ComplaintsforEpson America Inc

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the ET-5150 epson printer with 2 years of ink rebates ending on October 31 2025. My last ink rebate purchase was sent to epson and apparently they sent me a check for $98.94 that was sent back to them ( dont know why) but they have informed me that they cant do anything further. This is all the info I have received and I have been trying to resolve for months. I spent all day today and numerous days on phone and Im irate and frustrated beyond belief. The information can be looked up with my address on their end and I am requesting my check.

  

  Business response

  08/21/2024

  Thank you for contacting Epson America. 

  We will reach out to the customer shortly. 

   

  Best Regards, 

  The Epson Team 

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just bought a printer last year, and already the scanner does not work.

  

  Business response

  08/19/2024

  Thank you for contacting Epson America.

  Epson does not provide refunds.

  We were unable to locate any previous records of the customer's interaction with our support team. 

  We will reach out to the customer shortly for assistance.

   

  Best Regards,

  The Epson Team

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a printer in Jan 2024. The printer wouldn't work on wifi, even with a strong signal. After hours on the phone, Tech support got printer working sort of. 5 months later we then started having issues again. Then I followed the manufacturers' directions on reducing the wifi signal from 5g to 2.5 g, and it would work, they said. It did for a couple of days, then broke again. I called in 3rd time and was told it was defective and would be covered under warranty. Then I never received an email. I called back the fourth time, and they sent an email to the wrong address, then they resent it to the correct one, and now they say they will not warranty their product because I didn't buy it directly from them.

  

  Business response

  08/15/2024

  Thank you for contacting Epson America. 

  We will reach out to the customer shortly for assistance. 

   

  Best Regards,

  The Epson Team 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an Epson ET2800 printer that has quit working, and my problem is the same that, literally, hundreds, if not, thousands of other Epson printer owners have experienced.My bigger question is why nothing is being done about their dishonest business practices? If you doubt what I am referring to concerning Epson printers then just read the hundreds of complaints that have been submitted to the BBB regarding Epson printers.Please help us consumers with this issue that has been going on with Epson printers for many years, and still is!!!Thank you for your assistance.Sincerely,************************* ******************************************************************************** ************

  

  Business response

  08/09/2024

  Thank you for contacting Epson America. 

  We will reach out to the customer shortly for assistance.

   

  Best Regards, 

  The Epson Team 

  Customer response

  08/09/2024

  someone contacted me from Epson. She was rude and talked over me and would not let me speak at all. After must frustration, I hung up on her. I do not need to be put through that . Horrible customer service and I am done with Epson. They need a class action suit filed against them. 

  

  Business response

  08/12/2024

  Thank you for contacting Epson America. 

  We regret to hear of the experience the customer encountered with our support team.

  Our records indicate we have requested additional information to further review.

   

  Best Regards,

  The Epson Team

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the item in 2024 sometime between January and March 2024 Paid approx $60 + tax at Wal-Mart The printer has not functioned properly since the most recent firmware update Epson will not help resolve my issue unless I can provide proof of payment for the item, and I am unable to find the receipt. That should not be a reason to refuse to help the customer resolve the issue. This item is practically new with only a few uses and someone should be willing to help a customer irrespective of whether they can provide a receipt or not. Now, I would like a replacement as this printer simply will not work and I am unable to get Epson to help me.The last rep told me that until I can provide proof of purchase, they cannot go any further to help me. Unbelievable.

  

  Business response

  08/09/2024

  Thank you for contacting Epson America. 

  We will reach out to the customer shortly for assistance.

   

  Best Regards,

  The Epson Team

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a photo black ink for my XP-830. Upon receiving the ink, I found out that it wouldn't fit in the ink holder. I called customer service and tried to get a replacement or refund, but CS said they can't do it because it was the right ink so they referred me tech support which I had to call three time and spent a lot of time answering the same questions. Finally they said the refund department will be able to help me get a refund and gave me a number to call. When I called refund, they gave me the same answer and said I need to speak to tech support, they transferred me and I waited 15 minutes and no one answered. I ordered something that doesn't work, I should be able to get a refund or replacement with reasonable effort. This has taken more that an hour of my time and still couldn't get it resolved. Worse it, I feel like they are just giving me the run around and maybe hoping I'll give up. Below are the three case numbers they gave me each time I called tech support.POP Request [Incident: 240729-000655]. Epson Technical Support [Incident: 240807-003625]Epson Technical Support [Incident: 240807-003296]

  

  Business response

  08/08/2024

  Thank you for contacting Epson America. 

  We will reach out to the customer shortly for assistance. 

   

  Best Regards,

  The Epson Team 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our store uses an Epson Dot Matrix FX-890II printer to process tri color carbon copy paperwork.Epson refuses to fix this printer under warranty. We have been without the printer for 2.5 months. Their only authorized repair center in ****** made the issue worse. Now I cannot use the printer at all, and it was returned to me with broken parts which is the icing on the cake!We paid almost $600 for this printer and it worked less than 3 months.

  

  Business response

  07/31/2024

  Thank you for contacting Epson America. 

  We will reach out to the customer shortly for assistance.

   

  Best Regards, 

  The Epson Team 

   

  Customer response

  07/31/2024

  You didn't even respond to my complaint. Do your jobs better and fully read the complaint before you attempt to close this.

