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:03/15/2023

  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 a brand new work force ET-**** I purchased, I bought tons of ink along with it and less than a year into it the ink is splattering all over the page.Ive cleaned the heads using all the settings and keeps doing it

  

  Business Response

  Date: 03/16/2023

  Thank you for contacting Epson America. 

  Our records indicate the customer has not contacted our Technical Support team for assistance in this matter.

  Our Warranty Agreement states the following:

  Should your Epson printer prove defective during the warranty period, please call the Epson ConnectionSM at ************** (U.S.) or ************** (******) for warranty repair instructions and return authorization. An Epson service technician will provide telephone diagnostic service to determine whether the printer requires service.

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

  Our hours of operation are from 7AM-4PM **************** Time. 

   

  Best Regards, 

  The Epson Team 

• Initial Complaint

  Date:03/07/2023

  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.

  Bought June 20th 2022 from Amazon.After completing the most recent firmware update, the printer (WF ****; serial ***********, no longer recognizes the replacement ink cartridges that I just installed (2/13/23 E-Z Ink $46.97 on Amazon) . There was no warning before installing the latest firmware up-date that my non-Epson ink cartridges would no longer work on the printer or an option to cancel the up-date. I am being told that I cannot move the printer back to the old firmware and that I have no other recourse.On 3/6/23 I called regular customer service (spoke to a regular rep and then her supervisor) and was transferred finally to ******* in their corporate office in ************ **. She refused to take any action and just told me to buy Epson cartridges.This is outrageous --the firmware update was a scam. This is illegal behavior.The product description NEVER said that Epson ink had to be used or that firmware up-dates would make it impossible to use non-Epson cartridges. Most people use non-Epson ink. (And my non-Epson carts were working fine this morning).My only option is to buy Epson ink or dispose of the printer.

  

  Business Response

  Date: 03/07/2023

  Thank you for contacting Epson America. 

  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, *** 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 your printer functions as designed. These updates *** affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functions prior to a firmware update *** not continue to function.

  
  Best Regards, 

  The Epson Team 

• Initial Complaint

  Date:03/04/2023

  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.

  My complaint is that Epson will not honor their PictureMate T5845-M ink/paper pack guarantee. When my cartridge said that it was out of ink, it was only half way through the paper sheets. I mailed back the unused sheets as instructed. After 3 months, there was no response. When I called the number on the form: "Allow up to 8 weeks for refund. Epson cannot deliver to P.O. boxes. One claim per purchase. Please call ************** if you have any questions about your refund"they had me email in my paper work. And then they said that they don't hande guarantees, only rebates, and then they told me to call all these different numbers that didn't work. If Epson is not going to honor their guarantee, I want them to discontinue posting it.

  

  Business Response

  Date: 03/06/2023

  Thank you for contacting Epson America. 

  
  We will reached out to the customer directly to resolve this complaint. 
  

   

  Best Regards, 

  The Epson Team

• Initial Complaint

  Date:03/03/2023

  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.

  On May 5, 2022, I purchased an Epson WF-****. NO WHERE on the packaging, or specifications, was it noted that I am *required* to use Epson ink. I have been using third party ink since then. Yesterday, in the morning, my printer was (and had been) working fine. Epson put firmware on my printer and disabled it. When I contacted Epson, I was told to buy Epson ink ($150) and they won't help. They then referred to some warranty document (I wasn't asking for warranty) saying it's my fault (but no where was it noted that I'm required to purchase Epson ink). I asked Epson to roll back the firmware on my printer so it would work as it was before the update. They refused and gave me some ridiculous statement that "they don't have instructions on how to roll it back, go buy Epson ink". Epson was dishonest in their marketing of this product, dishonest in their support, and refuses to help unless I spend $150 on ink. They claim it wasn't their software... but being in tech support myself - if a product is working fine, then it gets a software update and stops working - the problem is the software, not my ink. With such dishonesty in marketing their product, what's the stop them from another firmware update that requires me to spend money to get my previously "working" printer, to work again? Nothing. What do I want - I want these clowns to roll back the firmware on this worthless $360 paperweight so that it works as it was before the update.

