Phaser 8400 dp guarantee

[papiste]

I live in the Caribbean.
In September I bought a Phaser 8400 dp. The local Xerox man brought the machine round but after a couple of days, I started getting the error message 06,000.41. At the same time I realised that the machine, far from new, had already printed some 9000 pages. I kicked up a fuss and a week later the delivery man brought round a 8400 n. I was left to uninstall the old machine and install the new machine.
Although the local Xerox people promised me a dp card within a week, it was only after I had contacted Xerox head office in Paris, France that I got the dp upgrade - in January, four months after having paid for the dp.
The machine is beginning to play up.
Can I reasonably expect the local Xerox people to prolong my guarantee, so that it covers a year with the dp ?

 

[nicksims]

far from new"- Is it safe to guess that you bought the machine new? You definitely have some room to complain, and very loudly!

If you have proof that you bought a model dp and it was replaced with a different model, you have every right to be angry with the "Xerox man" and expect some extensions on the warranty based on when it was "upgraded" to a dp- or returned to the way you paid for it. If not, you should get some money back for the difference in price between the models.

Raise the discussion quickly before they try to find a way out of helping you.

I'd be pretty ticked off if I were you. My guess is it is the local Xerox man running his scam as opposed to Xerox corporation. I do not work for Xerox in any capacity, I just own an 8400. I've never gotten the feeling that they've been anything other than "proper" with me on a few issues.

This is just my opinion and is based on your having bought a new DP model instead of new or rebuilt in some way.

Good luck.
Nick

 

[marty5261]

Sounds like he sold you his demo model but did not gie you the details as such. You definately should contact Xerox and speak to someone in the CAT team, Customer advocasy team, they normaly will have alot of pull to get things straightened out.At teh very least I would ask them for a 2 year onsite service as the 8400 came with depot level warranty for 1 year. Sound like you got the DP model you originally wanted you should get some back end componsation for the aggrevation.

 

[papiste]

In December, I wrote to Xerox at 800 Long Ridge Road Stamford, Conn. 0690 but have never received a reply.

How do I contact the Customer Advocacy Team for the European/French market?

Three weeks ago I was getting light stripes despite the fact the pale stripes test page was perfect. I contacted Xerox here - the machine is still under guarantee - and had no word from them. When I phoned back the following Wednesday, I was told I had an oustanding bill of 700 euros.

That the Xerox dealership makes a mistake in its accountancy I can understand. That they haven't got the decency to contact the customer to tell him there is a problem I find astoundingly cavaiier.

At a time when Xerox has such a marvellous entry level machine as the 8400, I find it amazing they tolerate such customer hostile behaviour.