Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 09/14/2023, I updated the firmware for my WF-**** printer. This has completely bricked my printer and it will not recognize the printer ink. There was nothing on the Epson page that explicitly stated that only Epson brand printer ink would work with this product, or else I never would have purchased it in the first place. This is a predatory practice and my understanding is that Epson currently has a class action lawsuit filed against them due to this. This is an absolutely exploitative and greed driven decision by Epson. Because I bought my printer over a year ago, I cannot return it and I am not stuck with a non-functioning printer.

  

  Business Response

  Date: 09/15/2023

  Thank you for contacting Epson America.

  We apologize but we cannot refund the purchase of non-genuine Epson inks.

  The printer is designed to work only with genuine Epson-branded cartridges. Other brands of ink cartridges and ink supplies are not compatible and, even if described as compatible, *** not function properly or at all. Epson provides information about the design of the printer on the box and in many other locations and materials included with the printer and on the website.

  Epson periodically provides firmware updates to address issues of security, performance, minor bug fixes and ensure your printer functions as designed. These updates *** affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functions prior to a firmware update *** not continue to function. 

  Best Regards,

  The Epson Team

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an Epson ET **** Printer from Amazon on June 29th,2003. Sept 3rd printer kept giving the message out of paper, it was not. We did the maintenance steps, still said out of paper. So I moved it to see if anything was blocking the paper feed, nothing there, but I did find a piece of plastic and small spring under printer.I call Epson on Wednesday Sept 6,2023. After explaining the situation sending them the attached pictures etc. I was told that because I used a 3rd party ink the printer is not covered. I argued the ink did not cause the mechanical failure, which they agree with, but because it was 3rd party ink it voided the warranty, also I had bought it from a 3rd party seller.So I asked if I had bought it from a 3rd party seller and put epson ink into it would it have been covered, the answer was yes.How is it that Epson has such little value of their product that ink can void a warranty when it has nothing to do with the issue of broken pieces!So after I got the phone with them, my husband looked up their warranty policy and found 3rd does not void a warranty unless it caused the problem! Which it obviously had no connection to the broken spring!! I am going to try to go through Amazon for replacement but would really appreciate Epson to stand up and take responsibility for not standing behind their product and being cut short and not allowed to speak when I was finally connected to corporate office. I was heated by that point (mind you I was talking a little loudly but was not being rude or disrespectful nor did I use any foul language) but I should have been allowed to present my case to them, without them presenting their reasons to me first then cutting me off and hanging up. That kind of customer service is why businesses are failing

  

  Business Response

  Date: 09/07/2023

  Thank you for contacting Epson America.

  We will reach out to the customer shortly to resolve this complaint.

   

  Best Regards,

  The Epson Team

  Customer Answer

  Date: 09/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new ink cartridge with expiry date of 01/2026 on 30 Aug 23 for an Epson WF-**** printer.It is a black ink cartridge numbered "202" on the carton.The history of this is that last year, I had the same problem, but Epson, back then, replaced the cartridge without question.The cartridge contained little to no ink and now the Epson company representative are refusing to replace the cartridge. The reason given is that the printer has an expired warranty. This is illogical, as it has nothing to do with the printer. In fact, I went back to the store of purchase, Army Air Force Exchange and ********************** yesterday and bought a new one, which worked fine.They are trying to cheat me out of $18.99.

  

  Business Response

  Date: 09/05/2023

  Thank you for contacting Epson America.

  We will reach out to the customer shortly to resolve this complaint.

   

  Best Regards,

  The Epson Team

  Customer Answer

  Date: 09/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  I want to make it clear that I'm not satisfied until they send a replacement ink cartridge 

  
  
  Regards,
  
  *******************
  
   

  
  

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this printer 5 years ago and have been using the ink cartridge brands shown, i.e. some Epson brands, and some other brands made to fit the Epson. One day last month, I had been using my printer in the morning, then later, my printer would not work unless I uploaded an update from Epson, which I did. But then that update caused my printer to not work at all until I replaced all of my cartridges with EPSON brand. They completely changed the functioning of my printer and caused me to lose the money I paid for the off-brand cartridges. It is like they came into my house and broke my printer. When I called in to complain over a month ago, they told me they would send me a set of cartridges. They never did. Now I have a useless printer, and some unused cartridges I bought which now, will not work. They are basically holding my printer ****** until I go spend some money on THEIR cartridges and I lose the money I paid for my unused cartridges. If they are going to disable the product I paid for already, then they need to buy it back from me and find some other sucker to scam! I refuse to spend any more money with Epson!

