Benchmark Business Solutions - Austin

The company I work for uses Benchmark Business Solutions and they are very professional and if we need anything or having an issue they come over as soon as they can. They are a great company.
Nov 1st, 2018

Sep 17th, 2018

I work in an office that uses Benchmark Business Solutions. We signed our first contract several years ago with a gentleman named Kyle. He was eager to get the contract signed before he went on vacation. At first we were satisfied with the copier and the services. The Benchmark Business Solutions office used to be near our office. Often I would receive calls from Kyle asking if I had extra supplies on hand that he could take to a customer in desperate need. Each time I agreed, Kyle would reorder the supply and have it delivered to me at our office. One afternoon our office found itself in need of a particular color toner refill. I called Benchmark directly and spoke to a woman named Tammy. I explained that I needed an emergency supply and could I.... but at that point, Tammy cut me off saying she would not assist me and insisted I call the 1-800 number posted on the machine to place an order. I again, attempted to explain that I had supplied Kyle with toner supplies when other clients were in a jam. Tammy insisted again that she would not help me. I asked to speak to Kyle but he had left the company and a gentleman name Cesar was our new representative. I asked to speak to Cesar but he was not available. Cesar later showed up at my office with the supplies I needed and apologized for the lack of customer service received from Tammy. Not long after this incident, Cesar was transferred to San Antonio. In 2019, we got a new representative named Jay, who wanted us to sign a new contract. He specifically said "nothing will change". But change is exactly what happened. When the new machine was delivered, we were left with all our now useless Xerox supplies. Jay assured us someone from Xerox would pick up the supplies. Despite the "nothing will change" statement, we were suddenly being billed by a different entity. The new entity required extra insurance coverage on the machine, and the new machine could not perform the tasks that we had come to depend on with the previous machine. I contacted Jay on two occasions regarding our dissatisfaction with the machine and both times he stated he would get back to me. Then the Pandemic hit and everything came to a halt. I received a phone call in July 2021 from yet another representative named Todd. I explained to him everything I have typed here. He made an appointment to come to our office, check out the issues we were having, and offer a solution. The appointment time came and went with no phone call and no visit from Todd. It is now two years since we got roped into a new machine and I STILL have supplies from the old machine. Our contract ends in 2024 and it just can't come fast enough. Benchmark has not followed through with it's promises, has frequent staff turnover and is severely lacking in customer service. I have one kind thing to say about the repairman named Art. He is the only person we have come across at Benchmark who followed through with his statement. When he is in our office to service the machine, he is polite, professional and takes the time to make sure I understand what the issue was, how he will fix it, and what I can expect after that. When he promises to follow up on matters, he actually does. I appreciate Art very much. **UPDATE** Three days after I posted my review, I received a voicemail from Todd. Four days after I posted my review, Todd arrived at our office to collect the excess Xerox supplies and discuss the issues listed above.
Aug 13th, 2021