To any business owner considering using NortheastCopier Systems ( "NCS") for copier equipment and services, let my experience guide you.
In short, we just threw out $20,000 worth of copiers- 2 machines- each a year old. We couldn't take the iies and hassles any longer.
To put this complaint in context, we have purchased and/or leased high-end business copiers from NCS for approximately a decade. We are not newbies to their organization. Service during this time was never outstanding by any means nor was it deplorable- very mediocre.
I am in a visually-dependent medical and surgical subspecialty and many of my patients have sub-normal vision to begin with. The clarity, color rendition and ease of reading our many patient-directed documents is criiitical to the welfare of the patients and ultimately to the welfare of the practice.
I personally reviewed the copier purchase with several NCS sales personnel prior to "upgrading" to their Xerox copiers a year ago. I told them neither myself nor our staff was particularly happy with their service on our then-current machines, and that we would probably be looking elsewhere to upgrade.
Wanting to play nice and keep the business local, I went ahead and purchased the two new Xerox machines from NCS. Why?
Because they assured me face-to-face several times that they were aware of their prior deficiencies in customer service and that it was all behing them. They had a new service team and they were now partnered with Xerox. According to NCS, I would be pleasantly surprised at their new devotion to customer service.
Furthermore, they suggested I purchase a Fiery. I had never heard that term before. It was explained that it was a special additional piece of equipment, and when added to a high-end business copier would generate near-professional quality copies. A few thiousand dollars for said Fiery.
Fast forward to the complaint. Color copies were terrible right from the start. Worse than our prior machines. Too many service calls to count. I said the machine was a "lemon". They resented my criticism.IO asked them to remove the machines and replace them. I showed them repeatedly copy after copy that was indistinct, smudged, very hazy type quality. They kept trying to say all was perfect. No kidding. Yo know th eexpression : " YO can put lipstick on a pig,...."
Nine months go by. Copies still suck and are getting worse. I complain more forcefully. Finally an out-of-state company which is described as a " color specialist" is brought in. Guess what: the Fiery was never ever even hooked up! Unbelievable. They sold me a piece of equipment that they didn't know how to install. On top of that they kept insisting that the Fiery-less system was producing great copies and that me and my staff were unreasonable. " We now what we're doing. This is a great machine".
For the first time in nearly a year, voilla- we have great looking patient copies. Everybody is happy, right?
Not quite.
Apparently the "new" staff and management at NCS, I supset, took it personally that they were called out for not knowing what they were doing and that another Xerox service company had to be called in to fix the problem.
Instead of wanting to move ahead with a long term now-happy customer, they apparently felt it was a good idea to perhaps seek revenge on the complainig customer.
How you ask? Simple; try to hit them in the pocket book. Once the system was up and working fine, we threw out thousands of pre - printed forms, consents and myriad other patient disclosures because of the terrible print quality, and we re-printed them on the new Fiery system. Mr. Martello, President NCS, felt it appropriate at that point to attempt to bill us for several thousand dollars of "overages". What a rip-off.
We said no; we had been good customers for years and had always paid our invoices on time without any push-back. More as a matter of principal than as a matter solely of the amount of money involved, we felt that the "overages" were solely due to the accumulation over nearly a year of terrible-looking copies that we were told were "fine".
I just spent another $20,000 on two new Canon copiers. Perfect service right from moment number one. You know what? We don't need a Fiery. Great looking copies right off the bat. No hassles from the installers, the IT specialists who connnnected up our staff's work stations, and a sincere willingness to understand our business needs and to work with us as opposed to selling us stuff we didn't need and hassling us for service that we were told would be exemplary.
I chased this complaint all the way up the Xerox corporate infrastructure and got nowhere. Bob Martello and the NCS staff seemingly took offense apparently that a customer would have the audacity to go around him with a complaint. Too bad I say.
In conclusion, our experience with NCS was an unmitigated disaster. I wasted a great deal of time and money on them.
My advice is to not believe their sales staff, their promises or anything else. They will hold you to the contract despite not knowing what they don't know about the very equipment that they are selling.
