Xerox Customer Service

I could go on and on ranting about so much.

I will spare you all.

Simply put, Xerox has the worst customer support of anybody I have ever come across in my 25 years in IT (and that is saying something).

It's impossible to get anyone to talk live on any of these phone numbers

My God where do i begin... Our last 2 leases with Xerox have been a nightmare. Both machines a d125 and now this utter piece of garbage Prime link B125 gave us problems from Day one. Not to mention that their [ installation team } managed to not install a single preference from our old machine. 6 months later we were still calling them to setup our preferences.

In addtion to mechanical problems at least 3-4 xs a week, the supply issues are just as bad, we are always on the brink of running out of ink and consumables.

This will be our last lease with Xerox, its just a matter of whether we will try to get out of our current contract or not

The absolute worst customer service, the WORST. Nobody EVER EVER EVER calls you back. I have been waiting for 48 hours for them to get this brand new printer to work. It REFUSES to be discovered by either of my PCs or my laptop. It just does not work, and they will not help me. I have called for a straight two days and NOTHING. Do not buy anything from these people.

I have been a loyal Xerox customer for the past 30 years but this Workcentre 6515 is the last Xerox I will ever buy. The software and hardware are horrible and tech support is useless and without a contract they won't even talk to me any more. So many other companies offer no-hassle lifetime support for their products. Good bye Xerox. I would turn your printer into a boat anchor but it would probably fail at that also.

The XEROX 6515 workstation is barely used (less than once a day) and still manages to work only 50% of the time, although the scan and email is supremely quick. It often fails to work and I have to turn it on and off. It says I have an important firmware upgrade but it only available for Windows and Macs and I have a chromebook.

We have been trying for almost TWO YEARS to get Xerox to get us a working printer. They first decided to trade out our old one, but they kept "missing a part" and had to come back to "fix it." We had new customer service techs every time, and it seems like none of them talk to one another because it's the SAME ISSUE and no one fixes it.

We are a busy university and our new printer can't work unless we turn it off and turn it back on again. And good luck trying to get their customer service on the phone and to get a consistent technician, because it just doesn't happen.

If we didn't have a contract with them, we'd drop them like a hot rock.

Do NOT get a corporate contract with Xerox. You will regret every minute of it.

Xerox Financial Services is IMPOSSIBLE to reach by phone. We have been trying to update our credit card info on our leased Xerox since Nov 2022, to no avail. The card they have on file is no longer working and now I get a letter stating we have 2 invoices outstanding. I called the number on the letter and literally no one answers; leave a message and no one calls back. I have been through number after number and spoken to numerous people who all direct me to that number. Worst customer service ever. I'm beginning to think that Xerox is a sham of a company

I bought a Xerox WorkCentre 6515 two year ago, because XEROX used to be the best in the industry.. That has changed DRAMATICALLY. They are literally one of the worst companies in the industry!

Both the printer AND SOFTWARE, are IS CRAPPY AND UNRELIABLE. Xerox support is equally CRAPPY, They've made it DIFFICULT TO IMPOSSIBLE to talk to a LIVE HUMAN for support. They have removed MOST software and drivers from their so-called "Support" page and replaced it with a USELESS piece of crap called "SmartStart"... it should be called STUPIDStart because 90% of the time IT CAN'T INSTALL THE DRIVER

If you are in the market for a printer, STAY AWAY FROM XEROX.... if you want' I'll sell mine CHEAP!

Friday morning: show up, don't tell anyone (who's involved in the issue) so they fix the wrong machine. now our machine is still down and they can't send someone back out till Monday.

We were forced to use Xerox against our will by our IT company after our beloved Brother printer died. This printer is awful (Xerox C230). EXTREMELY SLOW with LOTS of delay time between not just print projects, but PAGES! We print 2 pages, and sometimes there's a 5 minute wait for the second page! It'll go to sleep immediately after printing, meaning you have to wake it up if you want to keep printing or flip the page and insert it again. Jams constantly (without having paper even in it!!!!), ink is expensive for no reason, and we never get it delivered on time.

Slow, major delays (it shouldn't take 10 minutes for the printer to "wake up" and warm up to print a single paged receipt). We often time by-pass the printer altogether and send it to our HP printer. It takes 10 seconds to print one page while this Xerox is still warming up going "Busy!" and trying to print the paper. I cannot insist enough that no one buys a Xerox! Especially if you want a printer that works quickly and efficiently.

Xeros c315 very bad product. Xerox will support their product. They want to refer customer to 3rd party pay services for malfunction on the printer c315

Hello, please on some future command ws , change place for print and delete option which is just few milimetars below, or make some double choice, because it is so easy to delete file, and you cant retrive it. It is very disturbing when printing old file and delete it by mistake, than need to search, open print instead just one click.

