Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Everyone now knows that companies like to introduce "updates" to machines that cause them to break in order to FORCE people who are responsible and don't need to replace things to have to replace things because the US government refuses to protect the consumer. So, there are people who do not install "SUGGESTED FIRMWARE" because they are fine with the abilities of their machinery and they NOW what their risk is of encountering a virus and they are willing to live with that. Today, there were several options for things to download on my Epson 2803 printer and I checked the boxes by the downloads I wanted to download. I specifically UNCHECKED the firmware box. Wouldn't you just know that stupid firmware was downloaded anyway? When my machine messes up I will sue the c*** out of epson. And I don't want to hear that you can't download this and that without the firmware because I have been doing just that for over a year!

  

  Business Response

  Date: 04/30/2025

  Thank you for contacting Epson America.  Ms. **** ***** can refer to Epson's Software End User License Agreement found on **************************
  
  Epson End User Software License Agreement | ********************** US
  
  
  Sincerely,
  
  The Epson Team
  

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an Epson printer that I purchased at a local office supply store. It was purchased approximately two years ago and worked well. Initially I purchased genuine Epson brand ink for it but the last time I needed ink I purchased it from ****** and it was not genuine Epson ink. I had used the printer, with the third party ink cartridges for months without any issues. Recently my printer began prompting me to perform a firmware update. I had done this before without any issues. On 4/9/25 I was printing tax documents and received the firmware update prompt. I took a break from printing to do the update. After doing the update the printer gave me a maintenance error and would not recognize the ink cartridge anymore. I restarted the printer and took the cartridges out and put them back in several times but it still would not function. After online research I found other users had the same issue across all types of Epson printers. I called the customer service line and spoke to three people, with the last being in the corporate office in **, and all said there was nothing they could do and I had to buy genuine Epson ink. They would not outright admit it but they all basically agreed that the firmware was designed by the company the not accept ink unless it was Epson ink. This is a deceptive business practice because I didnt not know this would happen, and would never have done the firmware update, because the ink cartridges are full and worked just fine before the update.

  

  Business Response

  Date: 04/14/2025

  Thank you for reaching out to Epson America.

  We apologize but we cannot refund the purchase of non-genuine Epson inks.  
  The printer is designed to work only with genuine Epson-branded cartridges. Other brands of ink cartridges and ink supplies are not compatible and, even if described as compatible, may not function properly or at all. Epson provides information about the design of the printer on the box and in many other locations and materials included with the printer and on the website.

  Epson periodically provides firmware updates to address issues of security, performance, minor bug fixes and ensure the printer functions as designed. These updates may affect the functionality of third-party ink.  Non-Epson branded or altered Epson cartridges that functioned prior to a firmware update may not continue to function.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I updated the firmware for my working Epson XP-5200 printer and then it suddenly stopped recognizing my print cartridges. I called epson help and they refused to help unless I purchased their branded cartridges. My printer, and ink cartridges, were dong fine until the firmware update. In 2018, a class action lawsuit was filed against epson alleging that they "Epson America has unlawfully attempted to stamp out third-party competition by preventing its printers from being able to use non-Epson ink cartridges. According to the plaintiffs, Epson has utilized software and/or firmware updates to purposely disable printers that use third-party ink cartridges, effectively ruining proposed class members printers while forcing others to buy the defendants significantly more expensive replacements." They obviously havent learned and are still doing this!

  

  Business Response

  Date: 04/10/2025

  Thank you for reaching out to Epson America.

  Epson periodically provides firmware updates to address issues of security, performance, minor bug fixes and ensure your printer functions as designed. Your printer was designed to work only with genuine Epson ink
  cartridges, therefore, some updates may affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functioned prior to a firmware update may not continue to function.
  
  To recover functionality of the printer, please replace all ink cartridges with genuine Epson inks. To ensure the ink product you are purchasing is Epson-branded, please purchase your supplies from reliable retailers, particularly if purchasing online.
  

   

  Sincerely,

  The Epson Team

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this printer less than a year ago, and I only used it less 10 times. After the Epson recommended the software, the printer immediately told me I am out of ink. I bought Epson brand ink. , the printer worked one time after replacing the ink, but not well it gave me striped images of the printout The second time I attempted to print, which was a few weeks later it gave me blank copies of nothing, even though the ink is brand new and was used only on three pages and less than a few weeks of time

  

  Business Response

  Date: 04/03/2025

  Thank you for reaching out to Epson America.  Epson would like the opportunity to assist with isolating the issue.  The customer may contact our technical support department at **************, Monday Friday 7 am 4 pm (PT).

