Showing Results: Most Recent
This review is from: Xerox Phaser 6010/N 600 x 600 dpi USB Color Laser Printer
Pros: This printed great when it arrived, and then the ink ran out.
Cons: Replaced the ink with brand new Xerox brand ink, the printer rejected it and gave me error codes saying the toner was invalid. After going back and forth with Xerox tech in email to trouble shoot, they decided to send me a replacement. The replacement was refurbished (mine is still brand new, and this is the first time I replaced the toner). In order to get the quick replacement, you have to put $100 on hold with Xerox via credit card, to ensure you send the original back within 10 days of receiving the new one...if you don't send it back they charge you the $100. They don't send a return slip with the replacement. You have to call them to get it. My replacement arrived Friday. It's now Tuesday, and no one is answering the phone or returning my call or email so I can ship the original printer back in time.
Meanwhile...the replacement...it doesn't work either. Every print is inconsistent, some pages coming out almost completely blank. When it does print, I get two thick lines across the paper.
Another bunch of emails between Xerox tech support and myself ensue. Solution? They want to replace it with another quick exchange...but I'm still waiting to see if anyone is going to contact me before the 10 day deadline is up so I don't get charged $100 for not returning the first printer in time.
Even if the 3rd time is a charm...the headache really isn't worth it, but for now, I'm still playing the patience game, and crossing my fingers that this will all get sorted out in the end.
Other Thoughts: This is my first time dealing with Xerox...and I am extremely disappointed in their customer service and tech support. As well as the product. If a product doesn't work and it's brand new, you should get a brand new replacement...and if they expect you to ship the original back in a timely manner, they should send the return slip in the box, or give you a longer deadline than 10 days if they aren't going to make a real effort to help ensure you can return the product within' 10 days. It feels like they are drawing this out so they can rip me off for $100.
Angry? Frustrated? Completely. My project deadline is way overdue, and the time I've spent with emails and phone calls has turned this last week and a half into a nightmare.