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efp
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Incompatible cartridge - Versalink C500DN

Product Name: VersaLink C500 Printer
Operating System: Windows 11

Replacing a Cyan cartridge with a genuine Xerox (106R03873) is rejected as incompatible?

Just for the record the toner is bought through a Xerox recommended supplier. The supplier replaced one cartridge, but still incompatible, so a machine problem.

Contacted Xerox Denmark, where I'm situated, who WOULDN'T help because the printer, Versalink C500, was bought online through Xerox Store and there was nothing they could do.

Contacted Xerox Store who said they couldn't help because the toner cartridge was bought in Denmark, and I didn't have a service agreement.

According to the invoice I received when I bought the printer, I have a "lifelong guarantee" so why would I need a needed a service agreement.

I have spent hours on the phone talking to different Xerox support contacts. Mostly the line closed in the middle of conversation. Calling again reaching a different support call center and had to start explaining the problem again. Once I had a support officer who said he knew the problem and had a solution, he said hold the line, and then the line went dead. 

Must say I’m surprised that Xerox, a reputed company, has such a bad customer service. When talking with the Danish support I stressed that according to consumer regulations I still had 6 months left for reclamation to which the answer was: you don't have any points for Xerox service??

Have tried all the suggestions I could find to solve this issue.

Any suggestions on how to proceed are most welcomed.

 

efp

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CathyO-Xerox
Community Manager
Community Manager

Re: Incompatible cartridge - Versalink C500DN

Hello efp,

I would recommend you contact Danish Support again and ask to speak to a manager. The Supply of cartridges may have changed since then or they may be able to source from another group to hold you over.

Thanks,
CathyO-Xerox
Community Manager

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