Epson America INC Alf AndersenAssistant GeneralCounselEpson America Inc False advertising, forced arbitration, Long Beach Internet
My mother purchased an EPSON printer for my daughter for Christmas. The printer malfunctions and uses much more ink than advertised (that may be why they sell it dirt cheap, to force you to spend money on ink),
Here is Epsons response:
1) There has been no breach of warranty regarding the printer you described or any basis for an ongoing dispute between you and Epson. Epson has a liberal policy of attempting to resolve customer dissatisfaction. Epson's Customer Service Dept. responded to your complaints about the printer with two potential offers in the interests of resolving your dissatisfaction. First, Epson offered to replace the printer that you claim has been defective with a replacement printer and extra set of ink cartridges. Second, Epson made an alternative offer to reimburse the entire purchase price of $49.99 and any related costs. (I must note that the proof of purchase you submitted showed purchase by another person so Epson would have to confirm your current ownership.)
2) You have not expended $200 for any arbitration costs so you have no basis for claiming that amount. Even if you file an arbitration, each party to an arbitration generally bears its own costs.
3) Epson and similar companies cannot respond to threats of legal proceedings with cash payments because there would soon be a long line people seeking similar rewards for not filing frivolous actions.
The Epson customer service representative you spoke to reports that you said you are dissatisfied with the printer for various reasons, including that it did not print "as much as advertised." I do not believe you can point to any false claims about printer performance. Like all other inkjet manufacturers, Epson carefully bases cartridge yield representations only in accordance with the ISO standards for color inkjet printers that specify uniform conditions and patterns for ink cartridge yield testing. You can further review the ISO methodology on Epson's website.
Please consider that any legal proceedings are likely to be costly and time consuming for both parties and very unlikely to provide a better resolution than Epson's refund offer.
Epson intends its printers to be quite competitive in both performance and costs, but there are many other brands of ink jet and laser printers you can consider if you are still dissatisfied.
Best regards
Alf Andersen
Assistant General Counsel
Epson America Inc
Rather than correct the issue, Epson wants all consumers to arbitrate. So here you go, arbitrate any dispute with Epson.
1 Updates & Rebuttals
Robert
Irvine,California,
USA
You seem a bit greedy
#2Consumer Comment
Sat, January 30, 2016
It is always interesting when someone posts a "RipOff" that consists of the company's response, but fails to post what they sent the company.
Luckily it appears that since the response was so well written we can almost figure what you were asking/claiming. Where in reading the response they gave and since we have nothing to compare it against it seems as if they have done everything they could do, and you are just being "greedy".
Most warranties have a clause that says they can in effect buy back the device if it can not be repaired and that would be considered a satisfaction of the warranty. Based on what they have written it appears that they have offered this and you declined.
You appear to have tried to ask them for $200 to pay for the arbitration, which again kind of puts you into the "greed" category. They talk about a threat of a cash payment, which makes it seem like you are asking for a significantly more than the $200. This again appears to put you in the "greed" category.
So now, perhaps in addition to posting your original letter. There are some things that even the letter may not answer.
Such as what exactly is this "breach of warranty" you appear to be claiming? What was broken or not working?
You claim it uses more ink than advertised. So exactly what piece of advertising are you claiming to be false. What specifically are you using to determine it is using more ink? Keeping of course in mind that you have had the printer for barely 1 month.
Then as a side question, you not only have had it for less than a month and a receipt. So why didn't you return it to the place of purchase under their return policy?
Oh and before you ask, no I do not now or have I ever worked for Epson. But to give you full disclosure I do own an Epson printer and personally I think it is one of the better printers I have had. It at least has been one that has lasted longer than others.
In the end I am also not saying that your printer may or may not have issues, but it appears that they are trying to make it right and you seem to want more that unless you have something better probably don't have a right to.