willemvelthoven
RD1 user
later addition: Epson have reacted and replaced my camera. It is still unclear who at epson europe of whitch departement or organisation is responible for the warranty...
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I'm loosing my trust in Epson as a manufacturer because of multiple failures in their RD1 product.
More importantly, I'm loosing trust in Epson as a whole. They don't seem to know what they promise. I'm working for 4 weeks now to get help from Epson. I get confirmations but they don't deliver. I'm still stuck with a broken camera.
I was looking into buying an other premium Epson product: a wide format photo-printer. but I think I have to wait to see how this develops.
This is what (not) happened till now, please let me know if you have any relevant experiences or tips:
Epson Europe promise RD1 buyers that become members of the RD1 user club (by the enclosed form or through website) an additional "Exclusive 1 year replacement service warranty relating to date of purchase".
But they do not deliver (I'm asking them for 4 weeks now!)
My second RD1 developed a serious problem after 5 months. I did not feel like sending my camera in for an unpredictable stretch of time. So I was happy to have the extended warranty from Epson!
1: I went to my dealer. They checked my RD1, confirmed the problem that was not present in their two stock RD1's. They didn't know about any exchange warranty. They called Epson. Still no idea.
2: I mailed to the Epson owners club site. I was mailed back and called back from England. The friendly person on the phone told me that the club website is maintained by a marketing organisation, not Epson. He promised to relay my help request to the responsible persons at Epson. I have not heard from them anymore.
3: I called Epson Europe in Amsterdam myself. The persons on the phone did not know about the warranty. They were nice, called me back several times. Eventually, they confirmed the existence of the extended warranty and told me to call the Epson Germany hotline.
4: I called the Epson hotline. they had never heard of the extended warranty. they were nice. they called me back several times. I sent them a written detailed description of the problem. I got an automatic mail about the repair of my printer(!). I called them again. they called me back again. they were nice again. they confirmed the existence of the extended warranty. they called me back again. they were nice again. they agreed that my camera needs a repair and that I have a right to an exchange. they gave me an RMA. they told me to call Card Services, the company that provides Epson service in the Netherlands.
4: I called Card services. They had never heard about the exchange program (not the person that answers the phone but the boss of their boss. the person you get on the phone after a lot of insisting and explaining) they said the only procedure they know is to have me send the camera to them. they check it and decide whether it needs a repair. if so, they will send it to Germany. and then they don't know what's going to happen but after a non predictable amount of time the camera, or a replacement if int cannot be repaired, will be sent to them from Germany. if they get the camera. they will send in back to me. eventually.
This is the same service as one gets with a $99 printer. only the sending to Germany would not be needed;-)
The two managers that I spoke to at Card services were both polite, friendly and helpful. also knowledgable. One of them told be that he had heard from the extended warranty before. He had tried to find out about it. He could not get any information about it from Epson. He asked me to write the whole story up and send it to him so he could try and find out how to help me.
I'll call Epson Germany and Epson Europe again tomorrow but I am turning in to an unhappy, angry customer. One that owns a truely great but unreliable camera...
Any help would be appreciated.
thank you.
willem@mediamatic.nl
to be continued...
------------------------------------------------------
I'm loosing my trust in Epson as a manufacturer because of multiple failures in their RD1 product.
More importantly, I'm loosing trust in Epson as a whole. They don't seem to know what they promise. I'm working for 4 weeks now to get help from Epson. I get confirmations but they don't deliver. I'm still stuck with a broken camera.
I was looking into buying an other premium Epson product: a wide format photo-printer. but I think I have to wait to see how this develops.
This is what (not) happened till now, please let me know if you have any relevant experiences or tips:
Epson Europe promise RD1 buyers that become members of the RD1 user club (by the enclosed form or through website) an additional "Exclusive 1 year replacement service warranty relating to date of purchase".
But they do not deliver (I'm asking them for 4 weeks now!)
My second RD1 developed a serious problem after 5 months. I did not feel like sending my camera in for an unpredictable stretch of time. So I was happy to have the extended warranty from Epson!
1: I went to my dealer. They checked my RD1, confirmed the problem that was not present in their two stock RD1's. They didn't know about any exchange warranty. They called Epson. Still no idea.
2: I mailed to the Epson owners club site. I was mailed back and called back from England. The friendly person on the phone told me that the club website is maintained by a marketing organisation, not Epson. He promised to relay my help request to the responsible persons at Epson. I have not heard from them anymore.
3: I called Epson Europe in Amsterdam myself. The persons on the phone did not know about the warranty. They were nice, called me back several times. Eventually, they confirmed the existence of the extended warranty and told me to call the Epson Germany hotline.
4: I called the Epson hotline. they had never heard of the extended warranty. they were nice. they called me back several times. I sent them a written detailed description of the problem. I got an automatic mail about the repair of my printer(!). I called them again. they called me back again. they were nice again. they confirmed the existence of the extended warranty. they called me back again. they were nice again. they agreed that my camera needs a repair and that I have a right to an exchange. they gave me an RMA. they told me to call Card Services, the company that provides Epson service in the Netherlands.
4: I called Card services. They had never heard about the exchange program (not the person that answers the phone but the boss of their boss. the person you get on the phone after a lot of insisting and explaining) they said the only procedure they know is to have me send the camera to them. they check it and decide whether it needs a repair. if so, they will send it to Germany. and then they don't know what's going to happen but after a non predictable amount of time the camera, or a replacement if int cannot be repaired, will be sent to them from Germany. if they get the camera. they will send in back to me. eventually.
This is the same service as one gets with a $99 printer. only the sending to Germany would not be needed;-)
The two managers that I spoke to at Card services were both polite, friendly and helpful. also knowledgable. One of them told be that he had heard from the extended warranty before. He had tried to find out about it. He could not get any information about it from Epson. He asked me to write the whole story up and send it to him so he could try and find out how to help me.
I'll call Epson Germany and Epson Europe again tomorrow but I am turning in to an unhappy, angry customer. One that owns a truely great but unreliable camera...
Any help would be appreciated.
thank you.
willem@mediamatic.nl
to be continued...
Last edited:
