We recently received a letter from Lombard-Conrad Architects, P.A. about their experiences with our sales and service teams.

"To Whom It May Concern:

Our company has purchased equipment from and held maintenance agreements with both IKON Office Solutions and Fisher's Document Services. We primarily use Canon products which are available from both companies. We began purchasing solely from Fisher's in 2005 due to the high turnover of customer representative at IKON and slow response times. We have since moved the maintenance agreements on our copiers over to Fisher's due to frustrations with IKON (slow service time, over-billings and lack of response from customer service) and the cost savings offered by Fisher's. We have found Fisher's to be responsive and have found our rep to be knowledgeable, friendly and very easy to work with.

The maintenance agreements for our fax machines are still with IKON. Last Tuesday, we placed a service call on-line to IKON for our main fax machine, which was down. Friday afternoon, after repeated phone calls and messages left for the local manager, the fax still had not been fixed and IKON had not responded as to a service time. We had other options for sending faxes, but could not access the faxes that had been received into the memory of the main fax or even know who they were from. I called our sales representative to see if Fisher's could offer any assistance. She immediately called back with options for fixing the machine, having talked with people in both the parts and service departments. She continued to work with me through the afternoon to find a solution. IKON did end up fixing the fax late that afternoon, but we have decided to cancel those remaining maintenance agreements and will not work with IKON again.