• Report: #1019397

Complaint Review: Epson America, Inc.

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  • Submitted: Sun, February 24, 2013
  • Updated: Tue, March 05, 2013

  • Reported By: Ross — Valley Village California United States of America
Epson America, Inc.
3840 Kilroy Airport Way Long Beach, California United States of America

Epson America, Inc. Ordered Artisan 835, was sent Defective 830...Twice so far... Long Beach, California

*Author of original report: Epson Says they'll overnight an Artisan 835 replacement...4 days ago, still nothing

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I ordered an Artisan 835 directly from the Epson Store online.  What was sent to me was An Artisan which was labeled as an 835, but identifies itself on my network as an Artisan 830.  I called the support line and was not able to get a coherent explanation as to the differences in the 2 models, yet was assured it is every bit as good as the 835.  I let it go an just assumed some underpaid eight year old in Korea, China or Taiwan flashed the wrong ROM on my printer, but it seemed to be functional so, fine.

Then after about 3 months the print head started to clog and no amount of head cleaning was going to make any difference.  I know this because I went through more than 1 full cartridge of all 6 colors trying, so it was time to request an RMA.

I should mention I bought this as a replacement for an Artisan 810 which suffered the same fate, clogged print head. [continued below]....
.....  I RMA'd the 810 3 times, before the warranty expired.  Each time I called or emailed Epson support I was told the same thing, "You printer is out of warranty"

This time was no exception.  My 3 month old printer, which I purchased directly from Epson.com was listed as having been purchased more than a year ago within the Epson Database.

I am just going to remind you that this exact same thing happened all 3 times I RMA'd my Artisan 810.  Granted I purchased it from Best Buy not Epson directly.  But I cannot claim to be a logical and reasonable human being AND claim that this must be a coincidence. 

All things being equal, the simplest explanation tends to be the correct explanation.  This is a simple case of Epson dodging its responsibilities to their customers under the warranty agreement.  You see in order for me to RMA the printers (all four times) I had to prove when I purchased them, EVEN the one I purchased directly from the company I was requesting the RMA from.

Epson has not been able to get away with this in my case, I keep impeccable records in tangible as well as digital form.  I can only guess at how many of their former customers have not been so fortunate.
Today the replacement that was sent to me for my Artisan 830 (which was supposed be an Artisan 835) has failed, again a clogged print head.  I purchased the original Artisan 835 at the end of July 2012, today is February 24, 2013 and I am about to send it back for the second time.  I also should mention, this printer, the Artisan 835 sent as a replacement, is also an Artisan 830.

In anticipation of the rigamarole I am about to be subjected to before I will be granted an RMA for yet another defective Epson Artisan I felt it wise to share my story thus far in dealing with Epson America Inc. and their practices regarding their warranty obligations.



This report was posted on Ripoff Report on 02/24/2013 06:13 AM and is a permanent record located here: http://www.ripoffreport.com/r/Epson-America-Inc/Long-Beach-California-90806/Epson-America-Inc-Ordered-Artisan-835-was-sent-Defective-830Twice-so-far-Long-Be-1019397. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Author of original report

Epson Says they'll overnight an Artisan 835 replacement...4 days ago, still nothing

AUTHOR: Ironicus - (United States of America)

Spoke to another rep from Artisan, the first thing he told me was..."Your printer is out of warranty".  I then told him when and where I purchased it and gave him the purchase information which changed his mind .  I began telling him about the issues I have had with every warranty exchange I have had to process and the 830 for an 835 fiasco, his reply was to tell me my unit was not in warranty.
So the first thing he says is it is out of warranty, then after looking up the order he says it is in warranty, but when I tell him about the history I have with Epson warranty dept, he decides the printer is out of warranty.  Unbelievable, right?
I requested a supervisor who came to the line and started arguing with me about the 830 or 835 issue.  I didn't bring the subject up, I didn't want to argue about it anymore but he was not interested in any other conversation.  Eventually he agreed it was in warranty and wanted my credit card number to process the exchange.  I refused.  He said then I would have to send the defective one back  before a replacement would be sent to me.  I have been through this enough times to know the procedure, but considering the treatment I have received from Epson I wanted the replacement sen to me without having a 200 dollar hold on my credit card. 
He said he would speak to another dept, put me on hold and came back offering to have a replacement sent to me with 2 day delivery, after they receive mine.  I refused and asked to speak to the person in the other dept who had authorized him to offer me the 2 day shipping.  He put me on hold and came back to the line with Trudy A. Epson Customer Relations.

After 20 minutes of back and forth with Trudy A. she finally agreed to overnight a replacement to me.

That occurred on Friday March 1, 2013...today is March 5, 2013 and I still have not received my replacement printer.  How long does it take for an overnight delivery to arrive?

When I sent back my Artisan 810, the second time, because they shipped me a defective replacement(which would not even power up) they overnighted a replacement to me and it arrived the very next day.

If anyone from Epson should read this report before this issue is resolved, I want you to know that I am now a problem yo are going to have to deal with.  I am not a problem that will go away if you ignore me.  I keep every email, shipping label and packing list I get from you and I even record the customer service calls I have with you.
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