Lexmark Complaint

  • Thread starter Thread starter clewis2002
  • Start date Start date
C

clewis2002

To whom it may concern:

I have done online support, spoken with 12 technicians and one Supervisor.
(call ref# 10153808) Here is my story...

I called Tech Support after personally troubleshooting this problem and
using online tech support. They came to the same conclusion that I had: The
controller card is blown.

I got the run around about service and parts. No one could tell me what the
part number was or how to order it. I spoke with Don, Brian, Vicki, Kevin,
Joe, Crystal, Janis, Kelly, Ida, and Nick. These people are from tech
support, service center, parts, and the local service center. Everyone said
that it was another department that I needed to talk to and transferred me
or gave me a number.

After 4 hours and complete disassembly of my "all in one" printer, I finally
asked for a supervisor. Neil let me know that the controller card is not a
FRU and that I cannot order it. He also let me know that the only way I can
have the $170 printer serviced is through the local service center. What he
didn't tell me, I had learned this from one of the technicians earlier, is
that it would cost $270!!!!!!

I have owned this unit for 1 year 4 months. I have spent $350, with ink. Now
I'm being told to either throw it away and buy another one or have it
serviced for $100 more than I paid for it new. What's wrong with this
picture??? Why wasn't I told to begin with, before I spent hours of my time
and completely disassembled my printer/scanner?

I am a VERY disatisfied customer. I've been a technician for 10 years and I
know how to do tech support. This is not it.

Chuck Lewis
Portland, OR
 
On Thu, 25 Sep 2003 19:30:04 GMT, clewis2002 wrote:

=>I have owned this unit for 1 year 4 months. I have spent $350, with ink. Now
=>I'm being told to either throw it away and buy another one or have it
=>serviced for $100 more than I paid for it new. What's wrong with this
=>picture??? Why wasn't I told to begin with, before I spent hours of my time
=>and completely disassembled my printer/scanner?

The only thing wrong is that tech support didn't tell you
to toss it and buy another right away. Maybe you didn't ask
the right questions - you seem to believe that the machine
should be fixable. However, you bought a cheapo printer,
and they just aren't worth fixing. I figure that for a
printer under $200, the purchase price just about covers
the warehousing, shipping, advertising, and retailer's
overhead. IOW, the printers are being given away, and the
profit is made on the ink.

Tough, but that's the way it is..... :-(
 
There's a happy ending to this story. Lexmark is replacing the printer and
looking into the FRU/part# issue.

I just wonder how many Lexmark printers are filling our land fills because
of this very issue.

Chuck "the squeaky wheel" Lewis
Portland, OR
 
In this case, you got the run around. Thats why I only deal with oki, My
guys kinda know after 20 minutes if its worth fixing.

sorry for the bad issue.

if you need anything let me know

David Drury
Pro Systems Inc
1540 Pontiac Ave,
Cranston RI 02920
401-463-5700 ex 118
Mon - Fri 8-5 EST
www.prosysweb.com
 
There's a happy ending to this story. Lexmark is replacing the printer and
looking into the FRU/part# issue.

I just wonder how many Lexmark printers are filling our land fills because
of this very issue.

Chuck "the squeaky wheel" Lewis
Portland, OR
Click to expand...



When you get the replacement, SELL IT immediately and buy a canon i860
and a little canon lide20 scanner or something cheap they are all
great.

theres your all in one. much cheaper to maintain and much better
quality.
 
Back
Top