Business ProfileforLexmark International, Inc.

This is the worst support experience I have ever had in my 30 years as an IT professional. The City purchased 2 Lexmark CX825ade units. Neither of them have a working fax which our Court relies on heavily due to 3rd party systems that require the faxes for our process. The support case with Lexmark has been escalated for almost 3 weeks. Their support never returns my calls, then they close the case and say they called multiple times but there is no record of these calls, nor did they leave a voicemail, nor did they send an email. I contacted Lexmark parts department independent of the case and just asked if I could purchase 2 Fax cards (since the ones in these units obviously are defective). They immediately transferred me to their support,, who doesn't fix anything. Our local distributor rep tried to contact someone at Lexmark to inquire and was also stonewalled. I tried to return the units but I didn't keep the original packaging. This would have been very hard since it came on a pallet with custom cardboard wrapped around it, metal banding to hold it all together. My current attempt at a solution.....I have contacted a local repair company in hopes that we will be able to receive a fax at our Court. We paid $10,000 for these 2 units and I can assure you that I will never purchase another Lexmark, nor would I recommend anyone should have to go through what they have put me through, and they think that this is acceptable service?