Lexmark International
Complaint 155277 Details

Lexmark's Printer the Prevail Pro 705 are defective and useless and fail quality standards. In 2010 we purchased a Lexmark printer. February 18, 2010 three days after our purchase we contacted Lexmark Rep. by phone to register our Prevail Pro 705 printer-serial no. 000----651. We believed the Rep. took care of our registration. Unfortunately, in May-June 2012, we started experiencing more problems with the Prevail Pro 705 such as; print head and copier/scanner feeder issues. We contacted Lexmark by phone on June 11, 2012 and was informed that our printer was not registered nor under warranty and should have been registered within 90 days of our initial purchase. We reiterated that Lexmark should have registered our printer and that it was unfair to us that their Rep. failed to register us. The records clearly show that we called three days after our initial purchase. Lexmark was punishing us for something their Rep. failed to do. Don, Mgr. Lexmark told us they will not reinstate our warranty and will do nothing else if the printer he sends us incurs problems. We insisted Lexmark do right by its' customers and again, it was not our fault their Rep. failed to register our printer. The refurbished Printer serial No. 002----7668 was received approx. in June-July 2012 and within a short period of time we started experiencing problems such as "interference with ink cartridges, etc"-a false message that the ink was empty. We purchased hundreds of dollars of new LEXMARK ink cartridges from Best Buy the office supply. We did not print any documents. Within one day of inserting the new ink cartridges into the printer, the same problem "interference of ink cartridges" appeared. We knew them it was not the ink it was another defective printer. We wasted a lot of time and money on this defective printer which we later found out was NOT A NEW PRINTER IT WAS REFURBISHED. We could not copy, scan or fax documents which handicapped our business not to mention the hassle, time and expense. On 8-20-12, we contacted Johnathan, Jay the Mgr, Lexmark who refused to reinstate our warranty and refused to send us a new printer. We insisted that we speak with corporate office. We contacted Mr. Marshall Holman by phone. Mr. Holman told us he will send us a "refurbished printer". We insisted they send us a NEW printer as we did not want to experience anymore problems with Lexmark's defective-refurbished printers. We asked Mr. Holman to reinstate our warranty reexplaining how the Rep. did not register us. He declined to reinstate our warranty. We received the printer -serial no. 00----566C2 near end of August 2012- this printer is DEFECTIVE too. It scans documents placing a large black line on each page and prints illegible text. On 9-7-12, we called Mr. Holman and told him the problem. He told us to call customer service (which he and we know can't resolve the problem. We believed he was giving us the run around). We asked Mr. Holman what happens if customer service can't fix this printer and will they send us a new printer? He told us they will test the printer and probably not send us anything as we have received multiple "REFURBISHED" printers. We disagreed and informed Mr. Holman that we have a business and it is unproductive and a hassle to have gone through what we have with Lexmark. We told Mr. Holman we want my money refunded or send us a BRAND NEW printer NO MORE REFURBISHED-DEFECTIVE-USED printers. Mr. Holman told me that it may not be the printers as though he was Sublimally pointing the fingers at us. I told him the problem is not US. The problem is Lexmark continues sending us someone else's defective refurbished printers and this needs to stop. He apparently, was not that concerned about our problem. We are frustrated and fed up with Lexmark's defective, refurbished costly printers and are demanding that Lexmark send us a NEW PRINTER with a warranty OR refund us our money. Our business comes to a complete halt when our printer/scanner/fax is not working and that has cost us a significant amount of time and money.