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Lexmark

Customer Service Ratings and Comments

Lexmark is ranked #59 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 58.40 out of a possible 200. This score rates Lexmark customer service and customer support as Disappointing.

NEGATIVE Comments

27 Negative Comments out of 36 Total Comments is 75.00%.

POSITIVE Comments

9 Positive Comments out of 36 Total Comments is 25.00%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I sent an e-mail for assistance on my x5650 printer...got a thank you e-mail but no help e-mail.....very poor customer service..no wait...NO CUSTOMER SERVICE TECH SUPPORT...shouldve stayed with HP

    Anonymous 3/9/10 7:29AM

  • Called when x5470 quit printing incoming faxes. used 800 number listed on this site. Phone operator gave me direct number 800-332-4120 to avoid phone trees and additional waiting. might help someone get thru. techie said they would attempt faxing a document for testing, and would call me back on cellphone. So far they have attempted 3 times to fax to the cellphone. Brain Surgeons!

    bigdog 3/4/10 11:39AM

  • Called the 800# was advised my hold would be less then 2 minutes. I am still holding for 22 minutes now. I'm hanging up at this time... Goodbye!

    Anonymous 3/3/10 7:51PM

  • Lexmark refuses to honor warranty of replacement printer with same allignment issues of the first defective printer stating that the original printers warranty is used with the second printer. Each printer lasts only 5 to seven months. We are definately NOT HAPPY since this is our third Lexmark Printer.

    Lorraine 2/27/10 9:37AM

  • Calling customer support today I was transferred, of course, then in the middle of the conversation, after answering many questions, the line suddenly went dead. Thinking this was just a fluke, I called back only to have the same thing happen a second time. Calling back for the third time I was told they would be sure my call was not dropped. I was then put on hold, or the Who Cares line, for a good fifteen minutes. Tomorrow I'm taking my Lexmark to Goodwill and good luck to them. I have my eye on a sweet little Canon and they can shove it.

    southernlites 2/18/10 5:20PM

  • Terrible printer, terrible customer support. In fact, customer support is nonexistent.
    Don't waste your time or your money. Buy anything *except* a Lexmark.

    macuser7 2/1/10 11:11AM

  • I have a Lexmark X4975 and chatted with 2 different tech support agents and still no results. It is 2 months old and it doesn't work right. It burns through ink cartridges and we barely use it. We are a computer consulting company and don't recommend Lexmark ever and now I know why. Worst customer service ever and I deal with Dell, HP, CDW, Tech Data, Ingram Micro every day with no problems.

    TEC 1/20/10 2:38PM

  • I have a Lexmark X1240 which takes 17/27 cartridges. It shows that the cartridges are empty when I put them in new and if they print it is only about two times and they don't work. I tried to get technical support and you have to pay just to have them answer a question on their products. Most companies will at least answer questions for free to keep the customer satified with the product they buy so they will be a return customer. I am not happy at all with these products and the support. Also if you wish to not pay for the support there is no way to get off of the web page.

    Anonymous 1/15/10 11:57PM

  • 4 Days ago I asked "just answer" about my Lexmark c510 Printer. It jams (any paper) intermittantly at the feed from the tray. I have used it a fair amount and it's been a consistant performer...I didn't hear back and after getting upset eioth them treid aagain...they never answered me!!!! I requested a refund on my deposit. They finally did that several hours later. worst help call I've every Had. I just bought 4 new cartridges at $100.00 each and the printer doestn't work right and NO HELP!!!!

    Anonymous 12/19/09 9:24PM

  • Lexmark Pro705, Unpacked and Wi Fi wasn't working. Called online chat help, Could not get to work. She said they would ship a new one after a rep got a hold of me. No rep ever called. This printer had a 5 year warranty and couldn't get satisfaction the first day. Warranty is a complete joke. Returned printer will never own another lexmark product.

