[DM-MUG] Good things from Epson

[Bill Smith]

Early in March I posted a message concerning my 2-year-old CX6400 that 
wouldn't print black after I changed the ink cartridge, which was an 
Epson high-capacity black cartridge with an expiration date of Oct. 
2007. Neither would the black part of the test pattern print. I got 
responses from Ray Bowler, Chris R and Matt W, all indicating that this 
was not an unusual problem with Epson printers. Matt W suggested that I 
should contact Epson to complain strongly about the malfunction; he 
also suggested I Google "Epson CX6400 won't print." I followed his 
second suggestion first, and from the postings at that search site, it 
became clear that many people experienced my same problem and most had 
an unsatisfactory resolution of their problem.

I just about decided to consign my CX6400 to the scrap heap, but before 
that I wanted to scan from the machine to my iMac. The printed manual 
had a one-liner that said go to the on-line reference manual for 
instructions. I tried that and got the message that help wasn't 
available. Even though I couldn't use the printer, I thought I should 
have been able to use the scan function, so I called Epson tech 
support, and told them about both problems.

The good part: the tech I talked with told me my printer was broken, so 
he could not address the problem of on-line help not being available. 
(My own view was that on-line help should have been available in any 
case.) But he waived the $9.95 tech support charge, gave me a reference 
number, then transferred me to another tech, who said that even though 
my printer  (purchased in March 2004 at the same time I bought my iMac) 
was out of warranty, the problem should not have happened. He offered 
me two options:
1) a really good discount on a new Epson printer, or
2) ship the CX6400 back to Epson at the company expense, repair of the 
printer at no charge, and free shipping back to me within 10-14 days.

I opted for the second option and did not even inquire about the amount 
of the discount offer. I am currently waiting for the shipping labels 
to come from Epson.

Aside to Matt W: I should have taken up your suggestions in order.

I know this is a long posting, but I believe I should give you complete 
background and acknowledge the good response that I got from Epson.

Bill Smith