EPSON UK
Complaint 155611 Details

I purchased an Epson Aculaser CX16DTNF MultiFunction Color Printer in March 2011 for use in my home i.e. very light, no business or commercial use. (I am retired) at a cost of $880.
Almost immediately there was a problem with excessive noise.
The unit was replaced but if anything, was worse than the first.
I decided to put up with it.
Less than eighteen months later, the printer failed completely.
When I reported the fault, Epson UK refused to repair it saying it was out of warranty.
I was offered a "refurbished" base CX16NF machine for $530 take it or leave it.
So, I was being forced to accept a second machine of unknown provenance and condition in exchange for my pristine, hardly used one for more than the cost of a new CX16NF!
I said no thanks and tried to get it repaired by an independent specialist.
The quote for the repair (replacement mother board) was $865 plus call out and labour charge of $160!
Apparently Epson are notorious for grossly overpricing spare parts.
I said no thanks and reluctantly went back to Epson and agreed to the refurbished machine.
When it arrived I turned it on.
Nothing happened.
I checked inside - no print cartridges.
Loaded a new set.
Still nothing.
Looked inside again.
No photoconductor unit!
When I phoned Epson I was told that the photoconductor unit was a 'Consumable Item' and that I was expected to cannibalise my dead printer.
Unfortunately, by that stage, I had sent the old machine for scrap expecting, not unreasonably, to receive a working replacement.
Unbelievable.
They actually have the balls to charge $530 foe a second hand machine that doesn't work out of the box.
If the photoconductor is consumable, then I am at a loss to understand why the fuser, the rollers and the duplex are not also consumable.
With that logic the whole damned thing is consumable and we should be paying Epson for supplying an empty box.
That a company like Epson have the effrontery to act like this is simply staggering.
I recently bought a large format Stylus Pro 4900 for fine art photo printing (my hobby) and am now very apprehensive that I will be treated to the same scandalous treatment if or when that goes wrong.
A bitter lesson in appalling customer care.

Dr Richard Wozniak