    Doug 12/18/09 4:17PM

  • Worst printer ever owned! never works, and everytime I even move a computer around the house it has to be redone and then its a forever hold time to get help from a barely english speaking person taking yet another job from an american. part of the problem I would say...not part of he solution lexy...

    Anonymous 12/6/09 7:19PM

  • Ordered a black ink cartridge from Lexmark website 2 weeks ago which never arrived but have been charged. Contacted lexmark customer services 2 by email and received no response. Phoned customer services and was told that the order had been dispatched and would arrive but so far nothing received.

    Anonymous 12/4/09 5:02AM

  • I called Tech support for assistance with my printer. The first rep I got was very friendly and knowledgeable, We thought we fixed the problem,however, after we hung up I discovered that now I could only receive faxes and not phone calls, the fax picked up after 3 rings and would not allow phone call to come through. I phoned back only to be hung up on the rep rather try and assist me. He told me I needed a separate phone line, or a distintive ring to make this work, I can tell you I had a Brother fax machine hooked directly into my answering machine before on the same line and didn't need a special ring to have them work together. I should be able to get phones calls and faxes with this machine too. The purpose of buying this printer/ fax/ scanner was to be able to do both. The rep hung up on me and so did the next two reps I called without even attempting to assist me. The 4th time I called back (each wait time getting longer)I asked to speak with a supervisior only to be hung up on again without another word.
    The 5th time my call was disconnected the minute it went to tech support.

    If I do not get some satisfaction from Lexmark in the next couple of days to resolve my issues this printer will go back to Wal-Mart and I will let them know how terrible your tech support department is.

    I managed a call center and I can tell you my reps were NOT under any circumstances allowed to hang up on customers unless the customer swore or was abusive to them and I did neither.

    nezzy 12/3/09 6:40PM

  • Called service as my "All in one" was not doing all it should....After service got through with me the printer (all-inone) was useless and I will have to dispose of it and buy ANOTHER PRODUCT..VERY UNHAPPY

    John caruso 11/15/09 5:17PM

  • I have two lexmark printers.I order cartridges,I received the wrong cartridges, I tried to contact lexmark, by email, and customer. My password won't work.They won't respond so I can reset. Called customer service twenty times, they put me on hold for over three hours. I cannot get into my account. I feel ripped off. Funny they have website that pops up when you are low on ink with your info ready to take your money. Third world attitude take the money and run.customer service is just a phrase not a fact. I can't wait to change printers. I will never buy lexmark again. This has been going on for almost two months.

    lavenderlady 11/5/09 7:08PM

  • had a cartridge professionally refilled (first fill) and was having problems with it. specifically, my printer was telling me my ink was empty and i just wanted to know if i could tell the printer it wasnt. cartridge was a 29a, specifically meant as a "non-return refillable" and i paid extra for it.

    called phone support, was on hold for over an hour and a half (don't ask) before i actually talked to something with a pulse. first she says that lexmark does not recommend refilling and cannot provide support once refilled. they sell refillable cartridges and refill kits on their site, and when i said this the b***h hangs up on me. AFTER AN HOUR AND A HALF ON HOLD!

    so i went to their chat support (another 20min of hold taken from my life) and brought up both the cartridge problem and the hang up. for the cartridge problem i got about the same answers, and the hangup wasn't even acknowledged. this obviously rubbed me the wrong way. by the time i had still no real answers from him (chat support), i had to leave to see a client. over 2.5hrs of my time, 2hrs of it on hold alone, if i could rate support a negative number i would.

    [my chat support, unedited except personal info]


    Thanks for contacting us. An operator will be with you shortly...


