Victoria Wilson

Review of Pollock Company

We have had a copier at our office for nearly a ye...

We have had a copier at our office for nearly a year. We have had to make multiple calls to Pollock because our copier continues to have lines on all of the copies. Each time a technician came, they explained the same thing, "You need to wipe the glass." As an office, we do not have the time to wipe the glass between every copy. In addition, our larger copier has no problems like this. One of the technicians cleaned it with alcohol and said that we will need to wipe it regularly, but it should not be daily. This was yesterday, and guess what happened today...we had another line on a copy. We called Pollock and asked if we could just get a replacement copier given that we have had such a difficult time with this one and that I find it hard to believe that there are not copiers out there that don't create copies with lines daily. The lady on the phone was extremely rude about this. I understand we have had to make a ton of calls, but lines on your copies daily should not be a problem. Instead of sending a sales manager today, we had another technician, who by my understanding was a supervising technician. Upon arriving at our office, he questioned, "I have to climb all of these stairs?" which makes me wonder if the whole reason why they have not wanted to replace our machine was because no one from the company wanted to tote a new copier up the stairs. Anyway, he comes up to the copier. I explain to him that I know the lines typically are on copies after I have signed a document. He had the audacity to recommend we CHANGE PENS?!?! If I wouldn't have been standing there, I would have never believed that this "supervising technician", as a professional himself, would have wanted to resolve a problem by "changing the pen." In addition, he was not very nice himself; however, he did say that he was request to have a sales manager come out. We will see how quickly this happens.
In addition, for these technicians to be involved with the public and Pollock's clientele, they do not present themselves well. We have had four different ones and three out of the four have been rude, not explanatory (one left our office without even speaking to us about what he did on the copier), and have all REEKED OF CIGARETTE SMOKE. I do not believe this is a good image and don't believe Pollock's company would want to be represented this way.

**Update - I wanted to mention that Ed Pollock has reached out to us directly and has agreed to fix the mechanical problem and the customer service problem. He was very polite and helpful. There is something to be said for how quickly he responded to this complaint.