4/14/2022 4:16:39 PM, Mike Coleman (Technician)
Thanks for reaching us Can I have model number of printer ?
4/14/2022 4:17:16 PM, you
It's not fixable, so don't bother.
4/14/2022 4:17:42 PM, Mike Coleman (Technician)
We will help you in this.
4/14/2022 4:17:55 PM, Mike Coleman (Technician)
You can share that what problem you getting there ?
4/14/2022 4:18:31 PM, you
No, you cannot help in this. My problem is that my printer was misdiagnosed and I was charged to fix a non-existent problem.
4/14/2022 4:19:36 PM, you
I was not satisfied with the diagnosis by Max Forest, who provided a bogus diagnosis unrelated to the printer, and then I was charged to fix a non-existent problem.
4/14/2022 4:19:41 PM, Mike Coleman (Technician)
May i know your name ?
4/14/2022 4:20:50 PM, you
My name is in your records under Case MK11045922.
4/14/2022 4:21:05 PM, Mike Coleman (Technician)
Okay, Let me check in our records.
4/14/2022 4:22:04 PM, Mike Coleman (Technician)
Kindly share your name also so that we can double check that.
4/14/2022 4:22:22 PM, you
Barry Kort. Does that agree with the case number Mark gave me a few days ago?
4/14/2022 4:22:49 PM, Mike Coleman (Technician)
Yes,
We have the records here.
4/14/2022 4:22:59 PM, Mike Coleman (Technician)
How may i help you ?
4/14/2022 4:23:17 PM, you
Neither Max or Jerry ever got back to me, nor anyone else in your company.
4/14/2022 4:23:52 PM, Mike Coleman (Technician)
Okay, So they don't fix your problem there ?
4/14/2022 4:24:29 PM, you
No, Max misdiagnosed it, and called in Jerry to fix a non-existent problem.
4/14/2022 4:25:11 PM, Mike Coleman (Technician)
I am really sorry for this bad experience but i would like to mention one thing here that max was fired due to that misdiagnosed.
4/14/2022 4:25:25 PM, Mike Coleman (Technician)
He did lot's of misdiagnosed for the money.
4/14/2022 4:25:55 PM, Mike Coleman (Technician)
Even we will do the serious action on him.
4/14/2022 4:26:14 PM, you
Nonsense. His role is to provide "Free Epson Support" but he doesn't even work for Epson.
4/14/2022 4:26:50 PM, Mike Coleman (Technician)
Yes,
He is fired now sir.
4/14/2022 4:27:06 PM, you
I have no reason to give an iota of credence to what you are saying.
4/14/2022 4:27:35 PM, Mike Coleman (Technician)
What can i do for you sir regarding this thing.
4/14/2022 4:28:35 PM, you
You are simply providing more evidence that your company engages in deceptive business practices, luring consumers into paying for unnecessary services. Jerry did not level with me either. None of your personnel have leveled with me.
4/14/2022 4:28:49 PM, Mike Coleman (Technician)
I am really sorry for this bad experience.
4/14/2022 4:29:21 PM, you
I don't have any reason to believe your expression of regret.
4/14/2022 4:30:15 PM, you
If you were an ethical company, you would have provided a proper response.
4/14/2022 4:30:29 PM, Mike Coleman (Technician)
Sir we can understand your concern but we already fired "Max".
4/14/2022 4:30:54 PM, you
Irrelevant. I have no reason to believe you, nor have I received satisfaction.
4/14/2022 4:31:40 PM, you
And, yes, I realize you all use made up plain vanilla Anglo Saxon names, even though your company originates outside the US.
4/14/2022 4:33:34 PM, Mike Coleman (Technician)
No sir,
It is not like that but i can really understand your situation now. Your anger towards our company is totally fine because max really did a very disgusting thing with you.
4/14/2022 4:34:15 PM, you
And yet you decline to resolve the issue to my satisfaction.
4/14/2022 4:34:35 PM, you
Your operating practices are deceptive and disgusting.
4/14/2022 4:34:47 PM, Mike Coleman (Technician)
No sir,
We can resolve the issue for you.
4/14/2022 4:34:57 PM, you
How do you propose to resolve it?
4/14/2022 4:35:00 PM, Mike Coleman (Technician)
Tell me what can i do for you ?
4/14/2022 4:36:50 PM, you
You can discontinue the runaround, discontinue the deceptive business practices, and discontinue misrepresenting yourselves as employees of the companies whose products you are claiming to be professional agents of.
4/14/2022 4:37:00 PM, Mike Coleman (Technician)
Sir again i am saying that we all are not deceptive.
Only max was disgusting.
4/14/2022 4:37:36 PM, Mike Coleman (Technician)
Max did many bad thing's with 13 customer's.
We found that and after it we just fired him.
4/14/2022 4:38:04 PM, you
Not only Max. He initiated the scam, but then all the other participants joined with him, even though they knew better.
4/14/2022 4:38:25 PM, you
Please stop lying to me. It's annoying.
4/14/2022 4:39:14 PM, Mike Coleman (Technician)
I can understand you concern sir if i would be in your place then i will feel the same.
