Xerox Customer Service Complaints - page 2

I have a Xerox Workcentre 5325 that needs the firmware upgrading to support office 365, i have asked for this to happen only to be told i am wrong and that the configuration on the printer is wrong. While she has a point, it is a bug in the current firmware that prevents the printer from accepting the correct configuration. I tell her this but still am told i am wrong. Absolutely terrible customer service, I am an IT engineer and know what i am doing and wouldn't ask for a firmware upgrade if i didn't know that's what it needed.

Xerox's customer support is horrible. I have been trying to buy an additional walk-up fax option for a newly purchased C8030. After the sale and delivery of product it seems Xerox could care less about support. I would advise all those looking for a new multi-function copier to go with a Cannon, Ricoh, or Sharp. It is ridiculous I can't get anyone to sell me the fax option. I talk to someone at a call center in the Philippines that transfers me to support which in turn hangs up on me. This has happened twice. Xerox is a huge disappointment

I purchased 5, Xerox replacement cartridge from tonerprice.com. in November of 2016. One of the cartridges that I opened is defective. One of the parts sticks out and does not allow the printer chamber to close correctly. And one of the silver rollers is loose, and causes the printer to make a terrible noise. Is it possible to exchange the cartridge?

After having a series of Canon printers we made the mistake of getting a Xerox Workcentre. It's inherent limitations and the frequent breakdowns are have been a serious drain on productivity and resources. On top of everything, customer service is anything but helpful. We are all counting moments towards the end of our lease and freedom from Xerox hell.

Bought a xeron workcenter 6027. Didnt even last 1 year and the piece of crap is broke. Apparently the part to repair is worth more than the machine. Will never buy a xerox product again.save your money and buy something else.

We got a Xerox Phaser 6600DN under a pay per page/fully maintained model. It is not fit for purpose. It's in our Engineering Sales office which was lucky as they don't mind attempting to fix it themselves (got forbid you had this in a normal office environment). While Xerox are perfectly polite when you ring them you know you will get a temporary solution at best. Problems involve:
- printer ink was meant to be automatically ordered so we don't need spares. It didn't so for the first four replacements we had to order and wait several days. Admittedly it does seem to work now.
- we ordered a mono printer, we got colour. The cost doesn't bother me (100s of test pages @10p a time) but I am sure that this is part of the problem.
- spare plastic rollers these generally only last up to three months (we have learnt to fix the problem then call up two weeks later to say it recurred so we can get spares for next time).
- must go through an imaging unit every two months.
- refuse to send out an engineer
- refuse to replace the bloody thing.

Terrible. You end up talking to Manilla and they will NEVER send someone out!!!

Printer U/S emailed support and they dispute that it is under warranty.

This happened with the last Xerox so this time I paid for the 3-year warranty and kept everything. So we take photos of the invoice and the warranty and email this also. Again the dispute the warranty by saying is has elapsed despite the invoice date stating clearly it is not.

Muppets. Do Not buy a Xerox.

We are now a week in and every time we email or call we get another member of the Bangalore call centre who does not have English as their first language.

No one takes ownership of the issue. Still broken.

Worst company ever seen, you got agreement signed on the day of my meachine brokedown and not given proper details and signed in blanked copies.
Upon asking about the who u can mention effective date from feb-16 when we signed it was april-16.

The manager treatned me by saying u have signed on the agreement ,you are leagaly obligued to pay me thats it.
He also said me that once the agreement signed all the people in the world say this and i am telling the same.

I dont have recorded that telephonic conversation other i would ve sued u.

U are runing the company with goons.

We have been giving three dates where an engineer was supposed to come in and fix our new, in warranty printer. We made a 'logged' complaint to them. Which they promised to get back on us with. That never happened. As well as this, we are fed up with talking to rude customer service phone operators who do not know how to be polite. Overall, we are disappointed and angry at the service we have been given. P.s the printer is still not fixed. A week after.

Xerox customer service is the worst. I spend the majority of my week on hold dealing with incompetent "customer service" reps who do everything in their power to not send a service tech out. The second our contract is up, I am switching to another company. XEROX SUCKS!

Our order was delivered to the wrong department. A rep phoned me at the office to help determine which department received the order. The building we are in is comprised of multiple government offices and departments all with different accounting codes. She phoned me back again and said, "Okay I found out where you order is. You can contact..." I said, "No. Why don't you just reship the order so we can get what we ordered?" I was not rude, I simply asked for the mistake to be corrected. I provided the correct information when I submitted the order. There is no reason the order should not have come directly to us.

