The Rowe Family Blog

I participated in the Epson ink lawsuit settlement.  For each of my two qualifying printers I received a $25 check and a code worth $20 at the Epson Store.  Since my Epson printer rarely works correctly I wasn’t interested in buying $23 ink cartridges.  Besides, that would cost me money out of pocket.  Instead I wanted to purchase a scrap-booking album for my wife that cost around $35.  I wanted to combine the two $20 codes so that I would be out of pocket for only shipping (as I doubt the settlement code covers shipping charges).  The Epson store would not allow me to use two codes.  I assumed this was just a technical glitch that customer support could resolve so I emailed their customer support.  They replied and told me I could not use two settlement codes in a single purchase.  They told me I had to use one code per purchase.  I wrote back saying that was not acceptable.  They pretty much wrote back again saying I was out of luck.  They provided a phone number and recommended I speak to the president of Epson.

Sure, like I’d ever get put through to the president of Epson Corporation.  I called the number anyhow and was promptly patched through to Epson Store customer service.  I explained the issue and again they told me I was out of luck.  They also told me that I was not the only one complaining about this.  They said they only thing they could do for me was to patch me through to customer relations.

I spoke with Tara from customer relations.  She told me that there was nothing she could do for me.  It sounded like she was annoyed that Epson Store customer service reps kept sending calls to her department.  She wasn’t able to offer me any help.  Her only recommendation was that I write a letter to John Lang the CEO of Epson America.  I asked her if she really thought  that would make any difference. Her response wasn’t convincing.

I’m not going to waste my time writing a letter.  I’ve already wasted enough time.  Instead I’m writing this blog entry and I hope to draw attention to it.  I’m not sure it will get anywhere but I filed a complaint with the New York State Attorney General (this links to the complaint form).  I also attempted to contact Rust Consulting the administrators of the settlement.  I’d like to contact John Lang, CEO of Epson America to complain to him but I haven’t been able to track down any reliable contact information yet.  It may be jlang@epson.com.