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Report: #190686

Complaint Review: FixYourOwnPrinter.com - Nationwide

  • Submitted:
  • Updated:
  • Reported By: Hollis New Hampshire
  • FixYourOwnPrinter.com Fixyourownprinter.com Nationwide U.S.A.

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I ordered an HP LaserJet 4 replacement cartridge from FixYourOwnPrinter.com. Their Web site pictured a valid HP box, and the stated "re-manufactured to meet or exceed OEM specs". When the cartridge arrived, first, it was not in the box pictured but instead, in some generic box. Next, it did not print at all and looked worse than when a normal good cartridge starts to run out of graphite.

I contacted the company and suspended my Amex charge as I do when something has to be 'put right'. First I got an angry email from "Adriano" when I told him I was suspending the charge so they could send me a good cartridge. His angry, frustrated email whined about how "cancelling" an Amex charge was a "pain" for him. When I told him I did not cancel the charge but merely suspend it, he wrote me and said he would forward a UPS label, which he did electronically - I returned the cartridge and waited.

More than a month later, I wrote asking if I was going to get a replacement and to my utter astonishment, the same 'Adriano' now whines again about cancelling a charge (which I still had not done) and then (!!!) says to me that the cartridge I returned to him was NOT the cartridge he shipped me. That was an utter outright lie - I had only ONE cartridge at anytime anyway and could not have shipped him anything but - which I did. I finally cancelled the charge and reported this scammer to Amex, the California Better Business Bureau, and here on Rip-off Report.

Avoid this guy like the plague. He sends you stuff that doesnt work and then whines about fixing it - and then accuses you of committing a fraud. (Like I actually have THAT kind of time for a $50 printer cartridge).

Bruce
Hollis, New Hampshire
U.S.A.

This report was posted on Ripoff Report on 05/09/2006 12:34 PM and is a permanent record located here: https://www.ripoffreport.com/reports/fixyourownprintercom/nationwide/fixyourownprintercom-beware-of-fixyourownprintercom-ripoff-scammer-internet-190686. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
13Consumer
1Employee/Owner

#14 Consumer Comment

FYOP attitude

AUTHOR: Stuart - (Australia)

POSTED: Wednesday, May 30, 2007
I believe that Moe does not have the social skills to undertake a business, if the person whom purchased a laserjet 4 toner cartridge and it was indeed faulty, maybe because they have a genuine box on the site, maybe they are using it as a guide, I agree the site is providing false infomation making the user think they are purchasing OEM toner.

On the forum when you try to express your opinion he tends to ban you for saying something he doesnt agree with, I was banned from the forum simply because of a personality clash between me and Moe, I really dont trust this site because of his attiude.

This report done by Bruce is not of a surpise to me, Moe is not certified at all, no certifcates what so ever, think about the warranties he is voiding by simply repairing the printer.

Fixyourownprinter.com is just fill of politics, and the advice is pretty much pratical and useful 98% however he accused me of telling bad advice when really I was just trying to help, I would believe he will ban other techs whom he doesnt like.

I would wonder what quality of the kits he is selling for the older printers, I would believe half of it is from junked printers, and also the rubber roller repair soultion is just giving corrupt techs a avenue to sell roller assemblies with this soultion and cleaning the rollers up and selling the assembly as new OEM or new aftermarket.

FYOP is a serious consern for me, I would believe there will be more complaints about this site in the near future, my suggestion is to stay away from this site and have the printer serviced by a professional or have someone competent to teach you properly.

Beware of FYOP.

Stuart
President of the Anti FYOP Movement.
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#13 Consumer Comment

I trust Moe

AUTHOR: Michael (pcrmike) - (U.S.A.)

POSTED: Thursday, January 11, 2007
I am a popular poster on Samsung printers and HP printers on (((link redacted))), as well as 4 other very popular forums. In my 6 years of dealing with these forums and more than 3 of posting on Moe's site, I can tel you that I have heard zero, zilch, nada, nunca, other than this one guy, ?Bruce? who has posted a complaint.

I have contact with over 250 other dealers directly, and have gained nearly 100 customers who post and contribute info to Moe's site, and have not heard a peep of negative comment toward him or his site. His dealings there have been for the public to view, and are easily seen by anyone who wishes.

He provides a good service to those who need it, and we simply try to help that continue by posting help ourselves. ?Bruce? needs to get a life it sounds like instead of making up his own fantasies. It lends itself against any cred he may have enjoyed at the beginning of this post. :-) PCRMike

CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.
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#12 Consumer Comment

This site helps thousands of people per day

AUTHOR: Phil_g_k - (Canada)

POSTED: Tuesday, May 23, 2006
Logic alone would prove this complaint to be spurious!



