On 2/2/06 I ordered 12ea. Remanufactured HP 9000 MICR toners to ship to my customer, Hogan Financial in Flower Mound, TX.
On 3/7/06 I received a phone call from Morgan Hedegore at Hogan Financial telling me that they keep trying these cartridges one after another and they are defective.
I then emailed Elena San Miguel at Sercomp telling her that I need an RMA for these 12 defective toners.
After numerous phone calls and emails to Elena and Terri Mora at Sercomp, I finally (A month later) got the UPS call tags sent to my customer. My customer was instructed to send back to Sercomp with the call tags at Sercomp's expense. And they did. Sercomp received these toners on 4/3/06.
UPS tracking numbers: 1z67w4a40608844528
1z67w4a40608844493
1z67w4a40608844500
1z67w4a40608844484
I then called numerous times again wondering why I haven't received a credit and no one would ever call me back and finally on 4/20/06 I received an email from Terri Mora at Sercomp stating that they tested the cartridges and had the following information:
7 toners were defective (so I will only receive credit for these)
2 toners damaged in shipping therefore, no credit to me
and 3 toners didn't come from their company (untrue).
They even sent pictures of the 3 toners they claim aren't theirs, the 2 that were damaged and in a separate email a picture of what they said their toners look like.
If you look closely at the toner they said was theirs but defective you can see part of the red label. The toners with the white, blue, and red labels they said don't belong to them. They said their labels are green. (Therefore, it proves that the ones with the red label do belong to themI have more proof below)
4/19/06 I called my Sercomp sales rep. Tim Hutchings and he was very unprofessional telling me that he wouldn't credit me for the 2 broken toners b/c it looked as if my customers drop kicked the toners. He said they must have a bad temper and I shouldn't do business with a company like that. He said Once you purchase our toners, they are yours.
When I tried to tell him that for the past 6 months most of my orders were returned (defective) and those two were defective as wellhe said we have no way of testing these two toners, therefore, we can't credit you even though all the ones they did test from the return (total of 7) were indeed defective. And he maintained that those three toners weren't theirs.
4/19/06 I then contacted a person that previously worked for Sercomp and we discussed the situation of how Sercomp is trying to cheat me out of 5 toner cartridges (a total of $894.75). I was told Mike was impossible to work for and this person spent all of thier time processing returns Mike didn't like crediting customers and it was like pulling teeth to get a credit.
I was told the main two companies that Sercomp uses and this person said I should send a picture of the toners (that Sercomp said wasn't theirs with the white, blue and red label) to TTI (Toner Time International) and MVP (Most Valuable Printing) and see if they belong to either company. I decided to contact both companies without telling them I had a return, in hopes of getting the truth.
I then sent a picture of the white, blue and red label toner to both companies. I called TTI and spoke with Kevin Burton, he gave me his email address and said those toners didn't belong to them. His toners had a green label (like Sercomp said belong to them).
I then contacted Saul Silva at MVP and emailed him the same picture. I never heard back from him so I called MVP and spoke with Miguel. I told them that I needed to know if this was their toner b/c I might have an order and Miguel asked me to email him with the quantity I needed and he was going to email me with pricing (I didn't want to order, I just wanted to correspond via email to have proof. But I never got to correspond via email b/c Mike from Sercomp called him before we could email each other). Miguel told me that Saul had printed the picture I sent and that it did belong to them. He said it is our tonerit even has our date code. I asked him to email me that information and he acted unsure of my intentions, so he said let me look into something and call you back. He never called.
4/25/06 After doing my research, I tried to call the owner of Sercomp (Mike Goodman), this was my third call and second voicemailI previously didn't hear back from him. I left a voicemail message this time and he emailed me saying that his server was down and he would call me in the morning.
4/26/06 Mike finally called around noon.
4/26/06 I told Mike what had happened. I said that I know he purchases from TTI and MVP. He said who is MVP and I said, Mike you know exactly who it is. Most Valuable Printing and he said Oh yeah, I wasn't sure if we were talking about the same company. He also said that MVP doesn't even make the HP 9000MICR toners (which I verified with Saul and Miguel that they can get these toners) I told him that I had ordered a total of 22 of these particular HP 9000MICR toners from him in the past and had a return of 16 (73% return rate). (keep in mind that these toners were returned within the two and a half months
I was trying to get this return settled, if these other orders had been returned before I ordered the 12, I would never had placed this order of 12 in the first place). Then Mike said well if you ordered 12 toners, why would 9 have a green label and 3 have a white, blue and red label? I told him that I also had another return for the same customer for 3 of these HP 9000MICR toners that were waiting for credit and it was possible that they sent back those three with the green label and the others three with the white, red and blue labels got mixed in with these 12 to be returned. After Mike realized that I had done my homework, he said I need to look into this some more and get back to you.
After hearing back from Mike telling me that Miguel never said they were MVP toners.
I called Miguel at MVP and I tape recorded the conversation. I asked him why he changed his story after speaking with Mike Goodman and he said he never changed his story and that I misunderstood him (which I did not). He said I don't sell the HP 9000MICR toners. And I said well, when I called you previously you were going to email me with the pricing. And he said well, if you wanted the HP9000 MICR cartridges, I could get them for you totally contradicting himself. He said that he told me that he could get these cartridges and make the label look exactly like the one I emailed him and that I misunderstood him. This is untrue. I verified without a doubt on my first phone call that these did indeed come from them and that the source code was the same and everything.
I received credit for 7 toners and still need credit for the 5 toners totaling $894.75.
0 comments