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Epson Artisan 810 - Horrible Performance as a Scanner

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Published on Oct 19, 2012

Well, I've had Epson replace this entire MFC unit once because it failed to print, regardless of the amount of times the cartridges were changed. The new unit has two problems. First, the wireless disconnects randomly for no reason and it has to be powered off and back on again. It's a recurring issue whether it's on DHCP or static, or whether it's on an open or encrypted wi-fi. I put it on wired LAN... still fails to stay awake, so whoever in the office is using it has to randomly go over and power-cycle it to use it.

But what really takes the cake, and wastes a lot of our staff time is the ADF scanner... this machine repeatedly pulls in multiple-pages, or grabs the entire stack at once, or just decides to eat paper and jam up.

So Epson, thanks for a crappy product. I should have known better and carried it back when it was first within it's warranty period, but I decided the hassle wasn't worth it. Now, we've spent $329.00 on a nice pretty paperweight.

And yes.. pending Epson doesn't make this right, I'm going to take MUCH enjoyment out of taking it out back and shooting it full of holes with every gun I can find.

If, by some random chance of fate, an Epson support tech sees this (because yeah, I'm emailing them the link) then you know how to reach me.
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Well, three days later I got a response from David P from Epson. Here is what they said:

Dear Tommy,

Thank you for contacting Epson regarding your EPSON Artisan 810. It is my pleasure to respond to your inquiry. My apologies for the trouble you are having with your Epson printer. It does seem that may be a hardware issue with your printer. Since your printer is not under warranty, you may need to take the printer to a service center so they can check the ADF function on your printer. Below is a link to the Epson website where you can find an authorized Epson Care Center in your area.
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And my response back:
David,
Does the video of it not working properly not tell you the ADF has a problem? I thought a video would make the issue self-explanatory... I could take an hour long video and show you how it does that to 9 out of 10 scans, no matter how many different kinds of paper you try. It even multi-feeds and jams with plain paper right out of the paper tray. Driving 140-200 miles (to any of the three service centers "near" me) just to pay to fix a problem that's a manufacturer defect seems a little more than I think I want to invest in this product. At this point, I have enough money invested in it not to want to spend any more. If there's nothing Epson support will do, that's fine. That's all I wanted to know...

The problem itself is simple; the feed mechanism (the roller that grabs the paper) is either A) cheaply made, or B) easily wears out. Rather than being sensitive enough to grab one piece of paper, it grabs 1, 3, 5, or sometimes the entire stack. Anytime it grabs 5 or more the roller jams and causes the machine to throw a paper-jam error. Then you remove the paper, reflatten it, and try to single feed. Single feed is the ONLY way in which this scanner works. As long as I stand here beside it and feed one sheet at a time into the ADF, it will rarely ever jam. If this were 1992, I'd do that, but instead I purchased a device marketed to the business community that would make so I didn't need to do that.

This is the same model printer I opened up case number 101205-001221 on that had problems with the print roller as well (which is a different roller unit entirely). According to your technician at the time (Eric S), this was a problem that required replacement. My experience tells me it's likely the exact same issue (because it's the exact same problem, just on the other end of the unit).


Warranty:
I checked today and you originally replaced my first printer on 12/7/2010, very shortly after its purchase date. It's now 10/22/2012. According to your website: "2-year limited warranty and toll-free customer support with product registration are included. During the standard limited warranty period, your Epson product is backed by Epson's premium level of service and support. Epson offers a variety of Epson Preferred Plus Protection Plans that will allow you to continue receiving Epson's high level of service and support after your normal warranty period has ended."

So, is the printer in fact covered under the original warranty or no?


Best Regards,
Tommy Jordan

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