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: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

   

• 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 was informed that my epson ET-**** printer purchased 10-15-2022 is no longer covered by the warranty due to the fact that I used a 3rd party ink despite the fact that the issue has nothing to do with the ink. I have read the warranty several time and the person from corporate read it to me. It states that IF the damage is caused by the use of the 3rd party consumable (such as ink) the warranty would be void. They also agreed that issue I am having with my printer is a hardware issue not related to the ink. The paper roller that take the paper into the printer is not working properly. It pulls the paper on one side then start crinckling it up. And then causes a paperjam This component at no point is ever touched by the ink so the ink is not the cause of this problem. The customer service rep, the supervisor and a representative from corporate all insisted that using the 3rd party ink automatically voids the warranty. Dtespite the fact that the warranty states that the damage has to be the result of the use of the 3rd party ink.

  

  Business Response

  Date: 01/20/2023

  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 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.

  As stated in the Warranty Statement:

  files.support.epson.com/docid/cpd5/cpd59860.pdf

  C. What This Warranty Does Not Cover:  

  3. Any damage caused by improper use, neglect, or improper performance of user-level maintenance as documented in the online Users Guide. See the maintenance section in the online Users Guide for
  in-depth instruction.

  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.

   

  Best Regards, 

  The Epson Team

• Initial Complaint

  Date:01/16/2023

  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.

  Early 2019 I purchased a printer to use as I am a teacher in a title 1 district. I used it for two and a half years, the printer the workforce **** for my use in the classroom, I have used this printer and have depended so much on it. I used it for two years then the pandemic hit and I didn't use it again until recently. I keep getting error message 0x97 and printer head error message. I have spent hours looking up the solutions and have tried just about 99% of what I could find online. I have purchased printer head cleaning kits and purchased a new set on ink. I am a public school teacher and I depend on this printer very much, I am not able to purchase another printer and I just refilled the ink so I am at just about the end of the rope. I don't know what my options are, unfortunately I know that my warranty is out of date and I looked up somewhere that I had to take it to a service center but I cannot afford to pay out another fee to a third party to be able to fix this. I really do like and have been so dependent of this printer. I emailed customer service and they suggested I unplug it and after 2 calls and 2 hours with customer service they said it was a HARDWARE issue and because it was three years past the purchase I had to buy a new printer or get it fixed on my own dime. I have had to rely on a 8 year old HP envy to print while this workforce has failed or if it is Epson's planned obsolescence then it has completed its task of frail design and terrible customer service. I asked three agents for help to no avail. All I would like is for assistance.

  

  Business Response

  Date: 01/17/2023

  Thank you for contacting Epson America. 

  Our records indicate the printer is out of warranty based on the date of purchase. The customer will need to take it to an authorized servicer for evaluation and repair as it has been declared a hardware failure. 
   
  Please note that Epson can no longer pay for any repair costs. 

  The printer comes with a 1 year limited warranty from the date of purchase as stated in our warranty agreement below: 

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

   

  Best Regards, 

  The Epson Team

• Initial Complaint

  Date:01/12/2023

  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.

  We received a Epson XP-**** and it doesn't work. They wont replace it with their warranty even though it was sent back.

  

  Business Response

  Date: 01/13/2023

  Thank you for contacting Epson America. 

  Epson does not provide refunds. 

  Our records indicate the printer was not returned to Epson. The customer contacted our **************************** on 1/12/2023 to report an issue with the printer but there was no exchange processed at this time. The customer was advise to provide the Proof of Purchase as stated in our Warranty statement for warranty services.  

  XP-4200 Warranty Statement:

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

   

  Best Regards, 

  The Epson Team

• Initial Complaint

  Date:01/11/2023

  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 contacted epson and they acknowledged that printer under warranty and yes it has to be replaced. When purchasing it said to exchange within 30 days u need receipt I registered my product 2 days later when purchased I called CS they said yes your printer needs to be replaced and asked for a receipt. I don't have it and I do have when I registered it to me Aug 2 2021. Contacted epson headquarters no response from them as well ********************* ********************* I have left over 5 messages to call me or send me an email. Need your help

  

  Business Response

  Date: 01/12/2023

  Thank you for contacting Epson America.
  
  The customer will need to provide the Proof of Purchase. As stated in our warranty agreement, For warranty service, you must provide proof of the date of original purchase. 
  
  Epson **************** Agreement:
  ************************************************************************
  
  

  Best Regards,
  The Epson Team

  Customer Answer

  Date: 01/20/2023

  
  I have sent in the purchased date July 28th 2021 I registered the printer Aug 1st ir 2nd of same year I asked them 4 help to give me the store number and name so I can get the receipt from that company they said they know which store it was sold from but will not give me the name. I also said if I registered the unit on their website and it reflects that I am the owner honor the warranty when u purchase the unit it says it has a warranty on the card it doesn't say keep your receipt I need your help please.

  

  Business Response

  Date: 01/20/2023

  Thank you for contacting Epson America. 

  Epson cannot provide the information requested as it is confidential. The customer will need to check his records and provide a valid Proof of Purchase.

  As stated in our warranty agreement, For warranty service, you must provide proof of the date of original purchase.
  
  Epson **************** Agreement:
  ************************************************************************
  
  
  
  Best Regards,
  The Epson Team
  

• Initial Complaint

  Date:01/11/2023

  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 purchased an Epson V600 scanner from Epson America, *** online on 11/29/2022. The total cost was $302.80 which was debited from my credit card on 12/3/2022. I purchased the scanner as a gift for my nephew who is in the film industry and well aware of how the scanner works. Before he opened the box he noticed a rattling which turned out to be a torn of piece of the printer. He also tried to connect it to his pc which kept glitching. I called customer service requesting a return/refund. I was initially told 1) that it was not under warranty 2) it was over 30 days since purchase and they couldnt refund and 3) they didnt have a return policy and the only option was to get a new scanner through them. Nowhere on their website does it state any restrictions on their return policy. Im also curious if the scanner was a refurbished scanner that wasnt disclosed. Ive lost any confidence in this company and just want a refund for my purchase. From the numerous poor reviews I find it hard to believe the BBB rating of A+.

  

  Business Response

  Date: 01/12/2023

  Thank you for contacting Epson America. 

  Our records indicate the customer contacted our Epson Store on 1/6/2023 which is past our Epson Store 30 day return policy and the order is no longer eligible for a refund. The scanner comes with a 1 year limited warranty, if the scanner is proven to be defective within the warranty period, a replacement can be provided. 

  Please click the link below to view our Epson Store Terms and Conditions:

  www.epson.com/estore-terms-and-conditions

   

  Best Regards, 

  The Epson Team

• Initial Complaint

  Date:01/04/2023

  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.

  Automatic update of Epson printer firmware rendered my printer useless unless I use OEM ink cartridges,which cost as much as a competitive brand printer, after an hour on tech support I was informed the would recycle it for free.

  

  Business Response

  Date: 01/05/2023

  Thank you for contacting 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, *** 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.

  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.

   

  Best Regards, 

  The Epson Team

  Customer Answer

  Date: 01/05/2023

  I would be pleased with a refund for the printer, not the ink. It no longer functions as purchased due to firmware upgrade deceptively pushed by Epson to force purchase of products.

  

  Business Response

  Date: 01/06/2023

  Thank you for contacting Epson America. 

  Epson does not provide refunds. 

  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.

   

  Best Regards, 

  The Epson Team