Reply from Neopost Ltd
[REPLY]
- Reviews (8)
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- Andrew Brindley
- Leeds, GB
- 1 Review
Neopost poor service high costs and hidden charges
Never really liked these guys they have held £500 of ours in a deposit account and then still bill us when we top up the machine. Only found out that we could pay by BACS (after 5yrs) from a competitor, even when I tried to do this today they tried to purchased me from not doing this.
Franked mail is a shady area I have heard nothing good about any of the companies, long contracts with hidden T&C's that I think would not stand up to a court.
Want to hold us to three months’ notice because after they told me it was 12! Think they are making it up as they go along. £157 for a cartridge and £160 to change the tariffs are just rip-offs!
I dislike review that get too emotional as I would want them to stick to the facts, so in summary.
High charges
Try to hide costs
Don’t tell you the whole story
Charge over the odds for Post Office Tariff changes
Charge over the odds for consumables
Premium number to top up your machine!
The service guy was okay
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- Tim Cleave
- Poole, GB
- 1 Review
A complete waste of time and money
Unless you are sending hundreds of pieces of post per week, franking machines will cost you much more than stamps. Neopost state 15 items per day, this is no where near the right number. Once you have purchased the machine they then tell you that you have to pay £90+ for replacement ink cartridges that you can only buy from them, the ink only seems to last about 1000 impressions! Then there's the annual maintenance charges and rate downloads that run into hundreds of pounds. Do your research and check that you regularly send over 100 pieces of mail per week, otherwise avoid like the plague.
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- Heather Gourley
- Warren, US
- 1 Review
Horrible customer service employees lied to me three times
This is the email sent to a sales rep in response to my meter being on back ordered. Bill,
I called and left you a message two days ago and did not hear from you so I took it upon myself to call to get an estimation of arrival. I was told yesterday by a sales rep that the particular meter I order (IS-280) was on back order and they would not be available to ship until 4/1. I was told yesterday afternoon when I called back to cancel the meter that I needed to speak to someone in customer service and then was placed on hold for 20 minutes. So yet again I called this morning and spoke to someone in customer service who then told me that I needed to talk to my sales rep. He is on vacation and you did not respond to my inquiry. This particular customer service representative explained that the meter had shipped on 3/5 and should arrive tomorrow. She gave me the tracking information. When I looked up this information it does say that the estimated date of arrival would be tomorrow, however, the order placed date was 3/13.
The fact that we received no notification that our meter was backlogged and that you did not return my phone call lead to us making the decision to cancel the order and go with another company. We ended up being two weeks behind in our mailing due to the miss information we received from Neo Post. This kind of customer service is unacceptable and has been a complete waste of my valuable time. The lies from the employees, miss leading information and horrible customer service is unacceptable I would hope that you treat your customers better than I have been treated.
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- Brad
- Port Orange, US
- 1 Review
Terrible machine and the WORST service.
I've used Pitney Bowes machine before and it was simple to use. I figured that this would be the same but cost a little lest money... WRONG! Definitely not the same. Harder to use, some features were missing that should have been present upon install, I needed to PURCHASE an upgraded weigh scale to weigh anything over 2 lbs (I wish that would have been explained to me when we bought it.)
WORST OF ALL is the CUSTOMER SERVICE. It took me 20 minutes to get a live representative on the phone only to be transferred (and wait another 15 minutes) to someone who attempted to help me -- unsuccessfully! I only had the machine for about 2 months and asked to be released from my contract. WON"T HAPPEN HERE! Sherri Ling was the one who sold me the machine and she "regretfully" informed me she couldn't do a refund (It is because she wanted to keep her commission, I am sure). This company is bad, bad, bad.... Pitney Bowes started this thing and Neopost has made ZERO improvements. Don't waste your time and money with this company!
- Martin Barnett
- 2 Reviews
Nightmare Company!!! Avoid at all costs!!!
After listening to their smooth talking salesmen and their claims of how cheap and efficent their products are, you sign a contract and the nightmare begins.
Firstly, despite asking the salesman if there were any hidden costs that he had not mentioned, and being told that there were not, I received a £100 charge for an admin fee.
