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Be cautious of tech support
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Oct 12, 2021 07:55:40   #
StevenG Loc: Long Island, NY
 
My 7 year old Epson 3880 suddenly started doing some weird things, giving me all sorts of messages and wouldn’t print. After about an hour on the phone and after trying all sorts of things, the tech support person told me it was a hardware problem and that I needed to bring it in for repair or purchase a new printer. After checking out the prices of Epson and Canon, I saw that the latest models of equivalent size are about $1,100-1,200. And, I figured a repair would probably cost more than the printer is worth at this point. (At least, that is in dollar value. As long as it works, it does a great job and is priceless to me.). So I decided to give it another go. Turned it off, then on, double checked all settings and pressed print, and lo and behold, it worked! I printed several photos, all came out beautifully. This may or may not continue to work properly. But the point is, at least for now, the tech was very wrong. Be cautious of tech support!

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Oct 12, 2021 08:06:51   #
BebuLamar
 
StevenG wrote:
My 7 year old Epson 3880 suddenly started doing some weird things, giving me all sorts of messages and wouldn’t print. After about an hour on the phone and after trying all sorts of things, the tech support person told me it was a hardware problem and that I needed to bring it in for repair or purchase a new printer. After checking out the prices of Epson and Canon, I saw that the latest models of equivalent size are about $1,100-1,200. And, I figured a repair would probably cost more than the printer is worth at this point. (At least, that is in dollar value. As long as it works, it does a great job and is priceless to me.). So I decided to give it another go. Turned it off, then on, double checked all settings and pressed print, and lo and behold, it worked! I printed several photos, all came out beautifully. This may or may not continue to work properly. But the point is, at least for now, the tech was very wrong. Be cautious of tech support!
My 7 year old Epson 3880 suddenly started doing so... (show quote)


Tech support being wrong? That's nothing new.

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Oct 12, 2021 08:07:59   #
StevenG Loc: Long Island, NY
 
BebuLamar wrote:
Tech support being wrong? That's nothing new.


True, but distressing nonetheless.

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Oct 12, 2021 08:08:50   #
Longshadow Loc: Audubon, PA, United States
 
StevenG wrote:
My 7 year old Epson 3880 suddenly started doing some weird things, giving me all sorts of messages and wouldn’t print. After about an hour on the phone and after trying all sorts of things, the tech support person told me it was a hardware problem and that I needed to bring it in for repair or purchase a new printer. After checking out the prices of Epson and Canon, I saw that the latest models of equivalent size are about $1,100-1,200. And, I figured a repair would probably cost more than the printer is worth at this point. (At least, that is in dollar value. As long as it works, it does a great job and is priceless to me.). So I decided to give it another go. Turned it off, then on, double checked all settings and pressed print, and lo and behold, it worked! I printed several photos, all came out beautifully. This may or may not continue to work properly. But the point is, at least for now, the tech was very wrong. Be cautious of tech support!
My 7 year old Epson 3880 suddenly started doing so... (show quote)

It's very hard do diagnose stuff over the phone........
It depends largely on the detail of the questions asked and answers given.

Years ago I was network administrator for our department.
My favorite "problem" was "I can't get into dBase.".
Then we started playing 20 questions to see what transpired on their screen when they did what.

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Oct 12, 2021 08:09:18   #
rmalarz Loc: Tempe, Arizona
 
Unfortunately, tech support is in the difficult position of trying to diagnose something from a distance. There is a lot to be said for sitting in front of the equipment being diagnosed. Additionally, and not necessarily directed at you personally, tech support has to rely on an accurate description provided by someone who may not be technically savvy. That adds to the difficulty of trying to accurately diagnose the issue.

In some cases with computers and related equipment, doing a hard re-boot solves a good deal of the issues.
--Bob

StevenG wrote:
My 7 year old Epson 3880 suddenly started doing some weird things, giving me all sorts of messages and wouldn’t print. After about an hour on the phone and after trying all sorts of things, the tech support person told me it was a hardware problem and that I needed to bring it in for repair or purchase a new printer. After checking out the prices of Epson and Canon, I saw that the latest models of equivalent size are about $1,100-1,200. And, I figured a repair would probably cost more than the printer is worth at this point. (At least, that is in dollar value. As long as it works, it does a great job and is priceless to me.). So I decided to give it another go. Turned it off, then on, double checked all settings and pressed print, and lo and behold, it worked! I printed several photos, all came out beautifully. This may or may not continue to work properly. But the point is, at least for now, the tech was very wrong. Be cautious of tech support!
My 7 year old Epson 3880 suddenly started doing so... (show quote)

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Oct 12, 2021 08:14:05   #
CHG_CANON Loc: the Windy City
 
How often do we have to ask people to post and store example JPEGs rather than describing what they think is wrong with their camera? And how often do those images reveal the actual problem, rather than the user's guess?

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Oct 12, 2021 08:14:33   #
Thomas902 Loc: Washington DC
 
"... the tech was very wrong..." Really? Do you realize that some of the "Things" the support tech advised you to do may have actually resolved the issue? Having worked as a Support Software Technician for a major accounting application used by DOE I've seen/heard it all Steven... Government employees can at times seem to believe that it is the Support Tech's fault that they didn't read the documentation or follow appropriate procedures.

