Electronic Equipment Dealers
Epson Canada LtdThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
03/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing to formally lodge a complaint against Epson Canada regarding my Epson ****** printer. In December 2023, I purchased the printer, which came without a manual—only a “How To” section on the printer itself. In July 2024, I bought recycled Epson ink cartridges, which worked fine. However, in September 2024, after replacing the black ink and updating the printer’s firmware as prompted by the device, the printer no longer recognized the almost-full recycled cartridges. Despite spending hours troubleshooting, I discovered that the firmware update made all non-Epson cartridges incompatible. I contacted Epson in September, October, and November for assistance, but each time, I was told that support could only be provided if I used official Epson cartridges, leaving my ink cartridges useless. ******* ******** ******** **** **** ***** ** *********** **** ************ ******** ***** ******* ******* ********* *** ******* ********** ** ********** ****** *** *** ****** ******* ***** ******* **** **** ***** ******* ************* *** *********** *** *** ** ********* *** ********** ******* ******** ******** ******* ****** ******** *********** *** ********* ** ********** *** **** ***** **** ********* **** *** ******** ***** ************ ** ****** *********** ***** *** ** * ********** ******** *** ************* ** ****** ** *** ***** *** ******* *** ********* ********* ******* ** *** ********* ************ ** *** ****** ******* ******** ****** **** ******** ******* ***** ********* ** *** ************** ********** ** **** ***** ****** ** *** ***** ********* I spent $271.19 on the printer and nearly the same amount on inks that are now rendered useless. *** **** **** ***** **************** *** *** ***** ******* * ********** ******** **** **** ************ At this point, I seek a return of the printer and a resolution to this issue. I appreciate your prompt attention to this matter and hope for a swift resolution.Business response
04/12/2024
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.
Epson periodically provides firmware updates to address issues of security, performance, minor bug fixes and ensure your printer functions as designed. These updates may affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functions prior to a firmware update may not continue to function.
Best Regards,
The Epson Team
Initial Complaint
15/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The following are conversations I've had with Epson re: the downloading of firmware effectively shutting down a new purchased printer. ****** ****** ****** *********** ********* ** ******* **** ****** *** ***** My understanding is it is not ******** for me to buy third party ink cartridges and the only thing Epson is allowed to do is negate the printer warranty. The cartridges worked when I put them in; a month later it refused to recognize them. Epson downloaded a firmware upgrade. I bought this printer, It is mine. Had it not worked from the first day, it would have been completely different. But it did work with the ********* purchased ink cartridges. Yesterday morning my XP4200 quit recognizing the generic ink cartridges I had in it. This, despite my choosing the menu option of not allowing firmware updates. My understanding is that Canada does allow the use of "other" ink cartridges and the printer accepted them as if they were Epson. Until yesterday. Please be informed that the printer is designed to work only with genuine Epson-brand cartridges. Other brands of ink cartridges and ink supplies are not compatible and, even if described as compatible, may not function properly. Please replace any non-Epson cartridges with Genuine Epson cartridges. Epson provides information about the design of the printer on the box as well as many other locations including materials shipped with the printer. If this did not resolve your issue, please reply to this email for further assistance. If you have a different support issue, submit a request via our Canada Support Site and we will respond in a timely manner. We take your satisfaction seriously and hope that we have helped resolve your issue. If you receive a survey from us, we would greatly appreciate if you could take a few minutes to provide us with feedback about your support experience. Your ratings and comments are extremely important to us. Thank you again for contacting Epson. ****** **Business response
18/11/2024
Thank you for contacting Epson *******.
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 your printer functions as designed. These updates may affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functions prior to a firmware update may not continue to function.
