Quadient Reviews 

Postage meters are a necessary racket for many small businesses. After ten years with Pitney Bowes we decided to try and save a $$$ and went with Quadient for our mid-size medical practice. In terms of machine, postage and costs, its about 25% cheaper than Pitney Bowes. However like almost all giant monopolies, the customer service is atrocious. Had the machine malfunction recently when trying to create a priority mail postage of $9.30 for a flat rate box and it printed gobblty gook but took the funds out of our account. Spent a half hour on phone with Quadient who insisted we needed to get refunded by USPS, waited another hour at the post office trying to explain what happened only for them to say go back to Quadient as they know how many items are mailed on a day and can restore the funds to your account. It went like this, back and forth with each giant conglomerate pointing to the other over $10. They are awful and if all is working you're fine, but if anything gets screwed up, they basically give you the finger and tell you to pound sand. So, not a great company.

They don't offer a trial period it is just so many months free. You are locked in a contract right away. Everything about the machine (which is SO outdated) and their website is confusing and frustrating. Will be switching as soon as the contract ends.

I have had a meter with this company for about a decade after they acquired Neopost (or just renamed the company?). Old machine, not real easy to use. Ink cartridges are very expensive and they tend to dry out fairly quickly and need to be repurchased. When the Postal Service decertified my postage meter and I had another year left on my contract, Quadient tried repeatedly to push me into another four year contract for a new machine. I declined and told them that they needed to send me another "certified" meter or just go ahead and cancel the contract. Well they never followed through and I had to contact them about the now decertified machine. Getting them on the phone is a time consuming process and the person always had to send my request to another dept...that never called back. Meanwhile, Quadient continued to bill me for monthly rent for the machine that was now useless. Finally, after 3 months, I was able to arrange the return of the meter...I had to pay the postage back. Suffice it to say, I will never rent another meter from Quadient. Likely anyone else, as I assume they are all about the same.

Same issues others seem to be having, sending us invoices for things we haven't had, then sending us more stuff and invoicing for more when no one has ordered it! think they are trying to get their sales figures looking good for year end!!

RUN RUN RUN and do not get locked into contracts and leases with companies like Quadient. Use stamps.com instead. No contracts, cancel anytime. Quadient does not answer your questions and gives you the complete runaround and then tries to lock you in. We are still paying on a meter that is no longer compliant with USPS. As soon as this lease ends, we are done with this company. They have the WORST customer service. Good luck getting a hold of anyone or getting responses. RUNNNNNNNNN

It's almost as if Quadient has become a scam. No response to leaving my callback #, I've been on hold for over 20 minutes now. That's the second time. I cancelled my contract via the instructions, but never heard back. What a joke. Everyone with the same issue should start charging Quadient storage fees for their equipment.

They STILL haven't called us regarding our contract after six months now! Funny how you're quick to call selling inks etc!

They held our broken machine hostage until we signed a contract extension.

We have had a contract in place with Quadient for years. In August of 2024 we received notice that our postage machine was going to be decertified on 12/31/24. We contacted our representative who told us we would need to extend our contract another 5 years in order to receive a replacement machine. Our contract was set to expire 11/2025. We had a year before that was needed. I repeatedly asked for a machine so we could continue having our postage needs serviced by Quadient per our contract. They refused unless an extension was signed. Finally in December of 2024 I was forced to find another company so we would have a working postage machine. When we received another invoice from Quadient, I let them know they hadn't upheld their end of the contract and I wasn't paying. They said I needed to cancel the contract then sent me a $1,500 bill. Even if we paid for the service through the end of the contract, it would only equal about 1/3 of that amount. They refuse to discuss that they didn't uphold the contract. I also still have a useless machine that they are going to charge me to ship back to them.

Their customer service is terrible, it takes hours to get anyone on the phone and they are not helpful and only want you to sign a contract extension so they can continue their shady business practices.

I have felt compelled to leave a review based on the horrible customer services received from the credit department. We received a document from them entitled 'INVOICE'. It had an invoice number, and invoice date. I was lead to believe this was a financial document. This was for a negative amount due to promotions, so I wrongly assumed it was to be deducted from the next bill. I actually received copies about 3 times before I did deduct it. A few months later, I get a letter saying we owe £50. I explain why and heard nothing back. Then I got a letter demanding £50. I explained why again. This went on multiple times. Today they have just messaged me saying 'this isn't an invoice or a credit note. Pay what you owe". The whole tone was awful. No 'I am so sorry, I can see exactly why you'd have thought this, we are being really misleading with this document aren't we?!' Just basically being rude and curt! Upshot is, thank goodness people rarely send post now that it is so expensive and unreliable, and maybe they will end up out of business! As soon as our contract is up, I will cancel it, as I can't be dealing with businesses like this!