I'm a poster at this site and have seen the gratitude of hundreds of people expressed there.

I myself am very grateful that the forums and services provided have enabled me to save time and money.



What I find troubleing is that a site exists that allows someone to be besmirshed simply on the disgruntledness of one person. With no investigation required. Stikes me as contrary to what America is all about. But that is just one Canadians opinion.
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#11 Consumer Comment

This site helps thousands of people per day

AUTHOR: Phil_g_k - (Canada)

POSTED: Tuesday, May 23, 2006
Logic alone would prove this complaint to be spurious!



I'm a poster at this site and have seen the gratitude of hundreds of people expressed there.

I myself am very grateful that the forums and services provided have enabled me to save time and money.



What I find troubleing is that a site exists that allows someone to be besmirshed simply on the disgruntledness of one person. With no investigation required. Stikes me as contrary to what America is all about. But that is just one Canadians opinion.
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#10 Consumer Comment

This site helps thousands of people per day

AUTHOR: Phil_g_k - (Canada)

POSTED: Tuesday, May 23, 2006
Logic alone would prove this complaint to be spurious!



I'm a poster at this site and have seen the gratitude of hundreds of people expressed there.

I myself am very grateful that the forums and services provided have enabled me to save time and money.



What I find troubleing is that a site exists that allows someone to be besmirshed simply on the disgruntledness of one person. With no investigation required. Stikes me as contrary to what America is all about. But that is just one Canadians opinion.
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#9 Consumer Comment

This site helps thousands of people per day

AUTHOR: Phil_g_k - (Canada)

POSTED: Tuesday, May 23, 2006
Logic alone would prove this complaint to be spurious!



I'm a poster at this site and have seen the gratitude of hundreds of people expressed there.

I myself am very grateful that the forums and services provided have enabled me to save time and money.



What I find troubleing is that a site exists that allows someone to be besmirshed simply on the disgruntledness of one person. With no investigation required. Stikes me as contrary to what America is all about. But that is just one Canadians opinion.
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#8 Consumer Comment

my experience

AUTHOR: Richard - (U.S.A.)

POSTED: Wednesday, May 17, 2006
While I am surely not going to venture into the specifics of the dispute between Moe and Bruce, I will confirm the posted report from Moe about the fuser lamp ("PLW NT again"). Last week Fix Your Own Printer did take my word for it that the fuser lamp that company sent me broke. And Fix Your Own Printer did send me a replacement bulb free of charge by priority mail. In my business I don't take anyone's word, so I am quite pleased that Moe chose to believe me, a lone voice in the Internet.



I kept the broken bulb in case anyone wants to see it.
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#7 REBUTTAL Owner of company

Who Really Got Ripped Off

AUTHOR: David - (U.S.A.)

POSTED: Tuesday, May 16, 2006
Posted on behalf of Moe:



My name is Moe. I run the fixyourownprinter site. I failed in my attempt at getting this baseless post removed. It seems that Ed considers all accused companies guilty and no matter how much evidence you provide that you were wrongfully accused, you can't remove the original complaint. I was told that my only recourse was to refute it. I was also told that even bad publicity was good as I'd get more business. I guess that must be true because Fridays are usually slow and business actually increased today.



I've had numerous articles in major newspapers, computer magazines and websites about my site. Truth be told, I'd rather have the favorable ones. In 6 years and over 50,000 customers, you are bound to run into at least 1 ?Bruce?. We've always given customers the benefit of the doubt when they've had problems with our products. As recently as last week (you can confirm it on our site ?PLW NT fuser ? again?), a customer complained a lamp he received several months ago had broken inside the printer. I sent him a replacement, totally free, no questions asked.



This is the way I've always done business. You can Google fixyourownprinter and see for yourself. You'll get upwards of 30,000 hits on it and if you have a lot of time on your hands, see if you can find one negative comment about my site.



Getting back to what started this whole thing. We did send Bruce a remanufactured toner cartridge. We used to remanufacture them ourselves, but when the internet part of the business started to demand more of our resources and space, we made the decision to outsource them. The person who does them now is a long time friend who I started in the business. He received training from one of the best cartridge rebuilders in the industry.



I very rarely have problems with his product and if I do, he makes good on it. Even new OEM cartridges can fail. We do practice what we preach and if you were to come into our office unannounced, you would find all remanufactured cartridges in our office equipment.



The construction of the 4L cartridge requires you to thoroughly vacuum out all the leftover toner and waste toner before you can proceed. There are no separate compartments for them and the drum is what keeps them from mixing once you pull the seal. You have to fill it with toner, then install the seal. A small amount of toner is applied to the developer roller so the cartridge can be post-tested.