Best Regards,
The Epson Team
Customer response
19/11/2024
Complaint: ********
I am rejecting this response because:*************** ******* *************** The printer was purchased by me. The third party ink cartridges were purchased by me. The cartridges worked well in the printer. I did not ask for their firmware upgrade *** **** ****** ****** *** *** and, as a matter of fact, indicated (as optioned on the printer's menu) NOT to have firmware upgrades surreptitiously downloaded to MY printer. **** ******* **** *** ** ******* ****** *** ******* ** ******* ** ******** ***** *** **********. **** ** ***********. **** ******* ** ******* ** ** ***. The least they can do is reimburse me for it. I no longer want it. I will not purchase their cartridges for it. **** ** ************ ***** *** ****** *** * ***** **** *** ** *** ** ******* ** * ***** ********** ******** **** ** ***** ** *** **** *** **** ** *** ***** ** ******* ** ***
****** ******
Sincerely,
****** ******Business response
20/11/2024
Thank you for contacting Epson *******.
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
Customer response
21/11/2024
Complaint: ********
I am rejecting this response because:Tbeir "response" is boilerplate no different than their first. **** *** *** ******* ** ****** ** ******* **** ** **** ***** ************** *** ** ****** *** ***** *** ******** *** ****** ********** ** ****** *** **** ***** ****** **** *** **** ****** ********** ******* *** ********* ** ***** ****. * ****** *** ****** **** *** ****** *** ***** ******* **** *** ********* ***** **** ***** **** ** *** **** ** *********** ***** ********** Send me your ink to replace the ink I can no longer use. At Epson cost, not mine!
Sincerely,
****** ******Business response
21/11/2024
Thank you for contacting Epson *******.
We apologize but we cannot refund or replace the purchase of non-genuine Epson inks.
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.
Best Regards,
The Epson Team
Initial Complaint
11/12/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased an ET8550 Ecotank Large Format Printer for our small home based business in May 2023 from ******* Online. In July 2023, the printer front output tray failed mechanically. After much frustration trying to deal with Epson customer service, they finally conceded that the printer had a mechanical failure, and sent out a new replacement. We at this time also purchased their extended warranty replacement program for approx $75 Canadian dollars. We received the replacement in July 2023. On December 2nd, the replacements rear feed tray mechanically failed. Same frustration ensued getting Epson customer service to acknowledge the failure. They conceded again, and shipped a replacement to us expedited shipping. Received the replacement (a refurbished unit, we paid full price for a new one. We did not want a refurbished unit)yesterday, it mechanically failed today. I contacted Epson customer service again. I was informed that due to us using non Epson brand paper in the printer, they would no longer warranty the printer. The paper we are using is made by ******, it is 1917 Printable vinyl. In the Epson literature, it states that the ET 8550 is capable of printing on most types of media including photographic paper, art paper, and cardstock, up to a thickness of 1.3mm. I need to add that ****** 1917 printable vinyl is the same finish as normal paper, lighter and softer than cardstock, and has a thickness of .2mm per sheet. Epson is hiding behind the excuse that we are not using Epson approved paper in the machine, and have left us with no options. They are not honoring the stock warranty, or the extra purchased extended replacement warranty. This has left our home based business dead in the water, in our busiest season, two weeks before Christmas... thanks for nothing Epson...Business response
11/12/2023
Thank you for contacting Epson America.
We will reach out to the customer shortly to resolve this complaint.
Best Regards,
The Epson Team
Business response
13/12/2023
Thank you for contacting Epson America.
Our records indicate a replacement was processed for the customer on 12/12/2023.
Best Regards,
The Epson Team
Customer response
16/12/2023
Epson corporate customer service made me whole. I was contacted by an Epson Representative, she was very polite and understanding. We managed to come to an amicable resolution together. Thank you Epson.. I am satisfied with the outcome.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ******Initial Complaint
24/10/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased two epson products recently on September 27th, an Epson SureColor SC-P800 and an Epson Perfection V600 Photo Scanner and both are under warranty. They both worked flawlessly up until the 11th and 12th of October. I was using them for my home office for some work and suddenly my SureColor P800 shuts down in the middle of me doing something on my PC and refuses to power back on, I tried the troubleshooting steps Epson provide online and nothing worked, I figured it's my sign to take a break for the day since it was about 5 pm anyway and I needed some rest. Come to find I smell a strange burning plastic smell from my office and I find my printer overheating, it was so hot it was actually untouchable, I unplugged it immediately and left it that way. I wake up the next day and now my Perfection V600 isn't working either. So I call Epson support on the 12th and ask what to do, the firat agent on the phone was helpful and kind. They said that I'd get an email with further steps and asked for my email which is ****************@*****.com. fast forward to 2 days later and I still don't have anything and I call again. That was a mistake, this second agent is **** **** and confrontational. They told me that I shouldn't call for such ridiculous reasons and that I'm wasting their time that it was obviously my fault. * ***** ****** ********** **** *** ** ***** ***** ****** **** ** ***** I kept trying to ask for a replacement to be sent out because these items are still under warranty but they keep deflecting my questions saying that "intentional" damage is not covered under warranty, accusing me of fraud. I kept trying and they eventually sent me an email saying that I will be blocked from all other service requests for abusing warranty services. I'm sorry, but what??? I'm at a loss for words and I don't even know what to say. I just want help at this point and I don't care how I get it.Business response
24/10/2023
Thank you for contacting Epson America
We regret to hear of the experience the customer encountered. We were unable to locate any records of the customer interaction with our Technical Support team.
