Epson Printers Complaint - Defective Printer
I have two complaints with Epson. We have been using Epson Dot Matrix printers since 1982. We recently purchased two new computers which use the Windows 7, 64 bit, operating system. There are no Epson drivers for our older printers. After being told by Epson that Epson doesn't have drivers for our older printers, I spent hours researching the internet and then purchased a new printer, the Epson 590, which works with Windows 7. Later, I came across a Microsoft article which describes non-Epson drivers that may work with older Epson printers. Oki generic drivers work with my older printers. Not only doesn't Epson provide the needed drivers, they didn't tell me that some generic non-Epson printer drivers would work. It is an irony that a competing company provides drivers that work while Epson remains completely silent.
My second complaint is that the new printer from Epson is defective. It does not print fully formed letters. I spent several hours with Epson technical support on two occasions diagnosing the problem. At first, the technician blamed Microsoft since they provide the drivers in Windows 7. Finally, after trying the printer with a computer running Windows XP. the technician decided that the printer is defective.
I was given two options. 1) Travel 18 miles to a service center for a repair. If the service center could not repair the printer, Epson would provide a replacement. However, the replacement could either be a new printer or a reconditioned printer to be decided by Epson. The technician referred me to the warranty. I reminded the technician that you don't receive the warranty until you buy a printer and that Epson writes the warranty, not the consumer. I asked if Epson would send me a new printer and then let me return the defective printer or let me send them the defective printer first and then receive a new printer from Epson. The answer was no.
2) The technician told me that I could send the printer back to the vendor who sold me the printer. I called the vendor. They would replace the printer if after inspecting it, they agreed that the printer is defective. I would have to put the box that was used to ship the printer to me in a second box to keep it clean, package it back in the box the way it came from the factory, have it inspected by the vendor, pay the return shipping, and pay shipping again if the vendor decides there is no problem with the printer. Or I could return the printer minus a 17% restocking fee.
So much for buying a new printer. Between Epson and the vendor, I have experienced nothing but lost time, lost money, and frustration. In my business, I stand behind my product and service and go out of my way to keep customers happy. The same cannot be said of Epson. My company will not spend money for Epson products in the future.