Classic bad customer support

[javasaurus]

Several months ago, I bought a printer from Epson. A CX4600 all-in-one. Normally wouldn't have gone with Epson, but I needed a printer, and there was a very nice sell going on. Printer worked great for several weeks, especially in photocopy mode. Then it stopped printing. Went through all the motions, but no printing at all. Troubleshooting routines suggested running the cleaning routine, so I did. Twice. Nada. Color cartridges stilled showed as nearly full, but black was running low, so I replaced that. Didn't help. Contacted customer support. The following demonstrates that they don't actually read their e-mails, or are willing to treat their customers like idiots, hoping to squeeze one more ink cartridge sell out of the customer before losing them completely.


The Exchange (copy-paste from e-mails).

Me:
My CX4600 has ceased printing. I''ve changed print cartridges, and I''ve
followed the head cleaning procedure, nothing works. Won''t print from
computer or as a photocopier. It goes through the motions, it sounds like
it is printing normally, but the paper comes out blank. Suggestions?

Them:
Thank you for contacting the Epson Connection.

It is unfortunate that you are having this difficulty with your printer.
However, to most effectively resolve this issue, we will require more
detailed information than what you have provided.
Please confirm that the cleanings were done using the most effective
method listed below.
*methods were listed for different OSs -- here's part of the one that applied to me*

4. If the nozzle check pattern has no gaps in its lines, click FINISH. If
the pattern has any gaps, click CLEAN to clean the printhead again.

5. Repeat the cleaning cycle up to 3 times.

If you are still receiving incomplete print after running the cleaning
cycles, you may need to replace your ink cartridge. If you have already
replaced the ink and the issue persists then the printer will require
service. then some info on my warrantee


Me:
Thank you for your response and advice. However, the nature of your advice
has led me to buy a new printer. Your advice, upon consideration, becomes
the following: Though I told you I had used the head cleaning procedure,
and replaced the cartridges, you indicated I should again use the cleaning
routine three more times (thus empyting the print cartridges), then replace
the print cartridges (again?), and half-empty them using the cleaning
routine. Only then, after frustration and expense, send the printer to
Epson. I cannot believe that all four print cartridges would clog at once,
nor do I believe that the machine would completely cease all printing
suddenly, instead of gradually, unless there was a major design or
manufacturing flaw. It was a great little printer for the few months that
it worked, but I cannot see myself buying another Epson after this,
especially when the warrantee amounts to "spend the cost of a printer in
ink, then we'll fix the printer."

Them:
Thank you for contacting the Epson Connection.
If you are still receiving incomplete print after running the cleaning
cycles, you may need to replace your ink cartridge. If you have already
replaced the ink and the issue persists then the printer will require
service. then some info on how to contact customer support by phone

Comments

[rionnkelly.livejournal.com]

Well, dearie, employees with pulses have this nasty thing about fair labor practices and wanting to be paid.

Electronic employees are far more cost effective. At least this Virtual Customer Service Rep responded in English.

Welcome to the 21st century.

[wilhelmina-d.livejournal.com]

If it helps, it took four exchanges before I got a real person's response to my issue at Amazon.com.

[dacuteturtle.livejournal.com]

Buying a Brother plain-jane laser printers was the best damned thing I ever did. I was tired of expensive cartridges that dried out. I was tired of head clogs. I was tired of ink-refill robbery. Jen has printed on my laser printer for a year and it still hasn't run out. That's no mean feat. I haven't even missed the color.

In the future, I expect to pay for all my photo printing. It may cost me $$$, but I don't have to maintain the damned printers.

[javasaurus.livejournal.com]

You wouldn't believe how nice it is to have a photocopier (even a really slow one) at home. Didn't have to go out to photocopy my taxes, rebate forms, or other garbage that I (having a hyphen) like to have copies of. We ended up getting a slightly more expensive HP all-in-one. I've used HP printers for years at work, and probably should've gone HP to begin with. Live and learn. I'll never buy Epson again, though, that's for sure.

As for refill cartridges, maybe I should start putting a dime/page in a little jar...

[dacuteturtle.livejournal.com]

I'm sure that Jen would love having a copier. We have some reliable HP all-in-one's here at work. If I do get one, it'll be laser. I've simply learned to despise cartridges.