  

  Business Response

  Date: 03/03/2023

  Thank you for contacting Epson America. 

  The firmware is not designed to revert to a previous version.

  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, *** 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 your printer functions as designed. These updates *** affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functions prior to a firmware update *** not continue to function.

   

  Best Regards, 

  The Epson Team

• Initial Complaint

  Date:02/24/2023

  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.

  Epson XP *****, purchased 10/22 , registered and still supposedly under warranty until 8/23.Print head will not work and throws an error code.Contacted epson via phone, then they sent an email asking me for proof of purchase, photo of ink in it/serial #/error code.Supplied all documents they asked for.Never heared back through the email, despite resending it 3 times.Finally called back, and after 30 mins on the phone they tell me it is bot covered under their warranty because it was purchased on Amazon.1. I showed proof of purchase with date and purchase price of ******, proof it was delivered.2. I am the end user, for them to say its not thier responsibility but the sellers is absolutely absurd.

  

  Business Response

  Date: 02/27/2023

  Thank you for contacting Epson America.

  
  As stated in our warranty agreement, Epson America, **** (Epson) warrants to the original retail purchaser that the Epson printer covered by this limited warranty. This warranty is not transferable.

  The customer provided a proof of purchase showing a third-party seller through Amazon. Epson does not honor third-party purchases for warranty purposes. The customer must reach back out to the place of purchase.

  
  Epson XP-***** Warranty Agreement:
  ************************************************************************
  
  

  Best Regards, 

  The Epson Team

• Initial Complaint

  Date:02/23/2023

  Type:Customer Service 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.

  Purchased and epson ET **** the ink pad stopped working after 2 months. I contacted epson They decided to replace the printer, the Used refurbished printer arrived not working at all. I called again and they said they were going to overnight me a replacement for my replacement and they did not. I called back to see what happened when i saw it did not arrive and they were unable to send me a printer. the person stated no one even ordered a replacement so i asked for a refund or working printer they do not give refunds is what i was told I spent well over $400 plus another $190 they took for hold until they received the orginal printer and they are saying i need to wait 1-2 weeks.

  

  Business Response

  Date: 03/20/2023

  Thank you for contacting Epson America. 

  Epson does not provide refunds. 

  Our records indicate a second replacement was processed on 2/21/23. According to the ***** tracking number (************), the package was delivered on 2/23/2023. The customer will need to return the defective printer to close the exchange process. 

   

  Best Regards,

  The Epson Team

   

• Initial Complaint

  Date:02/16/2023

  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 am writing to complain about EPSON's failure to fulfill the terms of its advertised rebate program, and also its failure to investigate problem in accordance to the process stated on its own FAQ website.I made 5 purchases (3 EPSON papers each order) last December in response to an EPSON-advertised rebate program EA1260, fulfilling the requirements and submitting proper documentation (images of invoice and UPC codes of the 3 qualifying products for each of the 5 rebate submissions), but only received two rebates (tracking# **********, 1015112455), missing the other three (tracking# **********, 1016287702, 1016288156) which total to $110.85 (32.95+38.95+38.95).In accordance with EPSON FAQ page (****************************************************), I reported the problems with the three EA1260 rebates by contacting *********************************************************** on 2/6, provided supporting documentation, same ones used when originally submitted the 5 rebates last December. I have not heard back since.

  

  Business Response

  Date: 02/16/2023

  Thank you for contacting Epson America. 

  Were sorry to hear about the issues youre experiencing with your rebates. The customer can contact our ************* by phone at **************** for further immediate assistance. The hour of operations are Monday-Friday 7:00 am to 7:00 pm CST.

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

  We apologize for any inconvenience.

   

  Best Regards, 

  The Epson Team

  Customer Answer

  Date: 02/16/2023

  The response asked the customer to contact EPSON ************** which I already did twice.

  According to the EPSON ************* FAQ, the proper steps to start an investigation request is to email supporting documentation to at ************************************************************ which I already did.

  It only took EPSON a minute to refer the customer to make an useless phone call to a generic ***** number with no assigned case number.  It is reasonable to assume that means the customer would have to repeat the case over again on the phone, and will then be asked to follow the proper step, which according to EPSON ************* FAQ is to send in the supporting documentation via email at ************************************************************ which the customer already did but received no response.  This would result in a wasted cycle.

