I have been trying to have a service technician come to look at our printer since before Christmas (it's now Jan. 9). The "technical support" was by phone and they just wanted me to try to fix the machine by seeing what was working and what wasn't. They decided to send me a new toner to replace the one I had (the printer was leaving marks all over the docments and then there was a blank space that looked like a black thumb smudge across the side of the paper). After receiving the new toner and returning the old one to them (which thankfully they didn't charge me for) we found that it didn't change any of the problems.
The next decision was that I needed a new fuser and a new imaging unit at the cost of about $200 each (still couldn't get anyone to come to look at the machine). When the fuser got here, it wouldn't work. They said it was probably from being outside so I waited until the next day, at which time they finally sent a technician when the fuser wouldn't come on.
FINALLY - the technician looked at the printer and found that there was a tear in the transfer belt. So now I need to order that (another $250). I can't return the fuser because it's already been opened, even though I didn't need a new one. I tried to reach someone in customer service that could assure me that the imaging unit, which I haven't received yet, could be returned for a credit. After 3-4 hours (on hold for over 45 minutes) with different prompts, they finally agreed I could refuse delivery of the imaging unit and have it returned - hopefully we'll get a credit for it.
Now I'm ordering the transfer belt, but because I'm using my employer's credit card and the billing address is not the same as the delivery address, they now say they need to send the imaging unit to my employer's home. I didn't have that problem when I ordered the other 2 parts last week but now all of a sudden they can't send this part to the office. They said the other things were ordered from a different department.
Why are we paying for a service contract if they won't send a service technician out until we've spent almost 3 weeks on the phone trying to figure out what's wrong with the printer? VERY UNSATISFIED. If it were my printer and I was paying for it myself, I'd trade it in for one where the service and supplies were local and we could get prompt service. This is no way to run a business.
Phaser 6100 - terrible service
I have been trying to have a service technician come to look at our printer since before Christmas (it's now Jan. 9). The "technical support" was by phone and they just wanted me to try to fix the machine by seeing what was working and what wasn't. They decided to send me a new toner to replace the one I had (the printer was leaving marks all over the docments and then there was a blank space that looked like a black thumb smudge across the side of the paper). After receiving the new toner and returning the old one to them (which thankfully they didn't charge me for) we found that it didn't change any of the problems.
The next decision was that I needed a new fuser and a new imaging unit at the cost of about $200 each (still couldn't get anyone to come to look at the machine). When the fuser got here, it wouldn't work. They said it was probably from being outside so I waited until the next day, at which time they finally sent a technician when the fuser wouldn't come on.
FINALLY - the technician looked at the printer and found that there was a tear in the transfer belt. So now I need to order that (another $250). I can't return the fuser because it's already been opened, even though I didn't need a new one. I tried to reach someone in customer service that could assure me that the imaging unit, which I haven't received yet, could be returned for a credit. After 3-4 hours (on hold for over 45 minutes) with different prompts, they finally agreed I could refuse delivery of the imaging unit and have it returned - hopefully we'll get a credit for it.
Now I'm ordering the transfer belt, but because I'm using my employer's credit card and the billing address is not the same as the delivery address, they now say they need to send the imaging unit to my employer's home. I didn't have that problem when I ordered the other 2 parts last week but now all of a sudden they can't send this part to the office. They said the other things were ordered from a different department.
Why are we paying for a service contract if they won't send a service technician out until we've spent almost 3 weeks on the phone trying to figure out what's wrong with the printer? VERY UNSATISFIED. If it were my printer and I was paying for it myself, I'd trade it in for one where the service and supplies were local and we could get prompt service. This is no way to run a business.