Xerox Customer Service

User Reviews, Ratings and Comments

Xerox customer service is ranked #379 out of the 630 companies that have a CustomerServiceScoreboard.com rating with an overall score of 32.08 out of a possible 200 based upon 118 ratings. This score rates Xerox customer service and customer support as Disappointing.

NEGATIVE Comments

112 Negative Comments out of 118 Total Comments is 94.92%.

POSITIVE Comments

6 Positive Comments out of 118 Total Comments is 5.08%.

Issue Resolution

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Our order has been delayed, after several days of back and forth phone calls we find out that we are purchasing through a third party company and because they have an issue with another customer we are not getting our goods. In other words if you buy an item from a shop they wont deliver until all other customers have paid regardless of whether you have paid or not.
This speaks not of a professional company but a two bit outfit that has got too big for it's boots. Because of this an order for 5 printers will be canceled and xerox will be a company I will never deal with again.
Don't bother complaining just take your business elsewhere

Neo Slammer 5/2/13 6:23AM
Xerox just took over the HR portion for Verizon. Representatives are very polite and always sorry for your trouble but nothing every gets done. And the 3 business call backs never happen. I believe the Xerox portion is a call center and the actual work is outsourced to a foreign country. Xerox reps never have a name of person you can call directly who is working on your case. This is a disaster and probably save the company millions in taxes, salaries, and benefits losses for the employees who just give up calling.

retiredbutterfly 4/12/13 6:18AM
When a Xerox managed device breaks it takes days to get a response and then additional days for any replacement. If there are parts needed, forget about it!

Disappointed 4/5/13 9:32AM
Xerox managed printers are barely serviced to stay running, and whent hey fail, due to the lack of enough preventive maintenance, it takes 1-2 days to get the printers working again.

Eric C 4/5/13 8:52AM
We are a hospital that went from HP to Xerox around 2000. Unfortunately they were great until we had all Xerox machines in the health system. At that point they figured they had us by the bawls and stopped giving us service, support or even a representative. They lie, do the worst job ever, and their hardware is no better than anyone else. Their software... let s not even get started.

misjudgedinall 4/5/13 8:36AM
I have a Xerox Workcentre 7525 - jobs stall and can not be deleted from the queue. The machine status will say "deleted" but there it is - blocking all the jobs that come in behind it from printing. Happens a least once a week. Very frustrating.

ginger 4/3/13 3:57PM
We have been Xerox customers for more than 15 years, in a shop that produces 10 million clicks each on three machines. A few months ago Xerox changed the way they service small high production equipement.The new company QBSI is no where near the service level that we got from Xerox. One or two service people with a little training. Our service calls went from one day, to 5 or 6 days. Calls to service manager went unanswered. The bad part about the whole thing is this is our slow time of the year.Do not get mixed up with the new service it's a train wreck.

msurb 4/1/13 12:18PM
Regret to bought it..just few months have problem
But the problem if can solve is small matter....sent the printer to them 2 weeks ago...no feedback for quotation
I runing small business need to print out document all the time
Call them ask about it...need to waiting at line...after that said it person in charges off....is the person in charges have a long vacation. ...is that my printer need to have a long vacation also?
What kind services of KL customer service officer they have?
Never finish my question just cut off the line
I think only here I can make complaint

meng 3/29/13 2:00AM
only good xerox provider in Arizona quit? that should tell you something about the company. I was contacted about our "production" equipment by a new company? and new rep? after 10 years of a great relationship with our sales office it has turned into a nightmare. in the past when our service was poor we could call our local office and they would get service to fix our unit and then get us service credit for downtime. things were getting worse a year ago around the time our office said they were getting ready to quit. shew...enough said if internal "support" is quiting from the quality of the company end users are getting killed... we are switching to our old company with a different brand so we can enjoy our past good relationship... i have intentially left their name and new brand out of letter (per their suggestion) so the legal trolls at xrx don't try to find a way to hurt them our us... if not a current customer i wouldn't start a new relationship at least not now until they sort out their rash of issues such as overflating their company good will on their balance sheet and purchases of acs and gis.

Dan 3/7/13 12:33PM
Worst customer service experience I've ever had; was hung up on 4 times; when I tried to call back the numbers given, I wasn't connected to another person, but an automated machine. I think Xerox should invest more time in its customer service representatives; I talked to three "specialists" to try and move my printer, and they still wouldn't, even though its in our contract. I've never been more frustrated in a phone call.

