Ordered toner ink for my Samsung CLP-610ND printer Feb 23rd. The original cartridges that came with my printer were out of ink. I purchased their Samsung-compatable Black, pink, yellow and blue high-capacity cartridges for around $110 each. This was $30 less than the OEM cartridges. I spoke to a sales person and he said they would work well in my machine. The printer was working well with no printer streaks or problems.
I paid for the cartridges and they arrived on Feb 26th a Friday. I installed them and I immediately got streaks and colour blotching. I emailed tech support at 2 pm who replied that someone would be in touch with me on Monday March 1st.
"There is something wrong with the toner cartridge(s). My printer was printing fine, no streaks, etc. until I changed the cartridges and now the print quality is terrible for full-colour printing. I have cleaned everything with alcohol, but no long-term improvement. As I print, the vertical streaks get worse and worse. I have had to out-source printing for this weekend's trade show as I cannot use it to print pictures. There seems to be deposits of yellow toner (it shows black on the cotton pad when I wipe the screen off), but looks yellow on the black belt. There are also dusting deposits of black toner in the paper tray. I replaced all 4 colours at the same time, so it is hard to know for sure which cartridges are the problems. I am very unhappy as my printer is unusable and everything I had sent to the printer needs to be recycled as it is not of sufficient quality to show to a customer. Please advise what will be done to rectify this situation. "
When I called on Monday, they told me to send the cartridges back (at this time just the yellow and red cartridges) with a print sample by return post. I did this immediately.
The tech department never got back to me. Wed. March 10th, the service department said they just received them in the mail (Canada post is usually next day service - my office is only 200 miles (400 km) from Toner Parts / Ace Toner.
Email I sent on March 12th:
"I sent two of these toner cartridges back last week and confirmed that you had received them and were working on them on Wednesday. I have NOT received any call backs about the status of these cartridges. I called again today and my phone message was not returned. I am very unhappy."
March 12th - tech dept. responded to my email saying that they just got them today (not Wed) and that they would get back to me on Monday March 15th.
March 12th - I had a trade show, so I outsourced $450 worth of printing because my printer was still not functional.
March 15th - the tech department said they would send us out OEM cartridges but we would have to pay the difference between OEM and their compatable cartridges. He stated that if I wanted to print photos, then the compatable cartridges do not do a good job and that for a good quality print I needed to use OEM. There cartridges won't print pictures or photos. (note: I was printing documents with photos and text, not family photoshots). He said their cartridges were working fine and did not have an answer for why my printer was full of leaked yellow powdered toner from cartridge. I said that I was very upset and wanted customer service to contact me about the extra charges and my out of pocket costs.
March 17th - OEM Yellow and Red and bluecartridges arrived. Now the yellow and red print was okay, but the blue was streaking. I called about this, but was told that there was nothing wrong with their cartridges.
Remember this is a NEW printer and these were the first toner cartridge replacments. Printing was perfect until I put their cartridges in.
FAST FORWARD TO THIS WEEK.
They sent me an overdue notice for the $90 upcharge between their compatable cartridges and the OEM ones. I refused to pay since I still have STREAKY print and am out of pocket the $450 of outsourced printing. Please note, I did pay for the bad compatable cartridges IN FULL - $487.00.
Now they say if I do not pay the $92.00 for the upcharge from compatable to OEM. they will send me to collections. . . .