Report: #637083

Complaint Review: Lexmark Printer

  • Submitted: Thu, September 02, 2010
  • Updated: Tue, January 18, 2011
  • Reported By: underwaterman7 — Lake Forest California United States of America
  • Lexmark Printer

    United States of America

Lexmark Printer Seriously defective printers,horrible tech support and no $4.99 black ink , Internet

*Consumer Comment: Print Head = New Printer

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I purchased a Lexmark Prestige Pro805 printer,from Office Depot,in May 2010. It worked for approximately three weeks but paper jammed constantly. I tried a thinner grade of paper but it was jamming on every other page. Shortly thereafter,the magenta ink started spitting out all over the print pages. The network and scanner capabilities stopped working and the black ink printed washed out. 
I telephoned tech support and they told me it was a software problem. They wanted to access my computer but I refused. They had me clean print heads,print test pages,turn on,turn off,unplug,plug in,reset,print more........etc. One and a half hours and no resolution. After all this time,they said there's nothing they can do without accessing my computer. I again said no and I demanded a better answer. The tech told me I had to print out a test page and email it to him so he can see the ink pattern. I told him that I have no scanner. It didnt work on the printer. He said"I dont know. We need proof". I hung the phone up and two days later I got an email from Lexmark stating they are sending the part I need. I got a package from them and inside was a black ink cartridge. It had nothing to do with the ink. The printhead was defective.

Shortly thereafter,the printer spit out all it's magenta ink and it had no power. Called again and they sent me somebodies used printer minus the print head and ink. Called again and told him I need the print head because the old one is defective. He wanted me to take a pic of it and email it. I asked for a supervisor. He said she's not available. She never called me. Now they say they sent out a printhead but,after two weeks,I'm still waiting. Don't be taken in by the $4.99 black ink hype. This is the worst printer I've ever owned and tech support are there to get you to give up. Just don't buy it. Just bought a Cxxxx (((REDACTED))) and it's perfect.

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#1 Consumer Comment

Print Head = New Printer


Just an FYI, when they ask to have access to your computer, what they're asking for is 'Remote Access'. It's a legit service offered by many technology companies, and it probably could've helped them find a better answer for you. You had every right to refuse it, but I'm just saying it probably could've helped them more. On that note, I really don't see, in all honesty, how remote accessing someone's computer will help them identify an issue with a printer being that a printer is an external device and is in no way related to the computer except for when you print from it. I'm going to take an educated guess that what he was trying to look for was your Page Setup options and ensure that all of your settings were correct.

I think having to e-mail "proof" is going a little too far and shouldn't be the customer's responsibility when the fault lies with the vendor. I would think, at most, the customer should only have to provide proof of purchase to validate that the device is within warranty limits, and offer a replacement printhead. Are you certain that cartridge is an inkjet cartridge and not a printhead cartridge? Sometimes the two can be confused to look like one another.

As far as the $4.99 cartridge is concerned, I wouldn't buy it. A cartridge that is THAT cheap means that the printer is a POS (And I'm not referring to a Point of Sale). You're looking at inferior power, speed, and functionality as demonstrated by your experience; plus, I'm not that big of a fan of Lexmark. I own a different brand of printer that works pretty good.

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