This is a very simple and I'm going to do my best to make this as simplistic as possible as this man is confused, misinforming those whom are reading this, and blatantly telling out and out untruths;
First, there are more employees here than Dallas, David and Kim whom work in our office but is no body's business how many people work here and he shouldn't be using employees here by their names when he files complaints either. It's a breach in security for those same employees but I will refer to them herein to clear things up. Dallas is not the owner. David is the Owner. Kim and Dallas plus 2 others just answer the phones.
Secondly, the copier that this customer purchased is a very easy and simple machine to put together because all you need to do is remove the tapes; install the toner; unlock the scanner and the machine is good to go to just start making copies and comes standard in the box with every unit a "Quick Install Guide" placed in the box by the manufacturer at the factory level. Not from our office and I am attaching the exact Quick Install Guide our office was provided by the manufacturer (and incidentally? I have this same exact copier in my office that I use in my day to day business dealings and operations and it is a very simple copier to 1) put together if you follow the Quick Install Guide that came in the box with the unit and 2) easier copier on the planet to use. PLUS this Quick Install Guide is provided free of charge on Kyocera.com's website that the customer can review, download or print directly off their page, including any drivers or utilities needed for all the copiers on their website.
When the customer did call his first complaint was he just plugged it (without even reading, following the Quick Install Guide FIRST-why do you think the manufacturer puts that Guide in the box with the unit to begin with? Because it must be followed) indicating he received an SC3100 code and if you will look at the Guide I attached, unlocking the scanner is part of the copiers basic installation and if you DO NOT UNLOCK IT, this error code comes up. At that time the customer was referred to Dallas of our office to walk him through unlocking it. All you do is open the lid and slide the slide lock (top left hand corner) from "lock" to "unlock" and when the customer did that, low and behold the error message went away.
A few hours later Mr. Kim called and indicated he couldn't put the toner in his copier and was referred this time to David whom attempted to walk him through over the phone installing the toner cartridge (which incidentally is also in the Quick Installation Guide I attached hereto) but he was struggling with it which is a very EASY thing to do if he would just followed the procedure in his Guide or follow the instructions David was giving him over the phone. When David asked him if he read that Guide he indicated that he didn't understand it (whose fault is that?). So, since he didn't want to follow, nor read his Quick Installation Guide nor follow the instructions David was giving him over the phone David offered to the customer that if he is struggling this much through the basic installation we can, as a courtesy to him even though we're under no obligation to do so, but would as a courtesy dispatch the local service technician to go to the customer's office to set the machine up for him (Not our office, we're a copier sales company, not a service company) but there is a fee for that service. Any time a technician gets into his car to go to a customers' office there's a charge for that service if the customer cannot figure it out themselves. It's just that plain and just that simple. There's nothing defective with the unit this is ALL operator error, not mechanical which the customer refused that service at that time and David told him to keep trying and call us if he needs professional assistance.
Pre-sale David of our office emailed to the customer an Invoice/Quote #917701 wherein all the policies/provisions, terms/provisions of this sale is fully, clearly and completely contained therein and is also attached hereto.
Please pay careful attention to the following policies/provisions, terms/conditions of this sale as follows:
"3 Year Drum Warranty. In lieu of NO REFUND policy there is a 90 day replacement guarantee. Customer may purchase local service contract to maintain copier, and pay for LABOR during 1 year warranty period not paid for by DSC or Kyocera." AND
"Customer may call (888) 794-2679 upon receipt of copier for setup and coordination of install. NOT INCLUDED IN PRICE. Approx: $150/hr for networking and/or installation."