All of the cartridges we get from our sub contractor do get tested before packaging. It is possible for the cartridge to get damaged in shipment as it is possible for the customer not to properly pull the seal. We put these questions before Bruce in our emails to him and he said that he had indeed pulled the seal out and it all came out cleanly. We expressed some concern about his contesting the charge on his Amex card and he pointed out that he just ?suspended? the charge, and didn't contest it (at that time).



We then agreed to send him a return label so we could examine the cartridge in question, test it, and either repair or replace it. This was done and he returned a cartridge to us.



Upon receipt of the returned cartridge, we unpacked it and noticed it felt kind of light, like an empty cartridge would. We weighed it on our electronic scale and it read the same weight as an empty cartridge would. Our sub contractor labels all of his cartridges. While it came back in the original box we packed it in, it was totally devoid of any labels. We sent it to our sub contractor and he opened it, confirmed it was totally devoid of toner and also that it did not come from him.



At that point, I have to admit that we dropped the ball. I'll blame it on the fact that we had an article in PC World that caused a huge increase in order volume. At the same time there was a memo circulated at the company that builds and maintains lotto machines, which further strained our beleaguered staff.



Since everyone was busy trying to get out what was twice our daily volume, we neglected to inform Bruce that he returned an empty cartridge to us. He waited about a month to ask us what happened to his cartridge. I found it kind of strange since he claims it was his only printer and he runs ?a large software company.? I also found it strange that 3 weeks prior to his email asking about the cartridge, he actually did contest the Amex charge. When we explained to him that we couldn't replace an empty cartridge with a full one, he got very angry and threatening in his subsequent email.



In spite of all this, we did send him another email seeking to work things out, which he ignored. I reviewed all of the email exchanges and at no time did we send him any whining, threatening or demeaning emails. They were all written in a courteous, professional manner.



So here we are, out the cost of a cartridge, out 2 shipping charges, being threatened with being reported on this site, the BBB, Amex etc. So I ask you, if you were in our place, would you have sent him another cartridge? In the end, Bruce received a tested working cartridge for free. Who really got ripped off?
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#6 Consumer Comment

Responding

AUTHOR: Bill - (U.S.A.)

POSTED: Thursday, May 11, 2006
Well it is interesting to say the least. If you are making six figures a year and have a successful software development company I for one would think you could find( or at least some of your people) could find plenty of cartridge remanufacturers closer to you than on the west coast. Also, I for one find it hard to believe that you making six figures and having a successful software development company would let a machine sit " for a month" waiting for toner.



I don't believe for one second a bit of your story. What actions do you think Moe would take after you send letters to the places you specified. His only recourse is his own forum here. Which he is using to get the word out about you.



I don't work for FYOP, I do contribute to the board when I have pertinent information to contribute. So I have nothing to gain, save I work for a company that does sell compatible cartridges, and services printers, much like Moe's company. We get people in all the time swearing they just put the cart in and it was empty(mainly inkjet carts however). We deal with these people on a case by case basis as we physically see the person and the mannerisms to help us determine our response.



Yes there can be mistakes made, but your story lends to one that I my view give less credibilty to you.



Pay the company the money you owe them and move on. Incidentally why did you give FYOP the phone number 603-555-5555? This again helps to disprove your story. Also, why did you respond with a different name on FYOP website than you do on this website? Hmmmmm?
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#5 Consumer Comment

Who Is Telling the Truth

AUTHOR: David - (U.S.A.)

POSTED: Thursday, May 11, 2006
Since the original poster deemed it necessary to respond to my comments lets see if we can get the record straight. First off on this board he claims his name is Bruce. When he posted today on the Fixyourownprinter.com board he used the name A. Foreman. When he gave his telephone number on the order he used 603-555-5555 which is not a real telephone number. He also claimed in his post today that he operates a successful software firm and earns a 6 figure salary. Then why the heck would be wait 30 days to get a toner cartridge for his laser/printer. Come to think of it why would he still be using a very slow 12 year old printer. He was also asked if he removed the sealing tape from the toner when he claimed it did not work and he said he did. Since the sealing tape is the last thing put in the toner before it is closed, how did he get an empty toner that had a sealing tape. He does protest to much.
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#4 Consumer Comment

FixYourOwnPrinter.com

AUTHOR: Phil - (U.S.A.)

POSTED: Thursday, May 11, 2006
While I have not ordered anything directly from them, I know of MANY businesses & people that have over the last couple years. Indeed, once in a while a problem does arrive, but I have never seen a case yet where FixYourOwnPrinter has not taken care of the issue.