Instead of apologizing for the mistake, she became very rude and ended the call refusing to answer more of my questions. This is just not acceptable.

The Xerox "work center" doesn't!

The machine regularly gives a "start key not ready at this time!" despite having not been used recently, despite having been used recently, how can the start/copy button not be available? Or, after one copy the message indicates the machine wants to "take a coffee break" indicating one must "continue working", my gosh, fix this thing!

Xerox Printer
I am a guy who use
PCs everyday , since I owned a Xerox , I feel very fustrated , you need a Phd to operated

I am pretty shocked. I just purchased a new Xerox 7835 machine. I have always loved Xerox because their machines were excellent and they had excellent customer service. Not anymore, I guess. I got the machine 2 weeks ago - there is a detection issue on Tray 4 where it does not pick up the 8.5x11paper that is in this tray. I called Xerox to send out a technician and I am being told that I can fix this problem myself and I do not need a technician to come to my site!!!! Wow - pretty bad. Had the machine for 2 weeks!!

Xerox has the WORST customer service. I've spent 40 minutes on the phone with support asking them to send a technician out for our color printer. She told me to try out a bunch of things before they could send out someone to look at our machine. I am not a technician nor do I understand what the parts of the printer are! How hard is it to send someone out?!

We pay close $900 for service just for them to tell me to do things myself. Ridiculous. In the end she tells me they're going to have to send a technician. No sh*t! I've been trying to tell her that from the beginning!

I've worked for companies that had Ricoh and Canon printers and as soon as I called for service they send someone over in an instant. Those technicians arrive, figure out the problem, call for parts and come back to install them when they receive them. Xerox, however, prefer not to have a technician come to your office until you troubleshoot several things and send you parts that they assume will resolve the issue only to tell them that none of it worked.

Don't waste your time or your money with Xerox.

Hi

We have a xerox in our shop, we pay a load of money each month for xerox to provide me a service, my team has been logging calls

for a tech guy to come out and fix our machine, there is a piece of plastic that needs to be replaced when your tech guy was here previously

he took glue and glued it on like a Chinese, it was working for a while and came of again we have a load of paper jams and i need to pay my clicks

of you close my account!!! But for what do i pay clicks for Service like this, i then have to take it into my own hands call the call centre and then have

a one and only Hester LAUGHING at me when i tell her you need to employ people that can do the work properly. We have been waiting for a week for our machine to be fixed and they say the tech guy will only be here NEXT week are you people out of your mind???

do i need to tell my client to wait two weeks for a machine to get fixed???

I can clearly see what type of people work at bytes as the tech guy in Swakopmund can't to a job properly and staff at the call centre laugh at clients.
Please get a Tech guy here to sort our machine out in the next 2 hours.

Thank you

The customer service center in Raleigh for Apple support you would think they worked for the Apple Corporation direct. They are arrogant and try to make you feel you do not know your product. Give me Apple support I am not using a Xerox based product again.

I applied for a job. It took almost 30 days for an email to come through with a response to the application. In addition, I was given 7 hours to reply then got another email THE SAME DAY indicating the job was closed after they indicated they were actively interviewing. Their excuse for the short notification was their email server had a delay. However, i kept getting notified of other job openings. Xerox was established in 1906. Review and response time is blamed on their own technology. Maybe that is why Xerox service scores are extremely low. I have had co workers with much less experience get hired. I am a network specialist with 10 years experience and worked for the government for 5 years. I contacted HR and the person on the phone had a hard time speaking English.

How this company stays in business amazing me. Every week we are going out to service the P.O.S machines. If it's not one thing it's another from constantly jamming; skewing pages; finisher problems; adf scanning issues; controller boards; the list goes on. Every part on the machine is made the cheapest way feasible. All of the plastic components are cheap and break if you look at them wrong. The software controlling the machine is crap and looks like a teenager wrote it in terms of functionality. How can you even justify selling these to customers for say $10,000 base model then every week make them pay $1000-1500 in parts plus labor charges. You can't even use off brand paper with xerox machines without some sort of problem developing. I most certainly will never buy one of these for my company and will never recommend them to anyone unless they want an expensive paper weight. At least with HP they work 90% of the time and require mostly no major repairs, simple maintenance kits or toner and they run without issues. Stay Away from xerox! If you value your money or you companies money Stay Away from Xerox! Don't trust the salesmen they are there to sell them they don't deal with the problems and don't see them constantly on a day to day basis. Go with any other brand other than xerox and you will save money!

