I needed diagnostic work on an older Canon laser printer. I dropped off the printer at the end of January, but was not issued a receipt showing what I left, the date of estimated diagnostic, or the customer's description of the problem (electric in nature). The drop-off payment receipt said only, "Express Item - Base Price." I was told they couldn't get to the printer until the following Monday. I called on Tuesday and was told something like, "I didn't say Monday. I said Wednesday. You said you weren't in a rush, and you were going out of town." I had never said I was going anywhere. Then I waited: Wed, Thu, Fri, Sat, Sun, and called on the following Monday. I had also said I wanted a diagnostic report before authorizing repair. There was no forthcoming call or email on the status of the Canon printer. I called on Monday (that is 1 wk. after the initial, promised review date) to say that if they weren't going to get to the printer, I would like to pick it up with a possible refund of the $50 drop-off fee. I would take the printer elsewhere. Bob said: there wasn't a problem with the machine; they cleaned it and left it "on" over the weekend; I owed the balance of $50 for the service fee; they don't repair machines for free. I picked up the printer later on Monday morning: Bob said they weren't charging the extra $50 repair fee after all. I asked for a demo to make sure the issue was corrected; Bob refused and loaded the printer in my car. I was asked to sign a final receipt saying that "customer refused to pay our fee of $100." I refused to sign the final receipt because I never refused to pay their fee. I only wanted 1) a correct diagnostic, 2) within the stated timeframe, and 3) an estimate of charges before authorizing repair. On the final receipt, there is no written statement corroborating what Bob told me over the phone. That is, there is no description of any work that was performed: no "cleaning," finding "dirty rollers," or "did not find any electrical problem." Basically, I paid $50 for my printer to sit in their office for 1 week. Summary: not forthright in communication, in written documentation, or in repair. read more
