JB Print Solutions

I’ve never encountered a company with worse customer service. They answer their phone when they feel like it, don’t know much information, and do not call back when they say they are going to. We used them one time. I called the owner of the company to ask about their rates and to clarify an issue. He returned my call telling me he was told I was «asking for a discount». I told him that wasn’t the case, but I wanted to clarify his rates and tell him I didn’t think it was fair, since it was the same work order; I did not think it was fair to charge a flat rate (up to 2 hours) for a technician to come to our office and simply look at a machine (after I had faxed them samples of the copier quality, which blatantly gives away what was wrong) on one work order and spend more time «cleaning» it with a dust cloth than looking at it, only to be charged AGAIN when he came to actually fix it — again, the SAME work order. He became defensive, got an attitude and began to lecture me on how to run a small business and how this was a flat rate and that it didn’t matter how long it was. He was basically almost yelling at me, because I was questioning his rates. I agreed that a flat rate is a flat rate, but I also told him that the amount of work involved, did not constitute their flat rate, and that if it was up to 2 hours, then theoretically I still had an hour and a half I didn’t use. I was under the impression that he would be able to actually fix our machine the first time he came by, it was two simple and standard parts that needed to be replaced. In the end he told me he would give me a 10% discount the next time we used their services. The parts were ordered (by us) and we received them on a Thursday morning. I called them immediately to schedule a technician to come out to our office. I was told he would be there before noon on Friday morning. Friday morning, we waited and waited and finally at noon, I called them. I was informed that the tech. was still on his first call, and she would call me back. I called back at 1:30, and there was no answer. Called again at 2, again, no answer. Tried again at 2:15 she told me she would find out and would call me back. I called again at 3 and explained that we closed at 5 and that we needed someone to come out before then. At 3:30 when I had to call them back, again, she informed me that he was still on that call and that we would be the first call of Monday morning. Well, it’s Monday, now. I called them at 10:15 am. No answer, left a message on their answering machine. Called again at 10:45. She told me that the tech. had an emergency and couldn’t come out today, she wanted to reschedule for tomorrow. I flat out refused, and asked her if they could send someone else. She said «no» because «the same tech that opened your machine needs to be the one who fixes it». I explained to her, that we are a busy office, and not having a copy machine for this long is not a good thing. She said she would figure something out and call me back. It’s 11:45am. I did not receive a return call yet, so one of the guys in our office took a stab at replacing the parts. He succeeded. I just called them to cancel our request and told them I would no longer use their services. Ever. We were told by them, we couldn ‘t replace these parts on our own. I hate to say it, but we did replace them on our own, and now our copier works perfectly. I wish we would have taken a stab at it on Friday. They don’t care about the customer, in any sense. They become argumentative and/​or defensive if you are asking questions that they don’t have the answer for or if you are not pleased with what they are telling you.
Don’t get me wrong, I understand having to wait and paying for a service. But, we basically paid this company $ 125 for them to tell us we had to replace a part and that if they ordered it, it would be more expensive than if we ordered it ourselves. One work order, is ONE work order. If he has to come back twice on the same work order, it doesn’t matter, it’s the same problem he was supposed to fix the first time around.
In the end, I suggest using Professional document products. They are the company we usually use, and I have never, ever had a problem with them, they are more expensive, but with the quality of service that they provide, it’s WELL worth it. I’m definitely going back to them, lesson learned. They also understand the idea of a work order.