4/14/2022 4:39:27 PM, you
You have said you fired Jerry or Mark yet. When can I expect you to say that?
4/14/2022 4:40:28 PM, you
I dunno who trained you in the scripts you are relying on, but they are transparent examples of the runaround.
4/14/2022 4:40:44 PM, Mike Coleman (Technician)
We did give a notice to both them because they did that thing for the first time.
They are suspended for 3 Month's.
4/14/2022 4:41:12 PM, you
Do you honestly expect me to believe a word you say?
4/14/2022 4:41:53 PM, you
How is it that a company can be that deceptive, that unprofessional, and that unethical in its operating practices?
4/14/2022 4:43:07 PM, you
Have you ever googled your advertised phone number to see how many different web site addresses it links to, and how many reported scams have been linked to your number?
4/14/2022 4:43:32 PM, Mike Coleman (Technician)
Sir it is not the scam.
4/14/2022 4:44:05 PM, you
What is your preferred euphemistic term of art for your company's deceptive and unethical business practices?
4/14/2022 4:44:11 PM, Mike Coleman (Technician)
We provide the technical support to the customer's.
4/14/2022 4:45:05 PM, you
How is a blatant misdiagnosis and blatantly irrelevant activity charge an instance of support?
4/14/2022 4:45:38 PM, Mike Coleman (Technician)
Sir we just fix the printer problem's but only max did that blatant misdiagnosis.
4/14/2022 4:45:55 PM, Mike Coleman (Technician)
Otherwise we don't do that at all.
4/14/2022 4:46:13 PM, you
No. Jerry participated in it too, and declined to reveal or admit that.
4/14/2022 4:46:40 PM, you
And then Mark gave me the runaround. And now you, as well.
4/14/2022 4:47:10 PM, Mike Coleman (Technician)
Because max told to the jerry that it is network problem.
4/14/2022 4:48:07 PM, you
He did. And his report to Jerry included the telltale detail that Max withheld from me. The problem resided in the Epson printer and nowhere else on the LAN. Jerry thus participated in the scam.
4/14/2022 4:48:09 PM, Mike Coleman (Technician)
Mark did not know about anything so that is why he gave you the case id and all because he thought that it is a normal case like any other case's.
4/14/2022 4:49:26 PM, you
Mark wasn't even that keen on listening to me explain the elements of the scam. Obviously he didn't need to, as he already knew the drill for your company.
4/14/2022 4:51:07 PM, Mike Coleman (Technician)
Sir mark did not know anything because mark just thought that it is a normal case.
And let me explain one thing here that in a normal case like if someone want to talk on quick basis with any technician then mark give the case id only.
4/14/2022 4:51:13 PM, you
Your company is running an unsustainable operation. It's not that hard to uncover how your scams operate, and eventually the FTC or some similar US gov't agency will shut your operation down.
4/14/2022 4:54:02 PM, you
Now whenever I engage with a company that promises to do something, and it goes awry, I tell them that my long-term practice is to write up the story, one way or another, whether they succeed or not. This case screams for a write-up because of the copious evidence of incompetence (which you've now conceded) along with misrepresentation, spurious charges to provide an unnecessary activity, and then a blatant runaround.
4/14/2022 4:58:43 PM, Mike Coleman (Technician)
Sir i would like to ask a question that if your problem did not fixed then why you did pay there.
4/14/2022 5:00:18 PM, you
Because Jerry had depleted my ink supply by running too many head cleanings, after which there was no way to determine if the problem had been fixed because the unit won't print an alignment check if any cartridge is depleted.
4/14/2022 5:00:40 PM, Mike Coleman (Technician)
Sir we work on a protocol that first we fix the problem then customer need to check that problem is fixed or not then they need to pay service charges otherwise customer's don't need to pay anything.
4/14/2022 5:01:29 PM, you
I told Jerry that the last printout still had the same double vision and that I was paying under protest because he insisted.
4/14/2022 5:01:56 PM, you
He insisted that I did need to pay, unlike your representation here to the opposite effect.
4/14/2022 5:02:30 PM, Mike Coleman (Technician)
Protest ?
4/14/2022 5:04:17 PM, you
Yes. If you recorded the call with Jerry, you will find that at the end. Max had represented that Jerry would provide a candid report of what he found and how he fixed it. But Jerry declined to live up to that express expectation of mine. And it's obvious why he declined to identify the device with the trojan and IP conflict.
4/14/2022 5:05:02 PM, Mike Coleman (Technician)
Yes,
Max did that because he was fraud sir otherwise we use the same protocol that firstly fix the problem then customer needs to check and if the customer is happy and satisfy with our service's then they need to pay otherwise not.
4/14/2022 5:05:34 PM, you
If that's your protocol, then Jerry did not abide by it, so I expect a refund.
4/14/2022 5:05:52 PM, Mike Coleman (Technician)
Do you want a refund ?
4/14/2022 5:06:27 PM, you
Yes. At the very least. Then, when I write up my report, I can at least say the company made good on that part of the story.
4/14/2022 5:09:02 PM, Mike Coleman (Technician)
First of all i want to mention few thing's here that we are the third party we support epson product only.
