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#1
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Canon Rocks
Just wanted to share my experience with Canon Support.
An elderly neighbour bought a MP 510 in August from a local big box store and declined the extended warranty offered by the store. She called me on Wed to explain there was a paper jam and as I couldn't go over to help right then , I suggested she remove the back panel to get the paper out. Somehow , during that process , she dislodged 2 small rollers , one of which fell inside the machine. I went over , managed to get the roller back , but couldn't get them back in place. I wasn't sure if this sort of situation would be covered by the Canon warranty , but called anyway. I had to supply details of the purchase and fax a copy of the receipt to them , and they said they would send a replacement machine that would arrive in 2 or 3 days. She was delighted. She called me today to tell me the replacement machine had arrived. That's less than 24 hours. I should also ad that the representative explained that we will have to remove our current ink tanks and head , and install them in the new machine. No problem of course, but it seems to make all this whining about 3rd party inks voiding warranties etc a little pointless. |
#2
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Canon Rocks
Nice story for a change. It is really pleasant to occasionally read
about a OEM acting in a reasonably and above expectations, and respecting their customers. Of course, it would be nice if the machines didn't fall apart while clearing a paper jam either, but that might be asking too much ;-) Art Tom Crooze wrote: Just wanted to share my experience with Canon Support. An elderly neighbour bought a MP 510 in August from a local big box store and declined the extended warranty offered by the store. She called me on Wed to explain there was a paper jam and as I couldn't go over to help right then , I suggested she remove the back panel to get the paper out. Somehow , during that process , she dislodged 2 small rollers , one of which fell inside the machine. I went over , managed to get the roller back , but couldn't get them back in place. I wasn't sure if this sort of situation would be covered by the Canon warranty , but called anyway. I had to supply details of the purchase and fax a copy of the receipt to them , and they said they would send a replacement machine that would arrive in 2 or 3 days. She was delighted. She called me today to tell me the replacement machine had arrived. That's less than 24 hours. I should also ad that the representative explained that we will have to remove our current ink tanks and head , and install them in the new machine. No problem of course, but it seems to make all this whining about 3rd party inks voiding warranties etc a little pointless. |
#3
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Canon Rocks
Arthur Entlich wrote:
Nice story for a change. It is really pleasant to occasionally read about a OEM acting in a reasonably and above expectations, and respecting their customers. I also want to take this opportunity to repeat what awesomely-responsible performance I've received from Oki. We almost never mention this brand here -- they're not one of the mega-players of the printer world. But I think that they deserve another look. They replaced a bad printer with a refurb seven years after I bought it: seven years. Oki had put an eco-friendly implementation of their laser-like technology into production before it was clear that the process was effectively unstable: the drums self-destructed. I had given up on the machine, as undoubtedly many other people had with the entire series of what proved to be transitional products: printers, fax machines, whatever -- that worked on that particular generation of LED engine. But years later, upon a chance (and not pleasant) query from me, they made an offer I couldn't refuse: swap the machines. The replacement has been perfect, and it's been in use for over three years now. In the meantime, they straightened out the technology. My only cost was to ship my old one back to them. Richard |
#4
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Canon Rocks
I've heard some good things about OKI over the years, and I do recall
your mentioning this before, so it obviously really impressed you, and so it should have. What's OKIdata up to these days? Do they have any new printer technology. As I recall they were one of, if not the manufacturer to introduce LED light sources to replace the laser and moving mirror unit. Art Richard Steinfeld wrote: Arthur Entlich wrote: Nice story for a change. It is really pleasant to occasionally read about a OEM acting in a reasonably and above expectations, and respecting their customers. I also want to take this opportunity to repeat what awesomely-responsible performance I've received from Oki. We almost never mention this brand here -- they're not one of the mega-players of the printer world. But I think that they deserve another look. They replaced a bad printer with a refurb seven years after I bought it: seven years. Oki had put an eco-friendly implementation of their laser-like technology into production before it was clear that the process was effectively unstable: the drums self-destructed. I had given up on the machine, as undoubtedly many other people had with the entire series of what proved to be transitional products: printers, fax machines, whatever -- that worked on that particular generation of LED engine. But years later, upon a chance (and not pleasant) query from me, they made an offer I couldn't refuse: swap the machines. The replacement has been perfect, and it's been in use for over three years now. In the meantime, they straightened out the technology. My only cost was to ship my old one back to them. Richard |
#5
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Canon Rocks
Contact Canon first.
