Printer broken after 1.5 years, only have 1 year warranty according to manufactorer

CheapBrah on 08/04/2015 - 18:41

So my Fuji Xerox printer has an issue in that it isnt working properly after a jam. It seems to take the paper in at an angle and therefore jam every time I try to print.

After contacting Fuji Xerox, I was told that it only has a 1 year warranty and I should go and find my own repairer for it.

This printer retailed for around $500, given that entry level printers start at about $50, I would certainly expect at least 3 years of life from this printer.

We all know the consumer law, but what remedies does the consumer actually have? Previously I have had success when my complaint was in regard to a phone, so I could contact the TIO. In this case, I thought my best bet was Consumer Affairs Victoria, and they basically sent me a letter saying that they cant help and refereed me to VCAT. Going to VCAT, which is basically Victoria's small claims court for those not from Victoria, is not economical in this case.

What are my options?

Computing

Related Stores

fujixeroxprinters.com.au
fujixeroxprinters.com.au

Comments

  • whooah1979 on 08/04/2015 - 18:46
    -1

    They're right. The only rights you have is to make claim in court.

  • [Deactivated] on 08/04/2015 - 18:52
    +1

    Where did you purchase it from? You could try a statutory warranty approach given the price.

    • CheapBrah on 08/04/2015 - 18:58

      officeworks

        • lysp on 08/04/2015 - 22:26
          +5

          Retailers cannot override consumer law.

          He is well within his rights to argue his case as a $500 printer should easily expected to last longer than it has.

          Also its a lot easier for a company like Officeworks to afford a repair/replacement than a home/small business where every dollar counts, so being a larger company they can write it off a lot easier.

        • johnno07 on 09/04/2015 - 23:14
          +2

          Get out of that pathetic "entitled" mentality.

          Ridiculous statement. The OP is potentially (read: almost certainly) legally entitled to a refund.

        • This Guy on 10/04/2015 - 02:16
          -1

          @Son ofa Zombie:

          Do you really believe a company is going to waste money designing two different printer guts when they can just stretch a few parts to print A3?

          I've seen many $10k printers that are slower, have fewer features, less capacity and are less reliable than certain $500 laser multifunction centres.

          Most of the cost is the extra plastic and shipping. And profit. These are business products after all.

        • Hikey on 10/04/2015 - 10:12
          +1

          @Son ofa Zombie:
          We had laser printers from OW here on Ozbargain for $50. I find $500 for a printer is actually quite much and worth following it up. You can expect a $500 printer to last for a couple of years (and therefore probably get it repaired or a refund under your state's consumer law).

        • lysp on 10/04/2015 - 12:26

          @Son ofa Zombie:

          They should be penalised for not following Australian Law. Simple as that.

      • deviant on 09/04/2015 - 22:15
        +1

        have you tried returning it to officeworks?
        i have alot of good service with OW, couple of bad printers etc I just returned no questions asked.

        • edgar28 on 10/04/2015 - 13:14

          my experience with OW and Harvey norman, after the 1st year period, u have to deal with the manufacturer yourself.

          I did that before, and the manufacturer offer to send someone pick up and fix for me for free (under consumer law). But if found it's not part of warranty coverage, you have to pay hefty charges.

  • Sunny84 on 08/04/2015 - 18:52
    +4

    If you purchased with a credit card check to see what benefits you get? My credit card provides an extended year of warranty on electrical goods.

  • trex on 08/04/2015 - 18:52
    +4

    The problem started after a paper jam? Any chance that bits of paper are stuck inside causing it to jam up everytime you print?

    • Cheeper on 08/04/2015 - 19:07
      +1

      My thought also. If there is then it is op problem. Old or incorrect paper use can cause jams.

    • CheapBrah on 08/04/2015 - 19:20

      no, no paper left in there

      • trex on 08/04/2015 - 21:51
        +5

        There might be torn bits left deep inside from the first paper jam? Opening the printer cover may give you a better view. Make sure that the unit is disconnected from the mains and use a flash light to inspect the rollers.

      • Gnostikos on 09/04/2015 - 22:18
        +4

        trex and xywolap are on the money.

        Using nothing but cheap, low-quality recycled paper (while good for the environment) is harsh and abrasive on your printer's feeding mechanisms, spurs and rollers and causes paper dust build-up inside which leads to persistent jamming. I've seen this issue many times.

        Also, upon clearing a jam, if you leave any trace of torn paper bits inside, they can be a nightmare to try and pry free without total disassembly and can easily move freely between rollers/spurs making it difficult to be sure you've actually cleaned all traces of paper out of the unit.

        You need to either thoroughly clean this thing out before you definitively lay the blame on Fuji or take it to a professional printer servicing centre. There are plenty of cleaning guides on the Internet.

