Epson America, Inc. — Local services in Los Alamitos

I am a new Epson customer currently trying to buy a refurbished WFP-4640 printer via the telephone sales department. I paid for overnight shipping for my time critical business presentation while travelling on business and my order was cancelled twice. I cannot even begin to explain how terrible this company is. Look past all the marketing and you will find a soulless corporation that will proudly tell you "we don't need your business"!

The worst part wasn't just that they didn't bother to call me regarding the issue to correct any problems but that the verification department takes all night to verify so I don't know it was cancelled until the next morning then the cycle continues all over again. My mastercard information provided was perfectly accurate and I have never been rejected by a merchant before this. This is not a normal occurrence there is a serious problem with Epson's order verification system.

The two jerks I spoke with at the headquarters Jerron and Leo were absolutely appalling. They each refused to transfer me to a supervisor or to anyone else and claimed I reached the highest level of customer support. They then told me either use a different card or purchase the epson product elsewhere despite the fact that when you call in they proudly state they accept Mastercard.

I called my PayPal business debit card department to find out the issue and they told me they authorized the transaction twice now and were holding up hundreds of dollars which PayPal gladly released back and that the reason it was being denied is because they weren't verifying my 3 digit code on the back which was given to Epson every time. They will claim they can't even divulge to you why you were rejected even if you know exactly why. They make it seem so esoteric and treat you like a fool.

Stay far away from Epson and please take your money to a company that earns it. They are now way too big to care and I wish a swift and impending bankruptcy on them for the error of their ways. I am clearly beyond frustrated for the terrible customer support I received and 3 days of wasted effort.

To sum it up their verification system will turn away perfectly good customers and you will be shocked when it happens to you too.

UPDATE: Turns out there is a higher level rep I could speak with as expected. By calling the direct HQ line (found on this GMaps listing) and explaining my situation to the operator I spoke with Leticia a Senior Customer Service Rep. She looked into the issue and called my back. She claimed some banks like PayPal don't verify customer information by phone during their deeper 2nd level verification process which is only required when the billing and shipping address don't match. PayPal supposedly only verifies customer information electronically and refuses to by phone to protect customers. She admitted that despite their willingness to ship your item worldwide Epson's payment verification is antiquated compared to other merchants. They refuse to play ball with PayPal by only accepting electronic information whereas other merchants have learned that turning away PayPal customers is not good business practice.

We used a different card where the billing and shipping matched and she then pushed it right through finally receiving an order confirmation by email. She will also be informing those other 2 reps about the error of their ways so hopefully no one else will have to go through this. She also did a little something extra to makeup for the service deficiency. Thank You for making Epson's name a bit more palatable to know. I brought my...

Beware of Epson. Don't buy from them! They are scamming customers who buy refurbished products from them. They sell very very old (in my case, 3-4 years old) refurbished equipment factory direct and stack their terms and policies so they are not held accountable for broken lemon units that they deceptively resell to customers. My unit arrived dead on arrival (power didn't even turn on) in a partially damaged/punctured box that protectd it, but, was not in good enough condition to send the unit back. I called them and after 3-calls and about 4-5 hours of waiting on hold and dealing with mostly support from people reading scripts that didn't talk English very well and several dropped calls after waiting on hold for around 30-minutes per call, I was told that they would not send me a replacement empty box to re-ship their dead on arrival unit back to them and that they would not pay for the cost of shipping the unit back to them, either. I was also reminded that they don't refund money on refurbished products. A customer gets better protection from EBAY. This is like a Craigs List scam. A big company like this can mail off very old dead on arrival junk and not act responsibly? Often, when one buys a refurbished product, it is restored at the factory and checked out to be re-certified. I bought a pair of socks and I found a little sticker on the pair of socks with a signature of an employee showing that they inspected the socks before it shipped. My unit was obviously not inspected. It is deceptive advertising. This is like buying an as-is product from a classified ad with no guarantee. But, at least when you do that on EBAY, there are rules in place that won't allow a company or individual from just mailing you dead on arrival junk and not being responsible for it. Epson is shameful. They seperate their phone calls, so, while their support may be excellent for new products, they route your calls to their refurbished division which is designed to wear you down from calling them. They know they are sending you junk and they don't want to stand behind it, so, they wear you down.Hours on hold, disconnected while waiting in cue on hold, support people that can't make a decision to resolve a customer concern, no supervisors available. They want you to give up and absorb the loss. Their corporate office must get lots of calls from upset customers too, because they handle the calls by routing them back to their support from hell waiting on hold phone lines. My advice is to NEVER buy any refurbished product from them. Don't let them dump their garbage on you. I mentioned a box. Litlte thing? Well, to find a secure padded box to hold a big printer or scanner is about $7.00 or more with padding and then the shipping of the heavy box without their bulk shipping discounts, even going ground, is $20 - $30. The thought that a big company can ship a piece of junk that doesn't even turn on and then demand that the customer absorb the loss to send it back to them...

I called for technical support on my workforce 7610. I was routed out of the country, I had have called at least 6 times, only to be put on hold, in which one time, no one ever came back to try to rectify my problem. My whole experience last no more than 6 hours on the phone without a break. It took 6 hours for tech support to talk me through on how to print a 5X7 picture. If this wasn't bad enough. I had to ask the same question at times, no less then two and no more than four.

My whole experience with what I went through was beyond unexceptable, and I know that people, epson customers stateside go through the same thing. I would like someone to be accountable for these type of experiences. I want to know why as Americans why we have to be redirected over seas. Where the phrasing of our language is not understood. Why is it the techs overseas always say they understand, when they absolutely do not!!!! We have enough people that can't communicate properly here, why do we need to be shipped over seas, where the language barrier is worse?

I have a printer that you have to manually program for what you need to have happen, then you need to program manually in printers and scanners the same thing, never mind program what you need to print in the print program.

Why do you need to program your printing job in 3 areas just to get what you want printed? On the old printers and I have had many, you never had to do this. Printing has become to complicated, why can't we go back to where it was simpler?

I called the store as I was requested to do, where I was redirected again. The person that I spoke with could not answer my question about the printer then started to talk about tablets. I asked her what does this have to do with printing? She couldn't answer. I asked her 3 more times, still couldn't answer and I hung up on her.....

Why do we, as consumers have to deal with any of this. Another company who could care less about the people who make theirs lives rich and comfortable.....

Another...