    [Jon Hodges] My printer is reading a full ink cartridge as empty
    Please wait for the next available operator.
    [JR] Welcome to Lexmark Chat Support.
    [JR] My name is JR, here is your Chat ID 3581501093575224575.
    I will do my best to help you with your issue regarding the cartridge.
    [JR] Are you still there?
    [Jon Hodges] yes
    [Jon Hodges] I called the phone support but was hung up on
    [Jon Hodges] hello?
    [JR] I see. I apologize for that.
    [JR] Please let me know the printer model number printed on the top of the printer front panel (Example : X1270).
    [Jon Hodges] it ok
    [Jon Hodges] x2550
    [Jon Hodges] uses 29 color and 28 black
    [JR] Did you refill the cartridge or did you purchased it as brand new?
    [Jon Hodges] i purchased a 29a (no-return refillable) a short time ago, drained it, and had it refilled by a company that does such
    [JR] I see. That is the only cartridge you have refilled, am I correct?
    [Jon Hodges] yes
    [JR] How about the #28? When did you purchase it?
    [Jon Hodges] 2 days ago, installed it today when i installed the newly filled 29a
    [JR] I see. Please remove the #19 cartridge and try to make a copy using the printer alone. Let me know if it will be successful.
    [Jon Hodges] ok. color or b/w
    [JR] Okay. Did it print a test page with good quality?
    [JR] Are you still there Jon?
    [Jon Hodges] yes
    [Jon Hodges] you want me to print a test page you said? sorry, had to move the printer to get at the cartridge
    [JR] Yes please.
    [Jon Hodges] yes it printed it fine
    [Jon Hodges] it was printing color as well but it keeps giving me a low ink error
    [JR] I see. How many cartridges are inserted inside your printer now?
    [Jon Hodges] when the cartridge was in of course
    [Jon Hodges] just the 28 black
    [JR] Okay. When you tried to print a test page using the black cartridge alone, it printed a test page with good quality, am I correct?
    [Jon Hodges] correct
    [JR] Okay.
    [Jon Hodges] a lexmark image with CMYK under it
    [JR] Okay. Please remove the black cartridge and insert the #29 refilled cartridge.
    [Jon Hodges] k
    [JR] Thank you. Please do print a test page after. Let me know if it will print in good quality.
    [Jon Hodges] it gives an error saying no lexmark ink and is now asking me to print an alignment sheet
    [JR] I see. Please proceed on printing an alignment page.
    [Jon Hodges] when i try to print that it says that the ink is low and offers the complete-a-print option
    [Jon Hodges] hit continue, is printing
    [JR] I see.
    [Jon Hodges] printed successfully
    [JR] How about the quality? Is it good?
    [Jon Hodges] appears to be
    [Jon Hodges] was printing other things before and it printed fine but was saying i was about to run out of ink
    [Jon Hodges] should i complete the alignment?
    [JR] I see. In that matter Jon, it seems that the printer is not reading the refilled cartridges' circuitry properly.
    [JR] Yes please.
    [Jon Hodges] thats my guess too
    [Jon Hodges] i was trying to figure out how to change that
    [JR] I apologize but we may not be able to do that. My best advise is for you to return that refilled cartridge to the store where you have refilled it and ask for a replacement due to defectiveness.
    [Jon Hodges] i see
    [Jon Hodges] i cant see it being defective
    [JR] As much as I want to replace the cartridge, I just can't because it has been refilled.
    [Jon Hodges] it was a product marked by your company as refillable
    [Jon Hodges] i specifically purchased the "a" for that reason
    [JR] Yes. But we will not be liable for it once it has been refilled.
    [Jon Hodges] it was professionally done
    [JR] I apologize but we can only replace cartridges without an A on it.
    [Jon Hodges] and i cant see how it wouldnt be covered as you sell both refillable cartridges and refill kits
    [Jon Hodges] can you explain that to me please
    [JR] Lexmark cannot assure the excellent print quality and reliability of its inkjet cartridges after a cartridge has been refilled. Using incompatible inks in an attempt to extend the life of a genuine Lexmark cartridge beyond its recommended usage can cause failures in several different areas of the printer. Inkjet cartridges and printer failures caused by refilling or a third party ink are not covered by your Lexmark Printer Warranty, Extended Warranty or Service Agreement.