Northeast Copier Reviews
To any business owner considering using NortheastCopier Systems ( "NCS") for copier equipment and services, let my experience guide you.
In short, we just threw out $20,000 worth of copiers- 2 machines- each a year old. We couldn't take the iies and hassles any longer.
To put this complaint in context, we have purchased and/or leased high-end business copiers from NCS for approximately a decade. We are not newbies to their organization. Service during this time was never outstanding by any means nor was it deplorable- very mediocre.
I am in a visually-dependent medical and surgical subspecialty and many of my patients have sub-normal vision to begin with. The clarity, color rendition and ease of reading our many patient-directed documents is criiitical to the welfare of the patients and ultimately to the welfare of the practice.
I personally reviewed the copier purchase with several NCS sales personnel prior to "upgrading" to their Xerox copiers a year ago. I told them neither myself nor our staff was particularly happy with their service on our then-current machines, and that we would probably be looking elsewhere to upgrade.
Wanting to play nice and keep the business local, I went ahead and purchased the two new Xerox machines from NCS. Why?
Because they assured me face-to-face several times that they were aware of their prior deficiencies in customer service and that it was all behing them. They had a new service team and they were now partnered with Xerox. According to NCS, I would be pleasantly surprised at their new devotion to customer service.
Furthermore, they suggested I purchase a Fiery. I had never heard that term before. It was explained that it was a special additional piece of equipment, and when added to a high-end business copier would generate near-professional quality copies. A few thiousand dollars for said Fiery.
Fast forward to the complaint. Color copies were terrible right from the start. Worse than our prior machines. Too many service calls to count. I said the machine was a "lemon". They resented my criticism.IO asked them to remove the machines and replace them. I showed them repeatedly copy after copy that was indistinct, smudged, very hazy type quality. They kept trying to say all was perfect. No kidding. Yo know th eexpression : " YO can put lipstick on a pig,...."
Nine months go by. Copies still suck and are getting worse. I complain more forcefully. Finally an out-of-state company which is described as a " color specialist" is brought in. Guess what: the Fiery was never ever even hooked up! Unbelievable. They sold me a piece of equipment that they didn't know how to install. On top of that they kept insisting that the Fiery-less system was producing great copies and that me and my staff were unreasonable. " We now what we're doing. This is a great machine".
For the first time in nearly a year, voilla- we have great looking patient copies. Everybody is happy, right?
Not quite.
Apparently the "new" staff and management at NCS, I supset, took it personally that they were called out for not knowing what they were doing and that another Xerox service company had to be called in to fix the problem.
Instead of wanting to move ahead with a long term now-happy customer, they apparently felt it was a good idea to perhaps seek revenge on the complainig customer.
How you ask? Simple; try to hit them in the pocket book. Once the system was up and working fine, we threw out thousands of pre - printed forms, consents and myriad other patient disclosures because of the terrible print quality, and we re-printed them on the new Fiery system. Mr. Martello, President NCS, felt it appropriate at that point to attempt to bill us for several thousand dollars of "overages". What a rip-off.
We said no; we had been good customers for years and had always paid our invoices on time without any push-back. More as a matter of principal than as a matter solely of the amount of money involved, we felt that the "overages" were solely due to the accumulation over nearly a year of terrible-looking copies that we were told were "fine".
I just spent another $20,000 on two new Canon copiers. Perfect service right from moment number one. You know what? We don't need a Fiery. Great looking copies right off the bat. No hassles from the installers, the IT specialists who connnnected up our staff's work stations, and a sincere willingness to understand our business needs and to work with us as opposed to selling us stuff we didn't need and hassling us for service that we were told would be exemplary.
I chased this complaint all the way up the Xerox corporate infrastructure and got nowhere. Bob Martello and the NCS staff seemingly took offense apparently that a customer would have the audacity to go around him with a complaint. Too bad I say.
In conclusion, our experience with NCS was an unmitigated disaster. I wasted a great deal of time and money on them.
My advice is to not believe their sales staff, their promises or anything else. They will hold you to the contract despite not knowing what they don't know about the very equipment that they are selling.