javasaurus (![[personal profile]](https://www.dreamwidth.org/img/silk/identity/user.png)
javasaurus) wrote2005-11-21 08:43 am
javasaurus) wrote2005-11-21 08:43 am
Classic bad customer support
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
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
no subject
As for refill cartridges, maybe I should start putting a dime/page in a little jar...
no subject