Purchased a $3,000 copier from Docusource in December. They sell many items on E-Bay, and I had several conversations with their sales person, Brian, on the phone before I was convinced to buy from them. He said that they support all copiers they sell, and if they do not work they will repair or replace them.
Copier arrived before Christmas holidays, when we were short staffed and it was -30 degrees outside. Three units were heavily packaged, and they were unloaded into our warehouse. Our warehouse person was not able to unpackage the items until a few days later, and he noticed that the sorter unit was severely damaged - cracked trays, cracked housing and a door jammed severely. It looked like the thing had been dropped off or a dock or run into something solid at high speed. It was unusable. I contacted Brian, and he said that they could file a claim with the shipping company.
I contacted Brian at Docusource, and he asked me to send him a claim, including pictures, on the damaged item by e-mail, telling me he would get it taken care of. Shortly after the holidays, he was out for some time because his wife had a baby, and after he returned to the office, I sent several e-mails before getting this response back from him on January 14:
Don I turned this over to our service department and do apologize for them not getting back to you. Please call me Monday AM and we will get resolved.
Brian Swaw
DOCUSOURCE OFFICE SOLUTIONS
Addison, IL and Gainesville, GA
630 827-0301
708-334-COPY (2679)
I sent another e-mail a week later, and received a notice from him that "I got the pics and will submit to Lena @ NAVL".
I sent a few more follow up e-mails over the next week, and they were returned. Finally, I reached Brian's cell, and he said that he no longer worked for Docusource, and that I should contact Dale Haynes.
I called Dale and left a message. Then, I sent an e-mail, receiving this reply from him on February 18:
"I am sorry to hear that upon Brian exiting the company he has left you hanging so badly. I spoke with the technicians here in Vegas and none of them have any idea about your sorter problem.
I will pick it up from hear and run with it. Understand that I have not been notified of any of this until now."
He then put forth the argument in another e-mail that, because the damage was not noted upon receipt of the merchandise that they could not be responsible - all of this two months after we received the copier and a month after their sales guy told us he would get the problem taken care of.
Dale then said that we need to get a repair estimate before he could pursue a claim for damage. I argued that the thing as so badly crushed that it would be hard to not see that it was not usable. He sent this response on February 21:
"The time that has elapsed will not affect my ability to file the claim. But as I stated before, I MUST have a repair estimate from a service technician to repair. If it is deemed nonrepairable, then so be it. I just need the tech in that situation to write on the estimate what the cost to replace the entire unit would be, and that would be the price that I file the claim for, up to the entire invoice cost of the purchase."
We then paid $60 for a technician to come in, look at it and say that it was damaged beyond repair and the only thing the technician could do for us would be to find a used on to replace it with at a cost of $800, plus shipping and installation.
I forwarded this information to Dale Haynes a few days later, and did not hear back from him. I sent several more e-mails, finally hearing back from him on March 10:
"I received the estimate and have forwarded the claim to STI... They update me weekly on any outstanding claims and I will forward the progress to you as it goes along."
That was the last I ever heard from Mr. Dale Haynes or anyone else at Docusource. I have sent numerous e-mails and made several phone calls - none have been returned.
After two months more, I sent a final e-mail last week saying that if I did not hear back from him, I would consider this a lost cause.
Good Riddance, Docusource. If anyone is looking for a used copier, I have since found several reputable companies on E-Bay who will stand behind the products they sell. Just take your time looking.
Be aware that Docusource was using the name cpoierwholesale on E-Bay at the time I bought from them. Check out their negative feedback - which may explain why they recently changed to the seller name docusource2000.
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