Xerox Complaint - "Total Satisfaction" my BUTT!
SILVER CITY, NEW MEXICO -- I am getting the same runaround others have complained of on my Phaser 7300DT color printer. Within first 90 days, the fuser inexplicably went. Tech jerry-rigged the machine (stopped dead in its tracks from paper jams that take a tech to clear!) to print, and told us if it gives us more trouble, we can call and get a new fuser (major part!) no questions asked.
It died, we called, and were told we might have to pay for the fuser, as we've just gone over 90 days. Finally got them to send us one under warranty. We had to install the thing ourselves or pay for another visit from the tech. ("Second visit, same problem...")
Guy talked us through it. Machine ran for a couple of weeks, then quit again. More jobs being sent out to printer, so we are bearing the cost of that, too.
After numerous phone and email conversations, they agreed to send us a remanufactured machine and continue the warranty through October (7 more months). Any problems with it in that time, we can send it in and get the next machine up. "Supervisor" tells me to wait for a call from my customer support rep, who will tell me how to send this lemon back and get my replacement machine.
I just got off the phone with the customer relations person who said the supervisor told her to call me. According to her "notes" she thinks she is sending out a tech to try to fix my current machine, and if that doesn't work, then they'll take the next step to solve the problem! I told her that I will not let a tech touch this machine, but will put it on the back of his truck and he can bring it back to them -- else, I am getting a replacement 7300DT for this one, and if it fails before October...
Will write more when I hear back from Mr. Supervisor.