Incredible Disappointment!!

More like the incredible disappointment.

My mother and I bought an Epson Printer from The Incredible Connection at the Mall In Brakpan, not going to mention the direct name as it will get taken out.

Although we went there with the intention of buying a good decent printer which can scan documents and make great copies etc. Although sadly this did not happen. We were convinced by a salesman who was on the floor (Memorably arrogant but beside that point) we were convinced by him that the ideal printer for us to purchase was this Epson Printer as the cartridges are from Incredible and they are very affordable and the printer is very ink sparing. This I can still agree with up till this day, although the quality of this R2'500 printer was really garbage, the quality of the pages was nothing like our usual Ink Jet printer which served us a good 7 years, might I add, with not having to take it in ONCE which we were on the verge of purchasing ( A newer one) until being approached about this "AMAZING NEW" printer. We agree to get the printer and he goes to the back and gets the box... he then takes the one from the shelf and says that it is the only one they have, but he assures us that there will not be an issue with it, we were very hesitant and so I called my partner for some advice and he says that if they say there won't be an issue then there shouldn't be one. We ended up taking it.

7 Months down the line we need to relace the ink, and the after doing that, we get warning lights and the printer becomes unresponsive. We sent it in and thankfully it was on its warranty and they serviced it and said it was only a software update that was required although I had checked this on my computer at home prior to sending it in and it said it was the latest update already.

They gave us the printer back about 12 days later.

Another 7 months down the line the same issue comes back after the printer needed more ink. We sent it in and it was past the warranty by 7-12 days. We were really upset about this as the printer had actually broken before the January holidays although we had planned to go away and the accountant was off for the year, she was the one with the slip (Proof Of Purchase).

It was with the technician for about a month and we had not heard a word from him. When we arrived he did not even know where the printer was, he found it under his desk. He told us that it was out of his hands to repair and he was not sure of the issue and we told them that we wanted a new unit since this was an issue that kept recurring whenever new ink was needed. He told us that we should give him another week and he would contact us to confirm as to whether he could actually try and work on the unit or not, which 2 weeks later he had not done.

My mother, partner and myself went into the store as we saw him again and said that we had to purchase an additional printer to use in the meantime while this one was still in repairs with him, could he please keep us update, he said 1 week. Once again it was almost 10 days later and my mother phoned... He was not even in, she asked to speak to the manager and then she was told that she would be called by the manager when he is back from lunch. 3 Days later we went in and had not heard from anyone yet...

I hope that you can see our frustration, it is really exhausting having to chase the staff to do their jobs... I don't have time in my day to have to run after other untrained people.

At this point we have been told that they are sorry for the miscommunication but can we please pay the R450 for the unit to be sent in to be repaired. Although I do not see how this is fair as we were only told about this after the 3rd visit, chasing after the staff for feedback. I even mention the bad quality of the print, turns out that since it was even on the shelf we had to get the heads cleaned and then the quality would have been better.

If they knew it was collecting dust on the shelf then why not offer us this option. We did not even get a reduced price for the shelf unit...

Really actually makes me sick to the stomach.