Contact Lexmark Corporate

My experience does not even warrant one star. Good Morning: I purchased 2 Brand New Lexmark MS825 Printers for my business. We have always used Lexmark printers to print prescription labels for our pharmacy. This morning one of our older printers stopped working so we replaced it with the Brand New Lexmark MS825 printer. The printer turned on and asked things like - language, country, time zone. Once I selected the correct response it stopped. I couldn't get any further and our Pharmacy Software support stated that the only way we could fix it was to call Lexmark support. I called and a female employee answered the phone. She was very hard to hear and very hard to understand. I explained to her that I was having a very hard time understanding and hearing her. She continued to ask me several times if the printer was printing. I explained that it was not printing and she said that the Red Blinking Light was not an error. She then asked me if the printer was printing and I again said NO. After getting now where with the help. I requested to speak with someone else or a supervisor. She said I was welcome to hang up and call back. That is very unprofessional. Why would you tell a customer to hang up and call back when you haven't resolved their issue or helped in anyway at all. When I stated this she said she could e-mail me tips on how to make it print. I finally was so frustrated and upset that I did just hang up and call back. This time I spoke with a male employee. I started over. I politely gave him the serial number, model number and my name. I then explained to him that I was hooking up a new printer and I could not get it to print. I went step by step in what I was doing on the printer and where it was stopping. He then asked me several times if the printer was printing. I explained no. He then went on to tell me that the Red Blinking Light was an indication that the user was causing an error. I asked how do I fix it and I was placed on hold. He came back and asked me to log into the website that he was giving me. I went to the site where it asked me for a user name and password. He then told me that he could not help me any further because the printer should be printing. I asked to speak with a supervisor and nothing happened. At this point I was 25 prescriptions behind. I had not been able to wait on a single customer in the hour that we had been open so I called my Dad who owns the pharmacy. He came into work on his off day and I handed the phone to him. I was extremely upset and frustrated that neither employee that I had spoken to was willing to help me. I walked away and to allow my Dad to handle the situation from that point forward. I did not hear everything that was said between my Dad and the employee on the other end but I do know that my Dad had more knowledge regarding the printer then the employee did.

To spend over $2,500 on two Brand New Lexmark Printers and to be a repeat customer who has purchased over 75 total printers in the last 14 years: I am very disappointed in the way that this issue was handled. I will not recommend Lexmark to any of my fellow pharmacy owners and I will not be purchasing any additional Lexmark printers from this point forward. My family has owned our business since 1950 and I know that we have made mistakes in the past with some of our customers, however, we are always kind and professional and never let the customer leave without finding a resolution to the issue. I would never tell one of my customers to call back when they were upset and had an issue. I would never continually ask my customer the same question over and over again and then suggest e-mail might be a better option.

Sincerely,

Allison Layne