        As someone who looked after commercial Konica multi-function units; the amount of abuse and lackadaisical ignorance about cleaning/maintenance/jam-clearing/paper-feeding the average printer is subjected to astounds me and a majority of accelerated wear & tear issues are caused entirely by user incompetence.

  • Davo1111 on 08/04/2015 - 19:18
    +1

    https://www.ozbargain.com.au/node/97598#comment-1331341

    My experience with the NSW equiv of VCAT

    It's a lot of time for a $500 printer.

  • G0thamsghost on 08/04/2015 - 19:22
    +11

    To be honest, there is no such thing as a 1 year warranty any more thanks to Australian Consumer Law.
    For the price, if you believe this item did not last its "Expected Lifetime" you are entitled to a refund, replacement or exchange.
    I actually work in the retail sector and if a customer purchased a $500 item from me, I would be expected to replace it up to about 2 years (there is no definite time line) so it could potentially be longer. (its a case on case basis).

    See this link if it helps you, hey it may even point you in the right direction if you need to contact someone else about it.
    http://www.consumer.vic.gov.au/shopping/warranties/warranty-…

    So (and I know I'm going to get slammed for this, by people that work in this industry) forget your extended warranties, chances are if that TV that you paid over $1000 for breaks 3 years later, it'll still be covered.
    If it happened to me I would expect to get at least 5 years out of it, if I had to I would go down the consumer law track, and I know without a doubt I would win.

    • ozhunter on 08/04/2015 - 20:28

      Extended warranties are frowned upon here.

      See this link if it helps you, hey it may even point you in the right direction if you need to contact someone else about it.
      http://www.consumer.vic.gov.au/shopping/warranties/warranty-…

      I don't think you read the OP.

    • CheapBrah on 08/04/2015 - 20:56

      I realise this. But the issue is what happens if the retailer and/or manufacture say no? There really isn't much recourse for persuing the matter, especially if the item isn't very valuable.

      • ridinkidonk on 10/04/2015 - 23:54

        Please remember that it is completely legal for a manufacturer to only have 12 months warranty with their products, consumer law usually relates to where the contract of sale is so Fuji telling you that you've only got one year is all well and good but you should be going back to the store for the remedies that people are suggesting, they have your money and if you wanted a refund you would need to speak to the store about it.

        Working for manufacturers, people threaten the consumer affairs stuff all the time (that card gets pulled way too often but in your case it's valid, only for the place of purchase however or rather it is more useful there) but it always means next to nothing as we never sell them the product directly.

        You are also entitled to ask for a refund, repair or replacement - the customer can't decide which one actually happens as far as I was aware but someone show me the source if I am wrong. You should definitely try and seek a remedy from Officeworks first before doing anything else, this is where the majority of Australian consumers get the Consumer law wrong and go to the manufacturer instead where all they can get if at all possible is the cost of the depreciated value of the product back, not even a full amount.

  • fruit on 08/04/2015 - 20:15
    +1

    https://www.accc.gov.au/publications/consumer-guarantees-rep…

    Here is all you need to know.

  • BigTed on 08/04/2015 - 20:19
    +2

    CheapBrah you have just come across the fundamental problem with statutory warranties.
    They are all wonderful, until you have to enforce them.
    The reality is that if the item is not particularly valuable and the vendor is not prepared to voluntarily do the right thing the only recourse you have is no recourse at all - because no one sues over an item worth $500.

    • CheapBrah on 08/04/2015 - 20:55

      Exactly the issue.

  • altomic on 08/04/2015 - 20:58

    what model is it?

  • Randxyz123 on 08/04/2015 - 21:03
    -1

    Call them back. Mention consumer law to them, if the nitwit in the call centre doesn't understand then ask for the manager. You definitely have at least 2 years warranty.

    If they aren't helpful then go to officeworks with the printer and replicate the problem (hopefully you have the box still or the original receipt) they should replace it for you as long as you can prove you bought it from them.

    • Davo1111 on 08/04/2015 - 22:31
      +1

      Mention consumer law to them

      mention what? The law is so vague, they just need to say "ok then sue me", they know it's not financially worth OP taking it to court

      • Randxyz123 on 09/04/2015 - 11:07
        +1

        Actually its not that vague but sometimes employees are trained not to mention that you are covered by ACL unless you mention it. I'm fairly sure apple used to do this for example with a computer if you mentioned the law they would oblige but if you had no idea about it they would charge you for the repair.

        My point is call them back and say just casually "shouldn't I be covered for at least 2 years under Australian law?". If they aren't helpful ask to speak to the manager.

