Dear Epson…Your Customer Care Sucks! (Updated Again)

Back at the start of February I bought an Epson Stylus Photo R2880 printer and up until two weeks ago I was very happy with my purchase.

Two weeks ago, the first of the eight ink cartridges in the printer ran out, it was the Matte Black ink cartridge, I replaced it with the Photo Black ink cartridge (they both go in the same slot), everything seemed fine, I did some printing and shut down the printer. The next day, I turned the printer on again and the ink light came on. When I opened the printer to see which cartridge needed replacing, ALL of the individual lights above each of the cartridges were on.

The status monitor flashed the warning that “none of the ink cartridges were recognised” and told me I should only use genuine Epson ink cartridges. I should point out that all of the cartridges in the printer were genuine Epson ink and that they had all come with the printer when I bought it. I spent that Thursday night searching the internet for information on the problem, going through various FAQ’s on the Epson website and through forums but could not find anything relating to this issue except for an article that suggested removing the cartridges, wiping the green chip at the front of them and then replacing them. I did this several times, it didn’t solve the problem.

The following day (Friday), I made my first attempt at using the e-chat support through the Epson website. It took about half an hour to load properly and then constantly tried to sell me ink & products before I was put through to a tech support agent, a guy named Tom. He asked from some basic details and the problem I was having, then said he’d send me out a trouble shooting email. He then tried to sell me some ink, given that a full batch of ink for the printer costs over €100 and the problem I was having, I declined.

I received the trouble shooting email, it gave me links to some information on the Epson website that basically told me to remove the cartridges, wipe the green chip and then replace. If this doesn’t work then just buy new ink!?

On Saturday I tried to log on to the e-chat support again but couldn’t get it to load so gave up for the weekend.

The following Monday afternoon, I attempted to the use the e-chat support again. It took a while to load, then highlighted that I could buy ink if I wanted then put me through to another tech support agent, a guy called Nathan. I gave him the reference number from my first e-chat conversation, told him the problem and he then told me to remove the ink cartridges, wipe the chip and then replace them. I explained I’d done this several times but did it again anyway. It didn’t work so he took the barcode number and told me he’d arrange for an engineer to come out and look at the printer. He told me that because it was late into Monday afternoon, it would be Wednesday before they could come out.

I spent all day Wednesday waiting for the engineer to show up. After 3pm, I attempt to once again use the e-chat but it wouldn’t load so I phoned the Epson support centre in England, I can’t remember the name of the agent I was talking to. I gave him my reference number from the previous e-chat session, he couldn’t find my details… he had typed it in wrong but eventually found my details then told me that the engineer had been cancelled!? I asked why? He said he wasn’t sure but they might be waiting on parts. He would look into it and call me back, either that evening or the following day. I never heard from him again!

Then yesterday (Tuesday), nearly a week later and without warning, I got a phone call from an engineer who had arrived to look at my printer. Unfortunately, because I had no warning I wasn’t at home, I wasn’t even in the same county! I explained this to the engineer, he understood and told me to contact the support center again to reschedule.

I rang the call centre again and was put through to a guy called Mark, I told him my reference number but he couldn’t find my details. He eventually found them but told me I had been given the wrong reference number, he gave me a new number and then I told him all the details from my previous conversations with the support staff. He apologised and told me he would make a note of it and reschedule the engineer for me, for Friday. He told me he would ring me back to confirm the details. He never rang me back!

Today, I called the call centre again. I was put through to a guy called Dal, he asked for my reference number, I gave it to him but he couldn’t find my details. He eventually found them and told me the reference number I should have used, which turned out to be the one I used yesterday and was told was wrong. He put me on hold and eventually confirmed to me that the engineer has been booked for Friday.

It’s been two weeks of hassle at this stage, whether the engineer will show up I don’t know, I still don’t even know what the problem is, but the entire ordeal has ensured that I will never buy another Epson printer!

Is there anybody out there that has had a similar problem with their printer or indeed the Epson support because I’d really love to know how I can make them aware of just how much their customer care sucks!?

UPDATED – Friday 21st May 2010

So once again I sat around all day today waiting for the Epson engineer to show up. By lunch time, I still hadn’t heard from anybody so I rang the UK Call Centre again, this time I was talking to an agent named Pete.  He took my details and confirmed that an engineer had been booked for today, he told me that he would “put a chase on it” to see if he could get any more information and that he or somebody from Customer Service would ring me back.

I’ve just gotten off the phone with a woman from Customer Service, she just rang me and told me that an engineer was never booked for today!? They were waiting on me to confirm when I would be available for an engineer to call out!? I explained to her that the engineer had been booked (by Mark) for today when I rang them on Tuesday. A fact that I myself had confirmed on Wednesday when I rang again (and was talking to Dal). She disagreed and told me that they were “waiting for me to come back from my holidays”!?

So once again Epson have wasted my time! I’ve been told that an engineer is now booked for next Tuesday, bringing me in to week 3 of this ridiculous situation. I quite simply don’t know what to do at this stage!? Do Epson engineers actually exist?

Somebody please help me!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

UPDATED – Friday 26th May 2010

So yesterday, a representative from Epson finally showed up. He wasn’t an engineer and made absolutely no attempt to fix the printer, he wasn’t even aware of what my problem was before he arrived. Instead he simply gave me a new printer.

The lack of trying to fix the problem makes me think that this may be a very common problem and makes me worry that it may just happen again. I’ll have to wait and see because unfortunately the new printer didn’t come with any ink cartridges, and constantly removing and charging my previous cartridges had meant that two of my old cartridges had now run out.

So I’ve had to order a new set of cartridges, meaning I still have to wait before I can even check to see if the new printer works correctly! After this three week long (and counting) nightmare… it better!!!!