Correct our invoices and ship our toner per our contract.. . This action prevent our church from printing our weekly bulletins. The above action will definite force our organization to seek another vendor once or contract has expired.. We would like to continue using Xerox for our copiers, but this unacceptable.

Furthermore, our support agent do not return calls, therefore we just don't call anymore.

Dear Sir, Madam,
I have only had the printer less than 20 days (Xerox workcentre 6515), this is the worst printer I have ever had the misfortune to buy and use. It does not print correctly, always an error and it will not allow any laptop to print to it.

They billed us several thousand dollars for a hundred dollars worth of imprints.

Then had the nerve to invoice us the following month and every month (several) since then when we are owed the same thousands of dollars for a known mis-invoicing.

This company (Xerox) is embarrassing on a number of levels, I cannot wait to re-source our office printing solution.

Our law firm has leased multi-function Xerox copiers for about 15 years. The experience of leasing our current Xerox machine was dreadful. Xerox provides the machine to private companies which then lease the machine. The actual Lease/contract goes through a third company. Xerox does not care about the interaction. The supplies (toner, drum etc) comes from Xerox. Xerox will allow only ONE toner (including black) to be ordered at a time. Xerox must give "approval" for a back up toner. The toner comes ground shipping - aka 5-7 business days. Our office was out of Black toner for 5 days. When you call Xerox for supplies, you will talk to a nice person in Manila, Singapore, who has no authority to expedite your toner/supplies needs. And if you need help from Xerox with your computer interface and the machine, the Service person they send you is NOT ALLOWED to help you with any software problems the Xerox machine may have. You have to go back to the people you leased the machine from, and they see you only as a drain on their time and energy - the lease has been signed, profit made. Because of the nature of the lease - you are stranded. Xerox used to be the example of customer service - you can no longer rely on Xerox to be proactive with the maintenance or repair of its machines.

This customer service is terrible! I got a man with an Indian accent so thick and so much static on the line that I had no idea what he saying. When I gave him the serial number he immediately said I had it wrong and to call when I could look up the right number. I tried to say it again in case it was an issue with the poor phone connection but he hung on me! We've had nothing but issues with our machine for 2 years and it's a fight every time to get someone here to fix this piece of junk.

Worst customer service ever. Can't believe this pathetic level of professionalism exists...

Hi, I return an unopened box with a product I accidentally ordered twice. Xerox did not accept my return because a small piece (maybe 1 1/2") of the clear tape was ripped off and ripped some of the lettering on the unopened cardboard box. They sent me a picture of the "damage", it is totally ridiculous. Who cares about some peeled off layer of cardboard box. I guess Xerox does, and naturally they will not refund me. I will never order from Xerox again.

Holy sheet...worst customer service experience I've ever had, and I've been in IT for over 20 years. I inherited a handful of Xerox MFPs, and so I'm forced to administer them. Do yourself a favor and use any other company for MFPs..ANY OTHER COMPANY! You've been warned.

Some dudes in a high up board room some time ago decided that customer service and product development isn't a priority anymore. They made that decision because the people that employee them only care about the bottom line of the company and immediate life time dividends because they will be rich and fine by the time this company goes down eventually (it will). Well.. Ive been on hold for 50min just to re order toner.. I make $90 an hour so this time adds up. You guys have become a joke. When my $90 an hour turns into CEO money Hopefully/eventually. Ill never do business with this awful company who has somehow figured out to make worse and worse products. My printer costs as much as my car and yet it breaks 5 times a week.

Xerox products suck. Just bought a C600, failed out of box. 4 hours of on hold with Xerox tech service. Level 2 hung up twice on us. Installed drivers, versions, fixes nothing works. Their sending out a tech. On a brand new machine.
Don't buy Xerox!!!!!!

Brand new Xerox WorkCentre 6515, nothing works as should to set up. Had IT company to install it and nothing worked correctly. Was on phone for support, had to call back over 6 times as they kept hanging up on me when putting me on hold to register machine, otherwise cannot help. Finally got a hold of someone to help, they just had me do everything I had already tried, then transferred me, hung up again during transfer. Called back and they said that department was now closed so could not help. Have had nothing but headaches trying to get a hold of anyone who can help from Xerox support, have not been friendly, and not helped at all. Would not recommend buying anything Xerox simply due to their support.

I have a Versant 80, it is on a lease, the first year I had 30 service calls on the machine, it is a lemon, and Xerox will not do anything about it. I would never use Xerox again

the customer service was great I was very satisfied

We had a technician come and fix our Xerox Workcenter 5735 on 6/12/17. He was very, very helpful. He showed me how I could replace rollers on the document feeder myself. He suggested we order new rollers to have on hand because we use the document feed a lot. So, please order for us . That would save us a service call in the future.

