[Resolved]  Epson India — [#ojz[protected]]: regarding technical support to my epson l1800 std printer

Address:

Near Head Post Office, Bangalipura, Sindhudurg, Maharashtra, 210001

I have lodged a complaint on 24 sept. 2019 with ticket numbe ojz[protected]. On 26th sept. 2019, technical officer named arun mishra and his associate technician krishna yadav visited my office for the same.

First of all, they started checking my printer software for any disfunctioning as i made a complaint for blinking of paper light & ink light in my espon l1800 printer and some abnormal printing sound at time of print. My printer was not working at that time only those two lights were continuosly blinking and print function can not be performed.

In their primary investigation, they claimed my product to be physically damaged without even opening the printer. I said my printer is completely
New and we have not even handled it carelessly, it is kept at a specific place since its purchase, how can it be physically damaged? After my such insistent, technician opened my printer's front cover and told that head carriage sensor cable is twisted thus print function is not working. And due to its twisting, may be printer was making some abnormal sound during print from start of printer use. I said in confirmation for that sound. Further, he told that it may be a manufacturing defect and all this is happening.

But, the technical officer arun mishra denied all this and said it is happening like this becuase that cable has been forcefully damaged by me and it should be repaired only on service charge (Rs. 850/-). Then he put his jobsheet for my signing. I denied for signing jobsheet as there was nothing like that he was telling. He told me to sign else he can not officailly repair my printer. He said this is the process. Then, i signed the jobsheet and he promised for repair of printer within 7 days as that cable was not available to him that time.

On the same day, after 3-4 hours, they said that they will take my printer to their office in banda in evening time and will repair because that have a "stock cable" in their office. I gave my permisson for it as i needed my printer to be repaired asap. But, a thing stuck in my mind that epson have no office in banda currently where will they repair? And fortunately, they did not came to take my printer that day.

2 days passed and when i contacted them, thay said it will take more time as cable is not available to them. I requested them to quick repair as i am a cad associate and my business completely depends on this printer. They said they will try if we have such urgency, we can repair it from outsider.

Then, calling for 2 more weeks, they were ready to revisit us and repair. But they further took 4 days more than given date.

Finally, the technician krishna yadav visited our office on 23 oct. 2019 06:15 pm. He said that he will take printer with himself and after repair, he will handle us next day. We said epson provide on-site service and we need it. Then he was ready to repair in our office.

But for opening printer for 2 hours, he was not able to change the cable as technical officer arun mishra had given him different cable of other printer (L-1300). Then, he took another 2 hours for assembling of my printer but could not successfully assemble it. He left my office at 10:00 pm in night without repairing my printer.

He told us that he can not repair this printer as he is opening it for first time, he broke brackets of outer body of printer and left some screws untightened. He said i am not trained to repair these printers and now technical officer arun mishra will repair your printer.

During his printer assembly and dis-assembly, technician krishna yadav was watching youtube and he has mismatched parts while assemly as my printer body is loose and not in its original shape.

After that, we tried to contact mr. Arun mishra, but we can't. Whenever we call, he is shown busy/not reachable and switched-off. He is not responding anyhow till now.

Now since the technician was untrained, technical officer is not cooperative and service is delayed, we seek complete resolution of our complaint as soon as possible. If printer is not repairabe, we seek its replacement as technician claimed for its manufacturng defect at first sight.

We seek complete resolution of our complaint because my earning is getting afftected from long time and epson associate is neither responsing nor serving. Please do help us.