Complain about a product or service

Neximaging

a/k/a 1-800-inkjets.com

Shelly of Lathrop MO writes (9/18/09):
On August 16, 2001 our company ordered two of their advertised copiers. I charged $2,789.98 on my PERSONAL Visa card. When ordered, Katie told me the copiers would ARRIVE in our office within 7 to 10 business days.

On August 23, I called Katie to get tracking numbers so I could plan the arrival of our copiers. At this point I must add, our new company was ready to open for business - we were waiting for the arrival of the equipment. On 8/23 Katie told me that the copiers had not shipped but were on the dock ready to go. I waited until 8/27 to try to get tracking numbers again. This time I got no answer.

On Sept. 4, 5 & 6, Peggy and I made several unsuccessful calls. We kept getting a telephone recording saying all circuits were busy. On the afternoon of the 6th we found a local number and finally contacted Katie. Katie then told Peggy that the copiers had NOT shipped because the guy that works in the shipping department was getting married and had taken a week off.

On 9/12 we called Katie again and she told us that the invoices were not entered into their system correctly so the copiers had STILL not shipped. Later in the day on the 12th we received a call from the XEROX manufacturer in California. He advised us that they had JUST gotten the order for the Xerox copier and would ship via UPS the next day. He called us back with a tracking number. Needless to say this copier DID ACTUALLY SHIP!!! It is due to arrive 9/19/2001.

Peggy called Neximaging again this afternoon - only to get a busy signal. When she went on-line, she found out that Neximaging was moving and had a new phone number. She has called this new number, several times, only to get busy signals. At this point we are past the point of frustration. I am still in limbo on the Richo color copier I have ordered and it looks like I'll have to just eat the $1999.99 I paid for this machine, and go purchase something else. This time I'll purchase locally and NOT over the internet!

We received the following response from the company:

We ARE IN THE PROCESS OF MOVING AND NO LARGE ITEMS CAN SHIP AND THE ITEM THEY ARE TALKING ABOUT IS 400 LBS AND CAN NOT SHIP UNTIL WE ARE IN THE NEW BUILDING - WE ARE NOT IN CONTROL OF THIS SITUATION. THE T1 LINES ARE DOWN BECAUSE BELLSOUTH DOES NOT NO HOW MOVE A T1 RIGHT. until then we can not ship any products that ship via truck line, this customer knows this!

According to Federal Trade Commission rules, if a company cannot ship a product in a timely manner it must notify the customer and give the customer the option to cancel. It's not the customer's fault Neximaging is moving, now is it?

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