• Report: #981439
Complaint Review:

Lexmark International

  • Submitted: Thu, December 13, 2012
  • Updated: Thu, December 13, 2012

  • Reported By: cbij — Sharon Massachusetts United States of America
Lexmark International
740 New Circle Rd., Lexington, KY 40511 Lexington, Massachusetts United States of America

Lexmark International Lexmark rep stated Prevail Pro all-in-one Printer replacement would be sent, call next day backed out Lexington, Massachusetts

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We bought a Lexmark Prevail 705 all in one copier about 3 yrs ago at an Office Max in MA.  It worked fine for about a year, then stopped working.  I had a good experience with Lexmark support, in that I called, they listened, then offered to send a replacement and box to send the broken one back.  I rec'd replacement promptly, sent old one to them in provided box, and figured they would research broken part and maybe improve product. 

About 13 months later, the replacement printer broke.  It chewed up paper no matter what.  After lengthy phone calls to Lexmark support, and doing every step suggested multiple times, the rep said it could be replaced.   I was irritated that the replacement product had failed, after the first one had, after light use, but happy the problem would be addressed. 

Three days later another Lexmark rep called me and said unless I could provide an email showing I had "registered" the printer they would not send a replacement.  I protested, saying I had been told one would be coming, and that I already had waited 3 days and really needed the printer, and since when was "registration" a REQUIREMENT to make a broken printer right?  If so I certainly hadn't been warned adequately. 

I told the rep I was not happy, and said unless someone higher up changed this decision and called me within 24 hours, I would complain and they would lose a loyal customer.  No one called.  The next day we took advantage of a promotion to get $50 off an Epson printer if you turned in your old printer, any brand or condition.  We now have an Epson WP-4530 which works very well, is faster, and has much larger and what appears to be cheaper (considering the cost of color as well as black and white) cartridges.

The following day I did get a call from another Lexmark rep.  I told them I was done with Lexmark.  If they had intended offer me a replacement printer, or just wanted to reiterate they would not replace the defective product, I will never know, as I did not speak further.

My final thought is that the Lexmark Prevail could be better designed, and that they lost out - first, that I will no longer buy Lexmark Products; and second, because they could have had their techs take a look at what went wrong in my (lightly used at home only) model if they had replaced it as they had the first time.

Thank you.

This report was posted on Ripoff Report on 12/13/2012 08:40 AM and is a permanent record located here: http://www.ripoffreport.com/reports/lexmark-international/lexington-massachusetts-40511/lexmark-international-lexmark-rep-stated-prevail-pro-all-in-one-printer-replacement-would-981439. 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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