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Epson - Our only Printer Down - Service technican scheduled after 10 days

My 3 months old SC P 20000, installed at my workplace in Goleta, CA USA started spewing ink all over the prints . I called in to raise a complaint ticket on the 30th December 2016 , (ticket #161230-****42). I also sent them an email showing pictures of what the printer was doing. The parts arrived on Tuesday the 3rd of Jan. When the technician didn't come to repair the printer, I called Epson. They said that the technician will call me. Another couple of days later I called them again and , they finally gave me another number to call. This was for a 3rd party agency called Decision one. After calling in the they connected my to the technician Richard who hung up saying that they tried calling me and I didn't pick up. I checked my voice and missed calls, there were none. I called again and this time I was given a tentative time of 12th December for the technician to visit me. This was unacceptable since Epson has a 24 hour service commitment as per warranty terms. I called Nick at ColorHQ, The company that sold me this printer. He asked me for a claim #, which nobody at Epson had cared to provide so far. I called in and this time asked for the claim # and forwarded that to Nick. This was Friday, 6th Jan, 2017 I got a call back from Richard the tech. saying he could come fix the machine earliest on Tuesday 10th Jan. Even after requesting to come the same day or at least the next day, he said Tuesday was the earliest. 10 days of downtime for my only large format printer has caused me several thousand dollars worth of lost business and customers. They outsource their customer service to an external agency called Decision one and have no coordination or follow up with this agency. I would advice everyone to invest in a back up printer if the only machine they have is an Epson.
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#988153 Review #988153 is a subjective opinion of poster.
Long Beach, California
Epson Sc-p20000 Printer
  • Ease of use and print quality
  • Customer service and support
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution