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lala New Member
New Member

Xerox snippet- ink reject issue is ridiculous

I purchased a printer brand new - in a box in the summer. When it was time to change the ink I had no problem. a couple of weeks later I had to change the yellow in and it would not work. 

I was told that the printer was under warranty for 1 year and the person on the phone said I needed to purchase in from Xerox directly - so I did. Still no luck.

I then called again and told the person on the phone that my printer was rejecting the ink. I mentioned that I did research and that I learned online on this forum that it might be a snippet that needed to be issued.

He then said that I had to purchase a service agreeement - becasue contrary to what I was told on the phone previously - Xerox does not warranty new printers.

I was told that a service technician HAD TO come look at it because it was not guarantee that the person on the phone could help me - that it might take around 10 minutes at 250/hour. I was asked for my credit card so that they could send someone out. So i scheduled it. The technician took a while and he was on the phone the entire time with an office that had to walk him through it. I should not be billed for on the job training of a supposed skilled xerox technician.

I then received a bill for $596 AN HOUR - yes this in not a typo! Then xerox took the liberty to billl my card without my approval for this amount. Get this - that is more than the cost of the actual printer Color Cube 8570.

I have seen hundreds of posts regarding the rejection of ink based on the location of purchase. I asume that Xerox does this to prevent the purchase of ink not manufactured by them. However - forcing a client to pay for a service for a snippet that needs to be installed in order to use the printer is ABSURD. 

 

I changed from HP to Xerox because I thought it was a trusted name. I have instead learned that in the process of trying to protect against counterfeit - it is the paying customer that will get a non-functioning printer - with no help unless you are willing to pay for the printer to work as it should have to begin with.

 

I tried calling customer service only to have someone in the Phillipines refuse to hand me over to a supervisor. I will never purchase Xerox products again - in the process of protecting themselves against fraud - they are willing to screw the paying customer.

 

 

 

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6 Replies
Kimzi Valued Advisor
Valued Advisor

Re: Xerox snippet- ink reject issue is ridiculous

Hi, lala!

 

I'm really sorry that you had such a hard time with support, they are not allowed to refuse you when asking for a supervisor, next time ask to talk to their "Teamleader".

And also 1 year warranty is 1 year warranty, if something goes wrong with the machine and you're not responsible by putting in the wrong ink etc, then fixing it or replacing the machine should be free of charge.

 

I do not know what type of airheads you got on the line but they clearly knew nothing about customer service.

 

Best Regards

Kimzi

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Technical Escalation User RuiC-Xerox
Technical Escalation User

Re: Xerox snippet- ink reject issue is ridiculous

Hello,

I am very sorry for this experience you went through.

 

I am sure you are entitled to speak with a teamleader or resposible in the call centers. Even today, please feel free to ring them and request an explanation or just  a quick chat about what you experienced. I am sure a justification exists, mainly around the warranty bit.

 

The most important is that you feel happy and a clear justification might bring the understanding and clarification required.

 

Rgds,

Please select Accept as Solution if you feel this post has helped you.
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mmori New Member
New Member

Re: Xerox snippet- ink reject issue is ridiculous

After using my second-hand ColorQube 8700 pretty happily for awhile, it's come time to drop more ink into the machine. Unfortunately, I immediately ran into the rejected ink stick issue. My "Xerox support experience" so far: First, they say there's nothing to be done, they must send out a tech for $300 (first hour). When I respond saying that's outrageous, asking about regionalization or "metered supplies" issues, they say call in and they'll sell me a "snippet" for $25, (because I don't have a service contract).

 

Granted, I bought the printer on eBay, but I paid full price to special order authentic Xerox ink at Office Depot...now I'm supposed to pay an additional $25 for the privilege of loading it into my printer?! I'd already given up trying to order replacement paper tray parts, (local service vendor cannot identify the part based on photos and descriptions), now I have to give up on CYAN, too? Very aggravating and disappointing support experience. I'm still stewing on what to do next....

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mmori New Member
New Member

Re: Xerox snippet- ink reject issue is ridiculous

Update: The tech was sent to my house (free to me), I served him cookies, he did a meter reading, and after some difficulty with phone support, he was finally able to get the "snippet" (or equivalent). (Apparently, it's some kind of SN-specific, time-limited hash.)

 

I have to say, contrary to phone support justification for insisting on a site visit, AFAICS, no ROM's were flashed, (unless they were flashed very quickly!) The reason for the site visit is, apparently, part of Xerox's very user-unfriendly scheme to discourage use of third-party inks: They don't want to release the code to unauthorized end-users who could then switch inks willy-nilly, I guess....

 

While cyan is finally replenished, I'm hesitant to say "problem solved" because the region code is unchanged in the Service Usage Report. I guess I'll just have to see what happens when magenta starts running out....

 

Except for all this proprietary ink nonsense, it's a nice household printer so far, (if you can find one priced right on eBay). Shame it's probably the last Xerox device I'll ever specify for home or office--the technology seems better than Xerox allows it to be. (Not really the case at work, where we've been hobbling along with a big, new Phaser: "It needs a new formatting board!" is the running joke and support likes to blame my users for crashing the printer by using the "Xerox Universal Driver"....)

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RonTech New Member
New Member

Re: Xerox snippet- ink reject issue is ridiculous

I don't have an IT tech.  Who do I need to contact to get this snippet and printer modification instructions.  We purchased on 8570 on 18 September 2013.  I assume it is still under warranty.

 

 

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Community Manager CherylO-Xerox
Community Manager

Re: Xerox snippet- ink reject issue is ridiculous

Hi RonTech,

Thank you for using the Support Forum. Please contact your sales representative or you can call  your local support centre to request the snippet. 

 

Thanks,
CherylO-Xerox
Community Manager

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