Dear Ms. [__],
Thank you for your prompt attention to my credit request and for crediting my account for the E-Token that I used for the unusable color print. On both occasions when I have tried and failed to get an acceptable color print out of the color printer at the Gast Business Library, the ACNS personnel have treated my complaint with prompt courtesy and carried out their duties to the letter of stated policy.
I understand that the school claims to have a policy that they they do not refund E-Tokens for cash.
However, (as I am sure you are aware) [the computer center's] Mission Statement is "to provide high quality computing and networking services in support of the scholarship and work-related activities of the university community."
Additionally, [the computer center] has set forth the following Core Values:
"Excellence
Our goal is to excel in all our endeavors because we realize that high quality work will lead to satisfied customers and employees.
Integrity
Integrity is integral to everything we do. We function in a respectful, ethical, and honest manner.
Service
We are committed to providing services which best meet the changing needs of the university.
Teamwork
We believe teamwork is vital. We strive for high levels of cooperation, coordination, and communication with people and organizations."
(See http://[web_link]/about/mission_core.php)
Such mission and values are laudable and very much in the spirit of the school. Consequently, when I decided to try the E-Token system, I fully expected that the assets that E-Tokens would give me access to would be of a quality that could be used in my studies. Specifically, as an MBA candidate using the printing assets in the [library], I expected that the print output would be suitable to turn in an assignment for one of my classes. I do not think that my expectation was unreasonable.
Currently, MBA candidates can print 200 pages free of charge at the business school building, but these printers are all monochrome. Color printing, as you know, is expensive, and everyone, MBA students included, are price sensitive. Therefore, I was willing to try the E-Token system, since the school's E-Token printing offers color prints at $0.50 per page -- about half the cost of a comparable print at the FedEx/Kinkos location on Michigan Avenue. As I described earlier, my first attempt to use the color printer was a failure because the color was banded and uneven. My second attempt was also a failure both because the print quality was poor and the print was unaligned with the page. (For completeness, I have appended the text of my original refund request to the bottom of this e-mail, set off by asterisks.)
I understand that [computing services] may offer excellent quality throughout the university, and that I may simply be trying to use the one asset that cannot be kept up to standards. Why this would be the case, I do not know, but I recognize it as a possibility.
What is clear is that the E-Token system is of no value to me. For non-color printing, I can use the business school's printers for free and for color printing, the E-Token system is unreliable and seems to be getting worse. What is also clear is that there was no way for me to know this in advance.
Consequently, [computing services] should recognize that the best way to balance my needs with those of [computing services] in an ethical and honest manner that reflects the needs of the university, which includes both students and [computing services], would be to allow me to exit the E-Token system without further cost.
I do not know the rationale behind the general policy that E-Tokens are not refunded for cash. However, I think that whatever that rationale may be, my situation is sufficiently compelling to grant an exception.
Therefore, I am renewing my formal request that (i) the cash equivalent of the current balance of E-Tokens be returned to my student account in cash, in full, and (ii) that my E-Token account be closed.
You will note that I have copied [name], the Network Storage and Printing Team Leader, on this e-mail. Please do not take this as an attempt to "go over your head" or otherwise make your job more difficult. Rather, I understand that you are likely limited in what action you can take and that [he] may have a different perspective on our disagreement. Further, I believe that [he] would be interested to know of the issue with the [library's] color printer, and while I expect that there are communications channels that are designed to bring such an issue to his attention, my experience suggests that these channels may not have worked in this case.
Very truly yours,
[idea_hamster]
