Top critical review
Faulty machine and very poor service response
on 15 November 2016
Two stars: I bought the printer in August. Had network use of another printer which I used when this Epson was not functioning well. The paper feed was faulty. Particularly when doing double sided, and colour, it would frequently just grab several sheets of paper instead of one, and shovel them through. This of course meant it couldn't double-side print successfully, and trying to do multiple copies was impossible. There was also paper slippage so that some lines of print just got so smudged as to be unreadable.
Being busy and having use of another printer - and also because I kept thinking it just might improve (rather hopeful) - I did not send it back quickly. Because of this, when I phoned in November, Epson told me their guarantee is passed to the seller; having contacted the seller I am out of the 3 month window for sending back. The conversation with the technical team was irritating and really unhelpful. He clearly did not believe it was the machine at fault, but thought I was mis-operating it in some way. He wanted me to check whether the machine was on multiple paper feed (though I told him logically if it was picking up sometimes one, or three or eight sheets of paper at a time, there was no control which would created that situation). He wanted me to do a print check and gave me incorrect instructions about paper feeding - I had to correct him and tell him he must be looking at the wrong machine, and then he saw he was and apologised. And so on. When we did the print head trial, and the machine made a groaning noise he asked me what the noise was and I explained that it was the machine - only at that point did he believe that there actually was a problem. So they initially offered repair - or replace with a "quality assured" used machine, no guarantee of age. I opted for repair of mine - and then he said they could not do that. So I reluctantly agreed, feeling pretty angry, to a quality assured machine. I packed up my machine to send back and it was swapped this morning with the replacement printer. No power lead...... A machine is always supplied with a power lead. I was not told to keep mine. This is really dreadful service.