    [Jon Hodges] so then you sell a refillable cartridge that is not meant to be refilled
    [JR] It will be your option to refill it but after you refill it, Lexmark will not be liable for any damage it may cause.
    [Jon Hodges] i'm not complaining about the "excellent print quality" which, in the 180 business cards i have printed with it, is still excellent
    [Jon Hodges] my issue is in selling a product that is not covered for its intended use
    [JR] I see.
    [Jon Hodges] and further, when i brought up my problem with your phone support after an hour and a half on hold, i was summarily hung up on
    [JR] We can only cover Lexmark cartridges that has not been refilled. If you have refilled the cartridge, there is a possibility that it have been damaged due to refilling. That is why Lexmark will be liable once it has been refilled because it has been touched by other companies.
    [Jon Hodges] it would be under this name and the phone number ###-###-####
    [Jon Hodges] and i had it refilled professionally for that very reason
    [JR] Yes. But even though it's like that, we are still not liable on it because it has been refilled. Please do understand.
    [Jon Hodges] i don't understand
    [Jon Hodges] i am a tech professional with both customer service and sales experience, and i have never had the audacity to sell a product not covered for its untended use
    [Jon Hodges] *intended
    [Jon Hodges] its like selling a car, then saying you can't fix it because the company doesnt cover the use of gas or can't control the source of said gas
    [JR] We are always covering the products that we have as long as we are liable on it. But once it has been touched or was re-manufactured by other companies or refilled, we will not be liable for it because there is a chance that that other company has damaged that cartridge. Which is why we are unable to replace it.
    [Jon Hodges] if i wanted a cartiridge i couldnt refill, i would have saved myself $25+ and gotten a 28/29 combo pack
    [Jon Hodges] instead of spending extra on a cartridge that was specifically sold as "refillable"
    [Jon Hodges] and then having to pay more for the single 28
    [JR] I understand.
    [Jon Hodges] and then getting it done professionally just to erase all doubt or possibility of error
    [JR] I see.
    [JR] I apologize for the inconvenience.
    [Jon Hodges] inconvenience? inconceivable yes, but hardly an inconvenience
    [Jon Hodges] this is far from inconvenient. paying extra for a refillable cartridge then having to go to the mall and wait 2 days for it to be refilled is inconvenient. i can handle inconvenient.
    [Jon Hodges] this is deplorable is what this is
    [JR] I apologize but we are not capable of replacing refilled cartridges because it has been re-manufactured by other company. We are unsure if that company has damaged the cartridge accidentally or not. If it didn't work because of that re-manufacturing, it will be very hard for to replace it because we didn't do anything for that cartridge to be defective.
    [Jon Hodges] so you're telling me that a company is going to pay thousands of dollars on an express refill machine, thousands more on rent and other business expenses, and you blame them for YOUR defective product chip in a cartridge that is SPECIFICALLY marketed as a non-return refillable product
    [JR] That is not true. If you purchased a refillable cartridge, and once it has been consumed, you will have an option if you want to refill it or not.
    [Jon Hodges] if i pay EXTRA for a specifically REFILLABLE item i have obviously made said choice at the start
    [Jon Hodges] my decision to get it refilled PROFESSIONALLY is a decision i made to avoid THIS
    [Jon Hodges] i unfortunately have to leave this pleasant chat for business reasons
    [Jon Hodges] my email is **********@hotmail.com i expect an email with a reasonable explanation in short order and, should it not satisfy, i will be speaking with the better business bureau
    [Jon Hodges] have a good day
    [JR] Please understand that we cannot guarantee functionality should you choose to have the cartridge refilled. I could have done more if the cartridge came from us. If you are using a Lexmark genuine cartridge, we can replace it using the warranty.

    ****************************
    not surprising, i have heard nothing from them since that day. this and other measures are being taken, i think it's about time for them to cut this s**t out.

