Lynn 1509 Loc: Northern Illinois

A week or 10 days ago I posted the well recognized stuck ink cartridge in my Canon imageprograf Pro-1000 printer. There were a number of replies and most had a work-around because Canon didn't have a solution. That has changed for the better. My printer was 3 years out of warrantee. I called Canon and explained that I knew the problem was well known on line with Canon owners. I was not angry, just wondering if they, Canon, had a solution yet. The tech I talked with was very polite, very understanding, very knowledgeable, and very good at CYA for Canon. He said he was a software guy and he'd check with hardware. About 2 minutes later he returned and double checked the serial number on my printer. He already had the number, as the printer had been registered the day it arrived from B&H. When my serial number checked, he said it had taken Canon quite a long time to isolate the cause of the problem. They now know the the number series that received one or more bad springs that Canon had received. To solve the problem and be fair with their customers, they're going to ship me, and other owners with the problem, a new printer! Long live Canon! Yesterday afternoon my new printer arrived. It is new, not a rebuilt model. I now have to put my defective printer back in the shipping box, place the return label, which was included with the new printer, on the box, call Fed Ex for a pickup, and it's a done deal. I hope all you other guys & gals with a defective pro-1000 printer have the same good fortune I received.

Longshadow Loc: Audubon, PA, United States

FrumCA

This says a lot about reputable companies!!

Quixdraw Loc: x

Great outcome! Have had excellent results with their printers.

anotherview Loc: California

Now that is customer service.

jeep_daddy Loc: Prescott AZ

That's awesome! I have that same printer. Unfortunately I have not used mine as much as I thought I would so I'm only on my first set of replacement cartridges. I have another set of new cartridges just in case. I wonder if Canon has a list of Pro-1000 serial numbers that have defective springs. I got mine about the same time as you did and I also got mine from B&H.

PCL92

Epsom wouldn't give you that service.

yssirk123 Loc: New Jersey

The stuck cartridge happened to me back a couple of years ago, although at the time Canon had no idea what caused it. Mine was out of warranty by a few months, and they shipped me a new one (still in use today) and I returned the broken one in the shipping box. I have had great experiences with Canon customer support, which is why I buy Canon printers.

Canon R Loc: Dayton,OH

I am happy that you got new printer! That was the only of the reason, I moved from German camera to canon recently. Canon service department is top notch. They serviced R body and was returned within a week!

tcthome Loc: NJ

That is how you keep customers coming back. Glad it worked out. Happy holidays.

Peterfiore Loc: Where DR goes south

Epsom won't! But Epson has been very good to me...: )

dpullum Loc: Tampa Florida

I bought a low-cost refurbished Epson and it had the wrong Firmware; took me a while to figure that one out. With one call, Epson sent a factory fresh computer and ink. I kept my old full ink when shipping the defective printer to Epson. So Canon is not alone in good service. Lynn, perhaps it was a roll of the dice for both of us, tho I hope it is typical of both companies.

Richard Engelmann Loc: Boulder, Colorado

Printer manufacturers (I worked for one) sell their printers with little or no profit, hoping for a return on the supplies. They want you to love the printer, and as long as you use the OEM supplies they can be very accommodating. My company exited the inkjet business when it became apparent that there would never be a profitable overall revenue stream.

AzPicLady Loc: Behind the camera!

Yeah, Canon! I have always found their phone personnel very knowledgeable and helpful!

Sidwalkastronomy Loc: New Jersey Shore

I find for all their products customer service is outstanding. I would buy a canon product over anyone elses due to customer service alone.