  

  Business Response

  Date: 08/28/2023

  Thank you for contacting Epson America.

  We apologize but we cannot refund the purchase of non-genuine Epson inks.

  The printer is designed to work only with genuine Epson-branded cartridges. Other brands of ink cartridges and ink supplies are not compatible and, even if described as compatible, *** not function properly or at all. Epson provides information about the design of the printer on the box and in many other locations and materials included with the printer and on the website.

  Epson periodically provides firmware updates to address issues of security, performance, minor bug fixes and ensure your printer functions as designed. These updates *** affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functions prior to a firmware update *** not continue to function. 

  Best regards,

  The Epson Team

  Customer Answer

  Date: 08/28/2023

  I'm not asking you to refund the cost of the cartridges.  I'm asking you to refund the cost to replace the printer.  It worked fine for 5 years.  I bought it outright!  You disabled it until I downloaded software that now does not allow me to use the cartridges that I choose.  You basically, came into my house, disabled my printer and are holding it ****** until I go out and buy a specific product of yours.  You are trying to blackmail me into paying to use the product I bought outright.  YOU DISABLED IT!  YOU ARE EVIL!

  

  Business Response

  Date: 08/29/2023

  Thank you for contacting Epson America.

  Epson does not provide refunds.

  The printer is designed to work only with genuine Epson-branded cartridges. Other brands of ink cartridges and ink supplies are not compatible and, even if described as compatible, may not function properly or at all. Epson provides information about the design of the printer on the box and in many other locations and materials included with the printer and on the website. 

  Best Regards,

  The Epson Team

  Customer Answer

  Date: 09/07/2023

  This immoral and unethical corporation sold me a product that worked fine with the cartridges I bought.... Up until the day they disabled the product I purchased.  My product was disabled by a software update alert that disallowed my use of the product I BOUGHT until I installed the update.  This update, then disabled MY printer until I went out and replaced ALL of the cartridges I HAD BOUGHT AND PREVIOUSLY USED WITH NO PROBLEMS FOR FIVE YEARS.  THEY EFFECTIVELY, CAME INTO MY HOUSE ELECTRONICALLY, DISABLED A PRODUCT I HAD PAID FOR AND USED WITHOUT PROBLEM FOR FIVE YEARS.  This corporation is corrupt, immoral and unethical.  I have purchased a new printer, will not pass their printer (basically they think it is theirs since they can control it by stealing it electronically) on to anyone else so that no one else is forced to buy their cartridges.  Epson has lost my business and I will tell everyone I know of their immoral, unethical behavior through reviews and personal contact. 

   

  SHAME ON EPSON!

   

   

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased new Epson printer off Amazon. Did not open until after Amazon return window expired. New printer is defective and will not even open to allow ink cartridges to be installed. We did not even open any of the ink cartridges. Registered product on Epson website and they show the printer is covered through 02-24-2024 and could not find link to start RMA. Sent contact form to ask about RMA and they provided a phone number. Representative on phone said that because we did not purchase through an approved vendor, that they would not stand behind their product and approve an RMA. Shouldn't matter where I bought it if it was new out of the box and it doesn't work. The company should warranty their printer if I registered it and it is under warranty.

  

  Business Response

  Date: 08/28/2023

  Thank you for contacting Epson America.

  As stated in our warranty agreement, Epson America, **** (Epson) warrants to the original retail purchaser that the Epson printer covered by this limited warranty. This warranty is not transferable.

  The customer provided a proof of purchase showing a third-party seller through Amazon. Epson does not honor third-party purchases for warranty purposes. The customer must reach back out to the place of purchase.

