Zeno sold us a new Micr printer/copier, even though we told them we didn't need a MFD, around 6 months ago. The device was delivered and so far they have not provided MICR toner, all of their techs have told us it's because that machine won't do MICR. The machine still sits in our office, unused, 6 months later. We have asked them to pick it up several times, they have not. Their accounting department referred our account over to collection agency. You sold us something that doesn't work, and you know it doesn't work, and yet you still want us to pay???
Around 2 months ago we signed a new lease for two new MICR printers, as of today they still haven't been delivered.
They supply us with MICR toner in what appears to be used/rebuilt toner cartridges. Now I don't care if they are rebuilt but these toner cartridges are garbage and drop toner and streaks all over the checks we print. Most days we end up reprinting checks multiple times to get a stack that won't get rejected.
I have personally called 5 or 6 times, over the past two months, to speak to someone with skin in the game, someone who can actually make decisions. The farthest I can get is the poor person who answers the phone. They don't have the ability or authority to correct the problem. In over two months of calling not one executive has returned my phone calls, I give them my cell number.
As a CIO of a midsized company, I run a service organization, so I understand what it's like to deal with these issues. The last time I had a customer that was disappointed with our service, I got on a plane and flew to Texas personally to meet with them. I don't hide behind my service techs, all my clients and customers can reach me on my cell 24x7.
I've ordered my own MICR printers and toner, as soon as they are up and running next week I will fire Zeno.
This is a chance for Zeno to save this account, but at this point I need to speak with a senior executive, quit hiding behind voicemail, to explain to me how their organization can possibly run this badly. I don't expect to hear from anyone. read more