Complaint Review: Staples Staples Warranty And Cybertest

In November of 2007 I bought a Samsung CLP 3160FN with a 2 year warranty. Recently it started to show lighter areas when printing or copying. I change the toner but still had the problem.

I called the Staples Warranty and after explain the problem was told a "new" printer would be sent to me. When it arrived and I opened it up it was just the shell of the printer, no transfer belt or imaging unit and was not "new" but refurbished.

When I called Cybertest who was handling the replacement, the not very polite customer service rep told me I had to take the old transfer belt and imaging unit out and put in the new shell.

When it was done I still had the problem. Then it was determined it was the transfer belt. So a new one will be sent but not until they have confirmation that the old printer was sent back.

I have been without a printer for 2 weeks and counting.

I then called Staples Warranty and ask why the inner workings were not sent and was told that they should have been, that is part of the printer.

Then I called Cybertest and was told Staples Warranty does not know what they are talking about.

Still not defeated I went to my local Staples Store to talk to the manager. My complaint is I am not a technician and have no clue how to work on printers. All that manager would say was a transfer belt is a consumerable item and not covered under warranty.

That was not my complaint, I should not have to replace parts when I have a warranty. A warranty that has until 11/2009 but when this fiasco is over is not longer valid.

Piper
Lebanon, Pennsylvania
U.S.A.