Request and Pay for Complete Printer Service, Partserve did not do.

Dear Epson SA

I requested a full service for our printer in Cape Town, as we have been experiencing frequent paper jams. We paid for a complete service, but the PartServe technician who visited our branch on 28/11/2024 only performed a software update and checked the printer for problems. No cleaning or thorough service was done.

In my 8 years in IT, I have never considered a software update to be a complete service. I understand that parts may need to be replaced, but at the very least, the printer should have been cleaned to see if that would resolve the issue.

We have 7 Epson L15180 printers across all branches, with 5 at our HQ where I am based (along with 7 other Epson models). Cleaning can fix 70% of paper jam problems, and a full service even more so. I would clean the printer myself, but I am currently in Johannesburg. This is why I gave PartServe another chance, despite previous issues with their service.

Unfortunately, this experience was also unsatisfactory. I have serviced printers before and have seen many technicians include cleaning as part of the service. PartServe provided a quote for the replacement of parts with labor, stating that they would perform the service I paid for when they replace the parts. When I asked if I would need to pay for labor again since the service was not completed, they said no, the service would be done.

I am concerned that if I do not accept the parts replacement quote, the technician will not return to service the printer. I paid for a complete service, and it was not done.

I am considering replacing the printer with a brand that PartServe is not involved with. Does Epson have other service centers in South Africa? PartServe's service is damaging your brand's reputation here