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Geek Culture / Samsung customer support -- NOT! (Long rant)

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hyrichter
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Posted: 25th Feb 2008 20:56
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I figure I need to vent this somewhere, and maybe get a lot of bad PR out there about Samsung.

Anyway, here's what's happened......
I bought me a Samsung Color laser printer last year in March sometime. (CLP-300). It's been a great little printer until last week. It ran out of black toner, so I bought a replacement and put it in. All seemed fine then. Well, a couple days later, it says that no black toner is installed. I take it out and reseat it several times, and finally it recognizes it. But now, it says the imaging unit is past its lifespan and I have to replace it. I look in the printer info, and it claims that the imaging unit has processed 262145 pages!

So, I call Samsung's customer support to see what sort of warranty I can get on it. Well, after telling them the problem, their answer is basically, "It's a consumable part and past its lifetime. We have no way of proving how much you've sent through your printer." This is a bunch of BS, since the trasnfer belt and the tray pickup say they've processed around 2500 pages or so, which is definitely reasonable.

So, basically, my warranty is worth absolutely nothing. BTW, this "consumable part" is the entire imaging unit, which costs around $100 to replace. It's not like I can't afford it; I'm just more than pissed off at their crappy customer service. It's their stupid sensor that's screwed up the imaging count.

This also led me to another little rant with the supervisor about how absolutely stupid it is for printer manufacturers to install these chips, etc. in their cartridges that render your entire printer useless once it thinks it's out of ink or toner. I let him know my feelings that it shouldn't shut down the whole damn printer just because it thinks it's out of ink or the imaging unit is getting worn or whatever. I can decide for my own self if it's out of ink/toner -- I won't see anything on the page. I tried explaining to him that my car shouldn't suddenly shut-down once it reaches 250000 miles or whatever. I should still be able to use it as long as I see fit, smoking, rattling or whatever, but just DON'T DISABLE THE F&#*&$&#*q($)&*(#*)(yy*(#$*()& THING!!!! (Sorry about the rant.....)

Anyway, I'm sure most everyone else could share their frustrations about todays printers. I told them how fed-up the general public is of their stupid ideas. I tried not to get after their customer support people too much, as they're just following their policies, but I did really let them know my feelings about the people responsible for the current stupid ideas of completely killing a product just because some part might be nearing the end of it's useful life.

Anyway, rant over for now.


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Agent Dink
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Posted: 25th Feb 2008 21:22
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Printers are the bane of my existence. I feel your pain.

Funny I am trying to get a job in a tech department at a hospital working with printers and copiers.



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tha_rami
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Posted: 25th Feb 2008 23:06
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I actually sold one of those at work last week. Now I feel bad.


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NeX the Fairly Fast Ferret
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Posted: 26th Feb 2008 00:04
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It often seems silly to me that we can create vehicles often capable of 40000 miles without fault, yet we cannot create a printer that can produce 40000 pages without fault.


I fail at life. No, really.
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Keo C
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Posted: 26th Feb 2008 00:29 Edited at: 26th Feb 2008 01:43
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I got a free Dell printer with my PC when I ordered it around Christmas. It died in three months. Went and ordered an HP Printer and have been happy ever since.

(Edit) Fixed to a typo to die for.


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Agent Dink
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Posted: 26th Feb 2008 00:36
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Quote: "I died in three months"




Keo C will be missed

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5Louiz
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Posted: 26th Feb 2008 00:42 Edited at: 26th Feb 2008 00:43
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Quote: "I died in three months. Went and ordered an HP Printer and have been happy ever since."


Imagine the scene: a zombie comes from its grave and buys a printer. haha Joking.

Edit:
oh ^^ Agent Dink beated me.

That sucks. Some sellers treat consumers as if they are asking for favours. It looks like their eyes can only see rules, because talking to people is not convenient. I passed through a similar situation too. >_<

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Jess T
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Posted: 26th Feb 2008 00:43
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Be glad that it's not a HP or Xerox printer you're using!

They use Printer ID Encoding - so every page you print can be traced directly back to your printer!

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Jrock
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Posted: 26th Feb 2008 01:23
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I've never had a problem with Epson, therefore I usually buy those.

I have had mine for a good two years and only had to replace ink (as far as "repairs" go).

I agree with NeX, by the way.


Practice makes perfect. But if nobody is perfect, why practice?
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BiggAdd
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Posted: 26th Feb 2008 01:25
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Quote: "It often seems silly to me that we can create vehicles often capable of 40000 miles without fault, yet we cannot create a printer that can produce 40000 pages without fault."

In my honest opinion a printer of todays standards is far more complex than a car.

Getting an engine to turn 4 wheels is a lot easier than getting a tiny drop of ink on a specific place on a bit of paper.

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hyrichter
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Posted: 26th Feb 2008 01:29 Edited at: 26th Feb 2008 01:32
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Quote: "I actually sold one of those at work last week. Now I feel bad."


Don't feel bad about it. It's a great printer. I just wish they'd actually honor their warranty. They said they'd warranty the imaging unit if it was under 10000 pages, which it is, but it's counter's just been FUBAR.

