I purchased an Epson RX620 All-in-One printer, scanner, copier from an internet-based reseller of new factory sealed office products. I received it unopenned with all the warranty documentation and original inks, etc. When I called to register the product Epson sold me a 3 year extended warranty and some backup inks.
The machine began to die (no more power - won't boot-up every time) about a month before the 1st year (implied warranty) was up. Support setup a time to come out to service the printer. Then for some reason they had to change the date and it went beyond the 1 year date of purchase. The company then asked me for proof of ownership of the machine to use the extended warranty. I supplied them with the original sales receipt - first from my paypal account, then the receipt I got from the reseller. I still have original box and even cartridges that came with the printer.
A Ms Kerrie Sund in customer service first told me they knew nothing about the seller and therefore would have to send me my money back for the warranty. I explained that wasn't what I wanted and I could provide proof of the company and wanted my product serviced. I then received an email from Kerrie stating that the company could not insure that the product was not refurbished and she still claimed she was going to send my warranty payment back, actually that they had already. Of course I haven't received their reimbursement nor do I want it. I just want a working product. I own 4 other high end Epson products including a projector and an Epson 2200, a scanner and this all-in-one. I want to trust this company - but in the UK they seem to have no regard for customer satisfaction.
Ellen p
Carsluith, Newton Stewart
United Kingdom
0 comments