    TechLeprechaun 9/30/09 12:48AM

  • Our company will NEVER purchase another Lexmark product again! Our staff has had nothing but problems with the printers and we REFUSE to be blackmailed into buying two expensive ink cartridges each time just so printer(s) will function. Even thrift stores are refusing to accept donated Lexmark equipment because it is totally unreliable, uses expensive ink cartridges and too often is not compatible with computer programs. More and more Lexmark equipment is showing up in trash bins and dumpsters...right where it belongs! Technical support is horrible. We are warning other businesses to completely avoid the Lexmark name and joining other firms who are boycotting Lexmark International. DO NOT BUY ANYTHING from this company!

    BobFlash3 9/26/09 7:00PM

  • I have been trying since August to get Lexmark to replace my X7675 printer. They have given me two troubleshooting tips, now they refuse to respond to e-mails.

    Dad1722 9/19/09 1:51AM

  • It's not looking good for Lexmark.

    Support manuals are written over the head of the average user. Web site image portrays a live customer service agent speaking into a headset but NO Phone numbers are too be found ANYWHERE!

    The Wireless Configuration Utility won't finish downloading the settings becuase the instruction say to remove the USB device, but when you do, the program defaults to an error message.

    I think it's time I start sharing Lexmark comments form this site with my investor friends and at investment workshops

    zippy 8/23/09 5:00PM

  • Day 2 of trying to resolve a printing problem with my new X9575. It prints light & dark. The wait times to reach a tech are unacceptable--yesterday 45 minutes & today one-half hour. Then you are repeatedly put on hold, because it appears the tech you are talking to does not know anything. They are sending me a new printer finally, but expected me to wait a week for it. First, I waited a day to get a new cartridge. I insisted on overnight shipping. Time will tell. I also insisted on a new printer, not a refurb. Dee

    Deester 8/13/09 9:57AM

  • LEXMARK SUCKS! They mislead u on the printers and the ink cartridges arent refillable. The new carridges are 2x the cost of the priner. Lexmark makes it virtually impossible to refill empty cartridges. My son's school printer now cant print because I cant afford $70 bucks for ink on a $50 dollar printer. Customer service was NO help. Spend the extra bucks and get a printer with affordable, adaptable cartidges for refil or replace. I will NEVER buy anything from Lexmark again!

    artfuldiva 7/25/09 11:31AM

  • I purchased a Lexmark 6650. From day one, I had nothing but problems. Lexmark sent me two replacement printers, none of them worked right! I'd print a group of pages (job) and had another job in the print spooler, but Lexmark's software wouldn't delete the first job unless I manually cleared it each time.

    DO NOT PURCHASE ANY LEXMARK PRODUCT!

    If you have problems, email the following individuals:


    Paul Rooke
    rooke@lexmark.com
    Executive Vice President, Lexmark, President, Consumer Printer Division


    Robert J Patton
    Vice President, General Counsel and Corporate Secretary
    rpatton@lexmark.com
    Direct dial telephone:
    +1.859.232.5096

    Michael Mirre
    Manager of Strategic Components and Commodities
    mirre@lexmark.com

    I HAVE NEVER EVER SEEN SUCH POORLY DESIGNED ELECTRONIC EQUIPMENT IN MY LIFE. LEXMARK USES SUPPORT PERSONNEL IN FOREIGN COUNTRIES.

    IT IS TIME TO BOYCOTT LEXMARK!

    VTLITIGATOR 5/26/09 4:40PM

  • well on one hand if and when it works it works fine i have the 2500 series and i have to scan x-rays and its beautiful but i have to have a tech come and reload the hard drive over and over the company want me to get a cannon but it does not scan x-rays as well as the lexmark P.O.S and the tech support on the phone takes a long time to help and was no help at all so i think i will try a new hp or a name brand cuz i am tiered of messing with this scanner printer P.O.S lexmark thanks but no thanks

    naposol33 5/16/09 11:59AM

  • Been on hold now FOREVVVVER... not liking your so called "support"...

    anonamous 1/26/09 4:56PM

  • can't print. still on hold after 16 minutes.
    not sure if problem will ever be resolved. spent $50 on new ink cartridge, now im not even sure that was the problem.

    Anonymous 1/26/09 3:24PM

  • I have been on hold for 15 minutes so far. Still waiting for someone to answer.

    Anonymous 1/26/09 11:55AM

  • It is Friday the 23 d. I have made 4 phone calls and spent more than 30 minutes on hold.

    Your technical support system is terrible.
    I.m just trying to find out why my no 17 black cartige will not print. It has gotten progressively worse.
    Followed intsuctions to gently clean the face with a damp q tip. This worked a month ago just fine but it has deteriorated again to no printing at all. The ink level index shows only about 1/8 use. Most of the collumn is black indicating plenty of ink to go. Whats the deal??

    Anonymous 1/23/09 11:49AM

  • Submit your comment >>
  • techie had me unplug power and wait ten seconds for reset, then rehook power. It actually worked. Embarrassed that I didn't think of it myself. have to do that with time warner cable box once a week to keep it workin. I hate to admit it, but after initial lexmark confusion with the phone numbers, the test worked. hats off to em

    bigdog 3/4/10 11:46AM


  • technical support was great once you got on the phone with them. trying to navigate through the freq. asked questions was a waste of time though. once online with a tech person problem was solved in 10min.

    john 2/6/10 3:25PM

  • I've had opposite luck with Lexmark - everything worked great with first one, wore it out, bought another, it worked fine until it quit scanning and when i called tech support and they tried various fixes they ended up sending me a new printer. Maybe you just got a lemon. Happens sometimes.

    Anonymous 2/1/10 11:30AM

  • I opened up my Pro705 and hooked it up. Did not work. Called customer service who called me right back and help me solve the problem. I will still throw this piece of garbage in the trash because one cannot refill the ink cartridges which cost $25 each.

    Anonymous 1/29/10 9:40PM

  • Reference case #1-273095468 01/25/2009

    I want express my sincere appreciation for the superb performance provided to me in the above case. The Technical Support representative, Sarah,was outstanding in all factes of technical knowledge,verbal communications and expediently solved by printer issue.

    Please ensure that Sarah receives "special" recognition for her oustanding performance.

    Joseph A. Russo CPA, MBA
    1611 Eastlake Way
    Weston, FL 33326
    954-385-1445

    case #1-273095468 01/25/2009 1/25/10 2:12PM

  • I used lexmark chat yesterday for the first time. I have had my x1185 for about 4 years with never an issue. Trying to install it to a newer Vista program there was driver issues. Not wanting to give up my old favorite and not being computer sauve I contacted the website and within 20 minutes and step by step detailed (in simple english) instructions from Katrina I was up and running.(vista suggested a new printer)
    THANK YOU

    linda ruby 12/27/09 6:33AM

  • I read lot of negative comment and I almost gave up on my Lexmark cartilage not working. I called the Lexmark help line 800 539-6275 on Saturday. The phone call was answered right away and the representive was very friendly and she stayed on the line with me to make sure the problem was fixed. The process took less than 5 minutes after installing soft ware which email to me. Excellent service.

    Rosalynn

    Greenrose 12/26/09 3:14PM

  • I called Lexmark support center. The number was not easy to find. When I called I spoke with alive advisor right away and she helped me with new softward to accept the new printer I bought. This process took less than five minutes and the cartilage for the printer worked. I am very pleased with service.

    Greenrose 12/26/09 3:03PM

  • Product: Lexmark 2300

    After waiting 15 minutes, Eric in the Phillipines answered and walked me through the steps to download a .exe driver file and to print. The paper sensor would not recognize paper unless there were 100 shts in the tray. He offered another printer for $80, shipping included. I would like a black ink cartridge for the 2300-Eric said it does not exist.

    Kristi 10/13/09 10:57AM



  Contact Information  
Technical Support
800-539-6275
Complete Lexmark customer service contact information including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.

Complete Lexmark customer service phone numbers and contact information at ContactHelp.com
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