Terrible warranty experience
(Global Review)
After around 6 months of use it stopped working and support was not able to update the firmware. It took over 2 weeks to receive a warranty replacement, which I had to put down a $100 hold for. This was after they put in a request to "expedite". The replacement didn't work either from the first day, and we are now having to initiate the whole process again, including another $100 hold. The 3-5 day processing time is untenable for a small business that relies on the fax machine, especially when it translates to a 2-week wait to receive a replacement. Customer service is polite and tries to help, but no supervisor has been available any time that I've asked.Response from Xerox.com
- Anonymous
- Xerox Customer Support
I apologize that you are experiencing problems with your Xerox C315 device. We would be happy to help you resolve this. Can we recommend you try updating the firmware for that device. There was a new firmware just release and may help resolve your issue:
Software General Release: https://www.support.xerox.com/en-us/product/xerox-c315-multifunction-printer/content/156527
If you are still experiencing problems after trying this, our technical support might be able to troubleshoot you through the issue. You can call us at 800-835-6100 option 1, 1 to start the process.
We look forward to hearing from you and helping you with this issue.
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