My machine was decertified by Quadient in Dec 24- per their instructions I cancelled my account by email on letterhead, I was told to wait 6-8 weeks for instructions on the return of the unit now(6 weeks later) they are billing me $177 a month for the non working decertified unit. its nearly impossible to get a hold of them on the phone, the wait times are outrageous, when I finally did i was told that the billing dept is not available???

My current postage meter lease ends in November 2025. On November 4, 2024 I receive the following from Quadient:We are swapping out the equipment for new equipment as the machine that you currently have we are no longer manufacturing. More importantly the new machine,IX-1, has the latest changes required by the USPS. The IX-1 includes a newer level of postal security which is required in all new postage meters. The technology is referred to as IMI. Intelligent Mailing Indicia.

The form is pre-filled out and only requires the bottom 4 boxes to be filled in and then hit the finalize button. The signers name at the bottom must match the contact name on the contract. If someone else is signing this form you can print and manually sign.
Please call or email with any questions.
Maurice Brown
Senior Account Manager
Attachment: a new contract for a higher monthly payment & a new 39 mth term.

Emails and phone calls back an forth. This guy is outrageous. Tells me I have to sign a new term to get new equipment. I explain that is not acceptable. I recap our conversation in a final email:
Mr. Brown:

As discussed on the phone today, while I appreciate your editing your proposal today to lower the proposed monthly rate back down to what I am currently paying under my current lease agreement, I am not interested in entering a new 39-month lease term with Quadient. You indicated that there is nothing you can tell me as far as what my options are right now if I do not want to sign an additional 39-month contract with Quadient, and that someone (perhaps you) will reach out to me in December with further instructions. You agreed with me that if Quadient cannot fulfill the current contract that I should not be held responsible for the remainder of the contract once the machine I am leasing is decertified on December 30, 2024, but you indicated that there may be additional options made available to me next month. As of right now, given the take-it-or-leave-it option of either signing on for a new 39 month lease or ending the current lease term early because the machine leased to me will be decertified, I choose to have the lease terminated at no additional cost to me since the termination is not due to my default on the contract. Being that the current contract as authored by Quadient is silent as to the remedy to the lessee in the event the equipment leased becomes decertified, it seems the most logical recourse to terminate the contract at the point of decertification and for Quadient to take back the obsolete equipment placing both parties back where they started. I would like a response from Quadient about whether this is an acceptable resolution.

As an aside, while it is very clear to me from our conversation this morning that you see absolutely nothing wrong with how this new contract was presented to me, I recommend your team look into creating a more transparent transmittal letter for these new contracts. As it is written, you make it sound as though Quadient is merely swapping out outdated equipment for current customers as required by USPS’s new regulations which make the current equipment unusable as of December 30, 2024, when you are actually signing them up for completely new terms at a higher rate. You direct them in your correspondence to simply complete the bottom 4 boxes of the “pre-filled form,” which is actually not an equipment swap form, but a whole new contract.

Your apologies to me for “my opinion” and “my feelings” are unnecessary. Facts are facts. Your e-mail was deceptive. You should fix it. Even if you’ve been using this tactic for 20+ years it’s still deceptive. Even if, as you said today, no one has brought it to your attention before me, it’s not right.

I look forward to hearing back from Quadient regarding my email and what is to be done given its continued obligations under the current lease and my refusal to sign a new equipment lease agreement. I hope you have a better day as well.

Thank you,
His Reply:
To cancel, please call 800-636-7678(Option 4) ask for cancellations. They will create a case number for you and explain how to return the equipment and refund any monies that may be owed to you.

I called. Did what I was told to do.

Received a quote indicating that I have to pay $1,571.06 to have the lease terminated.

I refuse.

I am extremely disappointed with the service and product quality from Quadient. On December 17th, our postage machine, which was less than six months old, displayed a large X and stopped working. We received a replacement unit, but after assembling and transferring components, the display on the new machine was completely dead.

After contacting support, we were sent another machine. Again, we transferred all components and attempted to connect to the internet to activate it, but had no luck. Despite the initial machine working fine with communications, we were forced by their poor first-level customer support to involve our IT company to troubleshoot. After hours of troubleshooting, we confirmed it was not a firewall issue.

Quadient closed the case and created a new one, making us go through their horrible first-level support again, only to receive an email with firewall rules. We had to contact them again and create another case, but with no success. When we contacted sales to cancel our account, we found there was no way to escalate to higher-level support or speak with a manager.