Anonymous 2/15/13 2:00PM
We purchased a Xerox Phaser 8560MFP for our home office 2 years ago. We bought the machine through a local consultant/vendor. Out of the box there was zero instructions... not even a setup CD. We called the consultants and they procured a driver CD for us, but they were unable to get us scanning or faxing. A year later, we began receiving error messages "low ink" and then the machine stopped printing entirly. After a huge run-around, Xerox support told us were using non-standard ink (Staples???) and that voided the warrantee. They said they would charge us $300.00 per half hour to work on it. Brain Sergeons make that much, not printer repair technicians. We're now stuck with a hulking worthless $1700.00 piece of junk!!!!! Xerox - never, ever, again!

Christian & Leslie Chase

Chris 2/12/13 11:56AM
I work for a water district in southern California. We have many printers/copiers. I deal with a lot of vendors and there support. Xerox is by far the worst customer service/ support i have ever dealt with. Please don't ever buy any kind of xerox product. They are very rude over the phone and will have you go through a series of ridiculous steps before they will finally come out to try and fix the printer/copier issue. STAY AWAY FROM XEROX!!!

Ipad8 2/7/13 3:36PM
As many people do recently, I started a very small business almost two years ago,I made a big mistake, I contacted the Xerox sales department, the sales rep eager to make his commision, deceived me with false promises and a lease contract that now I can not get rid off,the printer is a work station 7500.I was promised that if the copier business didn't make money, I was able to return the printer, I was very naive. I didn't read the small print. The business didn't work out and now I am stuck with their machine and their collections department. I need a good lawyer. Toronto, Canada.

Need a lawyer 1/30/13 9:04PM
I have been a technician for 25 years in downtown Calgary AB this is a thriving oil city. You ask a good portion of these oil companys and they will never deal with Xerox again this is a incompetent copier company run by incompetent people. I wonder if Ersla Burns knows about this.

taz 1/23/13 3:49PM
Have had billing problems for 4 months rep not interested click charged are double what they agreed Good machine Rubbish service watch what you are doing if you enter into an agreement they wont honer it Industrial Bullies

Abbey 1/18/13 2:03AM
Xerox is ignoring my requests. Every time I speak with them they are so rude as they were doing me a favor to talk to me. I can't stand this attitude. Their customer service is horrible. There is never anyone available to talk to you. Their representatives know only one solution and if you don't fit into them then they simply repeat themselves and wont help you!

piocio@o2.pl 1/16/13 2:45AM
We have over 16 Xerox copiers, from large (4112) to small (4250). This relationship is over 15 yrs old. We have always received excellent service from Xerox techs and had a close relationship with a number of Xerox sales reps, who have worked hard to resolve any issues we had. Sadly, about last March (2012) our rep left and I have been unable to find anyone to talk to. It appears Xerox has decided to outsource service & sales to Carr Business Systems, a 3rd party supplier in Long Island, abandoning any smaller and medium size customers. We do over $100,000 annually with Xerox and now can't even get a call back from them. I always dealt directly with the manufacturer for the rep's problem solving skills, the techs ability and cleaner billing. With Carr, service response time have gone from 4-6 hours to 2-4 days. This is unacceptable. Time for a change!

Anonymous 1/10/13 10:46AM
When due a refund it is impossible to get the money out of Xerox without taking them to court. Your calls are directed abroad where no-one knows what you are talking aboout and no-one returns calls. Absolutely disgusting customer service - avoid at all costs.

Unsatisfied 1/10/13 7:16AM
service in arizona is terrible. not only has our school district dumped xerox due to excessive downtimes I know many more have and will leave. Our service guy has to order parts and we are down waiting. Then try to order toner and you could be down another 10 days.

jack 12/15/12 1:10PM
We are a school in County Durham and our head decided to lease a xerox machine rather than use our existing supplier United Carlton. I must admit I had reservations as we had been using our existing supplier for the precious 6 years without any issues but

We are a school in County Durham and our head decided to lease a xerox machine rather than use our existing supplier United Carlton. I must admit I had reservations as we had been using our existing supplier for the previous 6 years without any issues but the head said the financial offer from xerox was too good to be true. Well the machine arrived and we were provided no instructions on how to set it up & I had to literally pour over the manual?? Finally I got it printing and the quality of prints were ok. I decided that since we were going to do a lot of printing for the Xmas productions that I should order spare toner (the machine arrived with none) & this is where my frustrations began!! I called somewhere in Malaysia and the guy I spoke to couldn't understand a word I said!! It took me 25 minutes to finally get them to agree to send us spare toners, I asked for all four, five days later a black toner arrived!!! Where were the colour toners?
I tried calling but gave up after 30 minutes of automated phone systems and being passed from one person to another! This is shocking in this day and age.
I have to say I now understand why they were cheaper than our current supplier but if this is the pain we have to go through for a simple toner order I fear that when there is a problem I might be on the phone even longer! If that is the case then I will let you all know as if its cheap there generally is reason, poor, poor service!!

