Xerox Customer Service Complaints - page 3

DO NOT purchase the WorkCentre 6605 if your business requires an actual complete and unaltered copy of a document. I just learned from Xerox service that my machine, which is producing cut-off copies, is functioning correctly. This model has a dead zone of about 0.5mm on the edge (a machine imposed and unalterable border). This occurs in both using the platen as well as the document feeder. If you have a document with information that goes from edge to edge you are just screwed.

Dear Sir or Madam,

I am sending this email to you, because I was unable to reach to anyone who can help us. My name is Amit Asthana and I am working as Principal Scientist in one of the National Laboratories in India. I am utterly frustrated with the way Xerox, India and their service partner/s work.

My team in my lab works on production of â??paper based affordable diagnostic devicesâ?? using one of your printers â??Xerox Color Qube 8570â??. In other words, we use your printer for a very noble cause and for completely different application than printing. Our â??researchâ?? work is fully depended on this printer and is â??time-sensitiveâ??. We need to give progress of our work to funding agencies every 6 months.

From past 20 days, our printer is out of service and I was informed by your â??customer support servicesâ?? that as we do not have any Annual Maintenance Contract (AMC) they can only repair our equipment on chargeable bases or we should get in to AMC. We informed them that we are ready for AMC and we will appreciate if a quotation can be provided to us at the earliest. Our complaint and request was forwarded to Xeroxâ??s India service partner, M/s HCL Technologies. It is now more than 2 weeks now, HCL technologies have not sent any quotation to us for AMC. After 3-4 emails and one phone call, they reverted back to us stating that they will be able to give us quotation for AMC only by end of this month that is after 3 weeks of our request. And if we would like to get our printer repaired on urgent basis we need to do it on chargeable basis!!!!

This height of laziness, for a quotation if they are taking 3 weeks how much time they will require to repair our printer? Why should we pay unnecessary when we are ready to get into the AMC with Xerox? Is this the way Xerox works? Are these the ethics of Xerox? If this is the case then everyone should stop purchasing Xerox equipment!!!

I will appreciate if you can please help us in getting our printer repaired on time.

Best Regards

Amit

It is a life shortening experience trying to deal with Xerox , 'Customer Service'.



I have been passed from the Philippines to India and back several times over a two week period to try and schedule an engineer to fix a printer which he serviced two working weeks ago.

Have been unable to get consumables for over three months from Xerox due to an issue with reseller. Absolutely ridiculous! Called Xerox head office and got passed to 4 different departments, the last one sending me back to the first. Hopeless. We would never, never use Xerox again!

Their customer service for XMC in Chattanooga TN which is the entity that we have been dealing with regarding the 5year leasing of our equipment of a fax copier machine is ABYSMAL! I am being kind regarding this joke of a company. We have been through 4 sales reps in the past 5-6 months. Everytime we get a sales rep who says they are going to help us solve our issues with our outdated crappy machine they are unable to do anything due to the higher ups. Our machine jams constantly we have to use special paper to avoid more jamming and it is huge dinosaur of a machine. If we want to get any kind of newer machine they want us to make our lease longer. We will be throwing a big damn party when this lease is up. We have a countdown our our calendar. Actually I am getting to the point of just paying their stupid lease off and telling them to bug off. This company will ultimately fail because unhappy customers lead to no repeat customers and potential loss of customers who research GOOD companies and products.

Hi

This Is Rahman From Hosur,i Have Bought Xerox Workcentre 5019 Machine From One Of Your Dealer(tan Dam) On 6months Back,and While I Bought The Machine That Dealer Told Me That All Kind Of Service(xerox) We Will Give At All Time..but He Is Not Responding My Issues In My Machine..almost 1 Month Back I Given A Complaint Regard This..but They Came For Formality And He Has Not Nothing Done..and I Went To The Office And I Met The Owner..he Said That That Is Our Wish If We Interested We Will Come Otherswise He Wont Come..so What Is The Use Of Buying This ,,actually I Have Plan That Want To Buy Color Xerox Machine Worth Of 3lakhs..but Because Of This I Am Not Interested To Buy The Product..i Approach With The Samsung Dealer And They Given A Good Demo And Good Service..but This Is The Worst Experience In My Lige..so Kindly Dont Give The Dealership To Like This Customer..then You Only Will Damage..