        You could also contact them via facebook https://www.facebook.com/FujiXeroxAustralia

        Sometimes the social media teams are much more helpful than anyone on the phone.

  • lemc6125 on 09/04/2015 - 00:45

    I spoke to accc regarding a faulty item outside of warranty just yesterday. She advised pretty much what you already know.
    Step 1. Contact the retailer.
    Step 2. Write retailer a letter stating the problem, what remedy you want and what time frame.
    Step 3. Contact consumer affairs.
    Step 4. Contact VCAT and have the matter heard in court.

    I was referred to section 54 of the competition and consumer act 2010.

    Based on your OP, it seems you already know this.

    If you're strong in your beliefs (and have a well organised argument) then take it to court. If the time spent is not worth it to you, let it be but never buy from that retailer/manufacturer again.

  • Tasmaniac on 09/04/2015 - 01:05
    +1

    Everybody has a mate of a mate that fixes something!. Make few calls and If your lucky it might only cost you $50.

    • DARK KHAOS on 09/04/2015 - 07:37

      Exactly. Could be a simple fix. Get it looked at first.

  • CheepCheap on 09/04/2015 - 08:36
    +1

    a) Write a letter (not email) to the manufacturer. Be polite, brief, ask they consider a repair as a gesture of good will given age, low use etc. Address it to Customer Service Manager or similar.

    b) find the paper pickup rollers and give them a good clean with metho and a cloth or even a ever so slightly dampened with water cloth (lint free). Chances are the pickup rollers can be easily removed for replacement/cleaning.

    c) check the paper tray that lifts the paper to the pickup rollers is lifting evenly, that one side hasn't thrown a spring for example.

    d) go to court

    e) there is no e)

  • ahly92 on 09/04/2015 - 23:08
    +1

    and that's why I only buy most electronics from COSTCO…with lifetime warranty peace of mind!

  • cowiie on 10/04/2015 - 06:10

    I agree with others that its a paper jam. Same thing happened to me outside warranty. Called them and they suggested either its a little paper stuck somewhere or the roller has malfunctioned. Either way they weren't going to do anything to help me. Turns out it was a 3mm triangle piece stuck in the corner - removed with tweezers.

  • Ramrunner on 10/04/2015 - 08:06

    Are thing REALLY covered more than 12 months? Wow, I thought if something dies with a 12 month warranty even a month after the warranty is up it's tough titties. Suck it up, move on, and don't buy that brand any more. Especially if the manufacturer won't do something for you.

    I had no idea I would have a case.

    I ALWAYS try if things like that happen to me but if I luck out with the manufacturer I simply don't buy the product ever again usually and tell my friends and family what happened.

  • 2024 on 10/04/2015 - 09:01

    You are absolutely correct in expecting longer than a year from this machine.

    Recently I had a Panasonic Microwave, one of their $600+ models, develop a fault. It was a year and 5 months old. 5 months out of warranty.
    I called them, first guy said go find a repairer, its out of warranty.

    I got off the phone, downloaded a copy of the ACCC guide for whitegoods, and called again. I spoke to a different person, explained I expected an expensive microwave to last longer that 17 months, and they authorised warranty repair there and then. I didn't even have to mention consumer law.

    Try your luck with a different person at Xerox, one who understands their obligations.

  • sl17 on 10/04/2015 - 09:14

    First you have to call the retailer and ask for it to be repaired or replaced. Consumer Law says goods have to last for a reasonable period. I had the same problem when my TV stopped working after 16 months (warranty was 1 yr), and they offered to repair it or give me a new TV, better model so I had to pay $50 extra.

    If you called the retailer already, call again and demand to speak to the manager. Usually they will repair it but sometimes they will try to refer you to the manufacture, just don't let tell do it as it is their job to deal with the manufacture.

    If you are not that confident on the phone, read through the relevant consumer law documents so you know what you are talking about.

  • imcold on 10/04/2015 - 10:52

    Try giving it a clean with a garden blower, oh remove the toner first

  • neonlight on 10/04/2015 - 11:20

    Don't buy any printer not worth it. Just use printing facilities if you can not worth spending money on. Either uni, work, office works, snap printing etc etc

  • KaTst3R on 10/04/2015 - 11:46

    If paid using credit card, there might be extended warranty. It seems to be quite a standard feature for credit cards these days.

  • ghostdom on 10/04/2015 - 11:52

    similar case happened to me.. my fuji was about 300 dollars purchased from OW, and got a small piece of paper jammed after 1.5 years.

    Called Fuji and OW, and was advised repair cost would be on me.. around 150?

    Could not bother, directly into the rubbish bin. No more fuji printers. not to mention the stupid user interface. replaced with a HP one, much happier experience.