   

  Sincerely,

  The Epson Team
  

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Epson Work Force, WF-7820, brand new from ******; at same time bought desk top PC & all new cables. Immediately started having problems showing machine as "offline". ****. Support believed was bad ports, or it was My PC. Connected to My other pc showed same "offline", so not pc. Used working ports so not ports. Typically, T.S. work 1-2hrs when W.F. suddenly came online. I stated the "machine is bad", but TS was adamant it was these other issues including bad USB Cable(cable was bought at same time everything else was). Had a Legal case for March 12th & machine again malfunction "offline". Epson T.S. remain adamant bad USB Cable I remain adamant bad machine. Purchased USB Cable & on March 18th contacted TS & installed new cable, did not resolve issue. T.S. "immediately" stated "warranty is out" & cannot do anything for Me. I responded that I had been saying that they were leading Me on to get passed warranty & then would stick Me with bad product cost of $326.76. Asked if I wanted to make formal complaint, yes. Set up date March 19th at 4pm. Was contacted March 19th at 4:30pm. When the representative heard what had been done to Me they hung up. I came directly to BBB to file this complaint. Epson KNEW this was a bad machine, they criminally misled Me until machine was past warranty cover & is refusing any further contact. This is EXACTLY WHAT OUR USA PRESIDENT ****** ***** STATED IS BEING DONE TO AMERICANS....WE ARE BEING STOLEN FROM & HARDSHIPS PLACED UPON US ESPECIALLY BY OUTSIDE CRIMMINAL ORGANIZATIONS! This is proof President ***** is Correct...! I have recorded all phone calls & can back up what I Am saying is true that I stated they would use the "past warranty" card on Me & that they intentionally dragged this out. I want what I requested at the beginning....a REPLACEMENT...!!!

  

  Business Response

  Date: 04/03/2025

  Thank you for reaching out to Epson America.  Based on our records, the printer has fallen out of warranty several months ago.  Epson will be in touch with the customer to review out of warranty option.

   

  Sincerely,

  The Epson Team

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an Epson Et-3850 all in one office printer. Originally Purchased at **** club a couple years ago. That model stopped working, purchased same model refurbished through ****** earlier this year. Substantially marked down in retail price. I rarely print anymore. I did not in experience too many connectivity issues with the original printer. I did though toward the last 3 months of owning that printer, It was out of **** club return window. Hence ordering the new one, this printer is a piece of chit. It never connects to my home WiFi. I have tried everything. I think I got it to successfully connect once in the 3 months I have owned it. It is set up properly. I am using a tablet. Same device I used in my former Epson printer. AND, now ***** has this add Thant pops up in their printer control interface- asking me to sign up for a monthly unlimited printing plan. Unlimited ink supply too. Printer they would send looks to be similar to what I currently have. This is making me think this printer connectivity issue could be deliberate? All I want is for. Y Epson printer to connect to my home WiFi network when I want to print something. There is no security setting on my WiFi network that would prohibit this printer from connecting to my iPad. Contacting Epson tech support is useless too. I feel as if I got ripped off. Maybe someone from Epson could contact me to help resolve this connectivity issue. Or send me a replacement printer (same model) if the one I have is defective.

  

  Business Response

  Date: 03/31/2025

  Thank you for contacting Epson America.  Based on the information provided, there seems to be a wireless connection issue.  Epson will be reaching out to the customer for technical support.  The customer has the option to call Epson at **************.  The hours of operation are M-Fri 7AM to 4:00PM (PT).

   

  Sincerely,

  The Epson Team

• Initial Complaint

  Date:03/25/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 4 year old EPSON ET-2800 had a paper jam I removed the wrinkled paper completely . The printer would not print. An error message said to contact the Epson customer service . Called the number. Technician said he would send a new driver. The attachment he sent removed my driver but did nothing else. I called back but the techs had gone home for the day. I called again this a.m. Another tech instructed me what to do. She sent another attached message that did nothing. I called again and I had a very difficult time understanding the woman who answered the phone. The trouble that they present and their useless responses are aggravating beyond words. The printer is on its way to the Mesa garbage landfill. Never will an Epson product be in this house.

  

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to Epson America.  Based on our records the customer was experiencing issues with the wireless connection.  The driver was uninstalled, and efforts were made with the customer to reinstall the driver.  Epson emailed a link to download the driver on several occasions.

  Epson ET-2800 | Support | Epson US

  Go to the Drivers and Utilities Combo Package Installer / Download. Once there, your operating system should automatically be detected and a recommended download will be presented (if your operating system is not detected, or if you prefer a different operating system, simply select another).
  

  Click the driver title to get more information about the file.

  Click the Download button then run the file.

  Once the installation process begins, follow the on-screen instructions to complete it.

• Initial Complaint

  Date:03/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ET Epson *********************************************************************** order to use it. I tired to contacting Epson Customer Support at least 7 times and their email address is now returned as an address failure.I am 90 so I do not have long distance so they have no toll free tech support for Epson like HP's ***** number. I now have a new printer still under warranty with a major problem and no help from Epson They treat me "like me like some alien from outer space. Their email is now sent back as undeliverable which is the address that worked my first few tries . Epson must have blocked my emails!If someone was going to purchase a I printer i would not recommend an Epson stay with ** for they have much friendlier customer service to assist.I ask Epson to either fix it or replace it .A Very dissatisfied customer

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out to Epson America.  A representative will be in touch with the customer shortly.  

