Subject: Re: Fw: Mandatory Poster Service
From: "Michael B" <[email-masked]>
To: "Ryan Coleman" <[email-masked]>
Date: Wed, 15 Jan 2014 14:43:23 -0500

Hello Ryan.
I was wondering what you found out in regards to All Covered, the credit and the refund.  Let me know asap.
Thank you,
Michael B
LLPS

From: Ryan Coleman 
Sent: Friday, January 10, 2014 11:38 AM
To: Michael B 
Subject: Re: Fw: Mandatory Poster Service

what is the best number to get a hold of you at? 

Ryan Coleman 
Branch General Manager
Konica Minolta Business Solutions Inc.
2851 High Meadow Circle 
Auburn Hills, MI 48326 
248.883.6026 Direct Dial
440.669.6208 Cell
[email-masked] 
http://kmbs.konicaminolta.us

STATEMENT OF CONFIDENTIALITY NOTICE:  This e-mail is confidential, privileged and intended for the exclusive use of the addressee.  Any other recipient of this message is strictly prohibited from disclosing, distributing or reproducing it.  If you have received this e-mail by mistake, please notify us immediately by telephone or delete all copies

On Fri, Jan 10, 2014 at 11:31 AM, Michael B <[email-masked]> wrote:

  Hello Ryan.
  When the issue arose with the additional electrical work that needed to be done, the offer was made to give us payment for the work in the form of a All Covered Rewards in place of your company having to send us a check.   They were saying it would be easier to implement because of the paperwork and the whole process.
  The rebate paperwork would have been submitted with the original paperwork.  I have a copy of the page as I made copies of everything before Jeff or Dave left the office.  If I remember right, Jeff said he would sign everything later and send me copies.  I did request a copy of the paperwork at one time and did receive some but that page was not included.  I have attached what I have.
  I am including a copy of the other paperwork as well that was with the original proposal but it says right on page 2 that it is effective until June 30, 2013.  Unfortunately, I do not have any additional paperwork regarding any other offers.  I will continue to look through emails and paperwork to find something more definite. 
  Let me know how things are progressing.
  Thank you,
  Michael B
  LLPS

  From: Ryan Coleman 
  Sent: Thursday, January 09, 2014 5:52 PM
  To: Michael B 
  Subject: Re: Fw: Mandatory Poster Service

  I received the invoice for the electrician and my assistant sent up for the check request on Weds so I will have her follow up on that tomorrow to give you an ETA. 

  I will reach out to Dave and Jeff shortly to see what the deal is with the return freight as I am unaware of any check or reimbursement related to that. If you have any documentation on that could you please send it over and I can look into it.

  When you say they were offering additional rewards, what were they talking about? 

  I apoligize for all the questions but I want to be as thorough as possible

  On Jan 9, 2014 5:40 PM, "Michael B" <[email-masked]> wrote:

    Hello Ryan.
    I am looking back on some of the paperwork.  I found a page in the original proposal that Howard had given us that proposes a $5000 reward certificate for the All Covered Reward Program which does indicate it is effective until June 30, 2013.  I know it was continuously discussed each time Howard and Jeff came in.  I can not seem to find any additional documents that spell out anything in detail stating any additional proposals.  So if it was the $5000 or a different amount, I am unsure.  However, Joey and I are certain it was regularly spoken of in the conjunction with the sale.  We were told we would get these benefits once the equipment was installed, the trial was complete, and everything was paid for.  I can tell you also that Jeff and Dave were offering additional rewards in place of having your company pay for the additional electrical work that needed to be done.  Jeff had James Orr, from All Covered, come in to discuss what we might be able to use the credits for.  We were never told that anything would not be available to us because a promotion ran out. If everything would have been installed as promised, we would probably not be discussing this.
    Secondly, I do not have record of ever receiving our rebate for the prepaid freight.  The total that was promised to us was $2724 and I do not show we ever received that.  If you could check on that for me and let me know the status of that check, that would be great.
    Lastly, I had finally got Emil's electric to send over the copy of the invoice for the additional electrical work done.  I was wondering if you could follow up on that as well and let me know when we can expect to receive that check.
    Hope to hear from you soon and I appreciate your promptness in this matter.
    Thank you,
    Michael B
    LLPS

    From: Ryan Coleman 
    Sent: Wednesday, January 08, 2014 2:54 PM
    To: Michael B ; Timothy Ginster 
    Subject: Re: Fw: Mandatory Poster Service

    Mike, 

    Thank you for keeping me in the loop with this and I can assure you that this will be dealt with accordingly. This is the first time that I am hearing about the solutions piece of this so if you could clarify who came out and presented that I will get you the answers on that. 