  In other words, not only the phone call is ineffective, but also counter to EPSON's own published steps for rebate investigation.   I spent over an hour submitting the original docuemntation, waited for months, spent more time to put together an investigation request per EPSON protocol, and now have to spend even more time on the phone?  The EPSON representative who provided the responese only spent a minute to copy a boilerplate text, and the EPSON Rebate Team does not read their own email.

  

  Business Response

  Date: 02/17/2023

  Thank you for contacting Epson America.

  We will reach out to the customer shortly for a resolution.

   

  Best Regards, 

  The Epson Team 

   

• Initial Complaint

  Date:02/01/2023

  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 purchased several Epson printers- first one WF chip issues- called and complained nothing, so received a new ET **** Epson printer for Christmas last year 12/25/2022. my first ************* was 1/19/22 I have printed a total of 539 pages on this printer. and its printing lines in it. i emailed epson 1/28/23 and they sent my things to do with it, i have been getting fireware updates. I have done the nozzle cleans and power cleans as they directed. then i got and error where i could not use the printer. i had to call epson and they had to reset a ink pad reset before i could use my printer again. it still did not resolve the issues it still is not printing correctly . and im still getting error messages ************* pad and only 538 pages printed from this printer. a $399.99 printer to use for a year and now worthless- my active warranty says is good till feb 2023 but says that my printer warrany is void because of a 3rd party ink. anyway for them to get your money. I didn't start having this issue till firmware updates. As i said this isn't my first epson. but the first time i just said ok and got new one. still have the old one that won't work with any color being low or out. you can't use it. which is ridulcous. you should still be able to print black or scan. but no can't do anything.

  

  Business Response

  Date: 02/02/2023

  Thank you for contacting Epson America. 

  Epson does not provide refunds. 

  The printer is designed to work only with genuine Epson-branded ink. Other brands of 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.

  As stated in our Warranty Statement:

  C. What This Warranty Does Not Cover: 

  9. Damage caused by third-party parts, components, or peripheral devices added to the Epson product after its shipment from Epson, e.g., dealer or user-added boards or components.

   

  ET-2803 Warranty Statement:

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

   

  Best Regards, 

  The Epson Team

  Customer Answer

  Date: 02/02/2023

  the 3ed party ink worked great, and when i started using the epson ink is when it started acting up.. i believe it is in the firmware, as if i print using my laptop it doesnt print but lines in what ever i print, i can use my tablet to print and it prints fine- so it is not with the ink! it's with the firmware and updates. So i know have 2 epson printer that doesnt work correctly because of the firmware updates. is there any way to Reset printer so no updates will take place. 

  

  Business Response

  Date: 02/03/2023

  Thank you for contacting Epson America. 

  Other brands of 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.

  The customer will need to take the printer to a authorized service center for evaluation and repair.

  Please note that Epson is not responsible for any cost for repairs.

  
  Best Regards, 

  The Epson Team

  Customer Answer

  Date: 02/06/2023

  it has nothing to do with the ink its the firmware, i updated firmware and its stopped working! unbelievable u all will not stand behind the product u sell. its just over a year old ur box also says it will print like ***** sheets and only 500 printed on this one and now doesnt work. 

• Initial Complaint

  Date:02/01/2023

  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.

