DecisionOne Decision One - Epson Repair Company - A $4600 REPAIR AND STILL DOESN'T WORK DEVON, PA, Pennsylvania Nationwide
While I am a small business & only one voice I have started to write, and will continue to write to as many of Decision One affiliates, headquarters, clients, manufacturers, forums, etc to get me story out to as many as I can. I have contacted BBB, several Chamber of Commerce where D1 has business with my review and complaint on the disgusting treatment & service that D1 provides. I have never been so angry and appalled at the business practices of a company! And if I can make one person, one corporation, one industry to steer clear of D1 I will be satisfied. That doesn't mean I'll stop my crusade, just that I'll be satisfied, be in Epson, 3M, IBM, Dell, Microsoft, Southwest, American Express, American Airlines, the list goes on.
For a company to advertise as their Mission Statement to deliver outstanding technology support services to organizations is laughable. Digital Imaging Services, what do you get when you combine more than 50 years of service expertise with 75 years of manufacturing experience? I can tell anyone and everyone what we got, RUN AROUND, EMPTY POCKETS AND STILL AN UNREPAIRED, USELESS specialty, wide format printer.
Regardless of manufacturer, age, location, or function of your systems and technology, D1 can service it locally, reliably, and cost-effectively on your or your client's premises. With benefits such as Extended life of technology investments..... NOT OUR EXPERIENCE. DecisionOne- provides a flexible suite of services that are specifically designed to support business and mission critical environments by minimizing systems downtime and increasing systems efficiency and performance, while reducing operating costs. ....... NOT OUR EXPERIENCE. But the very best of all, Full maintenance - DecisionOne takes the first call and provides onsite support until equipment/service is repaired/restored - this statement from D1 couldn't be more of a LIE.
MY VERY UNFORTUNATE STORY AND EXPERIENCE WITH DECISION ONE
If I could rate DecisionOne a negative number I would rate them at -1000. DecisionOne must have an exclusive contract to perform service on the Epson wide format specialty printers. I am a one man shop and my volume in February 2016 was, at maximum,10 prints a day. My F6070 was about 18 months old at the time and started giving me poor print quality. Epson Tech Support had gone as far as they could go before sending out a Service Tech, Larry on Feb 6, 2016. The print head was replaced the first time. Larry thought the new print head was defective and had DecisionOne order another. Over a two week period Larry came out 4 or 5 times.
He was able to get a few good prints after several cleanings and tests and after a week the printer would begin banding again. Larry and I had conversations from initial contact several times since Larry gave me his cell number. Our personal Tech called Epson several times but they were unable to get the printer up and running to get a quality print. I called Larry and left several messages on his cell asking if he would call me back.
On April 12 I spoke with Vickie, A/R at DecisionOne trying to collect on the invoice of $4,500 to NOT repair our Epson F6070. I told her that I would not pay the invoice since the printer was never fix. I gave Vickie our entire story and she sent a DecisionONE in-house email to Deb on April 12. I do not know the position Deb held in the company. One April 13 I was sent an email by Deb stating, at no time should a customer call DecisionONE directly, they must call Epson first. Mind you that each time we called Epson we would have to go through a series of test, fix attempts and the hours accumulated.
In the mean time we have irate customers at this time and have lost several clients. And by this time we were coming very close to our 90 day warranty work.
On Sunday, April 17 I sent Deb, D.O., an email stating that I contacted Epson April 12 and again on the 15th and I was still waiting to hear back from Epson. (Vicki, A/R followed up with me on April 14 confirming if I had called Epson. On April 13 I spoke with Eric at Epson for approx 45 min. giving him all information on our circumstances. Eric understood that we were experiencing the same issues as we had in Feb.) Our owner had to leave the office and wasn't able to talk with Eric further trying to fix the matter and Eric said he would contact us on the 15th).
At this time we had completely no confidence in DecisionOne's ability to help us. Nor did we feel that Epson was willing to do anything else for us.
Sept 1 Vickie called me again. I told her that the matter had never been rectified and the Epson F6070 was still down and out. At that time Vickie copied me on an e-mail that she sent to Mark (last name withheld), Director of Field Operations and Mike (last name withheld, unknown position) asking them if they would please contact us. Mark replied with that email, The account appears to be in IL, therefore I will ask Steve (last name withheld) to contact the client and have a discussion with her. Coping Steve on this e-mail.
I am still waiting for the phone call from Steve or Mark or Mike or Larry, Friday, February 12, 2017. However I did speak with their Collection Agency who told me that they were willing to drop our cost from $4500 to $4000 and again to $2250. I told the Collection Agency in January that DecisionONE is welcome to come get their expensive parts because they have never fixed our printer and have cost us several lost accounts, revenue.
So this is where we stand. Of course now I have asked for advise from my legal counsel again (he had made a suggestion that I offer only the wholesale cost of the parts, that DecisionOne should not profit from the parts, nor will we pay for the labor or travel costs).
Truly what a HORRIBLE company! HORRIBLE CUSTOMER SERVICE!!!
I urge any potential clients of this corporation to think twice about using/contracting with this company. Their lack of knowledge on repairing speciality equipment is false and this only reflect negatively on your company for sending your customers to them! EPSON, THIS IS DIRECTED SPECIFICALLY TO YOU ON OUR CASE
COMPLAINTS SENTBBBBIZAPEDIACHAMBER OF COMMERCEISHCC