Epson
Failed to replace a defective All-In-One printer, with a new one, as promised

We purchased a an Epson Stylus RX580 printer in Dec. 2006. It was a Christmas present, so it wasn't put into use until sometime in January. After less than 3 months of usage, it was printing with black lines on the photographs.

After speaking with tech support, and doing everything I was told to do, I was told I would be getting a NEW printer. I specifically asked if it would be new. After the man put me on hold to check, he came back & told me yes, it would be new. I was required to give my credit card number to hold $179.99, until they reveived the original unit, in return.

The printer I recieved was a refurbished one. I called tech support (they would not connect me to customer service). After trying to tell me I had not tried printing on Epson paper (which I had), and being put on hold twice, the lady came back and told me I would receive a new unit. I had to fax a copy of my original receipt, then it would be taken care of.

After they received the fax, a man called and spoke to my husband. He started giving excuses why a refurbished printer was sent, when my husband told him we were promised a new printer, and that was what we wanted. The man proceeded to tell my husband, that no one had told us we would get a new printer. My husband insisted we were, and that's what we wanted. At that point the man said, "I was going to send you a new one, but now you can just keep the one you have", and then he hung up on my husband. We returned the refurbished one, so my credit card would not be charged.

I called customer service. I explained the whole situation. I was told that they have no new units available for replacements. All their new ones are manufactured for retailers. He also stated that the warrenty clearly states that refurbished units would be sent as replacements.

This is what the warrenty states in my user guide: "The replacement printer or part may be new or refurbished to the Epson standard of quality...". That tells me, that there are new units available for replacements.
That's where it stands at this point. They will send us another refurbished printer, but I wanted to exaust all my options, before I make a decision.

Company: Epson
Country: USA
State: California
City: Long Beach
Phone: 8005333731
Site: epson.com

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