Do you think it's wrong for companies to do this?

[jtvang125]

Our IT department just bought a brand new Lexmark laser printer to replace an aging one. Turns out this printer kept having a fan error and caused the printer to hard lock. Called their tech support, which was horrible, and had another one shipped out. Of course this one wasn't new (minor scratches and imperfections). It turns out this printer was having the same problem so I had to go through the same BS cycle again. The printer that came in today (another refurbished) finally worked.

I think it's wrong for a company to send out refurbished products to replace one that you bought new. If this was for me I would of complained but it was for the company.

 

[SirStev0]

it is garbage... but that is how the system works...

 

[ch33zw1z]

It's not "wrong" exactly, but at least you have one that works now btw, which model you get?

 

[Zolty]

Why is your IT department forced to buy lexmark, give them more funding stat!!

 

[Reel]

I had a fight with Dell over a monitor in this case. The refurbished one was bad too so I made them give me a new one.

 

[AnyMal]

That's what you get for being cheap and buy godawful Lexmark crap.

 

[Linflas]

When it is a brand new product yes. On the other hand if one of my Seagate drives dies during year 2 I understand why they would send me a refurb rather than a brand new one.

 

[ch33zw1z]

I'm gonna go ahead and defend Lexmark a little here. Some of the Laser printers chug right along, churning out thousands of copies before needing service. Others, not so good.

 

[jtvang125]

Originally posted by: ch33zw1z
It's not "wrong" exactly, but at least you have one that works now btw, which model you get?

T642

Originally posted by: Zolty
Why is your IT department forced to buy lexmark, give them more funding stat!!

We have a mix of HP's and Lemarks. Each has their own share of problems but HP overall has been more reliable. If I was in charge it'd be strictly HP.

 

[TheKub]

Originally posted by: jtvang125
Our IT department just bought a brand new Lexmark laser printer to replace an aging one. Turns out this printer kept having a fan error and caused the printer to hard lock. Called their tech support, which was horrible, and had another one shipped out. Of course this one wasn't new (minor scratches and imperfections). It turns out this printer was having the same problem so I had to go through the same BS cycle again. The printer that came in today (another refurbished) finally worked.

I think it's wrong for a company to send out refurbished products to replace one that you bought new. If this was for me I would of complained but it was for the company.

Sucks that they give you a referb but I don't really think its wrong, your product was used. What I have a problem with is when you buy a new product that DOA and then you get a referb for replacement.

 

[ch33zw1z]

Originally posted by: jtvang125

Originally posted by: ch33zw1z
It's not "wrong" exactly, but at least you have one that works now btw, which model you get?

T642

I don't have to much experience with 4061's, but the 4060's are solid printers. many pharmacy's use them.

 

[hanoverphist]

if i purchased something new and it didnt work out of the box, i would be asking for the difference in price back for a refurbished one. if it was a situation like with my old laptop and winbook, i sent in a p100 with 16mb ram because it "just stopped working" after 5 years and out of warranty. they have a program for out of warranty repairs, $450 and they will fix/ replace anything except the display. well, they ended up sending me a P2 300 in its place since the other was so outdated. it had similar HDD probs and lasted a week. sent that back under the same warranty, they sent me a new P2 450 instead. this one scratched the display on it in shipping from the keyboard being installed incorrectly and wouldnt boot to windows, so they sent me a P3 500 Z3 series laptop. it was as close to new as i could get at that point. it worked perfectly, even for a refurb. i still use it. so in that case, i was ok with refurbs replacing something i paid full price for.

 

[Yreka]

IMO, within 30 days you should get a new one. After that, refurb is ok.

 

[KarenMarie]

I think it is a disgusting practice.

But when we buy a product, we are basically agreeing to their terms of sale.

I bought the Logitech Revolution mouse when it was $100. (I know they are cheaper now) and it had issues right out of the box. I went thru the whole Logitech Tech Support rigamorole and after about 10 days of email correspondence, they decided that it was, in fact, faulty. They gave me a choice of my money back (if I provided a receipt) or a replacement. I told them point blank that $100 was a lot of money to spend on a mouse, an item that ppl give away or sell for like $5.00 and if it was there intention to send me a refurb, I would just take my money back because there was NO WAY that I was gonna spend $100. for a refurbished mouse.

They send me a brand new mouse.

 

[b0mbrman]

Originally posted by: jtvang125
Our IT department just bought a brand new Lexmark laser printer to replace an aging one. Turns out this printer kept having a fan error and caused the printer to hard lock. Called their tech support, which was horrible, and had another one shipped out. Of course this one wasn't new (minor scratches and imperfections). It turns out this printer was having the same problem so I had to go through the same BS cycle again. The printer that came in today (another refurbished) finally worked.

I think it's wrong for a company to send out refurbished products to replace one that you bought new. If this was for me I would of complained but it was for the company.

What does the contract say?

 

[Koing]

Within the first say month they should replace with a new one imo. But afterwards a refurb is okay as you have used the product. Maybe 2-3months after they should start sending out refurbs?

Koing

 

[Schfifty Five]

Why bother going to the manufacturer for defects with 30 days of purchase? You should just return/exchange it at the place you bought it.

 

[AgaBoogaBoo]

You paid for a product that should be in working conidition and to use it as the product is intended. As of now, they still have not fulfilled their side, they sent something that doesn't work as you want. It's up to them to fulfill this agreement because as far as I can see, they haven't sent the right product yet. You are in the right and shouldn't have been sent a refurbished one. Not sure if you have the time to be dealing with a printer issue like this, but if you do, stick it to them and get what you paid for.

 

[waggy]

if you buy a product that does nto work when you get or die in amonth. you should get a new one.

 

[Josh123]

I got to take home a Dell 2001FP LCD the other day that was our old CFO's, and since it was still under warrenty and had 2 dark spots they sent me a refurb Dell 2007FP A04. It's in perfect condition .

 

[daveshel]

Just plain wrong.

 

[KarenMarie]

Originally posted by: Schfifty Five
Why bother going to the manufacturer for defects with 30 days of purchase? You should just return/exchange it at the place you bought it.

Because many places charge a restocking fee for returns.

 

[Matthias99]

You paid for a product that should be in working conidition

...if they sent you a (working) refurbished model back, with the same warranty coverage, how is this not "in working condition"? The item you returned to them for service was opened/used, and they sent you an open-box/refurb unit back.

I agree that within a short timeframe after purchase it would be nice to get a new unit instead of a refurb/open-box one. But it costs the manufacturer less to send you a refurbished item than to lose a sale of a brand-new one, and in the end you have a working product. It seems reasonable to me that if the item was not DOA and did not fail within a very short time of installation that you would not be able to have it replaced with a brand-new item. If it failed within 30 days, most stores will let you exchange it for another identical item without a fuss.

 

[AgaBoogaBoo]

Originally posted by: Matthias99

You paid for a product that should be in working conidition

...if they sent you a (working) refurbished model back, with the same warranty coverage, how is this not "in working condition"? The item you returned to them for service was opened/used, and they sent you an open-box/refurb unit back.

I agree that within a short timeframe after purchase it would be nice to get a new unit instead of a refurb/open-box one. But it costs the manufacturer less to send you a refurbished item than to lose a sale of a brand-new one, and in the end you have a working product. It seems reasonable to me that if the item was not DOA and did not fail within a very short time of installation that you would not be able to have it replaced with a brand-new item. If it failed within 30 days, most stores will let you exchange it for another identical item without a fuss.

Why should one customer have a product without defects, but since this one was sent one with an issue, he shouldn't be sent a new one?

In the end, they both paid the same, but one ended up with a refurbished product, and the other ended up with a brand new one that worked the first time. Their duty is not over until he gets what he paid for, it's as simple as that.

If you go to a dealership and they sell you a *new* car, but it comes with a big dent, so they just offer you a slightly used one, you would argue that, right? Why not in this case? Price difference is not a valid reason.

 

[oogabooga]

within the time frame that you should return the item - new should be in order
within the warranty but outside the time frame that you can return - refurb is okay.

If you can return it as new for cash/credit you should get a new replacement (IE: KarenMarie's mouse, I too wouldn't accept a refurb for that). But outside of that time period if they choose to send warranty I guess that's that.