Complaint Product is less than 9 months old and the motherboard went bad.It cost half the cost of machine to have service done on it. Should have been replaced. In December 2013, we purchased a Martin Yale 1611 paper folder for $619.00. In August 2014, the machine stopped working(and it was not used much at all). We called the company and they said the motherboard went bad and they would send a new board out for free, but we would have to call a different company to install it (they don't do service calls in our area). So they recommended a company. That company came out and installed the board. We were then charged $298.00 for the service. I called ***** at Martin Yale, and told him I didn't think that was right for something brand new, and they knew without looking at the machine that the motherboard was bad, that we should have to pay for this service. I told him I felt we should have received a new machine do to the age. I wish people/companies would stand behind their products.
Desired Settlement I feel the charge of $298.00, should be refunded to us. Seeing the age of the machine and how little it had been used, the company should have fixed or replaced it free of cost.
Business Response Contact Name and Title: ***** ******/Finance Contact Phone: XXX-XXX-XXXX Contact Email: ************@martinyale.com The machine was out of the 90 day labor warranty. It was within the 1 year parts warranty. The part was sent at no change. The part could have been installed themselves but elected to hire a technician. They are responsible for the labor portion.
OFFER: We did send the part at no charge as our warranty calls for. The machine itself was out of warranty, so we are unable to refund the cost of the machine.
Complaint Purchased GC-10 cutter. machine broke 2 times in 2.5 months. horrible customer service purchased GC-10 card slitter June 2nd. Within two weeks machine failed. called had to return machine and wait over 2 weeks for units return. Have to call 20 clients to cancel their orders cause too long wait. within a month machine broke again. Now they want us to wait an additional 2-3 weeks while returned, fixed and sent back. in mean time no loaner machine, not calling back, absolutely horrible machine and customer service.
Desired Settlement I would like machine fixed correct, or a refund.
Business Response Contact Name and Title: ***** ****** - Finance Contact Phone: XXX-XXX-XXXX x317 Contact Email: ************@martinyale.com Martin Yale received the damaged machine on Friday, August 23rd. It was inspected and found to be working improperly. We are sending out a new machine Tuesday, August 27th. This new machine has been inspected by two individuals before shipping.
OFFER: A new machine is being sent out promptly. This machine has been checked multiple times to make sure it is the desired quality.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They are sending a tech out as the third machine they sent us is also defective. Looking at this point to get a refund.
Final Business Response After speaking with the customer, it was determined that this was an application problem. Our salesman spoke to the customer and in an effort for resolution a new/different model machine was sent. There was also an additional machine sent. The customer seems pleased with the new machines.
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BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
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