   

  Sincerely,

  The Epson Team

• Initial Complaint

  Date:03/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a firmware update, my printer which is an EPSON Work Force 7840 ceased to function. I had been using non-epson ink for well over two years. This ink worked fine without issue. After the Firmware update, the printer no longer recognized the ink cartridges and ceased to function. I was unable to use any function of this printer what so ever because of that firmware update.Epson alterred a printed that I own. They made it inpossible to use cheaper ink cartridges. I have had this printer for over two years when they sent this one to me to replace my old printer that suffered a malfunction that was not repairable. Epson is now forcing my to purchase Epson only ink cartridges. Without them, I an umable to use ANY FUNCTION of that printer that I own. I did not lease this printer, it is my property and they alterred the software rendering my property useless. I want a complete refund of not only the current value of the printer estimated at $349.99 plus tax, but also for the approximately $200 that I spent on ink in the last several months.

  

  Business Response

  Date: 03/21/2025

  Thank you for contacting Epson America.   Unfortunately, it appears that the customer isn't   using genuine Epson Ink cartridges based on the information provided. To recover functionality of the printer, the customer must replace all ink cartridges with genuine Epson inks. To ensure the ink product purchases are Epson-branded, please purchase supplies from reliable retailers, particularly if purchasing online.

   

  Sincerely,

  The Epson Team

  
  

  Customer Answer

  Date: 03/23/2025

  To whom it may concern,

  I reject this statement because it is exactly the reason that there was a problem in the first place. The printer that I own is mine. It no longer belongs to EPSON. EPSON sent out a firmware update that made using cheaper third party ink impossible. They toook control of a machine that I purchased and own. This was done to force consumers to purchase EPSON ONLY ink cartridges, that are more expensive. It is a money grab that is not acceptable. 

  I will not be satisfied until EPSON now refunds all of the money that I spent on this printer and ink since this issue. That total estimated value is now $600.00. This combines the current value of the printer in addition to the new genuine epson ink that I was forced to buy to use this printer, in addition to the brand new previous ink cartridges that were rendered usesless by Epsons Firmware Update. 

  I want the $600 refunded to me in the form of a check mailed to my home address at **********************************. Once I have recieved the $600.00 check and a box to return this printer and I send this printer back to EPSON I will then consider this matter resolved and not until then. After which, I will not purcahse any product produced by EPSON.

  Please note that this is all being shared online, through multiple social media sites so that others are aware of this horrid business practice that EPSON stands on. It is also well known that EPSON is currently involved in multiple class action law suits for the same issue by other completely unrelated individuals. Each, filing complaints against EPSON for their business practices. 

  ******* J. *****

   

  

  Business Response

  Date: 03/24/2025

  Thank you for reaching out to Epson America.  The Epson WorkForce WF-7840 is designed to work only with genuine Epson-brand ink cartridges. Other brands of ink cartridges and ink supplies are not compatible and, even if described as compatible, may not function properly or at all. Epson provides information about the design of the printer on the box and in many other locations and materials included with the printer and on the website.
  
  Epson periodically provides firmware updates to address issues of security, performance, minor bug fixes and ensure the printer functions as designed. These updates may affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functioned prior to a firmware update may not continue to function.

   

  Sincerely,

  The Epson Team

  
  

  Customer Answer

  Date: 03/24/2025

  Here, EPSON has admitted to changing my printer. They did o without my WRITTEN authorization, and without my knowledge or understanding of what the firmware updated did to my printer. 

   

  I was the $600.00 send to my physical address with a return box for the Epson WF 7840 Printer. I will mail that back and I will no longer do business with Epson nor will I knowingly purchase any Epson product going forward.

   

  Refund my money immediately. I will return the printer and our business will then be concluded. 

• Initial Complaint

  Date:03/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An EPSON printer, working happily for years with ink provided by others, had that capability disabled without notice in a software update. The printer will now work only with their very expensive ink. The purchase included a four year guaranty. I have contacted the company and they decline to reenable the printer or to refund my purchase price.

  

  Business Response

  Date: 03/17/2025

  The Epson WorkForce Pro-3820    is designed to work only with genuine Epson-brand ink cartridges. Other brands of ink cartridges and ink supplies are not compatible and, even if described as compatible, may not function properly or at all. Epson provides information about the design of the printer on the box and in many other locations and materials included with the printer and on the website.
  
  Epson periodically provides firmware updates to address issues of security, performance, minor bug fixes and ensure the printer functions as designed. These updates may affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functioned prior to a firmware update may not continue to function.
  
  The firmware is not designed to revert to a previous version.    
   
  The customer may contact the reseller regarding the four-year warranty.