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MB
Mike B

1 reviews | Active since Jan 2020

01 Mar 2021, 15:41

BUY EPSON AT YOUR OWN RISK

I purchased an Epson L3111 printer from Game, Durban in June 2020. The printer worked perfectly until the last week of Feb 2021. I took it to Game who advised me to take it to PARTSERVE in Mt Edgecombe, Durban.The printer was booked in and on 1 March I received a message from EPSON SA that the repair bill was R2625.(By the way the printer cost about R3000) Upon contacting them and pointing out that it was under warranty (7 months old) I was told that the ink had been filled into the incorrect chambers. Further, the mixing of ink is not covered by the warranty. This is really difficult to understand. Very few sane persons would make such a mistake when the bottles and the chambers are so clearly labelled. But my integrity was put into question by EPSON Head Office, the tech buffs and the technician, at Mt Edgecombe who claimed that the ink mixing problem was my matter. As such, the warranty was void. GAME could not help and merely echoed EPSON'S point. Why would a printer work for 7months if the ink was incorrectly filled? How convenient that the warranty does not cover this.

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Replies (12)
MB
Mike B's update19 Mar 2021, 14:04
Reviewer Update
WITH REFERENCE TO MY EMAIL ABOVE DATED 1 MARCH 2021
EPSON DOESN'T REALLY CARE

I received a "caring" reply from Ms PORTIA RAMOTHWALA of PARTSERVE, a subsidiary of EPSON who apologised for the unhappiness I had experienced with my 6 month old printer wherein the warranty was not honoured. She asked me for the Serial number of the printer and promised to look into the case. I rep**** immediately , thanking her and hoping that some remediation would take place.

As I write this on the 19 March there has been no response from PARTSERVE or EPSON. My observation is that large organisations like EPSON have customer relations personnel whose task it is to 'slowly" kill clients' queries so that after a while, individuals become indifferent to the lack of response and let the issue pass. Why would EPSON (or PARTSERVE) have someone who responds excessively sympathetically and then stops dead.

I wish to make a point about EPSON'S warranty regarding ink. I was told that I had filled the ink into incorrect tanks, hence the poor quality.How this happens after 6 months of perfect prints is mind - boggling to say the least. i have now discovered that the NON-WARRANTY applies to the use of "INKS OTHER THAN THOSE SPECIFIED" or "THIRD PARTY INKS'. I saw this on the EPSON box.This also tells me that EPSON does not even care about the responses it gives its clients.There is a big difference between "inks into the wrong tank" and their actual
non-warranty warning about "OTHER INKS"

There is none so blind as those who will not see !

Mike Balkissoon

Epson SA
Epson SA's reply23 Mar 2021, 08:41
Official
Hello Mike, 

Thank you for your review and for taking the time to let us know of your experience. 
Did Portia give you a reference number we can use to follow up on your query? 

We assure you that we strive to resolve your query and apologise for the delays you have experienced in sorting this out. 
MB
Mike B's update23 Mar 2021, 09:57
Reviewer Update
Hello EPSON

I am deeply grateful that you have responded. It is good to know this.
PORTIA'S email to me had the following number:

#241941 - 634625 - 929357#

I hope this is helpful. I might advise you that I have purchased an EPSON L3111 !

Regards
Mike Balkissoon
MB
Mike B's update07 Apr 2021, 08:43
Reviewer Update
Hello EPSON

Good day to you. You will notice that your query to me was dated 23 MARCH and today is the 7 APRIL. This makes 15 days and I have had no response from you at all. I have forwarded the reference number given to me by PORTIA RAMOTHWALA and I have no response from her either.

Surely, there is an obligation to you, EPSON to respond to a query that you make asking for details. This is disappointing, to say the least.

I look forward to a response from you.

Mike Balkissoon








MB
Mike B's update15 Apr 2021, 11:54
Reviewer Update
Good Day EPSON

Today is the 15 APRIL. you asked me for information on 23
March which I forwarded. I have not received any communication from you about this matter.;

Regards
Mike Balkissoon





MB
Mike B's update03 May 2021, 14:35
Reviewer Update
Good day Epson
Further to my communication above and your request to me on 23 March and information which I forwarded, I have not heard from you regarding the information you requested. There was no name on YOUR enquiry so it is impossible for me to write to anyone to examine this issue further. I would like to refer to my earlier comment about large organisations like yours who slowly "get rid of" troublesome clients by NOT replying to their queries or, in your case, NOT following up on YOUR request for information. I am surprised that you quickly responded and then killed off contact.

It would be appreciated if, whoever from EPSON reads this, responds with a name or email so that we may look at this further. By not allowing me contact, EPSON allows itself to be looked upon with suspicion and perhaps as an organisation, that sells its merchandise with much enthusiasm but does not go beyond that.

Mike Balkissoon

Epson SA
Epson SA's reply05 May 2021, 08:20
Official
Hello Mike. Thank you for message. A representative from Epson will be in-contact with you shortly. 
MB
Mike B's update05 May 2021, 14:53
Reviewer Update
Hi EPSON

Thank you sincerely for getting in touch. I really appreciate this.

Regards
Mike Balkissoon


Epson SA
Epson SA's reply06 May 2021, 16:00
Official
We're glad you have been assisted and we hope you are pleased with the outcome. Should you feel the service you received was better than the 1 star rating, may you kindly adjust it to reflect the level of service you received. 
MB
Mike B's update06 May 2021, 16:31
Reviewer Update
Hi EPSON Your response on 6MAY at 16.00 was totally out of line. At that time I was in conversation with Ms WISANE who is the Services Manager. How on earth did you know that I was satisfied while I was discussing my matter with her? My conversation ended at 16.18. Anyway I was very pleased with the attitude displayed by Wisane and clearly shows a considerate person whose interest is the customer. This is appreciated.
Mike Balkissoon




Epson SA
Epson SA's reply06 May 2021, 16:36
Official
Hello Mike, 

Thank you for your message. We apologise for misunderstanding your message sent on 5 May 2021 at 14:53. By no means was our response related to your conversation with Ms Wisani. 

Kindly accept our sincerest apology. 

Warm Regards, 
The Epson Digital Team.
MB
Mike B's update06 May 2021, 17:49
Reviewer Update
Hi EPSON Digital Team

Thank you. I appreciate the fact you have taken the effort to apologise...yes now I see that you could have misunderstood my appreciation for the response on 5 May. Once again I thank Ms Wisane for her goodwill and understanding. Perhaps if this was done in my earlier queries then we may not have gone this far.

I now have someone that I can contact at EPSON. Why does it take so much time and effort for one to have this contact? This is something that should be considered by EPSON.Your website approach to logging in etc serves your organisational objectives but does little for good human contact. There must be hundreds who may be waiting for someone sympathetic like Ms Wisane to attend to their queries.

Thank you and I do hope the L3111 that I now have doesn't decide to mix inks in the middle of the night in a ghostlike way. Perhaps only Ms Wisane will understand what I am saying!

All the best with your work.
Mike Balkissoon