Lexmark International Group Complaint - Lexmark equals HORRIBLE customer service
I bought a new Black 34 cartridge (from Lexmark online) for my home X5450, which I actually like. After a few days the printer gave me error messages, first Unsupported Cartridge, and then Left Cartridge missing. I swapped the cartridge with another one from Lexmark's online store, and it has worked fine ever since.
When I finally got around to getting the defective cartridge replaced I had an unbelievably bad experience. This should have taken less than five minutes, but it took three telephone calls, and a total of about an hour, not including wait times, which made the whole thing a two hour ordeal. The tech support phone line to Manila sounds like it is made out of tin cans and string. After waiting an average of 15 minutes for each of the three calls, I was disconnected twice after explaining my problem to an agent. The second time, the agent did not call back in spite of my having given him my number. Lexmark agents can read the script but their English is horrible, and they can only comprehend about half of what you tell them. The third agent first asked me for a receipt. I tried to give him the packing slip info but he wanted a receipt. It says on the packing slip that you have to go online to get a receipt. I did so but there is only a copy of the order, which does not include the item detail. After much poking around I could not find a receipt, and then after all that, the agent said I did not need a receipt! The agent then forced me to clean the bad cartridge, put it back in the printer, then power up and down, despite the fact that I had already done this about five times when the cartridge first went bad. All of this for a lousy $30 cartridge.
Finally the agent, after asking me countless more questions and checking with his supervisor twice, said he would send me a new cartridge. The agent was extremely polite, but I don't care if they are polite or not. I want fast, efficient service, and Lexmark sure doesn't have it. They would make a ton of money by bringing their support back to the U.S. where an agent would have resolved the issue in two minutes instead of thirty or forty. Most importantly, they would retain customers. I will not be buying anything from Lexmark again for my home, or for my office which spends a lot of money on printers every year. I just noticed where it says at the top of their web site contact form, "We're working hard to create an exceptional Lexmark.com experience for you." How ironic. Working hard is not working smart, but I have to agree that Lexmark created an exceptional(ly bad) experience for me.