ComplaintsforXerox Corporation

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our company had a contract with Xerox for one printer and toner. We canceled the contract and returned the equipment in March 2024. We continue to receive bills despite (last bill is attached)confirmation from Xerox that our contract is canceled. Additionally, we receive monthly toner usage requests. I have spent HOURS trying to get help from Xerox.

  

  Business response

  10/16/2024

  Hello Ms. ******, we asked our teams to review your account, and they confirmed the account is now closed and there are no open balances.  Please let us know if you now see the same or additional reconciliation is required from your view. 

  Thank you,

  Xerox

  Customer response

  10/16/2024

  
  Complaint: ********
  
  I am rejecting this response because why is Xerox sending invoices and requesting toner usage? The most recent bill - September 2024 - was attached to my complaint.  We cancelled our contract in March 2024.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We came to the end of our lease agreement in July of 2024. In February I reached out with written notification that we were ending our partnership and I would need instructions on returning the unit. I have heard nothing. Since that time I have also sent several messages through their online portal support requesting the same thing. And they continue to charge me despite the fact that our contract has ended and I have notified them that I need to return the machine. This company has been an absolute nightmare to work with.

  Customer response

  09/05/2024

  Hello - when I messaged them that I was reporting this to the Better Business Bureau they sent me a return authorization. I am still waiting to hear back on the credit I am due. Thank you. 

  Customer response

  09/05/2024

  Hello again - I just got an email back saying they are crediting me for the outstanding balance. You can close this. Amazing how quickly a company responds when you mention the BBB. Thank you.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm an IT consultant, have been one for 35 years.. I purchased a Xerox Versalink **** ******* *** ********* for a long time client. It began having intermittent paper jams within a week after installation last week of May 2024. Apparently this printer by default as an "on-site repair" warranty. Contacted Xerox, provided their support with the model/serial number, connected rep to printer remotely - they saw all the error codes in the printer's log. They created a case and setup an onsite service call. It took multiple calls back to find out when the tech was coming (days later), and nothing was done. Setup a second case, after a delay the replaced a couple parts, same issue. Called and setup a 3rd case, they ordered a new fuser assembly, it took 3 times for the correct part to arrive. The tech became non-responsive, so I went and replaced the fuser myself. Printer still jams - this is 3 months later back and forth. Was told by two different "supervisors" that they were going to schedule a tech (4th case number for same printer) to come out and recommend replacing the printer. A different tech finally came back, and said he couldn't do anything because he didn't see the jam himself. At this point it's been 10-12 hours of my time wasted, and many instances of time wasted by the client restarting failed print jobs. Supporting documents if needed would be emails between myself and the client. Case numbers are as follows: 1. ******** ** ******** ** ******** ** ******** All case numbers are for the same printer, over a period of 3 months for the same unresolved problem - intermittent paper jams.

  

  Business response

  09/05/2024

  Hi *** *********** I understand our Technical Service team is working with you to resolve the issue.  Sorry for the issue/s you have experienced with the device. 

  Thank you,

  Xerox.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need pretty simple help with my printer and I've called several times, they ask for my serial number, I give it to them and they say they can't help me because they don't have my serial number. this is total bs because the first person I contacted (last week) looked up my serial number, saw that I had a laser printer and transferred me to the department that handled laser printers. A manager was supposed to call me, that hasn't happened, and I also tried to contact their executive Mr. B****, through linked in. crickets. Spent several hours with these people getting nowhere. so disappointing, can you help me? thank you Xerox **** printer SN:*********. ticket/case # JF988820 thanks again

  

  Business response

  08/21/2024

  Hello Ms. Klein, sorry to hear of the issue with your device.  We will research and respond shortly.

  Thank you,

  Xerox.

  Customer response

  08/21/2024

  
  Complaint: ********
  
   I have no idea when they will call back. they were supposed to call back before and did not so don't trust it. what do I do if they don't call?
  
  Sincerely,
  
  ***** *****

  

  Business response

  08/26/2024

  Hello *** *****, I believe our technical service team has been in contact with and has resolved the issue.  Let us know if additional support is required.

  Thank you,

  Xerox.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a numerous problems with our Xerox ********* *****. We were told by Xerox on 2 different occasions, in 2022 and in 2023, that if we could prove we purchase Xerox genuine toners the warranty would extend free year on year for 5 years from the date of purchase, Oct 2021. After contacting Xerox support 5 weeks ago we still have not received a response in regards to the latest problem. We were told the product is no longer in warranty, despite us being able to prove we have only used genuine Xerox toners since the printer was purchased, and because of this we would need to pay for an engineer to come and assess the problem, and that we would be sent a quote for this service which we still haven't received 5 weeks later. We contacted Xerox at the beginning of June 2024, and chased again 2 weeks later. We were told we would receive a quote that day but never did, so we chased again the week after, and again, was told we would receive a quote that day but never did. We then chased again on the 15th of July and was told this had been put through as an urgent request and on the 26th of July still haven't heard back! We chased again today (on the 26th July) only to find they have been emailing the wrong email, which we have asked them to change on 4 different occasions since we logged the first problem with the printer in 2022. They have confirmed each time the email has been updated when it clearly has not. Because of this, the notifications to apply for an extended warranty (even though we have never applied for the extended warranty, this has automatically been applied by Xerox year on year) were also missed as they were sent to an incorrect email which Xerox assured us had been corrected. I was told today a supervisor would contact me to discuss my complaint which surprise, surprise, has not happened! The customer service has been totally inadequate and incompetent and we would like to be contacted asap for a resolution as soon as possible!