In an attempt to save the account, the sales rep sent a replacement meter cartridge, which is what I had been requesting in my multiple attempts to speak with higher-level support. The meter cartridge did solve the issue, but three weeks had passed, we incurred additional fees for involving our IT team, and there was no follow-up from any customer service rep.

This company does not care to provide any level of customer support or satisfaction. I would not recommend Quadient to anyone.

I ordered this postage machine in late springl and finally received it in early July2. When I tried to set it up I could not connect and called for help. After waiting on hold for almost an hour I decided I would never do business with a company with such bad customer service. I left the machine packed in the box as it arrived and began replying to all emails from Quadient that I did not want the machine and to supply instructions to return it. I continued to email several times a month that I needed to return it and never got a reply or a notice that the email had bounced. When the 3 month “free trial” ended on October 2 I began calling the number on the invoice that appeared, charging me $197 (not sure for what as I never used it) telling them the machine was still in the box and I had been asking for instructions to return it since the day it arrived. On October 28 I called again and was told they were preparing return labels and I should have them by the end of the week. When they didn’t appear, I called on Nov. 19 and was told a request to void the invoice was submitted and I should have notice by email within 48 hours. When that didn’t happen I called again (each time waiting on hold for 30+ minutes) and was told that timeline was ridiculous and that it would take 6-8 weeks. I called again on j12/2 to tell them I was selling the business and I wanted the machine out of my office where it has resided for 5 months. I was told the request (from October 2) was in a department called “compliance” and she had no idea how long it would take but she would ask for it to be expedited. She could read the emails I had sent and never received a response to. She would not copy me on the email to expedite the request. So here I am, waiting for Godot while each month I get another bill from Quadient.

Terrible customer service - as -0-. They don't return calls and there is no customer service!
Sent new machine with a small book to install - no assistance. Called to program machine - no assistance again. Email a manual - can't even send you a paper copy.

Working with Quadient was unfortunately an awful experience for us. We were informed our machine would no longer work, and the only way to receive a working machine was to sign a NEW minimum 3-year contract at a price 2x+ that of competitors. If we didn't sign a new contract they would charge us anyways despite not having a working machine.

They sent us through hours of wasted time calling in to try and get more details. Each call they would continue to tell you they couldn't help you, someone else would, and transfer you around to different departments until you give up.

Work with Pitney instead

What an awful company to deal.Now on my 3rd day waiting for someone to contact me about our Franking machine problem. Pointless ringing up as no-one there and we're supposed to have a maintenance contract with them !!

We signed a contract a few years ago with them and ever since we have been having issues with their accounts department. They charge our account without sending us invoices, you can't speak to anyone unless you call on the prime number and spend probably at least £20 as the wait is horrendous. I can't find an email address for their accounts department to email them and every time, I try to create an account, the system comes up with an error.
Go elsewhere unless you'd like to spend hour trying to understand what they are charging you for on monthly bases.
Not renewing the contract with them!

I recently had an extremely disappointing experience with Quadient that compelled me to terminate our business relationship. Expecting the high level of professionalism that Quadient advertises, I was instead met with a series of unprofessional interactions that significantly impacted my business operations.

My primary point of contact, Mr. Brandon Carriere, consistently failed to respond to emails and phone calls, leaving me without crucial updates and affecting my ability to plan effectively. The situation escalated when I inquired about the status of an order's tracking number. Mr. Carriere not only lacked any updates but also chose to cancel the order abruptly and disconnected the call unprofessionally.

Such service is unacceptable and does not align with the standards expected from a reputed industry leader. This has led me to formally request the cancellation of my contract with Quadient. It is disheartening and frustrating to conclude what I hoped would be a fruitful partnership on such a note.

I have submitted a formal complaint to the Better Business Bureau and am awaiting confirmation of my contract cancellation. I hope my feedback prompts Quadient to revisit and improve their customer service practices to prevent future clients from experiencing similar issues.

Conclusion: I cannot recommend Quadient based on my experience, which was marked by poor communication and unprofessional behavior, ultimately forcing me to sever ties with the company.

J'attends toujours le contact ou l'appel du service client suite à machine en panne, on est à 2 mois d'attente depuis la panne début octobre...
En prime je paye l'abonnement 10 % plus chère pour l'option Sérénité....

Recently upgraded our Folder inserter & Software with Quadient. Our Account Manager Allan Garnham made the whole process from beginning right through to installation & 1training very smooth with no interruptions to our work flow. I would highly recommend both Allan & Quadient going forward.