I wish they'd build printers like a few years ago. We've got an HP Laserjet 1012 (discontinued now), and I absolutely love the thing for just standard B&W printouts. It doesn't have any of this "Smart-technology" crap on it. It just prints, and when it starts running out of toner, you know because the pages get faded. But, you can still take it out, shake the toner around and get a few more prints while you get some more toner ordered. What's really cool is I can get generic toners for about $25 a piece, and they last a good 2000-3000 pages.

Quote: "I've never had a problem with Epson, therefore I usually buy those."


I have, and I've pretty well decided to never buy ANY inkjet again. My main problem was the nozzles getting clogged up because I often go for long periods of time without printing anything. I went through about 5 Epson inkjets.

Edit:
Quote: "In my honest opinion a printer of todays standards is far more complex than a car."


How can you honestly say that? It's a lot more than just spinning 4 wheels. What about something as "simple" as an automatic transmission? What about the computer controlled suspension in the newer cars. Not to mention all the stuff which is controlled by your vehicle's computer.

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BiggAdd
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Posted: 26th Feb 2008 01:36 Edited at: 26th Feb 2008 01:38
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Quote: "They said they'd warranty the imaging unit if it was under 10000 pages"

Quote: "I look in the printer info, and it claims that the imaging unit has processed 262145 pages!"


If the printer info says this, You've got no chance of claiming on your warranty.

They don't know what you have been using your printer for.

But like you say, if the belt etc say otherwise, no idea what their problem is.

Also the whole shutdown thing is a little silly.

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BiggAdd
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Posted: 26th Feb 2008 01:42 Edited at: 26th Feb 2008 01:44
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Quote: "How can you honestly say that? It's a lot more than just spinning 4 wheels. What about something as "simple" as an automatic transmission? What about the computer controlled suspension in the newer cars. Not to mention all the stuff which is controlled by your vehicle's computer."


Given the money, you could build a car or even a plane, motorcycle or a boat without much knowledge.
You'd have a hell of a job building a printer though.

Yes, cars today are a lot more advanced, but if you strip them down to the simple components, they are pretty simple. Even a plane is pretty simple.
A computer printer however is a lot more advanced in its early stages.

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Benjamin
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Posted: 26th Feb 2008 02:01 Edited at: 26th Feb 2008 02:03
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Quote: "I've never had a problem with Epson, therefore I usually buy those."

We had an Epson printer before, but £20 a cartridge (with 4 cartridges to buy = £80) is just a bit expensive. And if it runs out of colour ink it refuses to even just print in black and white. We now have a Brother laser printer. It's fine until you want to print more than 7 pages at a time, as the paper curls at the sides and pushes the other pieces off.

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tha_rami
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Posted: 26th Feb 2008 02:34
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We're using a HP Photosmart C6180, I think. Inktjet, 6 cartridges at $9,99 each. Quite cheap in use, really, never had any trouble with it and it works perfectly. Scanning, faxing, copying, printing, wireless and ethernet enabled, can even print through Bluetooth.


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Agent Dink
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Posted: 26th Feb 2008 02:38
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Quote: "can even print through Bluetooth"


Yay, now even printers contribute to cancer!!

I'm just jokin'... kinda!

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tha_rami
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Posted: 26th Feb 2008 02:40
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Actually, I think Bluetooth is one of the few wireless technologies that has no proven health risks.

Quote: "Bluetooth headsets (which amount to sticking a small radio in your ear canal) have not shown to have any dangerous effect either, but few (or no) studies have been made on this topic."



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Agent Dink
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Posted: 26th Feb 2008 03:00
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I read that they are just as bad, but who knows. We're pretty screwed whether we have this stuff in our house or not nowadays with all the cell towers and everything else

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Kentaree
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Posted: 26th Feb 2008 15:04
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Quote: "Actually, I think Bluetooth is one of the few wireless technologies that has no proven health risks."


I don't think any wireless technology has proven health risks, every 2 months a study will come out claiming it's harmful, and then 2 months later another one will dispute that etc.

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Zappo
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Posted: 26th Feb 2008 15:59
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Perhaps printers are designed now-a-days to stop before they completely fail to help prevent damage to other parts inside. It wouldn't be so bad if your car stopped just before completely running out of fuel to prevent all the crap in the bottom of your tank being sucked up and destroying your fuel pump, filter or injectors.

I take it you did use a brand new (not reconditioned) real Samsung toner cartridge?


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Benjamin
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Posted: 26th Feb 2008 16:17
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Quote: "every 2 months a study will come out claiming it's harmful, and then 2 months later another one will dispute that etc"

So true.

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David R
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Posted: 26th Feb 2008 21:09 Edited at: 26th Feb 2008 21:15
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Quote: ""It's a consumable part and past its lifetime. We have no way of proving how much you've sent through your printer.""


Do you not have any dated proof of purchase info that could help? If you could get the date the printer was brought on a receipt etc, I'm certain that you could give them enough reason to believe that it was not possible for you to print so many pages in such a timespan. ~262,000 pages in just under a year seems quite unreasaonable for a relatively small (non-enterprise scale) printer to 'sanely' do, so I reckon that could help sway your argument at least a bit

EDIT: For reference, in order to print 262k pages in a ~1 year timespan, you'd have to print roughly 718 pages per day for the full year


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5867Dude
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Posted: 27th Feb 2008 18:03
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Quote: "HP Photosmart C6180"

And I have one too

They're awesome printers!


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tha_rami
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Posted: 27th Feb 2008 20:42
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Yeah, totally rules .


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