  We are an Amazon third party seller. Our storefront name is *********** Tech (SN Recorded). On Jan 26, 2023, Amazon sent ** a counterfeit complaint (without a test buy) for Epson Workforce WF-**** All-in-One Wireless Color Inkjet Printer that we listed. Complaint ID: ***********. This counterfeit complaint is false and has affected our Amazon Seller Account Health severely. Therefore, by providing the support information below, we hope this misunderstanding can be clarified, and the complaint can be retracted by Epson.First of all, we purchased this Epson Workforce WF-**** All-in-One Wireless Color Inkjet Printer directly from ******* on Oct 18, 2022. Screenshots of order receipt are attached here (epson ******* receipt 1, 2). We own a registered tax-exempt ******* account specifically for resell. For many years, ******* has been a reliable source that we purchase from. They are 100% genuine and legitimate.Second, we check every product thoroughly after purchase, including UPC, serial number, product number, and original manufacturer's seal, etc. For this Epson Workforce WF-**** All-in-One Wireless Color Inkjet Printer, all the information is legit and the seals are intact. It is authentic and in no way a counterfeit. See attached product image 1, 2, 3.We hereby request a retraction from Epson to be sent to Amazon directly. By publishing a false statement to Amazon without even a test buy, Epson has defamed our business. Epson also interfered with our contract with Amazon by making this false complaint. It is costing ** money, costing us sales, and severely harming our Amazon-based business, because before the complaint, our Amazon Seller Account was clean and now it has this **** on it. People are protected by FIRST SALE DOCTORINE. As long as we purchase from reliable sources and list them on Amazon with correct information, it should be allowed undoubtedly.

  

  Business Response

  Date: 02/02/2023

  Thank you for contacting Epson America.
  
  As stated in our warranty agreement, Epson America, **** (Epson) warrants to the original retail purchaser that the Epson printer covered by this limited warranty. This warranty is not transferable. 
  
  Epson does not honor third-party purchases for warranty purposes. 
  
  Epson WF-**** Warranty Agreement:
  
  ************************************************************************
  
  
  Best Regards, 

  The Epson Team

  Customer Answer

  Date: 02/02/2023

  Thank you. To the best of our knowledge, this is about an issue of warranty transfer, instead of counterfeit, according to Epson's response. And if we understand correctly, Epson only considers their products with transferable warranty sold by authorized reseller entitled to be listed as NEW on Amazon. We have removed ourselves from Epson WF-**** Amazon list. Amazon only provides third party sellers four options: New, Used, Collectible, and Refurbished. We just considered NEW as PHYSICALLY NEW before. Since we have cleared up this misunderstanding, we hope Epson Brand Protection Team *********************************************** can retract the Amazon counterfeit complaint that was mentioned.

  

  Business Response

  Date: 02/08/2023

  Thank you for contacting Epson America. 

  After review, it appears that the request for Amazon to remove the listing should have been submitted for copyright violations as the seller was using Epson America Inc.s copyrighted material in their product listing without permission or a license.
  
  ********************** retracted the counterfeit complaint with Amazon yesterday,  However, we will pursue another takedown if the seller does not immediately remove pictures and gallery images used on the product listing.
  
  Epson takes safeguarding of our Intellectual Property very seriously and we consistently review marketplace listings and enforce against improper use of our Brand and all related marketing material. Epson understands that sometimes Third-Party sellers may be confused about what is appropriate to use for advertisement; therefore, we will give Bheem Chotu Tech 2 days to modify the listing from the time Amazon reinstates the listing; otherwise, we will proceed to submit our takedown request for Intellectual Property infringement and improper use of our copyright protected materials.
  
  Sincerely,

  The Epson Team

  Customer Answer

  Date: 02/09/2023

  Thank you for the understanding and retract the complaint. We have removed ourselves from the current Epson WF-**** listing ASIN B09TK5HP2X. We want to clarify that this listing was not created by us, and previously we just added our inventory under this listing. Should Epson have any request for sellers to modify the current listing, please find relevant Amazon Team or the original listing creator.

   

  Again, thank you for your understanding.

   

  Best

• Initial Complaint

  Date:01/19/2023

  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 had to deal with Espon tech. services in dealing with my faulty printer. I can't return it to the store, so I did it through the factory warranty. After a headache of multiple calls with people who don't listen, I finally was able to get a replacement for my ET-**** printer. For some reason, instead of receiving a brand new printer or a repaired original one, I receive a refurbished printer? That is unacceptable, I paid for a brand new printer, mine was only 2 months old and wasn't even used due to the faulty issue! I just want a brand new printer replacement, not some used one that most likely had from faulty issues and returned. Or at least refund my the difference for a used *****.

  

  Business Response

  Date: 01/20/2023

  Thank you for contacting Epson America. 

  Epson will reached out to the customer directly to resolve this complaint. 

   

  Best Regards, 

  The Epson Team