Xerox — Service

I had purchased Three Machines off Phaser 3117 Model on 12.10.11 & 13.10.11. During Warranty Period when Two off the Machines were not working I had Complained the Seller off the fault who gave me a Local Service Centre number who denied off giving service to this Model and said that they do not provide support to that Printer and told me to Complain on the Toll Free Number for Assistance. From then on and till now I am still yet to receive Service to my Complain.

History :

I had Complained for Two off my Machines Xerox Phaser 3117 for Some Fault on 04/09/12 at 14.11 hrs and simultaneously One Case No. 304772 was automatically generated for further Reference and an email was sent to me. I again emailed back on 10/9/12 at 10.17 hrs and subsequently an Automated Email Response to my Mail was generated stating to use the above Reference Number for Future Reference.

On 31/10/12 when I found that I haven't received any response irrespective of my calling the Customer Centre few times (the answer was someone will call back to you for assistance and no one called) I had emailed to Xerox against which one Bhavya mailed me asking for Serial Numbers. On Providing the Serial Numbers L93228184 & L93001768 one employee named Sonia emailed be back (Your machine is not under any kind of maintenance agreement with us, you are requested to pay the call charges applicable to your machine. Kindly send your approval to quote the engineer visit charges). Later on when I confronted her she asked to email the Invoice Copies off the Bills which I did. After that she replied (As per your invoice machine is not under any kind of maintenance agreement with us, you are requested to pay the call charges applicable to your machine. Kindly send your approval to quote the engineer visit charges.)

From then on the Problem started :

Upon speaking to her she replied that we hadn't received any Complain to the above and hence we wont be able to provide you Service. Now, Tell me am I here to prove someone that the Case Numbers provided are False or Implicated, I had to take Snapshot off my Inbox & emails and mailed them back to see the Automated response to my Complain but they still were Stubborn.

Lateron one Mr. Amit Jarangal from Team Computers who was also in the Scene was keen to Settle things and he was seeking details of the Case No. 304772 and instructing Sonia to share the Details. From then on much Correspondence happened between all three o[censored]s.

Later on on 09/11/12 I emailed Sonia & Amit when will the Issue be resolved to which he replied Please log the Call under Off Warranty. I was so pissed off at that time and I replied to him (Do you mean that the Machine purchased isnt in Warranty or you guys are shredding away to give Service to a Machine which you cant give Service anymore) to which he replied (pls go through from the invoice date as per warranty status is concern its for 1 year from the date of purchase). I had been telling him that the complain had been lodged in September during Warranty Period and theron we had been discussing on the Issue and now you cant shred away by just saying that the Machine isnt in Warranty. Lateron he told me to share details received and sent by me with Askus (Xerox Service Centre) which I did and told me he will discuss things with Customer care and will call me lateron which he did but the response was the same.

Finally seeking no Help I emailed him back to which he replied on 16th (No Call has been logged pls let me know how can i help you in this, as per system these serial nos are out of warranty) to which I strongly replied (I am unable to understand such lack lustre response from your concern. You keep on repeating the same thing that no Log had been recorded. Am I here to prove that thing that the Case Number provided to me (Case NO. 304772 [Case:319712]) me is Genuine or False. I had already told you that the Case Number had been generated in September against which I had sent you my Inbox (Snapshot) details. I had called to Customer Care in the above matter that time you can check your Records too. I had purchased a Xerox Printer and here I am proving myself to persons in Customer Care and to you that I had lodged a Complain in September. For your reasoning if the complain wouldn't had been lodged in September than how come the Case No. was generated then and how did I received mails from your Automated Servers. The thing is very clear as off now to me that you are trying to evade me off After Sales Services being provided by you as the Printers you had manufactured or I had taken are off Old Models as you guys do not provide Servicing to it. Beyond that the Shop from where I had purchased & the Service Centre of yours had requested me to lodge complain with you and they do not provide Service to the Printer Phaser 3117. Its high time now that you guys had been making me run from here and there falsely implicating that I hadn't Lodged a Complain whereas genuinely I had emails received from Xerox to prove my Claim. If Something doesn't turn up Fruitful from you or Company's end I had to seriously think of taking this matter to Higher Level since I am affecting my Business for your poor Responses. Please treat this as MOST URGENT) to which he replied (We deeply regret the inconvenienced cause to you will assure to rectify asap) and instructed Askus to share further details.

Till now they are sharing details and even after my emails to Mr. Amit I hadnt received any reply till now. He seems to be avoiding the calls too now.

Its not that a mere 5k Printer cant be repaired I am here just looking at the after sales service provided by Xerox. It feels cheated by a High Valued Brand like Xerox who I am sorry to say are good at making Copiers but not at Printers.

Hopefully someone will hear to my Complain and reply back as the Printers are still lying in the shape it was since the time off Complain that is Sep'12.