FD
Fred D

1 reviews | Active since Oct 2022

01 Feb 2025, 09:02

EPSON DOES NOT HONOUR THEIR WARRANTY

I bought an EPSON ink tank printer on 30 June 2024 through TAKEALOT. It has stopped functioning just more than a week ago and as it is still within the twelve month warranty period of EPSON, I approached them for assistance. They asked for proof of purchase and the serial number which I immediately supp****. Since then I had many communications from their customer service department asking many questions and keeping on asking for documents I already supp**** but I rep**** to all of this. They kept on shifting the goalposts. At one stage they alleged there were two resellers and I asked them to explain this. I never got a reply. Then yesterday they told me the printer is out of warranty although I only had it for seven months. I asked them to prove this but did not get a reply. Now this morning, they again requested an invoice which I had already given them. My conclusion is that EPSON has no intention of honouring their warranty and is trying to frustrate me to the point of me abandoning the matter. This printer works OK (when it works) but beware, you are NOT going to have success if you have a warranty claim. And if EPSON do perhaps reply to this complaint, please do not insult me by coping y and pasting a standard reply as they do with other complaints. I need a solution to this impasse

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Replies (4)
FD
Fred D's update07 Feb 2025, 16:26
Reviewer Update
After all the hassles and nitpicking from Epson's customer service department (Service!!!!) , I just received confirmation that my warranty is acknowledged. It seems the matter was passed on to a person in another department, named Reagile Mosaka . I don't understand why, but I am grateful for him to have cut through all the **** and doing what the customer department should have done in the first place. I am now sending the printer to the service agents in Johannesburg. I dearly hope they will do their job instead of making it Chapter 2 of the nightmare.
FD
Fred D's update11 Mar 2025, 08:21
Reviewer Update
At long last my printer has been fixed under warranty by Partserve. It was handed in 6th March and is finished today, 11th March which I think is brilliant. I haven't collected it yet but will write a report as soon as I have it. Now I ask myself why did EPSON try so hard to dodge their responsibility?
Epson SA
Epson SA's reply29 Mar 2025, 10:59
Official
Good day, Fred,

Thank you for bringing your experience to our attention. We strive to offer excellent service to our customers and your review offers us an opportunity to correct errors in support and service delivery.

We want to ensure your query gets the attention it deserves, please contact our customer service team via ***, their email address is also displayed on the right-hand side of our Hello Peter profile page. Alternatively, you may reach out to the service centre at ***. 

Warm Regards,
The Epson Digital Team
FD
Fred D's update29 Mar 2025, 12:08
Reviewer Update
This their standard copy and paste reply. After my experience obviously I know this is just hollow words with no indication they plan to change their ways. Their printers are good but their after sales service is dismal.