ComplaintsforSignature Systems, Inc.

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted PDQ to repair a ***** printer. Charged us 225 plus shipping and then return the printer to us damaged and filthy! (how do you get a printer that you repaired so filthy?) and the printer still does not work. When we sent them pictures of the dirty and damaged printer they tried to say the Technician repair the printer in the 'Box" ? so they could not of dropped it? PDQ then blamed *** and told us to file a claim with them stating that *** must of dropped it. *** took the printer and has kicked the claim back to PDQ. Our last communication with PDQ they refuse to refund us for the repair bill or the damaged printer, instead they "stated no, your have to purchase a new printer" PDQ damaged our printer, did not repair the printer and has taken the repair cost. I would like the printer replaced.

  Business response

  10/13/2022

  I received your letter regarding *** ***** and yes, we would like to reply to his complaint.
  
  In regards to the filth on the printer:
  
  We fix their printers, we do not clean them, we repair the bad parts.  The filth is from his own restaurant not our warehouse - that doesn’t even contain food or grease.
  
  We track this via serial #s to make sure the customer always gets back their equipment they shipped to us.
  
  Upon return ***** said the printer was damaged and we did tell him to make a claim via ***-however, for *** to make a claim they must come out on site, inspect the box and device, shaun had shipped the printer BACK to us before that happened so *** had no ability to do a claim-that is why *** pushed it back to PDQ.
  
  We received the damaged printer back and offered to FIX the new damaged area for free, if he wanted the printer cleaned we would need to charge for that though.
  
  Here are the notes from the head of our repair team:
  
  the only thing we can do is replace the chassis cover at no cost and they could keep their dirty back 7 front cover or pay $50 each to replace them.
  
  Or We could ship the printer back to them in this condition and issue the customer a credit for the repair to go towards the purchase of a new printer.
  
  So we even offered to sell him a NEW printer minus the repair costs he already paid.  MORE than a fair offer.  He agreed to buy a new one at a reduced cost.
  
  Here is an email to ***** from our RMA department offering to sell a new minus the repair:  (the “covers” are the plastic shells that are so filthy)
  
  On Sep 12, 2022, at 3:39 PM, Steven G***** <*************@pdqpos.com> wrote:
  
  Hello,
  
  We are reaching out from RMA in regards to the repaired printer from *** *****. Here are some options going forward. 
  
  If you would like, we can have the chassis cover replaced for no charge, but each other cover would be an additional $50. It would be up to you if you wanted the additional covers changed out.
  
  OR
  
  We could remove the printhead from the repaired printer and credit back the $225 towards the purchase of a new impact printer. With the credit, the cost of a new printer would be $190 plus shipping. 
  
  Please let us know how you would like to proceed.

  Customer response

  10/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  They did take the repair cost off a new printer after *** picked the damaged printer up and rejected the claim. Afterwards *** shipped the damaged printer too PDQ.  Regardlesss I was able to resolve the issue with Steven G***** from RMA which he was very professional and helpful. Thanks to him reaching out to us and making this right!
  
  Regards,
  
  ***** *****
  

*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. ↩