Or go to the store and get an exchange. Arthur Entlich wrote: I've heard some good things about OKI over the years, and I do recall your mentioning this before, so it obviously really impressed you, and so it should have. What's OKIdata up to these days? Do they have any new printer technology. As I recall they were one of, if not the manufacturer to introduce LED light sources to replace the laser and moving mirror unit. Art Richard Steinfeld wrote: Arthur Entlich wrote: Nice story for a change. It is really pleasant to occasionally read about a OEM acting in a reasonably and above expectations, and respecting their customers. I also want to take this opportunity to repeat what awesomely-responsible performance I've received from Oki. We almost never mention this brand here -- they're not one of the mega-players of the printer world. But I think that they deserve another look. They replaced a bad printer with a refurb seven years after I bought it: seven years. Oki had put an eco-friendly implementation of their laser-like technology into production before it was clear that the process was effectively unstable: the drums self-destructed. I had given up on the machine, as undoubtedly many other people had with the entire series of what proved to be transitional products: printers, fax machines, whatever -- that worked on that particular generation of LED engine. But years later, upon a chance (and not pleasant) query from me, they made an offer I couldn't refuse: swap the machines. The replacement has been perfect, and it's been in use for over three years now. In the meantime, they straightened out the technology. My only cost was to ship my old one back to them. Richard |
#6
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Canon Rocks
Richard's experience does not surprise me.
OKI have always seemed to have sense of good customer service. I can share an example: Many printer manufacturers do not design the fuser as a consumable, this decision has significant inpact on the real life of the printer. OKI colour LED printers do have a consumable fuser. The effect of this is that it is relatively inexpensive to replace (the user can do it with ease) and if it fails short of anticipated life OKi will nearly always replace it on a pro rata basis. The goodwill this generates with customers on the rare occasions that a fuser fails prematurely is enormous. Most of my customers that have OKI's would never buy any other sort. Their earlier monochrome LED printers were not the best but the latest ones are well engineered and very reliable. Their colour LED printers are superb and extremely reliable. If I was to be super critical I would argue that the 3000 and 5000 series colour LED printers were too noisy, they have improved on that with their current range, I believe by driving all four of the drum units with one motor instead of using four. In some countries OKI's market share is impressive and their print quality and cost per page is competitive I'm not an OKI bigot. As always, choosing a printer is often more complicated than it at first appears and OKI is not always the best choice for a particular user. Tony Arthur Entlich wrote: I've heard some good things about OKI over the years, and I do recall your mentioning this before, so it obviously really impressed you, and so it should have. What's OKIdata up to these days? Do they have any new printer technology. As I recall they were one of, if not the manufacturer to introduce LED light sources to replace the laser and moving mirror unit. Art Richard Steinfeld wrote: Arthur Entlich wrote: Nice story for a change. It is really pleasant to occasionally read about a OEM acting in a reasonably and above expectations, and respecting their customers. I also want to take this opportunity to repeat what awesomely-responsible performance I've received from Oki. We almost never mention this brand here -- they're not one of the mega-players of the printer world. But I think that they deserve another look. They replaced a bad printer with a refurb seven years after I bought it: seven years. Oki had put an eco-friendly implementation of their laser-like technology into production before it was clear that the process was effectively unstable: the drums self-destructed. I had given up on the machine, as undoubtedly many other people had with the entire series of what proved to be transitional products: printers, fax machines, whatever -- that worked on that particular generation of LED engine. But years later, upon a chance (and not pleasant) query from me, they made an offer I couldn't refuse: swap the machines. The replacement has been perfect, and it's been in use for over three years now. In the meantime, they straightened out the technology. My only cost was to ship my old one back to them. Richard |
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