It's all there in black and white and in 7th grade English which this customer himself agreed to. Approved. Accepted and fully authorized these terms/conditions, policies/provisions of this sale by way of his signature thereto and faxing same back to our office prior to our office sending over the Purchase Order to the distribution center to release the machine. It's a legally binding contract in the State of California which we don't force customer's to do so either. It's THEIR choice, but our office will not order anything for any customer without them reading and approving these policies/provisions, terms/conditions because we don't get to return any equipment to the distribution center after purchase either. No refunds means no refunds is not unethical. If our office cannot return the copier after we pay the distribution center for it, neither can the customer and if he had an issue with it, then no one forced him to 1) sign it and get it back to our office pre-order and 2) could have purchased the copier from anyone else besides our office. No one strong armed him to buy a copier from us nor approve the terms/conditions, policies/provisions of our office either. Honesty, all this customer needs is to have someone install the copier for him because he can't do it himself. Show him how to change out his toners; adjust his paper tray which he flatly refused and just wanted to return the copier and we told him "no. That's not our offices' fault. Clearly, this is an operator error issue not a mechanical issue. David of our office spent an hour with the customer attempting to aide him in installing his toner which he couldn't do himself; and to adjust his paper cassette to 8 1/2 x 14 then he needs professional help and NEVER ONCE TOLD HIM HE WOULDN'T TALK TO HIM. That's just crazy and a nontruth as I have personally shared an office with David for 25 years and he talks to every person whom calls here. Good grief!
The paper cassette that comes standard on the copier is an adjustable from 8 1/2 x 11 to 8 1/2 x 14" cassette. Just because he WON'T use the slide in the tray to move the bar back to accommodate 8 1/2 x 14" paper doesn't mean it doesn't do 8 1/2 x 14" paper. I am attaching hereto the Manufacturer's OWN Brochure (which is put out by the Manufacturer themselves) wherein it further evidences that this copier DOES 8 1/2 x 14" paper standard. He's just confused on how to get things to work and needs professional assistance (and for your information the Manufacturer's Brochure accompanied by the Invoice/Quote was emailed to the customer pre-sale and was gone over with him line by line via email and I am attaching that here for your information, review as proof and validity of what I'm apprising you of as the real true and actual facts in regards to this transaction).
Now something interesting and worthy of noting is 1) Mr. Kim has been a customer of our office since 2011 (which I think he's forgotten) because he purchased the toners for his Copystar CS1510 from us, so clearly we're not this big bad company ripping people off (attached hereto please find his very 1st invoice from our office, invoice #300887 dated November 9, 2011). Our company has been in business 30 years and if we were ripping people off, we wouldn't have been able to stay in business for 30 years and we really tried to assist this customer but it's not our offices' fault that he cannot seem to figure out how things work. We sold 500 of these exact machines in the past 12 months and have -0- issues with them if people read their Quick Install Guides that comes in the box with the unit and the copier is set up correctly, which clearly by the attachments hereto and the information I am providing you is the case in regards to this customer. The mere fact that I have the same machine in my office is a clear indication about how easy these machines are to put together and operate if you do it right so no RA will be given. The Manufacturer's 90 day replacement guarantee requires a report from a licensed service technician licensed on the customers copier that the copier is defective BEFORE they'll replace it the copier with the same exact copier but they will not refund the customer either. Not our rules, the manufacturers rules. So he would need a technician to get it replaced too.
Also, I hate to be the one whom points this out but our company is an online company just like Amazon and Ebay and you cannot inspect those products either so I don't get what he's trying to convey here. If he wanted a copier to inspect first, HE DIDN'T HAVE TO BUY THE COPIER FROM US.
Our office has been apprised by American Express that he did charge back his credit card, but our office provided them the exact documentation I'm providing here and they've found in our office's favor and will be re-billing this charge back to the customers credit card and I'm sure will be in contact with the customer soon to notify him of same.
Now, in order to resolve this dispute even though our office is not required to nor under any obligation to do so will dispatch the service technician to go to the customers' office to install his copier correctly, as a courtesy, but the customer will have to pay the technician for this service and once the copier has been set up properly he'll have a perfectly running copier and no doubt will fall in love with it, just like I did because it's a power house machine when set up correctly but if he refuses this resolution, then there's nothing further our office can nor will do to further assist him at this time. He needs to step up to the plate and accept responsibility that he's the reason for all this nonsense and do the right thing.
Thank you. Should you have any questions and/or comments or should you require anything further from our office at this time, please do not hesitate to contact us directly at 888-794-2679.