Nelowet

This is a long story and first and foremost, I admit I made a mistake!!!!

As business owners we all...

This is a long story and first and foremost, I admit I made a mistake!!!!

As business owners we all know that customer service and satisfaction requires a little flexibility, and that's what this warning is about.

I publish a direct mail piece and recently a client asked me to print and mail tri-fold flyers for them, 25K a week.

The first thing I did was call Teresa @ nelowet being that I had bought a printer from her before without any problems.
She made me feel like she would jump in front of a bus if that's what it took to earn my business (later to find out that she's the bus driver).

I told her that I needed something fast (25K a week), she gave me a price and to shorten this a little I bought it with a high dollar service plan.

A week later it was delivered, Missing the paper deck attachment and being told that the service guy would be back for training and the first major service.

Day one: making copies, black lines appear on copies, service guy w/o major service kit comes and fixes it.
Day three: Out of toner after 8K copies (wouldn't toner be filled before delivery?) toner out of stock need to wait until tomorrow. Service guy comes still no overhaul kit, just toner.

Day five: I get bad news, due to circumstances beyond my control I am not able to do the mailing job.

AGAIN, I am responsible for my own decisions but I do expect a little flexibility with people I do business with. I guess it's that do unto others thing.

I called Teresa and for the first three minutes she was still my best friend until I explained that I needed to return the copier, and of course I would pay for transportation both ways, the little bit of usage that I put on it and for the trouble that I had caused.

That's when she jumped into the bus. She explained that there's a ZERO! (not even up for discussion) return policy on used equipment.
And since I had received holier than thou service (see my first five days and I still don't have paper deck attachment or the needed service) I was an idiot for even asking. At the end of the that conversation she said that she would get back to me the next day.

The next day:
She called like she said she would. She said that she talked to Cathy at IMS and that they would help me market it to the other members for me. I then remarked that I would be paying fees ($1050) for a product the I wouldn't have and I asked again if we could work something out for a return, again offering to pay for all of the expenses and trouble. She again reminded me of the fantastic service and that was the only thing she could do and than shockingly hung up on me.

Today I spoke with a manager at IMS corporate office and she said that she had similar issues with Nelowet and mediation was out of the question.

As of today(a month into it) I have a high speed copier w/o service or the paper dock that I paid for collecting dust in my house. I have a bill for fees from IMS and a negative balance in my trade account and ZERO progress when it comes to them "marketing it for me".

Yes, I would love for this to get to Teresa and have her acknowledge how the lack of flexibility is unreasonable so we could still "work something out".
It would be great but I don't expect it.