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Business Profile

Office Supplies

Kyocera Document Solutions America, Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:05/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a MFC Kyocera ECOSYS M3145idn which according to the company it is has a monthly duty cycle of up to 150k pages, after using it just about 2 months I started recognizing that the doc feeder pulls randomly more then 1 page at a time, I reached out to the company they said they will send a tech to fix it, tech came he changed a peace they call separation pad but after a short while I recognized that the issue persist.
    I clarified to them that this machine is defective and it will not work for me as I need every page that I scan and can't waste my time always checking if it scanned all pages or pulled some together, they kept on make me feel that it shouldn't happen and they will fix it permanently.
    The last time they came they brought a whole new doc processor however it was for a different model so they ended up not installing a new one on my machine.
    When I followed further they said that I scan too much and my usage is not suitable for this machine,
    I disagree with them because;
    1. This machine was never working properly with the scanning and it is defective no matter if it's recommended for my usage to have a larger Unit or not.
    2. If it would have an indicator when to clean it and/or replace it to prevent it from pulling more than one page at a time or if the machine would indicate that it jammed they might be right, but this is not the story here as it pulls randomly more than one page at at time and there is no way to know when it will happen, it happened shortly after I purchased it before scanning 26k pages, and it keeps on happening after multiple times replacing the separator pad and that's with a machine that shall handle up to 150k.
    3. The tech that was coming on their behalf to repair said that it's a common issue and happens with all these kind models-being so its just that they are scamming consumers with these machines and make everyone think that its only this particular machine that has the issue when in fact its a known issue to them.

Kyocera Document Solutions America, Inc is NOT a BBB Accredited Business.

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