IT Tech Durham School Cluster

IT Technician 12/14/12 6:49AM
Xerox is the worst kind of loan shark you will ever encounter. Lessee beware. Lease one of their products and you're in it for good or for worse. Even if the machine is inoperable and resolution cannot be received; if you owe them any amount of money they'll cut off your service and expect you to pay your lease despite the inoperability and unreliability of the machinery they so profusely believe in. If they repossess, they will come and break your legs (so-to-speak)... take it from me; they're not worth the headache of fighting with an unreliable machine day-in and day-out, fighting with service, fighting with accounts receivable, fighting with collections, fighting with their lawyers ... save your headaches and go purchase or lease a competitor's machine with lower click charges, lower lease rates, and better service ... you don't want to deal with the mob that Xerox is. They are unbending and not willing to make any kind of arrangements; they expect payment whether or not their machine is generating you any income. Do your research! Read these comments! Read the fine print! Get your lawyer to look it over and give you advice! Do NOT sign on any dotted lines until you've researched this thoroughly. It does NOT matter which Xerox machine you get; it WILL cost you an arm and a leg and maybe even your life in the long run. You will operate a sweat shop for them and not even realize you are doing so until it is too late.

unsatisfied 11/25/12 5:35PM
Dealing with Xerox has to be one of the most difficult parts of my day. They employee staff that barely speak or understand English and have no real understanding of what they need to know.
I needed a price on a Xerox prodcut to be told that the code I gave her was wrong and that Xerox codes dont start with 0161. I explained that I got the code from their website so aksed for her to search the product via the model number to again be told that they dont supply a product with 7700 as the model number ??. Do they seriously expect people to continue to use their services when they clearly dont train their staff to know what they are talking about.! To top it off I am now having to wait 10-15 days for a part for a machine that should be held in stock and available on a next day delivery. Will never use them again, happy to pay an alternative supplier more to receive an acceptable level of service.

UNSATISFIED XEROX CUSTOMER 11/22/12 5:45AM
I am so disappointed with Xerox!!!!!!! I'm an IT technician for a school in Croydon and our support company bought 2 printers for us in May 2010. The worst printers ever in my opinion (Xerox ColorQube8570). In August 2010 one of them just stopped working and they sent out an engineer who struggled for a whole week to sort the problem out. I suggested we get a replacement but Xerox refused!!!! The printer started working but its soooooooo slow and staff get really frustrated! In June 2011 we had just about enough, so I called Xerox to complain and they said there was nothing they could do. These printers were very expensive and all they were so unhelpful!! Yesterday the other printer just stopped working!! No warning or anything!!!! It just stopped!!! I called Xerox and they said they said to send an engineer out it would be £366.00. I know we've had the printers for 2 years now but I think its extortion! The school I work in has many less privileged children and all we want to do is try and give them a good experience at school. We don't have loads of money to be wasting on printers and we try and buy the best value for money equipment. All I can say is we will never do business with Xerox EVER and neither will loads of other schools in Croydon!!!!!!!!!!!!!!!!!!!!!!!!!! And for your sake I suggest you do the same!
Nadia

nadz500 11/20/12 2:30AM
BEWARE ColorQube Printers

Xerox markets these printers without any mention of the fact that consumables are region coded.

There coding sucks and if you have an issue they want to charge you a service fee to fix something that is caused by their greed.

Another Xerox Sucker 10/5/12 6:55AM
TOTAL WASTE OF TIME 30 GOING AROUND IN CIRCLES, BASICALLY IF YOU HAVE A PRINTER UNDER £500 IF IT STOPS FOR REASON THROW IT AWAY AND BUY A NEW ONE, THEY WILL BE READY TO HELP THEN.

ALSO PRINTERLAND ARE FAB WHEN YOU ARE SPENDING YOUR MONEY BUT GARBAGE IF YOU NEED A BIT OF CUSTOMER SERVICE AFTERWARDS.

lewo 9/29/12 2:51AM

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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.

anna 11/16/12 11:34AM
Have had excellent support since going with Xerox. The technician is fast and friendly and keeps our equipment running great.

Anonymous 3/22/12 8:53AM
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

Paul 3/22/12 8:25AM
this service was quite exceptional!!!!

darth vader 5/6/11 1:18PM
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.

karolinakev 4/4/11 10:16AM
Perfect service!

flip 12/16/09 1:28PM

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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.
Fightback27 5/2/13 3:51PM
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
Cobaltace 1/19/13 9:07PM
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!
xerox rep 7/2/12 12:49PM
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

eunuch39 1/16/11 5:42PM