Customer Support The Final Episode

At the same time I was dealing with Bell I was also dealing with Epson for my CX4600 All in One printer/scanner etc. I had purchased this unit last Feburary at Costco and used it sparingly. I needed to print something off in Feburary and the unit indicated the black ink was out so I finally broke down and went and purchased a black cartridge at almost $50. When I got home I installed the new cartridge only to have the unit indicate that all the inks were out including the new one I just bought. So I contacted Tech Support through email as I did not want to incur a long distance call if necessary. It took a couple of days before I got a response recommending several things I should try. I completed these tasks and still no joy so another email with the wait of two days for a response. The response was to send in all the cartridges at their expense and they will send me all new ones.

Packaged up the cartridges and sent them off and again waited. Still was not able to print what I wanted but I was patient and after five days I received a package from Epson which was filled with ink for my 4600. I installed all the new ink and joy the unit indicated the ink was good. I was a happy camper and printed out a test page, can’t be too careful you know. Wouldn’t you know it the page came out blank so I ran a cleaning and head alignment and tried again. Looked at the page it shot out and it was blank. Hmmm so the ink is acceptable to the unit but nothing wanted to print.I checked all settings and made sure everything checked out then did some research online. I Googled it (did I say Google is my Friend) and found multiple postings concerning issues with the printer and issues with ink. So after some reading I again contacted Tech Support through email and the response indicated I would have to call their support line for further assistance.

So I bit the bullet and called Tech Support and spoke to a very nice young lady who looked at my file which contained all of the email correspondence. She asked me what was happening so I explained what steps I had taken to remedy the blank pages with no luck. She asked a couple of questions and was satisfied with everything I had done whereupon she said the magic words, since there is nothing else to do to fix your unit we will replace it with a new unit. Also since my unit the 4600 was no longer in production she said they would send me the next model up from the 4600. I was happy with this response and after a couple of questions to verify my details the call was done. Grand total of time on the phone 5 min., quick and efficient.

Since I been in the customer support business for a lot of years I understand how these interactions normally work and the unit they are sending out to me is normally a refurbished unit. A refurbished unit is normally one that has been returned for some reason or other and the factory makes it like new. I waited the 5-7 days as per the instructions and my package arrived. I setup the new CX4800 taking care to ensure I did all steps as per the installation instructions and printed a test page. It came out perfect so I decided to print out a document just to be sure and it printed out perfectly. And yes I said a “new” 4800 which I am quite pleased about.

The whole time I dealt with Epson I was treated respectfully and professionally and in the end I got what was needed to fix my issue. That is the way a company should support their customers, Bell Mobilty can take lessons from Epson on how to keep it simple and ensure customer satisfaction. I have nothing but positive for Epson and will recommend Epson based on the positive customer service experience I had with them.