[Resolved]  Xerox — XEROX poor service

Address:

South Goa, Goa

I am a grieved customer of Xerox. This is my first and probably the last time I would ever touch a Xerox Product irrespective of my printing needs with the kind of service and false promises the company makes. I had purchased a Xerox workstation 3220 in May and have been corresponding with their local dealer and the company ever since, I have been delivered a defective product and had a horrific experience in dealing with the company and their service people. I have maintained my entire email logs as well as voice conversation logs held with the company representatives. Its really sad to see the way an Indian paying consumer is treated by such a big multinational company. After months of correspondence, with promises to replace the system and no resolution yet I finally get a mail from Xerox and I quote " Dear Mr. Pinto, Greetings from Xerox India. This is further to our communication regarding Xerox Machine Model no. WC3220, Serial no. [protected], Purchased on 13/05/2013. We would like to inform you that upon receipt of your email, we have deputed our engineer at your place to inspect the machine so that necessary repair action can be carried ahead.Upon inspection engineer observed that Scanner assembly is having fungus on glass as well inside scanner. Since the defect is due to external factor and not inherent to the machine, this is beyond Xerox’s Control. However, the matter has been discussed with the management and as a special gesture towards our customer satisfaction we offer you to replace the Complete Scanner assembly on free of cost basis. We regret to inform you that we shall not be able to comply with your request for replacement of the machine as this is old model and also the Partner from whom the machine was purchased is no more associated with us. We solicit your kind understanding in this regard and would request you to kindly allow us to initiate the repair action. Please be informed that the required Spare will be ordered only after your repair confirmation. We await your response on the matter." Its really hard for me to believe that the so called external factors, which were evident right from the day of purchase and still continue to be there become the responsibility of the customer, I have used products from their competitors for more than a decade with not a single problem whatsoever and I can prove the same. I have been raising my objection with the defective piece right from day one. I have logs of correspondence with their local dealer. Even the registration mail which was send with a screen shot of the state of the machine. I was continuously reassured that things would be looked into and finally after more than 4 months the engineer appears. Then after a few rounds of discussion I was promised a replacement of the product. Now as per the mail above it appears that I have to stick to the defective piece with just the replacement of the scanner assembly!!! The patience of the Indian consumer is miss used and will not be taken lightly I had responded sternly to their message stating my disagreement with their resolution and I quote "I am thoroughly shocked with this kind of response and service from Xerox, This was my very first trial basis purchase with Xerox. I am really perturbed with the kind of an arrangement you propose and that too sounding like a favour on me. kindly arrange to take your machine back if this is the case as I have not been able to achieve anything with it nor put it to any use. As a consumer why do I have to face the brunt of the poor quality supply chain of Xerox. I am very very disappointed with the resolution come about that too after being promised a replacement more than a week back. To be frank I do not have the time or patience to follow up with you'll anymore. I would propose your management to reconsider the "special gesture" made and indemnify me appropriately." to which I get the following reply from Xerox " Dear Mr.Pinto, Greetings from Xerox India and Wish you a very Happy and Prosperous Diwali. This is further to our communication. We would like to inform you that the Complete Scanner assembly has been arranged and is expected to reach us post Diwali. Kindly bear such time with us. Best Regards Team Wecare I hope Xerox acknowledges or come up with a better solution, not only was my money blocked with this unusable machine, I have lost so much of time in trying to get them to understand my point that the Indian consumer cannot be taken lightly anymore. We pay for quality, "AND WE EXPECT THE SAME"