local canon service center sneer down their clients

[Smile]

Here is a nozzle check that shows some problems with a canon pro 9500 mkII printer. The problem areas are highlighted in red.

http://rghost.net/private/45736467/e1d6fd71668140f7c06a808fbdea590d

Despite the obvious that this is a service print the canon service center:

1. refused that this is even possible to print this test from this printer (the print was made by me using a service tool)
2. now state that this not a nozzle check test but a scanner calibration test of some sort. They say that nozzle check should be done
from maintenance tab in printer settings.

3. refuse to cooperate and resolve the issue, stating that everything is ok, depice wasting about 15 original carts, in cleaning cycles.

Don't get me wrong the printer is not mine, I'm just helping a client who is experiencing this nightmare problem with a local canon service center.

 

[The Hat]

The Canon Service centre guy has a point, it isnt a proper nozzle check,
and going on what you just wrote about the owner wasting 15 carts on cleaning it sounds like
he hasnt got a clue what he doing and probably has all ready buggered up his print head into the bargain.

At the first sign of trouble (Problems) he should not have printed anything more
other than of course the nozzle check, that print head is going to be expensive..

 

[Smile]

Sorry my native language is not English, so you misunderstood me.

The 15 additional carts were wasted by service center performing endless cleaning cycles. On the printer itself there were not more than 2 cleanings performed by the guy who bought it. I should have mentioned the printer is new and a few weeks old. So everything is in warranty including print head.

The total cats totals to 25, the 10 in printer plus 15 additional carts.

The Canon Service centre guy has a point, it isnt a proper nozzle check,

An your arguments for saying so are?
This is service nozzle test check by service tool as shown on manual page 1-27 page 32, are you blind? Have you actually downloaded and looked at the file?

 

[crenedecotret]

I'm surprised that they wasted 15 carts in cleanings and that the waste pad is only at 4.1%.

If you're not satisfied with the service center, why not simply contact canon directly and complain?
http://www.canon-europe.com/Support/Consumer_Products/Telephone_Numbers/telephone_numbers.aspx

 

[The Hat]

Maybe its me that should say sorry because now that you have explained it a bit better its clear
that the Canon guy is the dope and crenedecotret could be right about making a complaint to Canon direct.

I would first demand a full set of cartridges at least from this service centre
and if they cant fix your problem promptly then a new print head also.

An your arguments for saying so are?
This is service nozzle test check by service tool as shown on manual page 1-27 page 32, are you blind? Have you actually downloaded and looked at the file?

I am fully aware of what a Service test print looks like but as I said previously
you still didnt provide the proper standard nozzle check as requested..

 

[websnail]

Just as a thought... I'd imagine part of the problem is the way the scenario rolled out.

1. The service tool output immediately indicates to the service centre that you've used something you shouldn't have access to
2. If you mention anything to a service tech about trying to resolve a problem yourself any service centre usually starts spouting the party line about voided warranties, etc ...

Why the service centre had to use 15 extra cartridges is beyond me... Cost of such an enterprise is in excess of the cost of a new printhead and frankly they should have gone with that route one a full set of cartridges was depleted if not sooner.

I'd say you have a right to complain but I suspect the fact that a service tool has been used may well cause head office to be less objective for the reasons already given.

The lesson in all of this would be to provide the publicly available diagnosis information and/or output rather than getting a bit too clever and giving away more information that works against you.

 

[Smile]

I'm surprised that they wasted 15 carts in cleanings and that the waste pad is only at 4.1%.

If you're not satisfied with the service center, why not simply contact canon directly and complain?
http://www.canon-europe.com/Support/Consumer_Products/Telephone_Numbers/telephone_numbers.aspx

The EEPROM was reset by service center. That is why it shows 4.1 %
Ironically despite being in EU my country is not listed even for email support.

 

[Smile]

Maybe its me that should say sorry because now that you have explained it a bit better its clear
that the Canon guy is the dope and crenedecotret could be right about making a complaint to Canon direct.

I would first demand a full set of cartridges at least from this service centre
and if they cant fix your problem promptly then a new print head also.

An your arguments for saying so are?
This is service nozzle test check by service tool as shown on manual page 1-27 page 32, are you blind? Have you actually downloaded and looked at the file?

I am fully aware of what a Service test print looks like but as I said previously
you still didnt provide the proper standard nozzle check as requested..

The simple nozzle check prints fine, no missing line there. The print head alignment however does not.

The service center argues that they were able to do manual print head alignment, and that this is the proper way to do print head alignment.
The service center also said that print head alignment was the "service nozzle check" only later they agreed that is not the case. Eitherway the printer prints like shown on the service test print. Some nozzles clear up and clog again, some lines are skewed (closer together etc.).

 

[Smile]

Just as a thought... I'd imagine part of the problem is the way the scenario rolled out.

1. The service tool output immediately indicates to the service center that you've used something you shouldn't have access to

Wrong here. We asked for service center to print the service test print themselves first. They refused. They wasted all the ink and said OK it prints fine. The customer consulted with me and I said you should demand a service test print to confirm that print head prints fine. I have him a screenshot how the service test print looks like and what to look for.

The canon service center said OK we made the service test print come on and take a look. The customer drove to the service test print the next day and they showed him a good service test print, when the customer demanded that they print it in front of him they did not wan to do so but eventually they agreed, and the printed service test print was very bad. The customer said they would not give him the service test print to take with him and said they will fix it.

2. If you mention anything to a service tech about trying to resolve a problem yourself any service center usually starts spouting the party line about voided warranties, etc ...

The customer did not try to fix anything himself. The printer was taken to service center the next day. The service test print you see here was made by me after the local service center headquarters returned the printer claiming they again fixed it. Or should I say "we found no problems"

The lesson in all of this would be to provide the publicly available diagnosis information and/or output rather than getting a bit too clever and giving away more information that works against you.

Well as I said above we took the printer to a service center, showed the bad alignment page asked for a fix, then when they supposedly fixed it, asked for a service test print to confirm a proper working nozzle check, service center refused to print any stating there is no such thing as service test print on this model, and the only nozzle check is the simple one.

Also I should note that it seems their technicians are not certified by canon. This was the information I received from another unhappy client that has problems with his 8000S 44" canon wide format printer. This client was informative enough to have asked this question only after they wasted some 2000$ worth of ink. He now went to another service center that is not listed on canon website but claims to have certified techs.

This is not a complaint but it's long known that to have your DSLR fixed, cleaned etc. you have to send it to Germany, because another local canon service center certified to fix DSLR's can't do it properly for years.

 

[websnail]

Ok... Appreciate this is an emotive subject but given the information available the points I made would be valid.

Give the detail you've since provided it's pretty obvious they're trying to play your customer for an idiot and the only recourse is to talk direct to Canon. My advice would be to look up the head office for the nearest country and work your way through until they realise you're not going to give up... Given the comment you made about the DSLR's and Germany, perhaps that's the place to start.