Before you slam a group of hard working Tech's walk a mile in their shoes...

The Tech told you to bring the the printer in to repair... Since you refused and decided to go for the alternative of replacing it (you choice not the Tech's choice) you're pissed because of replacement costs (which are totally out of the Tech's hands).

btw, why didn't you recycle *power off/on* the printer in the first place before calling "Support"?

FYI: Support Tech's are under huge pressure to "Turn" the support call as quickly as practical especially when the queue gets long... Way too many factors in the mix here....

Besides how much were you charged for the support call Steven? Yep End User's want everything for free...
The design life of your Epson 3880? Think about this Steven...

All the best on your journey Steven...

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Oct 12, 2021 08:17:47   #
StevenG Loc: Long Island, NY
 
Longshadow wrote:
It's very hard do diagnose stuff over the phone........
It depends largely on the detail of the questions asked and answers given.

Years ago I was network administrator for our department.
My favorite "problem" was "I can't get into dBase.".
Then we started playing 20 questions to see what transpired on their screen when they did what.


Hopefully the techs know what questions to ask. Unfortunately, they usually work from a script and don’t deviate.

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Oct 12, 2021 08:19:35   #
Bill_de Loc: US
 
rmalarz wrote:


In some cases with computers and related equipment, doing a hard re-boot solves a good deal of the issues.
--Bob




I remember when my company went to PC's. I had been using one for years so tried to help out where I could. Before I learned what questions to ask up front it would drive me crazy when the user would eventually say, "Oh, I forgot to tell you".

---

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Oct 12, 2021 08:20:49   #
StevenG Loc: Long Island, NY
 
rmalarz wrote:
Unfortunately, tech support is in the difficult position of trying to diagnose something from a distance. There is a lot to be said for sitting in front of the equipment being diagnosed. Additionally, and not necessarily directed at you personally, tech support has to rely on an accurate description provided by someone who may not be technically savvy. That adds to the difficulty of trying to accurately diagnose the issue.

In some cases with computers and related equipment, doing a hard re-boot solves a good deal of the issues.
--Bob
Unfortunately, tech support is in the difficult po... (show quote)


Very true. In some instances they will remotely control the computer which allows them to see the problem first hand. This usually works well.

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Oct 12, 2021 08:20:59   #
Longshadow Loc: Audubon, PA, United States
 
StevenG wrote:
Hopefully the techs know what questions to ask. Unfortunately, they usually work from a script and don’t deviate.


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Oct 12, 2021 08:21:25   #
StevenG Loc: Long Island, NY
 
CHG_CANON wrote:
How often do we have to ask people to post and store example JPEGs rather than describing what they think is wrong with their camera? And how often to those images reveal the actual problem, rather than the user's guess?


Quite true.

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Oct 12, 2021 08:29:21   #
Bayou
 
"Hello, tech support. Have you tried turning it off and back on again?"

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Oct 12, 2021 08:32:40   #
leftj Loc: Texas
 
StevenG wrote:
My 7 year old Epson 3880 suddenly started doing some weird things, giving me all sorts of messages and wouldn’t print. After about an hour on the phone and after trying all sorts of things, the tech support person told me it was a hardware problem and that I needed to bring it in for repair or purchase a new printer. After checking out the prices of Epson and Canon, I saw that the latest models of equivalent size are about $1,100-1,200. And, I figured a repair would probably cost more than the printer is worth at this point. (At least, that is in dollar value. As long as it works, it does a great job and is priceless to me.). So I decided to give it another go. Turned it off, then on, double checked all settings and pressed print, and lo and behold, it worked! I printed several photos, all came out beautifully. This may or may not continue to work properly. But the point is, at least for now, the tech was very wrong. Be cautious of tech support!
My 7 year old Epson 3880 suddenly started doing so... (show quote)


Always try a re-boot. Many times that's all that's required.

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Oct 12, 2021 08:36:15   #
Jimmy T Loc: Virginia
 
StevenG wrote:
My 7 year old Epson 3880 suddenly started doing some weird things, giving me all sorts of messages and wouldn’t print. After about an hour on the phone and after trying all sorts of things, the tech support person told me it was a hardware problem and that I needed to bring it in for repair or purchase a new printer. After checking out the prices of Epson and Canon, I saw that the latest models of equivalent size are about $1,100-1,200. And, I figured a repair would probably cost more than the printer is worth at this point. (At least, that is in dollar value. As long as it works, it does a great job and is priceless to me.). So I decided to give it another go. Turned it off, then on, double checked all settings and pressed print, and lo and behold, it worked! I printed several photos, all came out beautifully. This may or may not continue to work properly. But the point is, at least for now, the tech was very wrong. Be cautious of tech support!
My 7 year old Epson 3880 suddenly started doing so... (show quote)


IMH Experience the first thing out of a tech's mouth is usually to turn "it" off by securing power (unplug, throw breaker, etc.) to the copier, printer, computer, internet, etc., and not just use the unit's power switch for a couple of minutes and turn "it" back on. Remember somethings have a sleep/standby mode (think TV) when "turned off". If the problem persists, then call me back so that you can "stand" in the phone queue again for further "help". I use a speakerphone for the help queues
I'm sending my best wishes for the 'ole "On-Off" fixing your problem and making you . . .
Smile,
JimmyT Sends

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