I have never in my life received such poor service from such a "big company" continuously lying about my orders that i had waited 3 weeks for. Seriously how can a company be without a printer for 3 weeks? Ive had numerous amounts of excuses for example; the driver has had a crash and lost my parcel? They have not got the item in stock and do not know when it will be in stock. Interesting isnt it. How much this company can fail. fail. fail.

This is the sequel to the previous comment, regarding the nightmare of trying to order staples from the miserable Xerox woman over the phone.

Got my order in. She intentionally spelled my name wrong (it's in the system!) and also sent me the WRONG STAPLES. That's right folks, after all that, and blatantly just telling her "I want the 'corner staple', the regular kind", the moron sent me booklet staples.

How shall I escalate this? She doesn't deserve a job.

I never thought I would have to anonymously complain about Xerox.

I work in IT and therefore am dealing with Xerox a lot. I call their technicians in, and once in a while order non-metered supplies over the phone.

Now, 99% of the time I get good people. Every single field technician who has come in, and I've requested many, are very knowledgeable and very friendly.

And over the phone, when I can understand them, they're very friendly.

Except today, in fact, minutes ago, I had the worst person on the other line. Too bad I didn't remember her name, if she answered the phone with it. This was at ~11:25am on Monday, March 16th 2015. This stood out SO much because this is literally the first time in my 2.5 years of ordering that I had someone rude. Makes me want to reconsider who I order from. I was ready to file a complaint only to see that they only have a phone option, and no online complaint form. Really not worth my time to phone in and I feel uncomfortable doing so over the phone.

----

I told her I wanted staples for a machine, but didn't know the sku number for them, but I knew my machine.

Her: "What's the number"

Me: "I don't know the sku number, only the machine's serial number"

Her: "I NEED THE SERIAL NUMBER TO CONTINUE"
(Great attitude in her voice already. I know you need the serial. You asked me for a number right after I told you that I don't have a SKU number.)

Me: (serial number)

Her: "Which staples would you like to order?"

Me: "I'm sorry, I didn't know there were
several kinds, what are they?"

Her: "There's the kind for corners and the kind for booklets."

Interesting.

Me: "I didn't know they were different, what's the difference between the two staples physically?"

Her: "One is for corners and one is for booklets"

Me: "Could you define what you mean by 'for booklets'?"

Her: (sighing rudely) "If you put 2 or 3 staples in a booklet"

Me, still confused: "But that's just an option when creating a print job, I thought they were the same, are there two areas where cartridges are loaded?"

(long pause, she doesn't acknowledge)

Me: "They both just look like normal 'stapler-staples' to me, both the 'corner ones' and the ones that get used in booklets, are they the same physically? I thought they pulled from the same cartridge?"

Her: "THAT'S IMPOSSIBLE, that's not happening. You need to ask someone which ones you need."
(attitude increases, implying that I'm some sort of dummy who needs to ask someone higher up what I'm doing)

(Cute, I'm in IT and nobody else here knows)

It went on like this for another minute. She wasn't saying anything without being prompted to, just cross-eyed and drooling and mouth-breathing on the other end, waiting for her next moment to snap at and confuse me.

It was painful, you could hear from her voice alone that she had no enthusiasm, no patience, ZERO passion for what she did, and wanted to get off the phone as fast a possible. Curt to the point of being extremely rude.

I told her I wanted the "corner-kind". It took 3 variations on my question for her to understand that I was asking if this kind came in boxes or as singles (never ordered for this machine before).

"4 to a box".

(long pause)

"O...ok, I'll order one box please."

"I have a confirmation number for you."
(talking fast and without emotion)

"Okay"

She gives me the number. I write it down. I repeat it just to double check.

"Yes."

....just "yes". I wait. Long pause. Even longer pause. It gets too long.

I ask, "Do I need to do anything else?"

"No."

Just no. Long pause. Longer pause.

"...Okay thank you?"


"BYE" (she hangs up)


Seriously, what?

I may very well be wrong, but I'd like to assume I'm a reasonably intelligent person, and I was still having trouble understanding her because of how curt and annoyed she sounded.

Their website is horrible to navigate and they use so many different departments to do things, no one seems to know what to do or where to go. When you call, they are not very nice and "somehow" our office info was shared with another company that tried to scam us. Ordering supplies is not easy and user friendly-would not recommend them to anyone.

I am totally unsatisfied with the service we are getting from Xerox. My colleague rang on Thursday and the lady on the other end was telling him what to do, which he did and was ok for a while. Then on Friday nothing would print so I rang and was given a reference no 35711361 and was told someone would be out this afternoon. I rang this morning to see if they could come any earlier and was told they couldn't come out until tomorrow. This is most urgent as our printer is vital to our operations.