Complaint Review: Neopost - Carrollton Texas

I work for a local dealer of Neopost USA (which is our corporate office). I have been there 11 years so I have experience under my belt. You would not believe the overwhelming amount of phone calls that come in of people who want to terminate their lease or rental but do not follow the proper procedures! You cannot blame a customer service representative for you not doing your part. First and foremost, your contract specifically states that terminations need a 90-day written notice due to processing time.
Additionally, if you mail in a postage check and fail to put your account number on the check (not the stub) the money will sit into a giant holding account until the funds can be clearly identified as belonging to your company. This usually requires a phone call from you when you realize there the check has cleared but no money is in your account and then an email sent with a scan of the front and back copy of the check to see which department cashed the check and to locate it in their system. The people who process customer checks are simply that. They are an outsourced group whose sole job is to enter check after check into the system. They process postage checks not only for the Neopost brand but Hasler and PB as well. Therefore, how is a representative to know who you are and what the check is for without your account number? That would be like sending in your credit card payment to your credit card company and not putting your account number on the check.
If you think about the business world, often times Accounts Payable checks have a different company names or remit to locations as the physical location of the equipment.
As for the RMA you have been trying to have processed, they need a letter, in writing (faxed or emailed) to start the RMA process. Then it it is sent over to another department to ensure you do not owe any money or have a lease buyout which would need to be paid prior to the RMA labels being created. Then, once this is cleared up the information is sent over to the Asset & Recovery Department who will issue pre-paid FedEx return labels. They will only email labels to the requester. You simply print them out, box up your equipment and meter and send it back, prepaid at Neopost expense. Once the meter gets back to Memphis, TN the meter will go through its process of being docked in and returned. Per the USPS (not Neopost law) any money over $25.00 will be deposited back into your postage account. Once the funds are deposited back into your account you then request, in writing, how much and where you want your refund check sent to. Because this is money and governed by the USPS (Postal Service) checks can take 4-6 weeks to be refunded. Because the amount of companies that go out of business or relocate this is why you have to request the refund, in writing, to verify where the check is to be mailed. They do not just have the USPS issue checks and have them get into the wrong hands of who they do not belong to.
So, before you jump to conclusions and complain about a company first, you need to read the terms and conditions that you would have signed for any trial, rental, lease, or purchase. You cannot always blame someone for the users mistake!
And remember, the person on the other side of the phone is only there trying to help you. So by verbally attacking them is not going to make them work any harder or more professional for you. Treat others the way you want to be treated and you will get better service. This is a known business fact dating back years.

THIS COMPANY IS ONLY IN TO MAKING MONEY THEY GIVE YOU A 90DAY FREE TRIAL AND LOCK YOU IN AUTOMACTICALLY WITH OUT ANY KNOWLEDGE AFTER 6 MONTHS SO YOU ARE SCREWWD NO MATER WHAT THEY SEND OUT CALL TAGS AND NEVER PICK UP MACHINES. THEY DON'T CARE EVERYBODY IS FRIENDS OF FRIENDS SO IT'S A LOOSE LOOSE SITUATION! THEY DON'T RESPOND TO EMAILS OR RETURN CALLS JUST KEEP TELLING CUSTOMERS WE ARE 3 WEEKS BEHIND! AH YEAH YOU KEEP FREAKING FIRING EVERYBODY DON'T TRUST THESE FOOLS.