We are not from Epson technical support.
Second thing that you will get a refund soon.
Third thing only max said to you that "We are from EPSON TECHNICAL SUPPORT.
4/14/2022 5:10:55 PM, you
I know what he said. But he didn't disclose that he was not actually an employee of Epson. That's an element of a deceptive representation, especially when he then falsely asserted the existence of a problem not residing in the Epson device.
4/14/2022 5:11:10 PM, Mike Coleman (Technician)
He did not disclose that Because he was fraud sir he did the same thing with 13 customer's.
4/14/2022 5:11:58 PM, you
Now the next question that comes to mind is who trained Max to systematically engage in fraudulent business practices?
4/14/2022 5:13:10 PM, you
Because Max was not the only person to participate in the same deceptive, unprofessional, and unethical business practices.
4/14/2022 5:13:48 PM, Mike Coleman (Technician)
We don't know sir but when we got the whole information about max through you after that we just fired him .
We are simply a third party company who provide technical support to customer's directly using [ B2C ] model.
4/14/2022 5:15:57 PM, you
First of all, I have no evidence that Max is off your payroll. I initially simply wanted to let him know what rookie mistakes he was making in his diagnostic reasoning. That is, I was initially looking out for both his own welfare as a diagnostic engineer and also for the welfare of other customers.
4/14/2022 5:16:41 PM, Mike Coleman (Technician)
Sir what are you talking about ?
who want's that kind of fraud in our company.
Because of him our company are facing the problem.
4/14/2022 5:17:49 PM, you
Your company could have improved its business practices if it just listened to my explanation of his rookie mistakes, so as to improve the quality of his professional work in a career as a diagnostic engineer.
4/14/2022 5:19:16 PM, Mike Coleman (Technician)
Sir i am saying the sorry on the behalf of that fraud but we are accepting the mistake that we did a mistake by hire him.
4/14/2022 5:19:48 PM, Mike Coleman (Technician)
Even our ops team did the mistake because they did not identify his intention.
4/14/2022 5:19:49 PM, you
Jerry reified his mistake by concealing it from me.
4/14/2022 5:21:12 PM, Mike Coleman (Technician)
Before this chat i did not know the concern about jerry but now you told me after this Jerry will also fire.
We don't need that kind of fraud in our company.
4/14/2022 5:21:25 PM, Mike Coleman (Technician)
Now i got the whole story about jerry.
4/14/2022 5:22:40 PM, you
And you don't need the kind of grief from someone like me who bothers to check the quality of professional work.
4/14/2022 5:23:04 PM, Mike Coleman (Technician)
Yes,
We want the customer's like you so that we can identify the fraud like max and jerry.
4/14/2022 5:24:24 PM, you
More to the point, it disturbs me that presumably professional diagnostic engineers function in a manner inconsistent with professional competence and professional ethics. It gives a bad name to the whole industry.
4/14/2022 5:25:30 PM, Mike Coleman (Technician)
Yes,
Even it gives a bad name to our company sir.
4/14/2022 5:26:30 PM, you
So cooperate with me to see if we can redeem the situation to everyone's satisfaction — including the technicians and the customers, alike.
4/14/2022 5:27:03 PM, Mike Coleman (Technician)
We will cooperate with you.
4/14/2022 5:28:44 PM, you
I want Max to call me so I can share with him my analysis of where he went awry after he had the network scan report in hand. He departed from the protocols of the scientific method in failing to falsify his proposed diagnosis.
4/14/2022 5:29:17 PM, Mike Coleman (Technician)
We can't inform him to call you because we just fired him.
4/14/2022 5:29:52 PM, you
That's not true. You can and you should, if you genuinely care about the integrity of your line of business.
4/14/2022 5:30:32 PM, Mike Coleman (Technician)
I will talk about this with my supervisor maybe they will do something for you.
4/14/2022 5:30:54 PM, you
Please recite to me, in one paragraph, what you have so far promised to do.
4/14/2022 5:31:56 PM, Mike Coleman (Technician)
I will talk about this calling thing with my supervisor maybe they will do something for you.
4/14/2022 5:32:37 PM, you
There's more that you have promised. Please recite to me, in one paragraph, what you have so far promised to do.
4/14/2022 5:33:20 PM, Mike Coleman (Technician)
Sir can you give me a example like what do you want to from us so that we can anything further ?
4/14/2022 5:34:12 PM, you
For starters, I want you to level with me and not give me the runaround.
4/14/2022 5:35:26 PM, Mike Coleman (Technician)
Sir in order to do something towards max we need some time because now he is not in our company.
4/14/2022 5:36:18 PM, you
I don't believe you. You have not given me a shred of credible evidence that anything you have promised you even remember, let alone can now recite.
4/14/2022 5:37:18 PM, Mike Coleman (Technician)
Again you are saying the same thing sir we also face the lose because of that fraud.
Our 13 customer's like you are complaining about him.
4/14/2022 5:37:36 PM, Mike Coleman (Technician)
You need to show some believe to us.
4/14/2022 5:38:22 PM, you
I will believe you when I receive what any of you at the company has promised. So far, every single promise has been broken.