UGLY: Bad Quality Product, Awful Customer Service, Konica Minolta!
Originally posted August 6, 2008
As soon as our new "top of the line" printer arrived and started using it, we knew this might have been a big mistake. I called the customer support many times. Sometimes, they would promise to investigate the problem further and call us back. We never received that promised call back. After we spent many hours on the phone, educating some of the agents, Konica Minolta agreed to replace our brand new printer with an used/refurbished model less than a couple months after the purchase.
I wish I could tell you that that was the end of story. Before the warranty period was up, we ended up getting another refurbished printer. Having enough evidence for the low unacceptable product and service quality, we decided to extend the warranty for another year. During that time we received two more refurbished printer replacements.
I remember during that time we received an e-mail stating Konica Minolta wanted to improve quality of its service etc. inviting us to give feedback. As their product and service quality, it was a very poorly done online survey with very limited questions and free text field for comments. Free text field allowed users to put only one line of comment!!! I don't think this company was/is not serious to serve customers. They were just checking a task box to say that they have done the Voice of the Customer survey.
What is really striking is that how such companies in today's economy can still survive. Why are we, customers not saying enough is enough?
Today our interesting experience (necessity - not choice any more) with Konica Minolta continues with similar problems. We have to call them regularly to justify their pitiful existence.
As many Konica Minolta customers, we are shopping for a great printer with no service necessary or a good printer with great customer service.
We give Konica Minolta the UGLIEST company in the world award with unacceptable low quality product and customer service.