- 1st visit by Xerox: Power-Supply defect; issue of the whole production batch; Spare parts to be ordered.
- 2 weeks later the during the 2nd visit the power supply was substituted and the nois disappeared. But later on I recognized, that the scanner ADF does not work any more.
- 3rd visit by Xerox 1,5 weeks later: Technician failed to repair defect Scanner ADF and recommended to replace the whole printer.
- 4th visit by shipping company 2 weeks later: Xerox 6515 was replaced, but with the defect power supply again.
I am totally fed up with Xerox! I've never experienced such a poor service at hardware company at all. It was my first Xerox and for sure, it will be the last one. I will also decide in my company not to go on Xerox as planned and replace all printers, but to go with a competitor. It really can't be true.
Thanks for nothing, Xerox.
Thanks for the phone details. I called them, and over a terrible line to some distant country, I spent about ten minutes giving all of my contact details... They wanted everything!
At last, I described the problem and the employee told me that it's a known issue, and they're still sourcing the replacement parts, but that I'm on the list once it's in stock.
He then went on to tell me that he was sending me some information to help. It was a document that I'd already found on the support website.
Anyway, I'm not holding out any hope about being on a list... but you never know.
I should point out that, despite all of the negativity here, I'm delighted with the machine. Two-sided scanning, duplex printing, a massive touch-sensitive screen... A little over £300 for all that!?
It really does represent incredible value for money.
The noise thing is an inconvenience, and I'll be happy once it's fixed.
Any update anyone?
Anyone go it fixed?
Called XEROX again today and apparently my support ticket has been closed which is annoying. I asked the to reopen again as nothing has been done!
They also told me now that they will be sending new part to me (whcih is apparently cursomer replacable) - not sure about that.
Will see what will happen.
Mine was fixed earlier in the year, during the lockdown. Someone came out and replaced the part, so it is possible.
Go to the vendor and ask them to help - they may well have a strong relationship with Xerox and a point of contact who can escalate your case.
Yes, you can replace it yourself and I personally would have preferred it that way. I think it's about four srews to get in, plus a load of clip-on plastic removal. Changing the board is quite straightforward too: more screws and a load of electrical connectors. Service manuals are avialable online if you look in the right places (can't remember where).
The vendor tried it several times at Xerox and each time Xerox was committed to deal with this issue. Finally nothing happend over 3 weeks again.
Two days ago, UPS picked up my **bleep**ty printer and the deal is now rolled back. Thats it.
Yesterday my new HP printer arrived and what should I say: It works without noise and nice quality and never ever XEROX in my life. I was treated so poorly as a customer.
I am in parallel heading a 200 people company in Germany coding Software for any kind of credit business and decided by yesterday, that never ever 1 Xerox printer will be installed as long as I am in this company. I've told the management team my experience with this company and interesting thing was, nearly every one shared a different one with respect to worse customer experience.
this is the second day I am using printer and I just noticed the sound. It's kinda driving me crazy already :/ Is there a replacement power supply that can be ordered from Xerox?
My dad (60y) didn't hear the sound.
The older technician who came in te beginning, couldn't hear it as well.
The technician who came to replace it here, did say that some printers have it worse than others, but that it's clearly a faulty batch. However, Xerox just sits by and waits for complaints, and sends a technician when support is contacted.
The replacement part should be easily available now, and when I made a follow-up call to support (since it had been very quiet ...), it was replaced in 2 days.
Xerox service is frankly appaling.
Raised first request in July and have not heard from them since. Just called today and guess what - my previous request was just closed without any explanation!
They raised another request now, let's see what happens.
If anyone curious, this is how the noise look like on the spectrum analyser:
There are multiple components, most people can hear the 8k-12k range, but there is also a lot on 20k that you can't hear.