  

  Business response

  08/09/2024

  Hello Ms. *********,

  Apologize for the issue I have been in contact with our service team, I understand the issue is now resolved, please let us know your feedback.

  Thank you,

  Xerox

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A check in the amount of $409 was sent to Xerox Corporation, ** *** ******, ******** ** ***** and was cashed and deposited into their ***** ***** Account #********** *** ***** on 12/30/2023 and to date has not been credited to our account or refunded. They claim they do not have this payment - when in fact they do somewhere in this company. In our error, the payment was sent to the wrong address as well as another. One of these payments was received and credited to our account. We have been trying to resolve this with Xerox for months to no avail We would like this money returned to our business - as they have received their funds through an EFT agreement.

  

  Business response

  04/16/2024

  Hello Ms. *******, sorry to hear of the issue you are having with your payment application. Can you please provide the device SN/s, Invoice number, or customer number for which the payment was intended?

  Thank you,

  Xerox.

  Customer response

  04/16/2024

  The attached is the invoice we received and sent payment in to. Unfortunately, we didn't realize the billing address changed from our prior lease so, the payment was sent to ******** ** instead of ******* **. Your ******* team says that they cannot find this check. It was cashed somewhere in the Xerox Corporation. The invoice should contain all the information you are looking for.

  

  Business response

  05/14/2024

  Dear Ms.*******, apologies for the delay in responding and for the issue noted, we have located your payment and a refund check should be forthcoming. 

  Thank you,

  Xerox

  Customer response

  05/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Xerox Financial Services is our copier lease provider. I was asking for Amortization Schedule for bookkeeping purposes, however they could not provide it. So I asked for the interest rate but they refused to provide it also.

  

  Business response

  04/03/2024

  Hi Ms. **********, can you please provide a Serial Number or Customer Number to help us locate your agreement.

  Thank you,

  Xerox.

  Customer response

  04/04/2024

   

  This is in response to Xerox Corporation questtion on serial #. Please see  information below

  ** ********

  model/product# ******** 

  Xerox ********* ***** ** ****** ***

  

  Business response

  04/16/2024

  Hello Ms. **********,

  Apologies for the delay in responding.

  As this is a true lease with a rental payment, there is no interest rate.
  Amortization schedules should be able to be completed by your accounting group. 

  Thank you,

  Xerox

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We own a Xerox **** All In One Printer. We've posted a question on the Xerox Community, and have had no replies back. We have emailed Xerox, and have had no reply back. If someone could please reply to our post in Xerox Community, we would appreciate it. ******************************************************************************************************************************** We want to know if this printer is compatible with Win 10 and 11. We used to be able to print wirelessly to it from a Win 10 laptop and can't seem to get it re-connected. Downloaded the Global Print Driver, to no avail.

  

  Business response

  04/03/2024

  Hi Mr. **********, I believe this has been resolved by our support team.  Please confirm.

  Apologies for the delay in response to your original post.

  Thank you,

  Xerox

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of xerox for several years, I was transferred to the ******* ******* ***** ******* without my consent. Since this happened I have had nothing but problems with my billing being incorrect and broken promises and poor communications with the company. I would like to be placed back on XEROX directly for my service contract and have tried several times to reach out but all i get is a phone that rings and no one ever answers. When I do call the ******* ******* ***** ******* about my bill I get people that either can not understand what I am talking about or transfer me to phone #s with nothing but dead air. I am seriously thinking about moving over to another provider for my copier if I can not get someone to help clear these issues up. Please feel free to reach out to me anytime. If I am not available please leave a message I WILL call you back.

  

  Business response

  03/19/2024

  Hi Mr. *****, sorry to hear of the issues you are experiencing.  Do you have a Customer number or a Serial Number/s you can share so we can investigate further.

  Thank you,

  Xerox.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  it started in May of 2023, where the company charged MSS a late fee for non-payment. However, we had a $107 credit on the acct. They charged us a 25 late fee on 10.70 charge. I paid the bill and continued to pay the bill and realized I had a credit on the acct. They sent us some of the credit back however, never gave me credit for late fees when they already had our money and should have never been charged the late fee. I went round and round stating we are canceling the acct back in Oct. Got nowhere as I never talked to the same person. Finally in Nov 23, I was told to reach out to our rep. I did. She even told me she was going to have problems with reaching them. She got nowhere. I finally received calls regarding past due amounts. I refused to pay until I spoke to someone to get the acct fixed from May. I told them several times I was canceling at the end of the contact. Dec 23. They since have still to credit us the money back. They have blamed it on me stating I didnt do what I was supposed to do. I have emails and very detailed notes from everything that has happened. I sent that to the acct manager, and she still responds with, "I didnt do what I was supposed to do." Now they are telling me I am getting penalized for ending a contract early for 2024 as the contract already renewed on Jan 1. I also got a letter stating our acct is in default. Now my acct is in review as of the latest. After they tried to settle. I have additional emails sent to Xerox and Julie (acct manger) if needed

  

  Business response

  03/13/2024

  Sorry for the issue, we are reviewing this with the support teams and will provide additional information shortly. 

  Customer response

  03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: they have been reviewing this for 3 weeks now.  I was willing to pay the 96.53 to close the account and the are trying to charge me 140 and change.  They had my money, charged me late fees on 25.00 on a 10.00 bill.  I tried to cancel in Nov and Dec and they automatically renewed my contract.  I will pay the 96.53 and be sure to never recommend them or ever do business with them again!!!
  
  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