"Recurring print issues, Scanning feeder issues, JUNK"0.5 starson by ATXcaptainJC
Cons: Printhead failure assured, redundant support for the same issue, scan utility doesn't sync well on Mac.
Summary: Don't walk, RUN away from this product line/ See actual Support Transcript
May 18, 2012
[joshua] Pro905 3rd replacement printhead not functioning
Welcome to Lexmark Chat Support. This is Sheryl. I appreciate the opportunity to help you today with your concern about the printhead of your printer not working.
Here is our Chat ID: 2565223457105586329. This will serve as your reference number if you are going to chat with us again.
[Sheryl] Hello Joshua.
[Sheryl] Good morning.
[Sheryl] Can I have the previous chat ID the last time you contacted us about this issue?
[joshua] not sure where to find it
[joshua] new printhead Dec 12th
[Sheryl] What exactly is the printer doing when you tried to print?
[joshua] I called in last time
[joshua] nothing at all, the black ink smudged out on page 6 of 8 on my last print, and now it comes out blank
[Sheryl] I do apologize for the inconvenience Joshua but do not worry you have me now here, I will help you with the best I can.
[Sheryl] On the screen of the printer, how high are the ink levels of your cartridges?
[Sheryl] Are they above half full ink levels or below half full ink levels?
[joshua] the black is at half, the colors are at 3/4 = they are the original cartridges you sent with the new print head in December
[Sheryl] When you received the replacement printhead, did you install your old cartridge in the replacement printhead or you installed the cartridges that came with replacement printhead?
[joshua] no I put in the new cartridges you sent as instructed
[Sheryl] Okay, good.
[Sheryl] Let us print the test page on your printer for us to see the current firmware level of your printer.
[Sheryl] Do the following:
[Sheryl] 1. On your printer, press the ink levels icon.
2. Look for More Options.
3. Select print test page. Let me know if the printer is done printing it.
[Sheryl] What is the FW level do you see on the printed test page? You can see that under product information.
[joshua] there is nothing on the page
[joshua] except the red diamond in the lexmark logo, all else is blank
[Sheryl] What is the Operating System installed on your computer, is it Windows 2000, Windows XP, Windows Vista, Windows 7 or Macintosh?
[Sheryl] The next step we need to do is to update the firmware of your printer.
[Sheryl] Your printer is Pro905, right?
[joshua] I've done all this twice, and each time the printhead has been bad
[joshua] this is the third one
[Sheryl] When was the last time you updated the firmware of the printer?
[joshua] auto updates
[Sheryl] Okay, auto updates won
[Sheryl] **Okay, auto updates won't update the firmware of the printer.
[Sheryl] We need to do it manually.
[Sheryl] Your printer is Pro905, right?
Click HERE and run it. Then follow the instructions on your computer.
NOTE: Please do not interrupt your printer and your computer while doing the firmware update.
[joshua] it says my firmware is up to date P905_C082511_00
[Sheryl] Okay, good. Did you try to print a deep clean printhead?
[joshua] I'm updating anyway
[Sheryl] Okay, let me know if you are done updating the firmware of the printer.
[joshua] why should I need to do a deep clean when this new printhead was just installed in December?
[joshua] I haven't even run through the original cartridges yet
[Sheryl] You need to print a deep clean printhead to correct print quality issue on the printer.
[joshua] why are there recurring print quality issues on a unit less than 2 years old with new printheads?
[Sheryl] There is possibility that you are not printing frequently resulting to ink that will clog in the printhead that is why print quality issue occur on the printer.
[joshua] firmware is updated doing the deep clean printhead
[Sheryl] Okay, thanks.
[Sheryl] Let me know if you are done printing it.
[joshua] I am very dissatisfied with this unit, and when we are finished with this session I will be posting the chat via blog explaining my feelings about your product
[joshua] it's done
[joshua] the black ink is streaked, 1/3 complete
[Sheryl] I am truly sorry for the inconvenience this may have caused you, and I appreciate your patience in this matter.
[Sheryl] What are the colors printed on the deep clean printhead page?
[joshua] blue, magenta, yellow, gray
[Sheryl] Okay, try to print a simple document.
[joshua] the gray on the second cleaning page was almost not there
[Sheryl] Let me know how is the print output.
[joshua] the color is ok, the black started strong and then faded by the middle of the page
[joshua] which doesn't make sense because the black is what I use most
[Sheryl] How's the ink level of your black cartridge?
[Sheryl] Check it on the screen of the printer.
[joshua] inbetween 1/3 and 2/3
[Sheryl] Please print another deep clean printhead.
[joshua] how much of my paper do i have to waste to show you your product is junk
[Sheryl] I apologize but we need to print it again for us to correct the issue with your printer. You can use the back of the deep clean printhead page we printed earlier.