  • [Deactivated] on 10/04/2015 - 12:11

    How many pages has it printed? We have a lot of printers and do not look at the age of the printer but how many pages it has done. SOHO level laser printers will rarely do beyond 40k-60k prints without requiring the spending of money on maintenance parts. Even then, at 100k prints the printer has usually done its job and its time for replacement.

    Which brings me to my next point. Your fault seems to suggest to me that it might need new pickup rollers, a very typical replacement part for decent printer models that can be serviced. Maybe you just need to service the printer?

  • currentfad on 10/04/2015 - 12:30

    I had the exact problem with my Xerox and I even lost my receipt for it, however my local Officeworks employees were really nice and replaced it for me.

  • Kaz0551 on 10/04/2015 - 12:49
    +3

    I had a Lexmark printer that broke out of warranty, I made a phone call followed by this email and was sent a brand new one.

    Hi Lexmark,

    I purchased the above printer on 11/01/2013.

    Since purchase, it has not been used very often and has only had 1 ink cartridge change (7/4/2014 at a cost of $150). Current ink levels are about 90% of the XL (220)

    Yesterday 26/10/2014 when attempting to SCAN TO EMAIL (Smart Solutions) the printer was showing a WiFi connections issue. I rebooted the printer by pressing and holding the power button.

    Upon reboot, during the POST I received an error on screen (attached)

    900 Firmware Error
    Scanner Mech Failure

    The error requested that I turn power off for 10 seconds, then back on. Following this numerous times resulted in no improvement.

    During a live chat with Heidi (Lexmark Online Assistance) 27/10/2014 she requested that I remove power from the rear of the printer for 10 seconds and reconnect. After doing this, the printer no longer turns on.

    The warranty on said printer was 12 months manufacturers, however at the time of purchase the Recommended Retail Price for the printer was $499 (set by Lexmark)

    Under Australian Consumer Law all products are covered by consumer guarantees, which override a products voluntary warranty.

    https://www.accc.gov.au/consumers/consumer-rights-guarantees…
    Products must be of acceptable quality, that is:

    safe, lasting, with no faults
    look acceptable
    do all the things someone would normally expect them to do.
    Acceptable quality takes into account what would normally be expected for the type of product and cost.

    For $499 RRP, a reasonable person's expectation of acceptable quality is greater than 12 month and well within the time frame of the product fault.

    Under Australian Consumer Law, I would like a repair or replacement of the original product.

    If you are unable to repair or replace the product, then I would like a refund and will also be claiming 90% of the printer cartridge costs as compensation under Australian Consumer Law which as a consumer I am legally entitled to. You are able to check the quantity of the cartridges if you wish.

    If you have any queries, please contact me at <MY DETAILS>

    I had the option of

    a) Email the retailer - which they could just refund
    b) Email the manufacturer and get it fixed or replaced.

    Considering I got it for a steal - I wanted a repair or replace.

    Quoting law works most of the time.

    • Kaz0551 on 10/04/2015 - 12:54
      +1

      I hedged by bets and spoke to the retailer too (GraysOutlet) who initially said it was out of warranty. I quoted ACL and my request - they got their consumer law expert to call me back and the next day they offered a refund. Considering I was getting a replacement I went with the manufacturer's offer.

    • Lysander on 11/04/2015 - 00:34

      Great e-mail. Firm, courteous but also no-nonsense. It shows as you got what you wanted.

  • Lysander on 11/04/2015 - 00:31

    Talk to the retailer you bought it from. Take a copy of the consumer law with you and explain that a $500 item should last longer than 18 months (which is reasonable) and that the item was not fit for purpose.

    If that fails, go to VCAT. I assume that is the equivalent of QCAT in Queensland and if that is so, it should not be expensive. In Queensland filing a claim costs about $23 and there are normally no lawyers allowed which means that is all you will have to pay.
    In Queensland the matter will then go to mediation, and only if that fails, it will go to the tribunal.
    Time until mediation is about 2-3 months in Queensland, and so far every time I have done, the company settled in mediation, and reimbursed the filing fee, too.

    I would say that paying something like $23 is worth it for a $500 item if you are happy to spend some time filling in some short forms and representing yourself in the mediation, and in the worst case scenario, at tribunal. Normally, the companies don't want matters to go to the tribunal as then it is public and if you win, there is a precedent which can be used by other people for similar matters which is why companies avoid setting such precedents like the plague.

  • CheapBrah on 20/05/2015 - 14:43

    Just thought I would update you guys, I emailed Fuji Xerox's complaints department and they've been quite helpful (but a bit slow), it's not resolved yet but it looks like it will be.

    • Rakddon on 29/03/2018 - 08:12

      was this ever resolved?

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