This person claims "it did not print at all"...



That is an extremely vague response in the printer arena. What are the details?



Many respectable & qaulity businesses do have measures in place to track their cartridges. Not only what & when they shipped, but how each individual cartridge is produced, & even where it was sent. This will tell you if the cartridge being returned was actually produced by your business. Did this person actually return the correct cartridge? I have see this happen hundreds of times...the consumer mistakenly returning the WRONG product. I have zero doubt in my mind that FixYourOwnPrinter. would have happliy replaced one of their OWN cartridges if it were indeed defective, without having to take these extreme steps this person has taken!





Phil

MN.
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#3 Consumer Comment

Who doth protest?

AUTHOR: Bruce - (U.S.A.)

POSTED: Thursday, May 11, 2006
It seems all that David in New Jersey can muster here is the opinion that since HE has never experienced any problem with FixYourOwnPrinter, that therefore, anyone who does is somehow "shady" or protesting too much.



David makes no mention of what the original complaint states, and IS a fact. FixYourOwnPrinter to this very day, still posts a picture of an authorized HP recharged toner cartridge on their web site - that is NOT what arrives at a person's door - I know because I have dealt with these guys too - they DO NOT ship what is advertised. Period, finito - go look for yourself!



Secondly, David must not be very experienced at business over the Web. Amex, Visa, MasterCard and many other cards not only support, but RECOMMEND suspending charges when there are difficulties. What the original poster did was EXACTLY what anyone should do. I presume David must have strong faith or something and not care about his money.



Third, I also experienced FixYourOwnPrinter's "customer service" which I would rate just about equal with Saddam Hussein's customer service. The people I spoke to there were rude, short, and it was not until I got angry at the 'tone' of their 'support' that suddenly they became helpful. Sure FixYourOwnPrinter may be fine when you dont bother them - but the test of ANY company is how they respond to problems, and in this FixYourOwnPrinter scores about a D- on that.



Lastly, in my dealings with FixYourOwnPrinter I came to find that they "job out" a great deal of their work. And yet, when you need help they seem to presume that their sub-contractors are never wrong, never make a mistake. In my case they did - and it appears in the original complaint they did, and yet their customer service behaves as though customers are somehow all always wrong.



I have found another very reputable and friendly local company for my printer needs, and I can easily understand the original complaint issued on this company. As well, it seems that David in New Jersey cant offer much of a rebuttal except the theory that "I had no compalints, no one should..."



Thats pretty weak and me thinks he doth not think outside his own 'perfect' world.
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#2 Consumer Comment

Rebuttal to complaint about fixyourownprinter.com

AUTHOR: Sharon - (U.S.A.)

POSTED: Thursday, May 11, 2006
I am a customer of fixyourownprinter.com. I would like to say that my experience with this company has been nothing short of satisfactory in every way. They are amazingly quick in responding, and the kit I ordered to "fix my own printer," complete with a video showing how to do it, kept my old printer out of the landfill and gave me years of additional service from it. For me, a complete non-techie, their service/products have been invaluable.



Of course, I have no way of knowing, but the complaint posted here does seem bogus to me, and is totally opposite my experience with them--and from many others it seems, as evidenced by the activity on their forums.



I applaud this company for their knowledge, expedience, customer service, and particularly the environmentally friendly aspect of this type of business.



Sharon
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#1 Consumer Comment

I Find This Report to be Suspect

AUTHOR: David - (U.S.A.)

POSTED: Wednesday, May 10, 2006
I am a poster to the site which helps consumers fix their own printers. In the 3 years I have been posting to the site I have never heard a complaint about the company nor any complaint about the products they sell.



Sometimes when a person buys a kit or item from the site and has trouble with it they post on the site's forum and someone responds with help or suggestions. Many times the site moderator "Moe" will step in with help of his own or has the individual contact him via email to solve the issue another way.



I have also purchased kits and items from the site and have always received them very fast and never have had a problem. The reason why I find this report suspect is the immediate "suspend" the person put on the charge. It would appear he has done it many times before and it would be interesting if AMEX would look into his actions since a cardholder also has some responsibility for being honest and providing correct information to the credit card company.



I realize this is a matter of he said, she said and to be honest if I had to decide who is telling the truth, I would have to go with Fixyourownprinter since I have 3 years of experience with them and know absoululy nothing about the person making the complaint. Since the person has contested the charge and has not paid and the return of the cartridge was paid by fixyourownprinter.com I fail to see how he has been ripped off in the first place. He doth protest to much.
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