   

  Epson failed to provide a working printer. Epson failed to complete a warranty repair. Epson has now failed to understand this issue and respond to it in a responsible manner. Get your senior most manager on this and have them take over because it's incredibly frustrating to see you attempting to close a case out without doing anything first. 

  

  Business response

  08/01/2024

  Thank you for contacting Epson America. 

  Our records indicate the customer was contacted on 07/31/2024 for assistance.

   

  Best Regards,

  The Epson Team

  Customer response

  08/01/2024

   Epson has not provided a resolution. Please stop trying to close this case without taking any action.

  

  Business response

  08/02/2024

  Thank you for contacting Epson America.

  Our records indicate a Return for Repair was processed today 8/2/2024.

   

  Best Regards,

  The Epson Team

  Customer response

  08/02/2024

  Keeping ticket open until the repair has been completed. 

  Customer response

  08/09/2024

  Epson has failed to provide any meaningful support to my case. I started a case stating a printer I had repaired under warranty was non functional. The Epson Dot Matrix FX890 II series of printer seems to have an issue that is non correctable and they are still selling this same model of printer. Epson finally sent me a label, which I had to bring to ***** they didn't even have the decency to give me a "***** pickup" label. So I have now wasted 4 hours in travel time to get this printer back to them. They closed out the case the moment I sent the printer back and have ceased communications.

  

  Business response

  08/09/2024

  Thank you for contacting Epson America. 

  Our records indicate a Return for Repair was processed on 08/02/24.  Once the repair is completed the printer will be returned back to the customer. 

  If the customer has questions or concerns, please contact us at ************ select option 2.

   

  Best Regards, 
  

  The Epson Team

  Customer response

  08/13/2024

  No information was shared on the timeline of repair; nor what is actually wrong with the printer.

   

  Epson is selling printers that are bound to break. They are not sharing why these printers are breaking in less than a year of service. There's no guarantee even if they ship a printer to us, that it will even last a year. 

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an ET 4750 Epson printer. It was working fine until 7/29/24. On that date Epson notified me that I needed to download new Firmware to my printer which I did. As soon as the Firmware was downloaded the printer stopped working. I sought help from Epson technical support. They couldnt fix it and wouldnt take responsibly for replacing it. Their new Firmware destroyed my printer. I think they should fix it or replace it. This is not my fault.

  

  Business response

  07/31/2024

  Thank you for contacting Epson America. 

  We will reach out to the customer shortly for assistance.

   

  Best Regards, 

  The Epson Team

  Customer response

  08/01/2024

  Epson called me up by phone. They offered to sell me a refurbished printer. I reject their solution. Their firmware broke my printer. They need to repair it or replace it. Selling me a refurbished one does not take responsibility for breaking it. My 4750 was working fine before the update and now it doesnt work at all. Epsons firmware broke it, now they need to fix it or repair it. I believe this fair.  Thanks for your help.

  

  Business response

  08/01/2024

  Thank you for contacting Epson America. 

  Our records indicate the printer is out of warranty. A discount was offered as a good will gesture.

   

  Best regards,

  The Epson Team

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm 75. I bought this expensive printer about three years ago. I sent in the Registration Card. I was able to call for assistance until about a year ago. I would call for help on how to deal with a bug, and I was told that there was no such model number. I explained that they had such a model previously. And I was told a second time that they had no such model.Serial #: ***************** I was told they didn't have either Serial #. When I gave them MODEL #***B, I WAS TOLD THEY HAD NEVER MADE SUCH A MODEL; it seemed strange when 1.5 years before they acknowledged both numbers in their system. The problem is that the printer now wrinkles every sheet, even one-sided ones. I cleaned even the hard-to-reach rollers, but that didn't make a difference. I opened a new **** of paper and put it in the fridge for 25 hours (to remove the humidity), then printed on those sheets, but still, they wrinkled. To my knowledge I didn't whack it, to through the roller of of alinement. I'm 75 and I've had two moderate strokes, so I'll lucky I can hardly slide it around. I have two serious health conditions and I planned that this would be my last printer. (I figure I have 3 more years.) I live on the minimum of S.S. Even with SSI, my income is so low that the State of Maine gives me $10.00 a month. I really don't want to have to buy a new printer because perhaps Epson installed a new computer system and didn't install warranty information that was a few years old. Can you please help me? I would happily buy an extender warranty it that's possible

  

  Business response

  07/31/2024

  Thank you for contacting Epson America. 

  We will reach out to the customer shortly. 

   

  Best Regards,

  The Epson Team 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They just practice bad business. The staff is extremely rude and augmentative. They refused to honor the things they stated they would do. The product clearly has a defect and they haven't even confirmed they sent a replacement. On top of this I was told that they will choose to send me a used one if they do replace it. I don't believe they should maintain their A+ rating between this and the other reviews I see on this site.

  

  Business response

  07/31/2024

  Thank you for contacting Epson America. 

  Our records indicate a new replacement was processed on 7/30/2024.

  Epson ET-4850 Warranty Agreement:

  ************************************************************************

   

  Best Regards,

  The Epson Team 

   

   

*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. ↩