Xerox Corporation (Printers) Worthless Service Contract National/Columbus, Ohio Nationwide

I purchased a Xerox Phaser 8560 printer. Generally, it is a good printer but repairs are very expensive. So when the one year warranty was up, I spent several hundred dollars on a three year service contract. The printer is too big and heavy to take to Xerox so the contract is for onsite repairs. Shortly thereafter, the printer developed an intermittent problem in which it would periodically say the paper tray was out of paper when it wasn't. I would have to manually feed paper until this intermittent glitch disappeared for awhile.

I had a repair person come out. He thought it was the paper tray and had a new one shipped to me. The problem persisted. On two occasions I called their tech support and the tech staff walked me through what they thought might fix the problem. It turned out to be a waste of time. I was busy and let the problem go for a few years. When the three year contract was almost up, I recieved correspondence from Xerox inviting me to spend more money to extend the contract.

At this point I was fried. I obviously had a lemon and since I paid for a service contract I decided to get it fixed under the service contract. On two occasions I scheduled appointments for their service tech to come and repair it. On both occasions I stayed at the office to be there for the tech and on both occasions it was a no show. There was a lot of finger pointing back and forth between the national company (I believe the service contract is with them) and their local affiliate.

I am not willing to waste another afternoon waiting for a tech who may well not show and who, based on past experience,  probably won't be able to fix the elusive, intermittent problem. I asked Xerox to either refund the money I spent on the worthless service contract or replace my lemon with a similar double-side printing model that uses the same type of ink (the ink is expensive and I don't want to have to pitch several hudred dollars worth of ink).

All I get is the local and national blaming each other and asking me to make another appointment. That is not acceptable. Three strikes and they are out.