  
  Epson WF-**** Warranty Agreement:
  

  ************************************************************************
  
  

  Best Regards,

  The Epson Team

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an Epson customer for over twenty years. My printer recently stopped working out of the blue. I called tech support for help. My most recent experience with Epson customer service was awful. They would not assess the technical issue. They turned me away so I requested a supervisor who asked me to submit proof of purchase and photographs of the printer. I submitted the documentation and never heard back. When I called I was told the printer was out of warranty. I believe this printer had a defect because this specific model is not even available in stores. I don't believe that tech support ever assessed the damage. I never received advice on what to do to troubleshoot the problem. The supervisor promised to try to find a replacement printer for me. This printer was hardly used.

  

  Business Response

  Date: 08/22/2023

  Thank you for contacting Epson America.

  We will reach out to the customer directly for assistance.

  Best Regards,

  The Epson Team

• Initial Complaint

  Date:08/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 05/11/2023, I purchased an Epson XL7100 printer from Staples in ***** **. I also purchased a 4 year service plan with Asurion even though Epson provides a one year guarantee on performance. From the beginning of using this printer, paper jams constantly ( I have tried different brands of paper), the electric plug in the back of the machine keeps falling out when no one is even touching the printer. It has basically been a nightmare. I use the printer for home use and some business use and it is nothing but aggravation. I called Asurion and after being routed to 2 people overseas, they re-routed me to Epson. The first person I spoke to at Epson could not help me and I requested a supervisor. After waiting on hold for a prolonged time a supervisor came on the phone and gave me 2 options. #1 They said the printer was defective and they could ship me a new one and I could send this one back. While that *** have been suitable, they wanted a credit card. I told them I would not give a credit card to someone overseas as there was too much fraud going on today. #2 option. I could box up this printer and send it to them and when they received it, they would send me a new one. I told them I could not do without a printer for a week or more and that would not be suitable. I told them that this printer is obviously defective and I wanted either a complete refund or partial refund. I was told they could not do that. I do not understand as when you buy something defective, you should be entitled to a refund.

  

  Business Response

  Date: 08/23/2023

  Thank you for contacting Epson America. 

  Epson does not provide refunds.

  As stated in Epson Warranty Agreement, Epson has two warranty exchange options:

  1st: Whole Unit Exchange Epson will ship a replacement printer to you, freight prepaid,
  as long as you use an address in *****************, ******, or ***********. You are responsible for securely packaging the defective unit and returning it to Epson within five (5) working days of receipt of the replacement. Epson requires a debit or a credit card number to secure the cost of the replacement printer in the event you fail to return the defective one.

  2nd: Return for Exchange Epson will cover the cost of the shipping and you will need to provide the shipping box and packing materials. You send us your original product first and when we receive it, we will ship a replacement unit back to you. No credit card hold is required but the process does take 5 to 7 business days from the time your unit is received at Epson.

  To proceed with the In Warranty options, please contact Epson at ************ select option 1. Our hours of operation are from Monday-Friday 7AM-4PM.

   

  Best Regards, 

  The Epson Team

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This a complaint about Epson printers. I understand that computer printers are a pure scam. You can get the printers for next to nothing, but then you are stuck with purchasing expensive cartridges. Had a ***** printer and had bought multiple packs of cartridges at the same time. They were being clearanced at *********** This lasted for many years since we do not print a lot, but when we ran out of cartridges I had to buy new ones and they were over $100 for the printer. So I bought a new Epson printer (WF-2860) $80 and I could get cartridges at ***'s for$50 so felt it was a better deal. The cartridges were much cheaper then *****. Unfortunately the Epson printer just broke, clearly some sort of firmware problem. Epson replaced the printer with a wf-****. I went to take the relatively new cartridges from the old printer and they are incompatible with the new printer. Now it is far cheaper to throw away the printer then to buy cartridges for the printer. That is why you can all the printers you want for free. Now I am stuck. I did not get to use the epson 202 cartridges that I have and have to dish out over $100 to buy cartridges for the replacement printer. Epson has furthered the printer scam that the public is well aware of. When you get an Epson printer you have to buy cartridges, but before you can even use the cartridges up the software creates an error rendering the printer useless. The replacement for the printer will not let you use the expensive cartridges you have bought for the printer you bought and now you have to go out and buy different expensive cartridges. It would actually be cheaper for me to buy a new Epson printer that takes the cartridges I have, then to buy the cartridges for the replacement Epson printer. These printer manufactures are expert at scamming the public. This is just another scam. I feel Epson should provide not just a replacement for the printer, but also replacement for the cartridges I can no longer use!