The Worst Service, The Automated Call Center Is Of No Help.

We have a Xerox 4112 that we have been fighting for 2 years with multiple problems, we have called everyone at xerox customer relations to no avail.Today was the last straw,
as a customer relations rep laughed at us, so what do you do when you can't go any higher.The lack of professionalism of the customer service is laughable.

I purchased this printer based on reviews that showed speed quality and durability of the prints except that you can not laminate which was ok for me anyway

After finding a local distributor dealer he asked me only one question prior to the purchase and that was if I print regularly. Not thinking too much about his comment I said sure doesn't everybody.

So I ran the printer for the first few months every week at least 3-5 times a week and it was fine even with very small print jobs most of the time. It would just power up and go to sleep between these times. Meanwhile every time I used it, I was very impressed at the print speed and superb quality.

The downfall is that you had to wait at least 4-5 minutes minimum for it to start up which defeats the purpose of the quick print job to begin with. My work around this was simple, if I knew that I needed to print something after running some computer tasks I would simply press the button on the printer and prepare it for a print job at least 10 minutes ahead. Again this was ok in my view at the time because after that initial wake from sleep it made up in the speed and quality.

Now for the main problems as they started, during these sleep cycles I starting noticing that the printer was eating up lots of solid ink on the wake up and those days that the printer fell asleep and wok up numerous times it would use up lots of ink. Obviously you can not always plan to save the print jobs to a specific time of day rather sometimes you just need to print multiple times spread out in a day and even in this same way many days in a row. I started to replace the solid ink so often even though I only had literately a couple hundred pages printed.

Being a numbers guys, I added up my cost of the ink and the per page costs which quickly ran to 32 cents a print after this problem continued. The original cost started out at 14 cents so it quickly doubled and it was nothing as advertised even right from the start. The bottom line when talking about ink is that it is extremely expensive and you do not even need to print a single page but you will have the ink used up by the printer anyway. What does this really mean to you, well if you are not using this printer constantly you are throwing money out the window.

Now for the worse, never been a cheap guy but certainly I wanted to be somewhat more environmentally friendly and not waste so much ink and to that I decided to power off the printer periodically especially over the weekends or if I was away for a few days at a time even though I already knew that I will be waiting at least 5-10 minutes to get it up and running. Nevertheless, to my surprise, the printer stopped working altogether, it would power on with an error code that would not allow it to print.

I called Xerox politely asking what the error code indicated and the lady answered my question in like 5 seconds which was a shock to me because she obviously was aware of this code as if it was a standard every day scenario. Based on the code she said that there is an issue with the printer and it will need servicing. The printer was only 2 months out of its 1 year warranty period and I tried to ask if the timing could be overlooked especially that I had only printed a total of 4k pages which is really nothing. Sorry to day that they would not help and quoted a very high fee for sending out a service tech which would only come out to quote not even including a repair scenario.

After realizing what the cost implications meant and all the money I already invested in ink which was at least $550 at that point and the cost of the printer $1000 it was common sense to stop using this machine as it was now worthless to me. It cost me so much time and effort not to mention a total of $1550 to print out 4k pages which was now the new equivalent of 38 cents a page.

After deciding that the cost to repair simply could not never add up or make sense I went at a loss but as a last resort I figured why not open up the body to see what was wrong or even if I could see that there was something that I could visually see with my own eyes. So I went ahead and got out my little screw driver set, after all I am kind of handy anyway, wouldn't you know that as soon as I opened the ColorQube 8570 I noticed ink smudged and spilled all over on the bottom of the engine, it was getting on a bunch of surfaces to the underside of this print engine which clogged up the print head.

Sure enough as I found this problem I researched other reviews with the same error codes and exact same problem and that is when everything started making sense, I also got a hold of a tech that works for one of my B2B customers. I learned that Xerox is completely aware of this issue that these printers are simply not designed to power off and back on often because there is a very inherent issue with the printers inability to separate the ink into different parts and stages taking place from the moment the ink starts to heat up and sort of turn from solid to liquid and back to solid again during the print drying process.

