Product failed just outside of warranty period, but within a reasonable expected lifespan typical to this product. Other customers experience same.
On November 26, 2012 I purchased a Canon MX892 multifunction printer from Amazon.com, an authorized Canon reseller.
On January 3rd, 2015 the printer suddenly halted in the middle of a print operation, powered off, and would not power on, even after all recommended troubleshooting operations (I am an IT professional with an understanding of troubleshooting procedures). The printer had been well-maintained, seldom-used, and never exhibited ANY issues prior to this catastrophic failure. After the failure, the printer will not power on at all when plugged into any outlet.
On January 20, 2015, I contacted Canon Technical Support, who extended three options to me: 1) Buy, direct through Canon, a replacement printer at a "discounted rate"; 2) Send the printer, at my expense, to a repair facility, to be inspected and possibly repaired, (at my expense), with no guarantees; 3) buy a new printer elsewhere.
First is the matter of the "discounted rate" on a replacement. Canon calls this their "Customer Loyalty" program, however when I pursued getting pricing on a replacement, the sales rep informed me that the printer retails for ***** and they would offer me a unit for ***** I had done my research already on an outright replacement, which can be bought at Amazon.com where I originally bought my device, for *** (for an MX922, the model that replaces my MX892, but otherwise the same). I find Canon's offer to be an insult to a consumer, praying off those who may not do their research what Canon is offering them. This is a ridiculous offering and offers me no discount, as was implied. When I asked if there are other benefits to buying directly through Canon, the sales rep mentioned "you would be given better support in case there is an issue", to which I responded that at NO POINT during my support call, was I asked "Where did you buy this printer?", so that information is COMPLETELY FALSE.
My second concern is regarding the nature of failure. First, after some Internet research I came upon Canon's own support message boards, in which droves of customers are reporting exactly this issue printers turning off mid-print and not powering back on. Customers decribe calling Canon, being told they have no recourse, being offered ridiculous replacement unit pricing, and otherwise sent on their way with nothing to show. Many customers report their printers failing JUST after warranty's end; 12 months, 18 months, my own case ~22 months. I owned another Canon printer before this MX892 an MP600 which operated reliably up until the day it was replaced, and well beyond its warranty period. Because of this, it is EXTREMELY UNSETTLING to find numerous accounts of customers who purchased a product that seems to coincidentally die in a very short period of time. In the printer market where "PLANNED OBSOLESCENCE" is a concept that has already been explored and debated deeply(eg, printers that refuse to print after an internal counter hits a given number; cartridges with embedded chips that disallow printing even with some ink remaining, and so on), it's very troubling to feel burned by the effects of what could very well have been a Canon-engineered planned failure.
Even more upsetting is a Canon supervisor informing me that Canon sells extended warranties on their printers. When this was suggested, even though it was mentioned I could not take advantage of it, I felt as though this meant Canon sold a product, knew it would fail just outside of the warranty period, and would either recapture a consumer who would go back out and buy another Canon printer, or would pay more money to the company to buy an extended warranty if they wanted to keep their first Canon printer operational, thereby guaranteeing a steady stream of revenue into Canon either by selling more Canon printers or more Canon ink to go into that Canon printer. I'm not upset at a company trying to make money, but this is REEKS of UNSCRUPULOUS BUSINESS PRACTICE.
As I stated previously, I am an experienced IT professional and have faced my share of unexpected product failures. However, in talking with technical support from companies across a range of product offerings, I am often surprised when I am met with what can only be described as GOOD WILL. I may describe myself as having owned X number of products previously (I am on my second Canon; I have recommended Canon printing products to countless friends, family, and co-workers). The response often is "our standard policy is X, however as a one-time courtesy exception, we would like to...", followed by whatever it takes to A) solve my problem, B) preserve my perception of that brand, and C) ensure that I am satisfied enough with the company and their products that I continue to use them. The way Canon has treated this issue makes it feel like they have no good will towards their paying customers, and do not care about my perception of the brand.
In simplest terms, I would like Canon to extend a "one time gesture of good faith" and offer me a new MX892, or if this product is no longer in manufacture (it is not, and I will not accept a refurbished unit), then the current equivalent model, its replacement, MX922 printer.
Additionally, when purchasing my MX892, I spent untold sums on 10 sets of replacement ink cartridges for this printer. I was upset to learn that my only option for a Canon-equivalent replacement, the MX922, takes COMPLETELY DIFFERENT INK, so the ones I have now are completely useless garbage. I would like for Canon to provide extra ink cartridges for the replacement printer.
If Canon can come around and work with me on the above requests, I can say that my perception of their brand would likely improve and I may continue otherwise recommending their products. However, as it currently stands I would refrain from recommending their products; this extends as well to the purchasing power I hold within my company.
I want to see the customers in this discussion thread on CANON'S OWN WEBSITE, be acknowledged, even if that means saying the MX892 has a critical defect which affects its lifespan:
In my research I also found there is a CLASS ACTION LAWSUIT,
which describes the MX892 as being susceptible to a sudden, unexpected error state which results in rendering the printer completely unusable. IT'S CLEAR THERE IS SOMETHING WRONG WITH THIS PRODUCT. If what I'm asking of Canon in providing me with a replacement cannot be met, then my only option left is to join the database of class members for this litigation and hope for some positive outcome.
Thank you for bringing the customer's concerns to our attention. We have spoken with the customer, and ordered a new replacement. We consider this matter closed.
As always, we appreciate the opportunity to address our customer's concerns