He also suggested we keep a fuser on hand as well. We already have a spare drum on hand so please order a Fuser R3 as well.

Our workcenter 5735

I had a number of queries regarding new Xerox 6605 set up including wi-fi scanning. I was called back as promised the previous day by Xerox in the Philippines. I was fortunate to speak to and have the specialist skills of 'MJ" who very efficiently dealt with and resolved all the issues. I was very impressed with his personality, experience and skill, knowledge and sense of humour. A most pleasant experience. Thank you MJ

The service rep was very knowledgable and the machine was super. It would do a good job of reproduction of colour and detail. Very few calls for maintenance. Was a good workhorse, loved colour and loved working with graphic design. Photography was exceptional. Miss it.

Have had excellent support since going with Xerox. The technician is fast and friendly and keeps our equipment running great.

Xerox have been great to work with. We have had some small issues, but Xerox support has been timely and effective. The multiple layers of support have allowed us to key in on some specific issues and we have been very happy.

We have a Xerox 700 and it has outshined the KM machine we used to have and is much better than the Digitex service we had with our Canon

this service was quite exceptional!!!!

Called with questions about an out of warranty MFP and was given great care and attention--solved my problem with no charge. Short wait time.

Perfect service!

This is one of the worst companies to work for. Xerox services Humana in Madison, Mississippi . The supervisors are unprofessional the agents are always giving out wrong information. The people that are above the company they dont monitor the company close enough. Everyone is under-paid and overworked. The Operation manager does not know how to talk to anyone and regular agents are trained an are becoming supervisors. Some of the supervisors need to be tested. This is the most hood place to work.

I am an employee at Xerox in Anderson, IN. I wrote a complaint earlier this week and I was told by Lead, Jennifer, that she did hear about the complaint. It did help. They were much better and professional.

Now, my concern is my surveys. Everybody in the class of 27 people was talking about all their surveys. I am the only person in the entire class that did not get a survey. One told me that she still had the other trainers name on her name and they fixed it last Tuesday. I asked my supervisor Corey why didn't I have any surveys, he stated he found out that I had the other trainers name on mine and he fix it with a serious smirk on his face.

At the end of the day 14, everybody stated at the end of the day that they got two to six more and I still had none. My customers love me. They tell me over the phone when the survey come I'm going to rank you high.

I go up to Corey in a very low voice and ask if I am being single out. He screams and stops the entire training class and says I don't want to hear that. I was shock I said you don't want to hear that, I was walking away. He starts shouting saying I think he don't notice but he see how when I raise my hand and see Jennifer coming I will put my hand down. I told him because I found the answer. I told him I don't have a problem with Jennifer she had one with me. He stated that is not what I am hearing. She had a problem with me. He say I be watching and I stated and you be ignoring me as well. I said I really don't appreciate you screaming telling the class everything we are talking about. He, the supervisor, stayed he didn't appreciate me asking if I was single out he started screaming she had two and she had one and she had six. And one coworker stated she didn't start getting one until this week. I told him I didn't want this to be a class discussion.
I went to my desk.

At the end of the day, I told my Lead Jennifer that my time sheet was messed up. She stated I had to tell Corey. I said so he can scream at me. I went up and told him and told him that I didn't want to be yelled at. He said I yell at everybody. I told him he needed some supervisor classes because I did not comw to work at 46 to be scream at by nobody or be disrespected. He said I didn't like it when you come up to me and ask are you being single out. I ask the question very low and you are my supervisor. He said everybody said you had a problem with them. I said I know Michael and Rich didn't say that. I said wverybody see how you and Jennifer ignire my hand. On three occassion, this one girl scream saying Sharon hand is up. People see it and thwy also see that I don't chat. I just do my work and my customers love me. When you ignore me when my hand is up, you are ONLY hurting that paying Verizon customer.

He then told me I have been held back in class because I didn't get any surveys. I asked wasn't it his job to make sure I was getting surveys he said it was his boss fault that the he had me in the wrong class. I have to fail a class because you had me in the wrong class. He said take that up wirh your boss.

When he did my coaching, I was the very last one because they had to find one that I mad a mistake on. I seen they had several people going thru them to name a mistake. They thought they found one. A lady call in to activate her phone and she was on it. I had to call her back at her house number. He thought I didn't. I showed him my notes that I did. I was suppose to put her on hold and call her back so the phone will still record. No one had told me that. He said you was doing it wrong. I told him this was the first time I heard of it. I told him that we didn't train on the phones. He said he know Ben and Anthony and he know they did. I told him remember she stated in front of the class that we didn't train on the phones because it was dummy accounts and we couldn't transfer. He put in the notes that I didn't know about the hold.

