately 300 km away from Sao Bernardo.

Before purchasing the AL-2030, we already had an AL-1645 Sharp MFP acquired some four years ago, which has had performed accordingly and for which we have always received quality technical services.

When the need arose for getting another MFP, and knowing the quality of the previous machine, we chose to go with another Sharp product, and this time we contacted Mactron Comércio Ltda., Sharp’s representative in Ribeirao Preto, which sold us the AL-2030 MFP after we complied with their requirements (making an advanced money wire transfer for the equipment and the freight fee payment).

At the time of the purchase, we were unlucky enough to face a Post Office strike, which caused the equipment to be delivered with a delay of 9 days after having paid for it. This is not the main issue here, but it will help you understand the rough times we have been through.

After the 9-day delay, we finally received our MFP, and after some 400 copies our real problems began. The printing quality was not acceptable for us to deliver our services to our customers.

Upon contacting the salesman who assisted us throughout the purchasing and shipping process, Mr. Luiz Eduardo Anseloni, we were informed that the equipment would have to be shipped back to Ribeirao Preto if we wanted to use the warranty provided, since, according to Mr. Luiz himself, “it is Sharp’s policy to delegate the technical support responsibility to the distributor in charge of the deal through our Counter Warranty”.

As you can imagine, this turned out to be a big issue for us, considering we now must resort to Mactron, in Ribeirao Preto, 300 km away, for technical assistance. It does not require an Einstein to realize that if we had this information BEFORE the purchase, we would think twice before buying the MFP from Mactron, 300 km away.

In an attempt to solve this printing problem, we searched Sharp Brazil website and found out the companies listed by Sharp in our region for technical support services (both in Sao Bernardo and in Santo Andre, a nearby city) only render assistance services for Sharp audio and video equipment.

Thus, we have either one of two options: to ship the MFP to Mactron, pay for the forward/back freight fees, wait for 5 working days required by Mactron for troubleshooting and repair, OR give up the warranty and have some local technician do the job.

Maybe very little or nothing at all will result from my complaint, but I somehow need to express my dissatisfaction with Sharp, which should be more clear as regards disclosing its corporate policies, and with Mactron, particularly the salesman who should have warned us about the technical assistance restriction.

On our end, we will make every effort required to have the MFP up and running, regardless of having the warranty revoked or not, because our main concern is to supply our customers.

Finally, please find below a series of emails exchanged between BZP and Mactron (obviously the text is in Portuguese, but if you would care to know its contents, just resort to your local staff, who has received the same complaint, but in Portuguese):

Email we received on March/21, 2011 from Mr. Luiz: (Deposit confirmation)
Boa tarde Ana

Confirmamos o deposito de R$ 1529,70
Luiz Eduardo Zilli Anseloni(LUIZZILLI)
Mactron Comércio de Equipamentos para Escritório LTDA.
site: www.mactron-rp.com. br
msn:ado@mactron-rp.com. br


16 3902 1800
16 9275 2012
16 9229 7561



Email sent to the Post Office by Mr. Luiz and copied to BZP on March 24, 2011: (The MFP got lost in the Post Office)
Bom dia Daniela e Josimeire .

Por gentileza, pq o numero de conhecimento abaixo encontra-se com o status postado, sendo que foi coleto dia 22 /03 e já deveria ter sido entregue em São Bernardo do Campo

urgente
SL858764128BR


Email sent to the Post Office by Mr. Luiz and copied to BZP on March 25, 2011: (Still Post Office problem)
Bom dia Josi, Daniela e Reinaldo .

Abaixo esta a reclamação formal no site dos Correios. Por favor, Josi e Daniela, nos dêem todo tipo de suporte neste caso

Dando sequencia ao CAOS dos serviços prestados pelos Correios, gostariamos de saber onde esta a mercadoria sob numero de conhecimento SL858764128BR. Prazo de entrega, 1 dia util e até agora nosso cliente não a recebeu. Uma vergonha !!!!

Email sent to BZP by Mr. Luiz on March 29, 2011:
Reinaldo

Cumprimos, rigorasamente, com nossas obrigações a exatos 29 anos . Se de fato for configurado extravio ou coisas do gênero, seremos indenizados e posteriormente tomaremos as devidas providências pertinentes ao caso .

Cabe a Josimeire, Daniela e Rodrigo, copiados neste email, relatarem onde esta a mercadoria e cessar de vez este lamentavel "Mico "

Att,

Luiz Eduardo

Email sent to the Post Office by Mr. Luiz and copied to BZP on March 30, 2011
Josimeire, Rodrigo e Daniela ,

Onde esta a resposta ? Cadê a maquina ? Roubaram ? Extraviou ? Por favor, respeitem a nós (cliente com contrato) e a nosso Cliente. Se coloquem no lugar dele. E se fossem vcs. nesta situação, como estariam se sentindo ?

Custa responder o email ? Poxa !!!


After a series of emails, phone contacts, the relationship began to deteriorate and these are the last emails we got:


Email sent to BZP by Mr. Luiz on May 2, 2011, after several contacts by phone to Mr. Luiz to find a more plausible solution:
Bom dia Ana e Reinaldo

Como exposto em nosso site na descrição do produto, a garantia do referido produto segue as normas da Sharp. Garantia balcão de peças contra defeitos de fabricação, ou seja, todo e qualquer problema neste periodo, o equipamento tem que ser enviado para nossa empresa para resolução e laudo técnico .

Lembrando que problemas ocasionados por mau uso e/ou instalações eletricas incorretas a garantia deixa de existir .

att,

Luiz Eduardo Zilli Anseloni(LUIZZILLI)
Mactron Comércio de Equipamentos para Escritório LTDA.
site: www.mactron-rp.com. br
msn:ado@mactron-rp.com. br


16 3902 1800
16 9275 2012
16 9229 7561


Our reply to the previous email:
Tudo isso agora é uma questão para a Sharp Brasil avaliar, uma vez que já *enviamos um email apresentando detalhadamente o ocorrido, desde a compra, o atraso na entrega, o defeito apresentado, a rede de assistência técnica deficitária e o péssimo follow-up comercial prestado pela Mactron.

Além dessa ocorrência formalizada junto à Sharp Brasil, que fará as devidas averiguações, estamos preparando um email igualmente detalhado descrevendo todas essas chateações à Sharp Corporation, e solicitamos também uma cópia da conversa gravada com a atendente do Fale Conosco da Sharp para as providências que acharmos cabíveis.

*(via Fale Conosco, no site da Sharp)



Email from Mr. Luiz in response to our email sent on May 2, 2011:
Tranquilo. Estamos dentro da legalidade. Todo respaldo lhe foi dado, desde a origem na compra com a politica de garantia EXPLICITA em nosso site , atraso da entrega dos Correios pós- venda e politica de atendimento. O que me deixa bem confortável na situação é que ninguem presta para vcs, nem nós, nem o pessoal do ABC, nem a Sharp Brasil, etc... Lamento .


Another email from Mr. Luiz right after the one above:
Ah. apenas para confirmar que no campo "observações inicias e finais da NF 878, esta bem nitida a informação : GARANTIA BALCÃO !!!



Thanks for your time and concern,

Sincerely
Reinaldo Castello
BZP Technical Translations
(5511) 4339-3445/4836
Comments:1 Replies - Latest reply on 2011-05-04
Posted by Alain on 2011-05-04:
Posting your experience with Sharp and the problems you've encountered will be helpful for customers who might do business in Brazil.

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