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Epson Complaint - Worst customer service ever! - Printer replacement
Printer replacement - Complaint
I bought an Epson 810 Artisan printer in January 2010. This is a fairly expensive printer designed for high volume, high resolution jobs. The printer stopped feeding sheets of paper in the summer of 2011, and Epson customer service said it was covered by my warranty, so they sent me a replacement 810. A few months later, the replacement printer had the exact same problem. When I called to ask that they replace it with a different model or refund my credit card, the customer service department said they could only give me another 810. I explained that I did not want a third defective printer. They told me it was not a known issue, even though I had it happen twice and there were numerous websites where customers were asking for technical support on how to fix the issue. Finally, after repeatedly telling them I would not accept a replacement 810 and wanted a different model, I was transferred through several layers of management (with up to 20 minute hold times each transfer) and told I would receive the next model up, and it would arrive on Monday (this was the Friday before). When I called on Monday to get the tracking order so that I could be home when it arrived, it took me over an hour to find out that it would not be arriving until Wednesday. I lost business due to this defect, and spent at least 4 hours on 3 phone calls trying to resolve the issue. The support team was completely incompetent and rude, and unwilling to help. I have never been so frustrated with a company's customer service, and I would never buy from Epson again after this experience.
Comments:
Posted by At Your Service on 2012-02-01:
To me it sounds as if they were doing really good. They offered a second replacement printer even though the purchase was made two years earlier. Have you ever had the printer serviced? Printers do need cleaning and realignments occasionally, especially if they're being used for high volumes.
Posted by trmn8r on 2012-02-01:
Epson has twice given you a new replacement under warranty, and it sounds like at least the second one was an upgrade. To me, they are trying. I'm sorry they were rude and unwilling to help - evidently you finally found someone who was.
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