Question:
I bought an Epson printer new in the box from a trusted seller on eBay. However, Epson tech support claims my warranty is invalid because the serial numbers don’t match, even though my warranty is good until March 2023. They refuse to honor the warranty after an update caused issues with my printer. Is there anything I can do to resolve this besides taking legal action?
Answer:
Here’s what I usually recommend in situations like this: If Epson tech support asks where you purchased the printer, the best response is to say it was a gift. This approach avoids unnecessary complications about the purchase source, such as eBay. Additionally, make sure to register your printer’s warranty directly on Epson’s website. If you’re unsure how to do this, reinstalling the printer driver will often prompt the registration page during setup. Once the warranty is registered, future interactions with tech support will typically be smoother, as the system will confirm your coverage without further questioning.
In some cases, tech support may be unwilling to assist even after these steps. If that happens, you can escalate the issue by requesting a manager or submitting a written complaint through Epson’s customer service portal. While this may take additional time, companies are often more responsive to documented issues than verbal complaints.
Addressing printer issues can be a complicated affair due to the hands-on nature of the problems. We're unable to provide remote troubleshooting, suggestions, or support for printer repairs. However, we offer an in-person evaluation and repair service via our local diagnostic facility (https://bchtechnologies.com/printer-repair-service). Given the high demand, we operate on a first-come, first-served basis, and it might take a few weeks to drop off your printer.
Our services are structured to repair either the entire printer or specific parts, with clear instructions on how to proceed. While our rates may not be the most economical, we encourage self-help through resources like our YouTube channel homepage (https://youtube.com/@bchtechnologies). Using the search function, you can find relevant tutorials or other helpful videos.
