Top critical review
1.0 out of 5 starsHours of time wasted, printer remains useless
Reviewed in the United States on November 23, 2022
UPDATE: got the new box, same as the old box, still too big. More time on phone never did get resolved. Ended up finding a used HP laserjet printer at a yard sale, bought that and have happily used ever since.
Now whenever anyone offers assurion protection for anything, I simply laugh and decline.
This has yet to be resolved, if it gets resolved I will update.
I really need a printer because I work remotely from home and live in a small town so print services aren’t a thing without a long drive. The printer started giving me an error code for a nonexistent paper jam and it wouldn’t clear.
i started the claim process on the 25th of October. After performing troubleshooting I was told the box will be shipped out for me to send the printer in for repair.
I received the box on the 31st, The box was huge, as wide as my door. I followed the instructions filled out the form (which stated to include all toner) and discovered I had to drop the box off at UPS. Unfortunately it was so big I couldn’t lift it to get it in my car. I called and was told they had scheduled a pick up for the next day.
I slid the box outside and down my front steps to my driveway.
Five days went by.
I called again and they said they could not schedule a pick up however I could wait another week and they’d send out a smaller box, eventually, I called a friend who came over and helped me load the box into her car (mine was too small) and take it to the Ace hardware that is the pickup point for my town.
More time passes. I get a message saying asurion is sending out a box for me to ship them my repair. (That they still have.)
Yesterday, November 22nd, I received the printer back. All the doors and trays had been taped down with blue tape, there is a barcode sticker on the front and an orange dot sticker on the back, I’m overjoyed because needed to print an I9 for new job.
Hooked it up, and it showed the exact same error cthat prompted me to open the claim. I opened the back door and a piece of plastic that appears to have broken off the printer falls out. It has about $70 of what was brand-new toner cartridges, some of which has shaken out all over the interior of the printer. I wipe it up as best I can.
I originally purchased a printer for $230, to replace it with no cost over 600. Because of this I don’t want to be reimbursed for the printer I want it fixed— So I Check the status of the repair online and it says that they’re sending me a box and has an attached document for me to print and fill out. With the printer that they apparently don’t realize had already gone to them and come Back.
I chat in, enter my info, then provide all the information a second time to the agent in the chat, And after much back-and-forth they said they’re sending me yet another box then I can go through the whole rigmarole of calling somebody to help me move the box to drop it off at UPS again.
It was it about that time the battery on my phone died.
I have spent 3 to 4 hours on hold, in chat, or on the phone trying to get this resolved. I made multiple calls over being told they would pick it up then they wouldn’t then I need to call UPS then I didn’t etc.
I got the service plan because I needed a working printer without a lot of hassle. This has been an incredible amount of hassle and nobody I’m talking to seems to have any clue what is actually going on.
I’ve bought asurion plans before but now, knowing what is required, never again. Given toner and time spent trying to get this resolved it would have been far less expensive to drive the hour to take it to a repair person in the nearest city . I doubt I will ever buy an “office equipment protection” plan from them again.