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Jaco P

1 reviews | Active since Dec 2022

07 Dec 2022, 12:23

Epson/Partserve - Very bad experience

I was surprised to see a similar issue on HelloPeter. We have four Epson devices in our company which actually worries me now after my bad experience with Epson's service center named PartServe.

My Epson L61170 printer started to give an issue. It would print lines or not print at all. We had to run a head clean every time we want to print. Sometimes three times before it would print. I couriered the printer to Partserve Johannesburg. After three weeks the printer was returned. We paid about R1600 for the repair. I was SO surprised to see that the printer was in exactly the same condition- it was still broken.

I contacted Partserve immediately (Two days ago) and explained the issue. The lady named Terry Johnson was helpful and immediately asked me to take a video etc. Then when I followed up she said she cannot get hold of the workshop manager. It is now two days. Not far from a month that the printer was sent for repairs.

I contacted Epson South Africa and they transferred me to Partserve without explaining or saying anything.

I am really unhappy. We are pleased with Epson products but if this will be the service on forward we will not buy Epson again. I will search for brands not related to Partserve nor Epson.

Jaco Pretorius

0
Replies (11)
Epson SA
Epson SA's reply07 Dec 2022, 12:32
Official
Hi Jaco,

We are thankful that you have brought 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. 

Our customer service partner will be in contact with you to ensure that your query is attended to with the care it deserves.

Warm Regards,
The Epson Digital Team

Best regards,

JP
Jaco P's update16 Jan 2023, 08:38
Reviewer Update
In the meantime, Partserve has sent a courier on the 12th of December 2022 to pickup the printer. It is now the 16th of January 2023, back to business - NO REPLY FROM PARTSERVER, NO SMS, NO COMMUNICATION. And to make things worse, I phoned and they do not know where my printer is.
Epson SA
Epson SA's reply16 Jan 2023, 12:52
Official
Hi Jaco,

Thank you so much for bringing this to our attention. We sincerely apologise for any inconvenience you may have experienced. We will follow up with our support team and our customer service partner will be in contact with you to ensure that your query is attended to with the care it deserves.

Warm Regards,
The Epson Digital Team

Best regards,

JP
Jaco P's update22 Jan 2023, 21:26
Reviewer Update
So what happened next is that they discovered my printer. Ready for collection. NO COMMUNICATION - NOT EVEN AN EMAIL OR SMS. So my printer was stored for me to guess it is fixed or ready for collection.

I then spoke to a Renee (she did not want to give her surname) who said they will courier the printer back. I then asked her to make SURE the printer is fixed. The previous time Renee said they will never let a printer leave without being properly tested. So Renee said OK - they will test it for an hour.

Guess what? Printer not fixed - still giving the same issue. Renee promised to phone me the next day - this never happened. I tried to get hold of her twice and Amory Van Tonder promised to give Renee the message - until now now phone call.

I dont know if the printer is fixed nor if it is on its way.

It is the 22nd of January and I need my printer.

Epson - Partserve is not capable of servicing your products. I am really disappointed, frustrated and I really dont know what to do next.
Epson SA
Epson SA's reply24 Jan 2023, 12:55
Official
Hi Jaco,

thank you for bringing the above to our attention. We believe our customer service partner has been in contact with you and that your printer in on route to you. Please let us know if we can offer any further assistance.

Warm regards,
The Epson Digital Team

Best regards,

JP
Jaco P's update26 Jan 2023, 12:58
Reviewer Update
So I got the printer today. Is it fixed? NOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOO!

I am SO FRUSTRATED!

AND the maintenance box that PARTSERVE REPLACED IS NOW FULL.

Only certain colours are printing. I have done TWO HEAD CLEANS AND NO RESULT.

Epson, WHAT ARE YOU GOING TO DO ABOUT THIS? Are you EPSON OR PARTSERVE??????? Because you AS EPSON NEVER EVER EVEN PHONED.

The only thing I think I should do is purchasing another brand that is not serviced by Partserve
Epson SA
Epson SA's reply31 Jan 2023, 15:39
Official
Good Day Jaco,

Thank you for bringing your experience to our attention. We believe our technical helpdesk has been in contact with you to assist. 

Please let us know if we can assist you further.

Warm regards,
The Epson Digital Team

Best regards,

JP
Jaco P's update31 Jan 2023, 15:45
Reviewer Update
There is still NO SOLUTION. I was guided over the phone but the printer is not printing correctly. I paid R1600 for nothing. I get the idea that Partserver represents Epson SA. They even phone as Epson from a Partserver number. I would like to escalate this to Epson Global
Epson SA
Epson SA's reply01 Feb 2023, 10:04
Official
Hi Jaco,

Thank you for your message. We sincerely apologise for the inconvenience. We are sending you a new maintenance box and recommend you do head cleans once you receive it as per our email request. Thank you for your understanding.  Please contact us should you require further assistance.

Warm regards,
The Epson Digital Team

Best regards,

JP
Jaco P's update03 Feb 2023, 14:18
Reviewer Update
Hello Rene I have done all the cleaning routines as requested and it seems the printer is now working at last (after three months). Your service personally was really good and I appreciate every effort. In the meantime we have decided to buy a Brother Printer and will sell the Epson to cover the costs we had. I must be honest that I will avoid products in future that are serviced by PartServe. It seems there is a reputation that PartServe is not living up to the standard. We print a lot and waiting three months for a printer is not acceptable. It is not your fault as I mentioned your service was good, but somewhere within PartServe something is not working as it should.
Epson SA
Epson SA's reply03 Feb 2023, 14:38
Official
Hi Jaco,

We are thankful that you have brought 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 apologise for all inconvenience to you.

We are here should you need any assistance in the future.

Warm regards,
The Epson Digital Team

Best regards,