I have the Autostamp2 franking machine, I was told I would get 2400 imprints per ink cartridge (at over £100 each as they do not tell you that VAT is not included), after using 2 cartridges I have acheived 68% and 71% of the performance, all usage of the machine is recorded on the meter so this can not be disputed. When you call customers services, they will deny that you did not get the advertised performance, then when you insist it is correct they stop listening to you and you are basically talking to a brick wall.
I have had both my machines base unit and ink cartridge replaced in case one of them was at fault, but the performance got even worse.
I was even charged for the replacement ink cartridge, promised a credit note would be issued, but this never happenned. I have now received a final warning from them over this.
If you want a nightmare experience, hidden costs, very bad customer service and a product that does not do what it says on the box, then sign up with Neopost.
Otherwise, look elsewhere
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- Iain Harris Bartlett
- London, US
- 4 Reviews
Shoddy
Looks like good value at first - and then you have to start buying the expensive ink, labels and - most irritatingly - £90 per pop for the new software when the postal prices change (as they do on a fairly regular basis). Hard to get through to talk to as well - just taken me a total of 35 minutes.
- Sharon Reed
- Liverpool, GB
- 1 Review
The most incompetent company I have ever dealt with!
We contracted with neopost in April 2010 for the lease of a franking machine. All went well for the first few months and then we received an invoice for the full purchase of the machine. We called to explain we were on a lease and the company claimed they had no documentation from us at all. When I asked how they managed to send us a franking machine without any documentation from us - indeed how would they even know where to send the machine they could not answer. They asked us to complete a second lease application and DD mandate which we did and sent to them by recorded post. A while later we received a second invoice for the full purchase of the machine. We rang once again and they claimed they again had no documentation. Despite numerous frustrating calls to Neopost and having to explain to every new operator the details of the case the invoices kept coming. Then we started to get final demands, then the case was passed to debt collectors and we had someone new to explain the issue to. Last month we received a county court summons. We rang Neopost again who assured us that they were aware of their error, that the court case would be cancelled, and there was no need to appear. They admitted that the machine was on a lease and despite having a DD mandate they had failed to process the request for the monthly lease fees. Neopost asked if we would be OK to pay the back payments that they themselves had failed to request. We agreed - we had no problem paying what owed. An invoice for the lease arrived, but in the same post was a letter from the County Court informing us that the case had gone on without any representation from us, and they court had found in favour of Neopost.
I am absolutely disgusted with their behaviour and feel that they deliberately tricked us into not attending so they could be sure of winning the case.
The irony is that we now have an invoice from Neopost for the uncollected lease fees which no doubt they will pursue through the courts. We must be the only company in the world that have to pay lease fees for a machine which is apparently our own property!
Remarkably, during this endless saga of incompetence we have received invoices for a warranty ( a service/maintenace contract)which Neopost inform us we are obilged to take out as we are leasing a machine from them!.
You honestly couldnt make it up.
Legal action from us is imminent.
- Tracey
- bristol, GB
- 1 Review
BEWARE DO NOT USE THIS COMPANY!
I had a neopost account for 1 year and during this time I had lots of issues and eventually moved over to royal mail direct using Packetpost which is free - there is actually no need to use a franking machine anymore as you can do it all online with Royal mail with better discounts.
Anyway we cancelled the contract and 6 months later we received a bill for a rate download which we obviously didn't have top pay as we cancelled the contract and returned the machine.
After lots of phone calls they said they would credit the bill but they never did and it has been passed onto the debt collection agency!! i I literally called several times, put on hold, transferred etc very frustrating.
Beware Beware Beware!!!
My original issue why we finished the contract is because they made a rate change which downgraded my machine so I could no longer send airmail packets which I had before so had to pay an £80 charge as well!
Rubbish company use royal mail packet post it is free no need for machine and it's much much quicker as you don't have to use any labels as it's all done online in seconds just add the average weight of all the parcels, you can send 100's of packets a day by just giving an average weight takes seconds!!
Reply from Neopost Ltd
From the brief details provided, it appears that the negative perception of Neopost flows partly from external factors (ie the Royal Mail tariff change that followed imposition of VAT on selected postal services). While Packetpost is a good solution, it should be noted that this service is only available to customers who spend over £5000 and send more than 5000 large envelopes or packets per year. For most users, a franking machine remains an efficient way of dealing with mixed mail -- in fact, if users send more than 15 items per day, the postal discount versus stamps will cover the rental and running costs of the machine.
Neopost Ltd
