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PrzemekW
New Member
New Member

XEROX SUPPORT STANDARS AND QUALITY

Product Name: WorkCentre 3335/3345
Operating System: Not Specified

Hi,  I want to share with my latest experiences with XEROX service here.

I've bought my first XEROX at end of 2020 ( and still on warranty) . Printer has worked properly till end of October this year ( so less than 1 year ),  then problem with not recognized toner pops up - toner was/is the original one!. I've decided to send printer to my supplier , so he did some investigations and have changed  toner to new one - unfortunately no progress - still error 09-500 ( no original toner installed ble ble ble ).
Supplier has gave up after and redirected me to XEROX authorised service. Today service man came ( form the XEROX authorised company ) and checked device. He were checking, and checking, dismounting and mounting somethin and finally after one hour TAADAAM we have diagnosis - orignal xerox toner is bad. I tought. "**bleep**??How its possible?" 
"So what now? Will You leave me with this like that?' Im asking. So here you have advice for this case from professional XEROX authorsed service man "Claim toner and push your supplier for changing toner again and again till it will start work". To make it funny, I'll add that price of three toners is more than price of new printer :-) - so its really stupid adivce. 

I didn't said to him but was bit confused - supplier redirects me to auhorused service , authorised service redirect me to supplier - it's first time in my long life when I see so ignorous and so stupid approuch to the customer - authorised service left me alone whith this problem - this support was a mockery. 

Btw. supplier has felt more reponsible and gave me spare printer for repair time, why XEROX auhorised service man didn't have spare orignal toner with him - for test purposes - since he knows about issue ( i've described issue during ticket creation )?

 

Why You are not feel reposible for brand new GENUINE XEROX toner? - even it was supplied by supplier its still YOUR PRODUICT! 

Why you are leaving end customer with problem?

XEROX are those your standars?? 

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4 Replies
CherylO-Xerox
Valued Advisor
Valued Advisor

Re: XEROX SUPPORT STANDARS AND QUALITY

Hi PrzemekW, 

Thank you for using the Support Forum. There are a few things that could be happening. You could have a genuine cartridge but not the right one for your region or it could be a metered cartridge for a non metered device or vice versa. Lastly, it could be a defective cartridge. I would recommend checking the part number off the old cartridge that was last known to work in your device, and see if that matches exactly the part number of the new cartridge. Please consider contacting your support centre for further assistance.

Thanks,
CherylO-Xerox
Community Manager

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PrzemekW
New Member
New Member

Re: XEROX SUPPORT STANDARS AND QUALITY

Thank You for your answer,

I think You didn't read my post at all. Device is still under warranty ( 1 year left )  , there is oryginal XEROX cardrige inserted, previous was oryginal XEROX 15K cardrige which has printed  <1k pages then my current problems starts. So it works some time and stops working, that is why company where I bought this xerox gave me brand new xerox toner , but unfortunately it did't make printer working again.

In summary i got :

1. starter toner :  printed out totally 

2 new toner 15k: printed ~1k pages and stops working 

3 new toner 15k: ( due to issues with previous one ) - didn't start working

Printer has 1700 pages printed in total

 

What I can't understand is that i got visit from  AUTHORISED SEVICE and after some diag actions left me with not working device but just with advice that i should change cardriges untill starts work ( he didn't check my printer on test cardrige to prove me that is really cardrige problem not printer it self - i would expect such test during visit but service man hasn't got spare cardrige with himself even he knows that i got problem with not recognized cardrige - ITS RIDICULUS !!! I agree that todays devices are more complex than past , but such situation never happend to me with other claims... Every time i've received repaired device back.

Sorry,  I'll not spent any money for doing tests what should be resposibility of service - especialy till devices is under warranty.

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CherylO-Xerox
Valued Advisor
Valued Advisor

Re: XEROX SUPPORT STANDARS AND QUALITY

Hi PrzemekW,

Please consider contacting Service again and ask for a supervisor. Explain the situation and ask for a different technician to come out and repair the issue.  

Thanks,
CherylO-Xerox
Community Manager

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Select Accept as Solution for posts that have helped to solve your issue(s)!

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PrzemekW
New Member
New Member

Re: XEROX SUPPORT STANDARS AND QUALITY

Thank You for your support, You were only one person who has taken care about my situation, but Yesterday i've decided I'll buy another device, and my xerox printer will be placed in a best place for it - trash bin.

BR

 

 

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