Complaint about a Repair
ROCKVILLE, MARYLAND -- A client of mine has an Epson CX11NF All-In-One document machine. It is out of warranty.
Recently, the Auto Document Feeder (ADF) jammed. Once the paper was removed, the ADF failed to work anymore.
Epson Support was contacted and we were told to send it to one of their authorized repair centers, which was MicroCare Inc., located in Maryland.
My client paid the $35 to have it looked at by MicroCare and was told it could not be fixed without having to order a whole replacement ADF unit which was in excess of $300. Of course, he decided against having it fixed at that price.
I understand the price of parts, especially when you can't get a particular part out of some of the larger pieces without getting the whole piece. George from MicroCare explained this to me on the phone. That is fine, and understandable, however, it is not the problem.
The problem is this. My client was told that the unit could not be fixed without having to spend over $300 for parts.
I took the unit apart, found a piece that was out of place, put it back into place, put it back together, and now everything is working just fine. I don't even have an education or proper training to repair these things, but I had no trouble finding the real problem and fixing it, in less than an hour it was already back together and scanning.
That means that the unit could in fact be fixed, and without any parts required at all.
So my client was misinformed. Had he proceeded to get service with MicroCare as instructed by EPSON, he would have spent an additional excess of $300 on top of the $35 he had already spent to be misinformed in the first place.
I called EPSON to tell them about the problem with MicroCare, and guess what? They don't care. They explained to me that the unit was out of warranty and that it is not their responsibility. However, because they were the ones who referred me to this company in the first place, I thought they should know what kind of service I got, especially since EPSON referred them. Well, they don't care. There is nothing they can do they said, except to call MicroCare.
I called MicroCare. They tried to explain to me the cost of replacing a broken part - basically, they can't get a single part, they have to order a larger piece containing the parts, therefore, they have to charge accordingly.
Once again, I explained to them that was not my problem. I DON'T need parts. They had incorrectly told me that I needed to order these parts, that the unit could not be fixed otherwise.
I fixed the unit myself without parts. I told them I was concerned about how many other people might be a victim. They ignored my concerns and wouldn't even refund my client the $35 he spent to be mislead and misinformed. He almost lost an additional excess of $300. What kind of justice is this? They told me to write them a letter and they'd discuss it with their boss. I think I should just call and talk to the boss myself.