Pretty Colors, works poorly under pressure
Written: Feb 25 '00
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Pros: print quality
Cons: tech support, rampant problems.
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| larsoncc's Full Review: Xerox DocuPrint NC20 Inkjet Printer |
Welcome to the enigma that is Xerox. On one hand, you have beautiful color, crisp 1200 dpi quality, DHCP networking support, and a setup that looks clean and compact.
But on the other hand, you have a severe product reliability issue that can drive you crazy with tech support delays, frustrated end users and a sour taste in your mouth. I have never complained about a product like this before, and I don't enjoy doing this now, but I feel everyone must know about what our company is going through with the DocuPrint NC60.
My company purchased the Xerox NC60 printer for $2000, a lower sum than the cost of an equivalent Hewlett Packard setup. We were looking for network supported, color laser printing, and overall quality for our marketing purposes.
I'll mention this first: after dealing with this printer for some time, I found out several useful nuggets of information. 1) The printer is a redesign of the NC 55, a product so flawed that it was reengineered from the ground up. This nugget comes directly from the Xerox technition sent to deal with the problem. 2) The printer uses several parts designed for the NC 55. 3) There are only a few people in each area trained in the maintanence of this printer. 4) Many of the people trained to deal with the printer have never actually seen one in use! (can you believe this?!)
Two months into using our printer, we started experiencing frequent paper jams and other problems. I've called tech supp, and generally waited on hold for about 30-45 minutes. The printer has a one year on site service warranty, but it took the technition several days to call us back, let alone come into the office. In the meantime, we were dealing with a printer that smoked when you turned it on. Needless to say, the printer didn't stay turned on.
After our first unsuccessful service call, I asked for a replacement printer. Xerox promptly sat on the request. More than a month into this, I don't have a printer. That's the end result. I've collectively wasted a work week in nothing but phone calls. My company has lost hundreds of dollars because they have to go out of the office to get their marketing materials printed. My personal opinion is that I won't trust a Xerox printer for a long time.
I know that the printer features make for a powerful sell. I ALSO know that my experience might be unique. But I don't think so - the general impression from my discussions is that the service center is back logged, and they've been doing a lot of apologizing. This printer is positively comparable to the HP product when it runs, but run into a problem... and wait. The wait isn't worth it, folks. I am forced to give this printer my lowest rating. My apologies.
Recommended:
No
Amount Paid (US$): 2000
Operating System: Windows
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Epinions.com ID:
larsoncc
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Location: Grand Rapids, MI
Reviews written: 2
Trusted by: 0 members
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