• Report: #934547

Complaint Review: Neopost

  • Submitted: Wed, August 29, 2012
  • Updated: Wed, August 29, 2012

  • Reported By: Lynn — Manchester New Hampshire United States of America
Neopost
478 Wheelers Farm Road Milford, Connecticut United States of America

Neopost Mailfinance, Hasler CANCELLED LEASE Milford, Connecticut

*UPDATE Employee: Read your Lease Agreement!

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Stay away from this company. They cancelled my lease which I was pleased they did - but now are trying to collect over $6,000.00 from me fraudulently. I have spent 18 months trying to get this resolved with anyone in the company - everyone I get in contact with (if you are lucky to even reach anyone) cannot help or follow through on anything. Postage meter is a total piece of crap. Did the exact opposite of what they said it would do. Machine spent most of its down time in "sleep mode" and sucking down ink like a drunken bum. Postal increases never downloaded in timely fashion. The list goes on.  I have finally hired a lawyer after they levied a charge for the pleasure of putting my money in my machine to pay my postage for products sent to my customer's.

You would be better off using any other method for postage. Also, they change their name frequently. That makes you wonder what is actually going on.

The final comment to me was I needed to be patient as they were victims of hurricane Irene. The hurricane came one year after the initial incident. If stupidity was painful, WOW!

This report was posted on Ripoff Report on 08/29/2012 07:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/Neopost/Milford-Connecticut-06461/Neopost-Mailfinance-Hasler-CANCELLED-LEASE-Milford-Connecticut-934547. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 UPDATE Employee

Read your Lease Agreement!

AUTHOR: amberd910 - ()

I work for a dealer of Neopost USA. Neopost USA is our corporate office. I often find it funny that people have no problem bashing the company yet take no blame for anything themselves!

When you signed your lease agreement, did you actully read it? It clearly states that lease terminations or cancellations need 90 days written notice to be terminated/canceled. Once they receive a letter or email with your request the ball then gets rolling to resolve your issue. The information is passed onto a special department who will verify if you can indeed terminate your lease. Just because you don't want the equipment anymore does not terminate the lease agreement! You signed a contract for however long of a term therefore you are responsible for the cost of the lease! It is the same thing if you were to lease a car. It doesn't matter if you never drive the car and it sits in your driveway for 36 months. You still have to pay for it, and if you refuse to, the repo man comes and it's sold at auction and you are sent a bill for the difference. Just because you want to terminate your lease agreement on your mailing system does not make your balance go away!

Then, once your account is clear and in good standing or paid to satisifaction, the termination is submitted to the Asset & Recovery Department who then creates prepaid FedEx labels with an ERA number associated. They would have emailed you the ERA number to return the equipment on.

Clearly, none of this happened since, based on your posting, I am gathering that you did not satisfy the terms of your lease and you owe a balance so they will not send return labels for it to be picked up and the account closed out.

As for your ink ordering problem, have you ever heard of ordering on-line so you can view and track your order? Or even when you called in the first time why wouldn't you ask or take down the order number? It states right on the on-line shopping section that ground orders take 7-10 business days to arrive! Even 2nd day and overnight service is not guaranteed for faster service as there is procesing time for your order. They have one warehouse in Memphis, TN where everything is shipped from and there are only so many hours in a day and workers to pull, pack, and ship items. Also, if you were to have ordered on your MyNeopost account on-line (it's free for all Neopost customers). you would have been able to see your entire order history, check any open invoices, pay for any open invoices, even check your postage usage history. It's the same thing if you were to shop on-line at WalMart or Target, you make an account, save your user name and password and voila! You have access to your past information. Wow, welcome to the 21st century.

As for the name change, I have no clue where you came up with that one. Neopost USA has been Neopost USA for as long as I can remember (and I have been with my dealership for over 11 years). Neopost USA OWNS Hasler. There is also MailFinance who is Neopost's internal leasing company, and also NeoFunds which is another option for postage downloads, basically it is a line of credit offered depending on your equipment model type and postage usage.

If you are concerned that your machine never worked right from the beginning I am not sure why you never called in for technical support? I'm not sure of the model of your machine but, depending on the model, you could have had a technican come out to fix your machine or call Neopost USA directly for an equipment swap out. Also, how did you have your connection for postage - was it modem or LAN? The modems have a high failure rate since they connect through analog phone lines (fax machine lines) which are very outdated. Therefore, anyone with a new machine is always told that LAN is the most reliable way and most efficent way to go. When the USPS declares a postage increase every single customer who has a postage meter has to update their rates (as long as they have a scale). THere are severs the machines connect out to, which are the same servers which people connect to when adding postage. So imagine over 500,000 machines trying to dial out to the same server to download postage and download USPS postage increases. Add a modem connection to that and you are bound for failure. If you had a proper LAN conection set up, they would have downloaded in about 1 minute, tops. As long as you went over to the machine and downloaded the rates. THey do not download automatically which some people are under the impression of.

Granted your post was from a year ago but I just happend to be browsing this website. By now I hope your issues have been resolved. Whenever you have an issue it is always best to contact your local dealer so you are dealing with someone local. When you call the Neopost phone numbers you are reaching the call centers located in Carrollton, TX. The employees in Milford do not answer customer service phone calls. The employees in Milford are in areas such as postal compliance, credit & collections, A/P, marketing, H/R, and Order Entry (for equipment orders from dealers).

As I stated above I do hope your issues have been resolved at this point. Remember, before you ever sign a document, you need to take the time to read and understand what it is your are signing and what it is you are getting for it. And always ask for a copy of what you signed. This goes for any document you present to someone. Would you purchase a car and not ask for the paperwork? I think not. Sometimes we all just have to use our brains just a little bit more,

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