I am on my third laser printer purchased from AIS - Advanced Imaging Solutions. My first two worked…read moreflawlessly, which is why I returned to AIS for a third.
Unfortunately, my third printer failed after only about 300 pages. It would no longer power on. Fortunately, it was still covered by AIS's 5-year on-site warranty for parts and labor, valid through May 30, 2027.
I called AIS on July 24, 2026, and was told a technician would contact me. On July 26, a technician came to my home but was unable to repair the printer. He took it to his shop for further repair.
What followed was SIX WEEKS of frustrating communication. I repeatedly had to call AIS for updates because I was rarely contacted. Eventually, I was told the printer could not be repaired and would need to be replaced.
I was shocked to learn that AIS intended to replace my barely used printer with a used unit. I explained that I did not consider that acceptable. My printer had approximately 300 pages on it, and I expected a replacement in comparable condition.
I spoke with the owner, Mark, and explained my concerns. I was assured that I would be taken care of and satisfied with the resolution.
Unfortunately, that did not happen.
On September 4, AIS replaced my printer with a used printer showing 45,893 pages on the counter, compared with approximately 300 pages on my original printer.
EVEN WORSE, THE REPLACEMENT PRINTER REPEATEDLY DISPLAYS AN ERROR WHEN I TRY TO PRINT. I now have to go upstairs to clear the error, restart the printer, return downstairs to print, and go back upstairs to retrieve the documents.
I understand that printers can fail. That is why I purchased a printer with a 5-year warranty. What disappointed me was how the warranty claim was handled: six weeks of poor communication, a replacement with nearly 46,000 pages, and a replacement that does not function properly.
My first two AIS printers were excellent, but based on this warranty experience, I would strongly recommend that customers ask exactly how warranty replacements are handled before purchasing.