This inability to control such a process is its downfall because if the ink is being used or even if there is a power failure during a heat up stage whether for print or simply clean cycle the ink dries into places where it just over spills and builds up until the engine completely fails. I know this reads very technical but that's exactly how it was explained and it appears if you view the failure, I even took pictures of the ink all over the engine and electronic boards inside.

I believe that my issue happened during a power failure but still that is absolutely no excuse from this manufacturer by any means for such a poor design and worse being completely aware of this. The dealer who sold me the printer mentioned that once I place this printer I should never move it after its use unless it has completely cooled down after powering it off for at least a half hour and now I also understand why he was asking me if I will print with this printer regularly.

My foremost warning to you the reader, do not buy this printer under any circumstances, it has a major flaw that the manufacturer is completely aware of and rely on us purchasing their ink at high costs. This printer will fail very quickly if you have either a power failure or turn the power off and on often. The tech also mentioned that another common issue with this printer is if someone tries to manually flip the power switch off shortly after a print job.

Save yourself from this printer and save your money it was too late for me and Xerox refuse to do anything about it that's why I decided to write this long but accurate review.

My advise to Xerox, look after your products and especially more so, your customer who decided to buy them since there are so many other choices out there. From a small business owner, when you don't appreciate your customer, they will not appreciate you and your business is bound to fail.

I will never by another Xerox product again and you can bet on me telling everyone I know in my community about my experiences with Xerox.

To everyone else, sorry for the long review ;)

Paul G

we have a number of xerox machines in our company, all on a print server.
the driver keeps getting corrupt on many local machines and i find absolutely APPALING the solution i received from Xerox was to remove drivers from ALL local machines and server. it would take me months to do that and also disrupt work for my clients.
i could not believe what i heard.

i would have been better off looking on forums than spending 4-5 hours on the phone with Xerox support

I work for a mid-sized company that has locations in several US cities. We have a contract with Xerox for several of their higher-end machines in each of our locations.

The customer service we receive is so unbelievably appalling, it seems like it must be a joke. But we've been dealing with it for years, and unfortunately it's no joke. In addition to the NIGHTMARE of attempting to order adequate supplies for the *highly variable quantities* of documents we need to print for our clients, the endless cycle of pointless service calls for a really crappy machine that they suggested we "upgrade" to, has caused me to push for the cancelling of our sizable contract with them.

The service calls are pointless because I've been calling about the same (larget set of) issues with our C75 for a year now and not a single one of the issues has been corrected. The service person comes out, tells me everything looks fine, and leaves.

We have MASSIVE pritning needs, if Xerox is not the company to accommodate our needs, who is? Hopefully we're going to find out.

We have been told, more than once, that it doesn't matter how many supplies we tell them we need, THEY will only send what THEY determine our needs are. Since they moronically ONLY rely on our average monthly order history to let them know how much we "need", we get unapologetically screwed, and in turn our clients get screwed, when our priting needs multiply 10-fold between September and December, as THEY HAVE DONE EVERY YEAR OF OUR XEROX CONTRACT.

Our national Xerox rep literally tells us that Xerox will absolutely NOT be sending us the quantities we actually need because she is concerned that we don't really need that many and that we might be selling them on the side. I must have missed the day in Sales class when they taught everyone that accusing your customers of being liars and petty thieves is a Pro Tip and a sure way to ensure customer satisfaction. ??? WHAT is that?
When we explain to her how severely this impacts us and our clients, she assures us that there is nothing that can be done to help us and that they have no intention whatsoever of changing any of their policies on our behalf. And she couldn't seem to to care less about it.

It's beyond ridiculous. Xerox ... seriously, WHAT are you thinking????

This has been the worst customer service ever experienced. Hardly ever used the machine.. broke down just after warranty. Explained the situation to the company and they provided me with a bill that cost more than the printer itself. Awful company. .. kept getting my details wrong and did not pass on the correct information.

Good day

I have been battling with a new Xerox 550 for jamming paper etc. it takes two to three days before a technician arrives. it's my bread and butter, so these machines need to be fixed. I keep on complaining and nothing gets sorted out. we are froim harrismith in the free state.

We bought Xerox Phaser 7800 with Pro Finisher. Waited over month for delivery, then they just dropped it in, assembled and no manuals or proper training about. Currently needed an engineer for solving double sided printing trouble. engineer haven´t turned up on 3 scheduled visit. No phone calls he is not coming. Claimed he was seeing us and he ordered some parts on us (without seeing knowing what an issue is!!!). Unbelievable. Highly recommend to avoid Xerox.