Our Advanced Support will be reaching out to the customer within 24-48 business hours for further assistance.
For an immediate response at your convenience, please call 562-276-1311 Monday-Friday 7am-4pm, select opt 2, and request for Advanced Support.
Best Regards,
The Epson TeamCustomer response
26/10/2023
Complaint: ********
I am rejecting this response because:Epson has not reached out to me at all even after saying here they would, I'm waiting. I tried contacting them directly but their agents don't know what to do they said.
Sincerely,
****** ********Business response
26/10/2023
Thank you for contacting Epson America.
Our records indicate that we tried contacting the customer on 10/25/2023 at 12:24 PM. We will make another attempt to contact the customer.
For an immediate response at your convenience, please call ###-###-#### Monday-Friday 7am-4pm, select opt 2, provide reference # ************* and request for Advanced Support.
Best Regards,
The Epson TeamCustomer response
04/11/2023
Complaint: ********
I am rejecting this response because:I have still not been helped VIA email even after REPEATEDLY telling Epson that I cannot receive calls from 9am to 4pm, which is working hours. BECAUSE I WORK. Please tell me information about how I can get replacements via email.
Sincerely,
****** ********Business response
08/11/2023
Thank you for contacting Epson America.
We have tried contacting the customer via phone multiple times but have been unable to reach him.
We will try contacting the customer via email again shortly.
Best Regards,
The Epson Team
Business response
09/11/2023
Thank you for contacting Epson America.
Due to the nature of the reported issue, it is required we speak with the customer over the phone.
Our hours of operation are from Monday-Friday 7AM-4PM Pacific Time.
We apologize for any inconvenience.
Best Regards,
The Epson Team
Initial Complaint
28/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a faulty Epson ** *** ink cartridge with my August 22,2022 order ( # ***********) from Epson online store***** ********** ******* **** ***** ****** **** *** **** *** ***** *** ***** *** *** ********* However, when I installed this new ink cartridge into my ******* printer , it immediately showed as empty on the display panel.I contacted Epson customer support and explained the issue over the phone and later by email.The agent asked for photos of my printer with the ink cartridges. I have provided the photos that were requested 5 separate times by email to support.I have received confirmation that Epson received the photos but they have not contacted me about a refund or an exchange.I've tried many times to resolve this issue *** * ******* ***** ** ******* ******* ** ***** ******* ** ****** ******** *** ******* *** ********** ******** ** ***** **** ************* **** ** ***** ****** ** ****** ** ******* * ****** ******** I recently ordered again from the Epson online store (Canada) another ** *** ink cartridge. This recent one works fine (order #***********).At this stage, its not about the money I spent for a faulty ink cartridge. My main complaint is with Epson's **** customer service and questionable business practices.I hope they can fix this issue as I believe their products are very good. * ****** ****** ** ******** *** * ****** ******* ****** *** **** ******* ***** *** ******* ******* ************* ********* ****** *** ******* ****** ******* **** * ****** ******* **** ******Business response
29/09/2022
Epson contacted the customer directly via email on 9/29/22 to resolve this complaint.
Sincerely,
Epson Customer Relations
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Customer Complaints Summary
19 total complaints in the last 3 years.
9 complaints closed in the last 12 months.
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