I don't know what kind of people Xerox finds to supervise but no one goes to work to be disrespected. This is the same supervisor that took a supervisor call and got so mad at the PAID CUSTOMER that he jumped up out of his seat and scream while slapping the table so so loud that we jumped and yelled that I will not take you talking to me like that. A SUPERVISOR? REALLY!!!!! He is really setting an example for 27 people.

Why am I the only person who didn't get a survey? Did they know that I will get great ratings because everybody told me they flunk a few. To not make me shine as I feel on every call except one, I make sure I do everything I am suppose to do on a call. I do my job and being treated with so much hate. I guess its could be the way I act at 46. I dress with some class as if I getting paid by someone instead of coming in like the supervisor with wrinkle and yeterday cloths on.

If you are a Verizon employee having issues with Xerox's management of your pension you are not alone. You need to take a few steps don't give up. I have had to escalate my case through HR, at Verizon. So far Xerox has not solved my problem. I have in writing from Hewitt past pension estimates and Xerox is about $124,000. different. In the mean time I have contacted the Federal Labor department that has agreed to get to the bottom of this problem. Xerox should stick to copiers I think they are using an abacus to make their calculations.

I am a Field Service Representative and believe it or not, I want you to have a good experience with your equipment. I truly believe in my equipment and in my skills in diagnostics and repair. I am judged by my ability to repair correctly the first time so, yes, I want to fix it right the first time. The information I recieve for your call is limited and that is why I will ask you alot of questions to make sure I diagnose your machine correctly. I will do my best to repair, clean and test your machine. I will ask you to test it out to not only test it under your conditions, but make sure you physically verify that your machine is working. I can not carry every part needed to fix every problem for every machine and I do appologize for the inconvienience and will order the needed part but I am then limited to the delivery companys timeline. In most circumstances, I might be able to find the part in a nearby technicians inventory and drive to get it but if that is not possible, I will get you the part as soon as I can.
Although I have many years experience, I can not know everything possible and will use many types of resources including other technicians, looking up tips on my computer and looking at my service manuals which Xerox has painstakingly downloaded onto my computer to make my job a little easier. I may not be able to fix your machine in the first visit and I appologize again. I am judged harshly if I can not repair your machine properly the first time, so again, it is in my best interest to fix your machine correctly. I do not discount you or your concerns as I concider myself a silent partner in your business' success.
Please, do not take your aggressions out on me. I know that I am probably the only person you will see in person. I value our relationship. If you tell me the problems you are experiencing, I will do my best to help you. Again, I personally value our relationship and benefit in a long and lasting relationship with you. It does me no good to have you dissatisfied with me or my company and I know that. I thank you for your trust in me and for giving me the opportunity to serve your needs.
Like you, I am a person. I promise to treat you like I want to be treated. Please reciprocate. I understand that when your machine is not functioning properly, your business is effected. I do not like to leave your business location without your machine working properly but have to sometimes. Again, I and my collegues do our best for you. Again, I believe in my machines and believe that they can be a valuable tool in your business.
Thank you
Your Senior Field Service Technician and hopefully friend

I work in the xerox service group and I have to say, it’s terrible, not only do they refuse to hire anyone they can’t seem to understand the process and systems they use don’t work.

When customer calls all in a huff because they can’t print, we literally have NO access to contact information of the tech we dispatch, all we are physically able to do is create a ticket and send it off.
So when you call without your serial number and get all flustered cause we don’t know what device it is. Maybe rather than just DEMANDING we send someone give us the info we need so we can make sure no mistakes are made.
Do you call your cell phone company and get upset because they ask you for your phone number? talking to you people is like talking to children; spoiled angry little children that don’t even know what they want. Maybe when you call relax and listen rather freak out and yell and maybe service will go more smoothly!

I am a xerox technician and am NOT going to try and tell any of you that you are wrong. I can only try and explain from my side when we get the service call we ( or at least most of us) try our best to resolve the issue that you called with as well as look at overall performance of the machine. we are limited by a number of factors
1. we dont use the machine on a daily basis so if you have a concern TRY and talk to us to help fix it.
2. we are tasked by our managers to reduce costs and yes that means repair rather than replace some parts.
3. we usually have a big area and alot of machines and thus your machine cannot always be number one priority we get to the in order we recieved the calls
4. we ARE NOT THE CALL CENTER when you place a call you usually speak to someone else and we get the information second or third hand and in short message so when we call and talk to you the more detailed you can get the easier for us to have right parts.
5. we do not carry every possible part for every machine we have bare minimums of parts because carrying every part is impossible.
6. we are almost as frustrated as you when a machine breaks