  

  Business Response

  Date: 08/11/2023

  Thank you for reaching out to Epson America.

  A representative has called the customer to resolve the issue.  If the customer has additional questions or concerns, he may contact **************, option 2.

   

  Sincerely,

  The Epson Team

• Initial Complaint

  Date:08/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My epson printer has been designed to not allow me to print in black ink, just because another color (blue or yellow or red has dryed up) I never ever need to print in those colors, yet Epson has put software into my printer to have it not work at all unless i keep endlessly purchasing those other colors,, I have been doing that, and while i never use the other colors, they only dry ** in their cartrigdes each year to again render my printer useless.. I had enough of this type of scammy practices, i AM NOT BUYING ANYMORE COLOR CARTRIDGES that i DO NOT NEED.. Either make my printer print in black and white the way it supposed to or send me a new unit that will do so

  

  Business Response

  Date: 08/07/2023

  Thank you for reaching out to Epson America.
  
  To keep the print head clear and ready to print, the printer uses a small amount of ink from all the cartridges whenever it prints. Even if you select Black/Grayscale or Grayscale, some color ink is still being used.
  
  Sincerely,
  
  The Epson Team

  Customer Answer

  Date: 08/07/2023

  When i was on my orginal printer firmware,, it did not do this, and it allowed me to print in black with the other colors being empty.. After a firmware

  update, it started not allowing it anymore..   This was done just to force me to keep buying addtional color cartridges that i dont want or need...  There is no way i am going to keep buying 3 addtonal colors every year or 2 just to keep printing in black,,   

  

  Business Response

  Date: 08/08/2023

  Thank you for reaching out to Epson America.

  To keep the print head clear and ready to print, the printer uses a small amount of ink from all the cartridges whenever it prints. Even if you select Black/**************;or Grayscale in the printer software, some color ink is still being used.
  Epson printers contain a permanent print head that needs to be charged with all colors to work. Even when you are printing black text only, a small amount of color ink is used to keep the print head charged. The print head needs to be kept charged to prevent air bubbles from entering and damaging the print head.

  
  Therefore, once one of the cartridges is expended, the printer signals you to replace the cartridge for printing to continue.

   

  Sincerely,

  The Epson Team

  Customer Answer

  Date: 08/11/2023

  I purchased all the Epson colored inks 1.5 yrs ago and I have not used them at all.  I even remove them once every 2 months to shake them, and they are still now almost all spent.   Sorry but your machine is desgned only to scam customers..  there's no excuse that you can tell me to justify me having to buy every color cartridge every year just to print a few times a yr in black only.   It's cheaper for us occasional printers to have it done at the store than to own one of your scammy machines

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/31/2023 I purchased an Epson ET-**** printer at ********** in ************, **. On 8/1/2023, I completed setting it up and created an account with ********************** to register my printer. I was prompted to enter the serial number and date of purchase. When I went to the Product Warranty Information page for my printer, the warranty period displayed is Start Date: 11/14/22 and End Date: 01/12/24. Obviously this is not correct.After randomly trying several phone numbers, I eventually found someone at Epson, who suggested I hang onto my sales receipt in case I need warranty work. When I pushed back, she asked me to email a copy of the sales receipt, which I did along with screenshots of the package label, the serial number and the webpage with the incorrect information.When I called back as instructed, I was eventually told that they cannot fix the information on the website and that I will need to retain my sales receipt in order to get warranty service if needed.All in all, I have spent almost two hours today trying to get this resolved to my satisfaction. I asked for confirmation that my warranty is good for a year from yesterday and am still waiting for the email. This does not leave me with a warm and fuzzy feeling that if/when I need warranty work, Epson will step up.

  

  Business Response

  Date: 08/02/2023

  Thank you for contacting Epson America.

  We regret to hear the difficulties you encountered with our Support team.
  
  We have updated the warranty for your ET-****. Please allow ***** hours for the new warranty end date to update on our website.
  
  You can view your warranty status at the following link:
  
  www.epson.com/warranty
  
  

  Best Regards, 

  The Epson Team 

  Customer Answer

  Date: 08/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************