Posted by Anonymous
It is very sad Lexmark customer service and how misleading they are. I was pretty happy with my 5600/6600 series and how it function with very little issue. Recently when i did have an issue with my scanner I called in for tech help. What everyone previously said about the poor customer service is absolutely true. In the begining it was going ok even though i really could not understand the tech that i was speaking to. My tech after expllaining to me if my issue was a software issue there would be no charge, if it was a hard ware issue they/she could not take care of that. I would need to speak to someone else and there would be a charge. Since i did have some difficulty in understanding my tech who repeated what she said several times. I also repeated back to her letting her know that. I understood that if it were a software issue there will be no charge and if not she could not take care of the issue. I called back in 3 hours and suprise got the same tech which i thought this is great.
I gave her my information and she remembered me. First she said the system was not back up yet and after telling her that. This has to be unsual that Lexmark ewuipment would be out for 3 hours a mircale happened. She checked was able to take control of my computer so you could look at the issue. This is were things went bad, this is when you told me. I would be charged. I explain to her that is not what you said earlier, she said i must have miss-understood her and apologized lol. Then she told me it would be over $100. I stop listening then, we went back and forth a bit. I decided to end it, I know what she said and i know i repeated back to her so i would be clear. These techs do get testy with their attitude, so i cancelled our session. My luck was i saw where she went on my computer, did i mentioned that i am not at all computer savvy, anyhow. Something said try and figure it out, guess what i did and with one click my scanner began working. This is more than deceptive to me its criminal. She would have charge me over $100 for one click, REALLY! Lexmark should be ashamed. When ever i need another printer it will not be with Lexmark and that is a shame. Because i really liked my use experience of the product. This is not good business practice at all and at its worst cheating the customer of money.