Incident
on 03/07/2008 we purchased a Brother MFC-944CN Color Laser printer from Staples for $699.98 + a 2 year warranty for $54.99. The salesperson was great. He suggested we also purchase the warranty because with it we would have the option to have our product serviced once a year under the warranty. In May 2009 our machine started producing copies with black dust on the finished copy. Printing out contracts and anything in color looked terrible. We went back to the Staples store and meet with the same salesperson who sold us the machine a year earlier, he suggested we purchase a new toner cartridge and that should solve our problem. $200.00 (Toner Cartridge) later, we still have the same problem. The salesperson then suggested we contact Assurance - which is Staples insurance company that we purchased the Warranty from. We contacted them to have a service technician come out and fix our problem. We were told by Assurance that we would be contacted within a few days for an appoinment. About four or fivr days later we received a large 55 lbs. box on our door step. It was a refurbished printer, with a sign on the box which read: \"Return within 3 days to prevent additional charges\". We swapped out our core machine with the refurbished core machine provided to us by Assurance. When I set up the refurbished machine I realized the copy count was over 5,800. That\'s (5) times the usage of the machine we had just returned. The first few copies of papers printed were fine, but then we noticed the same original problem! We called Assurance, to complain about the same problem and we found out that they had made a major mistake. The agent Byron, told me that we should have never been sent a refurbished machine. They had made a mistake!! But since a new machine was provided, now I had to call a company called: Cybertest. This was the company who apparently was responsible for sending out the refurbished machine. After getting in touch with Cybertest on 06/19/2009. I was told that the only thing they could do, would be to send out another refurbished machine. I explained to the agent from Cybertest that it didn\'t matter how many refurbished machines he sent. The problem was that we needed the machine serviced. Cybertest said that they do NOT service machines they only replace them. So, I called Assurance back to see since they originally messed up how where they going to make it right? Well, they didn\'t. I was told by two different agents from Assurance on two separate calls that they could do nothing about this despite the fact they made the error in the first place. At this point I was fumming!! I went to the staples store and spoke withe the Manager on duty - William. Who was very appologetic, but offered no assistance. Apparently his general manager Kevin was in Orlando having meeting with the Assurance people while I was in the store triing to get this resolved. I requested that he call him and have him get an Assurance representative on the phone to try and get this resolved and I was told he couldn\'t do that. So, here I am - filling a co mplaint... This is my first bad experience with Staples, but they do not stand behind what they sell nor do they have personnel in place to effectively handle these problems. So, today I reguested that William refund me the amount of the printer and the warranty that we payed for and he said he would have to wait for his general manager to get back into town before anything, if anything could be done. He was told that on a store level there was nothing Staples could do... So, there you have it. My problem. HELP!!!
Damage Resulting
As a result - I have not been able to print out business contracts in color. We have not been able to make coppies to give our customers and this has been real problem. I still can\'t believe that Assurance admitting wrong doing on their part, but refuses to make things right?
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