[joshua] how many times to you have to replace the printhead before you acknowledge your product is junk
[Sheryl] As you can see there is an improvement while we are troubleshooting your printer Joshua.
[joshua] my apologies, mildly improved junk
[Sheryl] Are you printing the deep clean printhead?
[joshua] as you can see, we've been working on this for half an hour, this is the third time the printhead has failed. how much of my time do you expect me to spend mildly improving your junk before we get real
[Sheryl] We're almost done. Please do the step I provided so that we can finish troubleshooting your printer in the fastest way we can.
[joshua] its done
[Sheryl] Thank you. Print a simple document in black and white.
[Sheryl] And let me know if how is the print output.
[joshua] page 1 85%, page 2 60%, page 3 40%, page 4 25%
[Sheryl] The black cartridge is still not printing fine, am I correct?
[Sheryl] Do you have another new Lexmark black cartridge that we can try?
[joshua] which blog would be most effective explaining to others why the should never go near your product?
[joshua] no I don't
[joshua] and if I did, I wouldn't waste a $10 cartridge I purchased proving to you a third time that your product is JUNK!
[Sheryl] I apologize but I have no idea about on where the best place to blog.
[joshua] so let's get real, I have a lemon
[Sheryl] I believe your printer is not a junk since it can still print and you can still print fine in color. It's just that its having issue with its cartridge that is why it won't print fine in black and white.
[joshua] I've spent hours of my time, troubleshooting multiple printheads over the last 18 months; only to have the same issue
[joshua] the color is not fine - it's ok. not what I would expect out of a printhead that's 6 months old with little use, but I can read it
[joshua] I can't read the black, just because I can read it, doesn't mean it's acceptable color printing
[joshua] just send me a new printhead so this thing will work and I can sell it for a big loss, buy a decent brand and never look back
[joshua] December 12, 2011:
[joshua] Dear Joshua,
Our records indicate that you have received a replacement printhead from Lexmark. Please accept our sincere apologies for the inconvenience this has caused you. On behalf of Lexmark, I want to assure you that we will take whatever steps are necessary to guarantee your satisfaction with this product.
If you experience any problems, now or in the future, please do not hesitate to contact me directly at this email. I'm also available on chat or we can work through email as well.
Again we apologize for the inconvenience this has caused you.
Senior World-Wide Customer Advocate
You can also contact us through:
Monday - Friday (US: 4:00am - 7:00pm EST; UK: 9:00am - 11:00pm GMT)
[Sheryl] Okay, I'm your record in our database.
[joshua] 5 months later, you're not so sincere or apologetic about your JUNK
[joshua] and I think I'll start by posting on Office Depot, the retailer who sold me this JUNK
[Sheryl] **I'm checking your record in our database.
[Sheryl] Alright, I'll ahead and send you a replacement printhead.
[Sheryl] Kindly check if these information are correct:
[Sheryl] Joshua ;
23XX Bend, XXXXXXX TX USA; and,
Serial # of the printer: 2942357?
[joshua] Serial: 32942357
[Sheryl] Thank you.
[Sheryl] How about the rest, are they all correct?
[Sheryl] Okay, good.
[Sheryl] I have shipped a replacement printhead to the address you gave me. It will include all the 4 ink tanks with it. We will ship the fastest method possible and you should have it within 2 business days. You may receive instructions on what to do with your current printhead and cartridges, please follow the instructions, especially if it requires sending your current printhead and cartridges to us.
Here are the steps on how to install properly the printhead in the printer:
1. Leave the cartridges out.
2. Install the printhead only inside your printer.
3. Press and hold the print head for 10 seconds to make sure it has a contact with the printer.
4. Once you are done, close the printer properly.
5. Wait for the printer to recognize the newly installed printhead. Once its done it will ask you to install the cartridges in the printer. If it is, please do so.
NOTE: Ensure to use the cartridges that will come with the replacement printhead so that the printer will calibrate properly the printhead and the cartridges that you will install.
You can copy those instructions on MS Word for your reference.
[Sheryl] Your service request number for the printhead replacement is 1-8701185211.
[Sheryl] Once again I am truly sorry for the inconvenience this may have caused you, and I appreciate your patience in this matter.
[Sheryl] Is there anything else I can help you with?
[joshua] are you interested in a quality used printer?
[Sheryl] No, I'm not.
[joshua] ok then, thanks
[Sheryl] You are welcome Joshua. Is there anything else I can help you with your Lexmark Pro905 printer?
[Sheryl] Thank you for contacting Lexmark. Please do not hesitate to contact us again if we can be of further assistance. And please complete the chat survey by clicking on the "End" button, with overall 5 being the Best, as this will help us to serve you better.
[Sheryl] Thank you for choosing Lexmark. Once, again this is Sheryl. Have a wonderful day!
[joshua] You too!
[Sheryl] Thanks Joshua.
[Sheryl] Bye and take care always.