Kyocera Document Solutions West

Our company has been clients of Kyocera for years when we decided last year to do a trial run of a new copier. Our sales associate, who was wonderful to work with, promised us that we could use it free of charge to see how it performed. After having the copier for a week or two and it still had not been picked up, I emailed and called our Sales associate and he said we should keep it until our Committees had decided whether or not to keep the copier or not. Upon review from our Stewardship committee, I was able to relay the good news that we would indeed be signing a new contract with Kyocera! Gregg came out and we signed the contract on August 10 - the problem is that no one ran the numbers on the copier and they billed us for ALL of the color copies we ran while we had the copier in our use for our trial period. Gregg promised that he would take care of this, after months and months he finally said that he had taken care of it, yay! But I continued to receive bills for this past due amount, upon following up on this, I was told Gregg was no longer with the company and that they would NOT stand by their word and after fighting with them for over a year - after emailing and calling with their DManager - talking with multiple people it seems NO ONE is interested in resolving the issue. Now, we are just a small office, but this customer service is uncalled for. When I initially got in touch with Kyocera and their D Manager Alan, I even had the emails that Gregg had sent stating that he would take care of all the charges - and now they say too bad...I say shame on you Kyocera for bad customer service - we will NOT be doing business with you again. I hope that this review prevents another business from doing business with a company that knowingly doesn't stand by it's word and is dishonest. I am greatly disappointed in how they handled this entire situation. When they were trying to earn my business they certainly called and came by the office day and night - but when it comes to following up on a customer service issue there is no one to be found.

UPDATE: A few weeks after I posted this review, I heard from the District Manager, Alan that I referred to above. When he called he said he had been on-line this last weekend and had come across my review and had really taken some time over the weekend to think over the incident. He gave me a very heartfelt apology and apologized that he was not more attentive when all of this first happened. He did not try to make excuses but instead took complete responsibility for the incident. He had called his corporate office early that morning and discussed with The Powers that Be refunding all of the money that was owed to our business. I spoke to Alan on December 18 and received the refund check less than 10 days later. Very quick customer service on the latter end of this ordeal. I appreciate the follow up on this., I will consider renewing our contract when we are due.