Henry Wolfson alleges that his printer overheats, and that smoke pours out of it.
The Baxter Bulletin reported that Wolfson has returned the Samsung Xpress M2020W twice to the company, alleging that the printer billowed smoke when he was printing, and that at present he is waiting to return it for a third time. He first bought the printer in August from a local retailer on Amazon, but since then has had problems, and calls to Samsung have not helped either.
Wolfson commented: “They have a system there [at Samsung], be polite as you can be, but give them nothing. They’re generally very nice, but at one point I asked, ‘Who there has the power to send me a new printer?’ And I was told [that] no one has that power. I’d have to contact the corporate president for that.”
The printer cost $145 (€136) when Wolfson bought it, and he said that although it wasn’t fancy, it did work when he first got it, but in November when he tried to print a six-page document, which he sent to the printer three times using Wi-Fi, USB cable and a repeat of Wi-Fi, it would not print – so he went to watch television. Within 10 minutes he could hear the printer, and said that it printed 18 pages, and smoke was pouring out of it.
When Samsung were contacted, the support person said that it sounded like the printer’s heating element was getting too hot, so Wolfson returned the printer using the return label sent by Samsung, which delivered the printer to a repair facility in New Jersey. The Baxter Bulletin researched the printer online and found two reviews out of 1,146 that were similar to Wolfson’s problem, and both reviews gave the printer one out of five stars.
When Wolfson’s printer was returned the paperwork said that “no problems could be identified”, so he set it up again and tried to print something, only to have the same thing happen again, noting: “It didn’t have the delay this time, but the smoke continued to come out. It scared me, it was a fire hazard.”
The printer was once again returned to Samsung’s repair team ,and they sent a note to Wolfson with the ‘repaired’ printer saying that they had tested it for three days and had printed four times each day, which Wolfson said was untrue, as the printer was only with them for one day. After its return, the printer would not connect to Wolfson’s Wi-Fi, hence he called the technical support team again, who set it up remotely – but when a test page was remotely triggered, there was a long delay before printing, and then the smoke started again.
He was told to turn the printer off and speak to customer services, which he did: however, although receipts of purchase and the warranty were sent repeatedly to the company ,Wolfson still has not had his printer renewed, and the printer now won’t work at all. The Baxter Bulletin contacted Samsung, but so far there has been no comment.