I have an accounting office. I have a brand new Work Centre 5335, that ironically, does not "Work"! If I put an 8 1/2 by 11 piece of paper on the glass to copy, it cuts off about 1 1/2" from the side. It cannot handle odd sized pieces (like W-2 forms or Social Security benefit forms)without staff spending an inordinate amount of time figuring out how to make it fit on a sheet or how much to enlarge the pieces.I have had so many tech support people here working on it I wonder they don't want a paycheck from me on Fridays. To the man, they have told me this machine is worthless and they hate working on them. They said they have more complaints on this copier than any other they work on and that part of it is because they cannot override some of the settings that would make it work because they are proprietary to Xerox. They cannot figure out much less fix the issue. The rep that sold me the machine finally confessed that Xerox had bought out his best competitive copier company and he was being forced to push the Xeroxes over his other brands. Bottom line, I had to write a check today for $800+ to be able to kick the Xerox to the curb and get another machine with fewer paper drawers and a few less other useless bells and whistles. I will NEVER buy another Xerox printer product as long as I live. Let this be a lesson to anyone that will listen!

We are leasing a Docu Color 252 for our business & if you order on line, and are not current with your payment - they just cancel your order. You would think as soon as they receive your payment they would put the order through, but no. You find out weeks later once you haven't received your order & call to try & find out where it is. It's just messed up - thats all I have to say.

This company is dire - you cannot get online, you cannot get through on the phone the machines are always jamming so much of our time is wasted.

Can't get the driver updated in my expensive (but lovely!) xerox machine (Phaser 7100N). Thir software won't find the machine (which is attached to a computer on the network). I don't like the fact that I will have to register before contacting support. More than that, I'm fed up that I have to even think about contacting support just to update a printer driver! I'd prefer to spend my time on other things. Complaing to Xerox looks impossible. I've looked.

Purchase printer 6 month ago, paid 1000 GBP and it already brake down second time. Been promised with replacement part, but so far almost one month, not even close to solve the issue. Contact Xerox around 15 times, but as every time only excuses and promises that the part will arrive very soon. The worst company, I ever deal with in my entire life.

I have been trying to get support from Xerox Egypt and I could not get a response from anyone! Tried to complain via email to their US head office but get emails response stating they only deal with US customers. Despite asking for an alternative contact all they do is redirect to their website and don't read my request! It is a shame that this is an international brand. Your brand sucks and will never recommend!!!
If you really care for your existing customers - let alone new ones- you can, contact me on my email that is if you really have a respectable complaints department that can deal with big customers issue (i.e banks)

Xerox is a thief.

The new way of doing business is to be fair, ethical and focused on the customer. It seems Xerox missed that memo and are operating under outdated policies and values. Steer clear.

Do not blame any of the front line employees. They are the unfortunate messengers.

Incredibly poor Products and customer service.
They seem overly willing to shoulder there bad products issues on to the retailer, when it is there engineers and consumables delivery systems, letting the service down.
My company has 30 Xerox Devices, of which every one has received at least 2 engineer visits in the 8 months we have head them.
we have also had to replace 4 of these devices, due to irrevocable damage, (which took much longer than the time stated)
we have had meetings with representatives from Xerox, from which nothing has been forthcoming, and they where in point of fact rude.
All in all very very poor

Xerox service deteriorated for us over several years. We ended our service contract and now use a third party Xerox vendor for repairs. However, Xerox does everything possible to make their task impossible. They say they will sell them parts, but will not tell them the parts numbers. Instead they want several hundred dollars to come out and diagnose the problem themselves. Telephone inquiries always result in an elongated run around, while the machine remains out of service.

Again Xerox is going for the rip of company of the year award!

Going back on previous agreements and increasing their charges by 10% way above inflation.

How can Xerox expect customer to continue to survive when they can only increase their prices by 1 or 2 % if that.

It is hard to rate customer service when there is none. Terrible company to deal with as they do not give a damn about their customer. They are only concerned about their operations. So Sad. I can't wait for my contract to finalize. just 3 more years.