    I am copying Tim Ginster on the email as he is in charge of my Wide Format for MI and he will engage KIP and GBC to make sure that the service issues are addressed immediately. 

    Tim,

    Please call me on this so I can bring you up to speed to we can get this taken care of. 

    Ryan Coleman 
    Branch General Manager
    Konica Minolta Business Solutions Inc.
    2851 High Meadow Circle 
    Auburn Hills, MI 48326 
    248.883.6026 Direct Dial
    440.669.6208 Cell
    [email-masked] 
    http://kmbs.konicaminolta.us

    STATEMENT OF CONFIDENTIALITY NOTICE:  This e-mail is confidential, privileged and intended for the exclusive use of the addressee.  Any other recipient of this message is strictly prohibited from disclosing, distributing or reproducing it.  If you have received this e-mail by mistake, please notify us immediately by telephone or delete all copies

    On Wed, Jan 8, 2014 at 2:38 PM, Michael B <[email-masked]> wrote:

      Hello Ryan.
          It didn't look as though Jeff copied you on this and I thought you should know how things have been going.  As I told him, it may be a helpful to your company to pull the maintenance log of all the work done on the laminator (and the KIP as well).  We have only had maybe one week since we started that didn't require one of the machines needing repair.  Of course, this is a bit concerning to us as it is so early in these machines' lifecycles.  I did suggest maybe having Brian (GBC) come back up and having him have a good look at things and do training for both the local tech and our operators.  Also there may be adjustments that are needed that he may see that others are overlooking.  I am still hoping we can get things fully ironed out with the machine but at this point I am truly questioning the stability and long-term use of the machines. 
          As far as the promotion for the software, disappointed is an understatement.  We were promised something and we were never told that we had to use it by a certain time.  I feel that we were misrepresented in this manner as it was pushed and represented as a benefit we would receive.  Someone came in and presented once, and then was never heard from again.  We had posed a few questions about products and services that required them to get back with us on.  There was no follow up with answers or even anyone letting us know that the promotion was running out.  I am certain that with all of the other problems we had with the set up of the equipment that it was probably forgotten.  Regardless, it was something that was sold as an added benefit.  We did not purchase the equipment because of the offer, however it was something we were expecting to receive eventually.  Unfortunately, it doesn’t at all surprise me of what is being presented. This just seems to be how things have gone throughout this whole process.  Promises have been broken and commitments not kept.  That should never be something your customer gets used to or expects.
          I just received an email from Dave requesting a list of questions that I would like answered prior to scheduling someone to come out.  The only real question I have at this point is if the product we purchased is actually capable of working with the volumes we are running.  This is the only thing I will probably reply to Dave with.  The only other thing that may may be a concern was a comment that the service man stated.  He said something about ordering  some parts before the warranty ran out and that we would start having to pay for them.  My understanding is that we are paying an $8000/year maintenance agreement that would cover all of this.  Maybe you could follow up on this for me.  I would really hate to find out we didn't get what was promised with this as well.
          Please let me know asap if you have any solutions regarding any of this.
      Thank you,
      Michael B
      LLPS

      From: Jeffery Lorencen 
      Sent: Wednesday, January 08, 2014 12:01 PM
      To: David Ostrovetz ; Michael B ; Pat Samsel 
      Subject: Mandatory Poster Service

      Dave:

      I Called and talked to Mike. He says everything is going pretty good. He is still concerned with the laminator. He feels like GBC has already rebuilt the machine with the amount of service they have had. GBC is working on the machine weekly. Mike would still like to have the guy that came for the original set up come and go over the machine; he feels that GBC might have the most to gain. The service tech that has been coming to work on the machine does an OK job but doesn't seem to grasp the effect and affects as all three components try to synchronize. Maybe having someone that can explain how an adjustment in one component can affect the next components performance would help the laminator run more consistently. We also talked about the All Covered promotion. Mike was disappointed when I explained the All Covered promotion ended at the end of September.  

      Regards

      Jeff Lorencen 

      Named Account Executive 
      Konica Minolta Business Services
      Office (517) 679-1108

      [email-masked]
      http://kmbs.konicaminolta.us/wps/portal/web/home/home/businesssolutions 
      The bitter taste of poor quality remains long after the sweet taste of a low price.