To give some backstory, I had placed an order online for a fuser on 04/05/2012 for an Okidata c5650 model printer. The fuser worked fine till roughly January of this year when I received a "Service Call 980: Fatal Error." Reluctantly, I decided to buy another one, thinking perhaps that the last had just been a lemon (since the one that came with the printer had lasted about three years before needing replacement) and placed a purchase on 01/21/2013. Just this month, August of 2013, I had the same issue where the fuser gave the same error code and the printer would no longer function. Reaching out to the support team, I explained that for the price of the prior two fusers and this third one I'd now have to buy, I could essentially re-buy a brand new printer (complete with new fuser and four cartridges of toner) and asking if it might still be under warranty, rather than having to buy yet another fuser.
Mark Foley reached out to me promptly about the matter, explaining that, while there is a warranty it is only for 30 days, however, Okidata had one on their fusers for a year and to contact him should any further problems arise. Doing as he asked, I contacted Okidata only to be told their fusers only came with a 90 day warranty, which (of course) I had exceeded. Re-contacting Mark, he suggested I get in touch with an Okidata supervisor, which I did, and was told the same thing. Mark went out of his way to do a conference call with me and sit on hold for about 15-20 minutes for another Okidata representative, speaking to them about how all the websites for the fuser (Amazon, Newegg, etc.) had a year manufacturer warranty while the Okidata representative continued to state they only offered 30 days. After Mark asked for the supervisor and we were put on hold again, he then offered to do an exchange for me, replacing my old fuser with a new one, should I send it in. Working out the details with him, we disconnected from the Okidata representative (after about another 5-10 minutes on hold for the supervisor) and Mark sent me the information for sending in my old fuser.
I sent in my old fuser and emailed Mark, letting him know I sent it in. A few days after, I had gotten a call from Mark, stating they'd gotten the fuser but wondering where the original box and instruction manual were. I had, unfortunately, skimmed over how that was needed and, after a two hour fruitless search for both box and manual from 01/21/2013, called him back to let him know I was sorry but couldn't find them. Rather than telling me something along the lines of "you're luck" and sending me back the old one, Mark told me he would have the new one sent to his office, keep the box and instruction manual, then send the new one back to me as I had sent him the old one. I had just received the fuser yesterday and look very forward to putting it back into the printer and getting everything running again.
As a customer service representative myself (with over five years of experience), I appreciate Mark going above and beyond the company guidelines to help me as well as staying in touch with me during the whole duration, rather than vanishing and assuming everything had worked out as it should. When he offered further assistance, he actually meant it, rather than offering it as a pacifier to an upset customer. He is a credit to the company and the reason I will continue doing business with PCNation in the future. read more
