Printer update – better news

On Friday, I finally got a reply out of Canon tech support. They had decided that it was beyond them and that my machine required a service. A number was supplied in order to make an appointment.

Canon outsource their servicing to an organisation called CURA. Dealing with them is, after my experiences with Canon, a revelation. I called the number yesterday. I spoke to a human being. He gave me some instructions by email to reset the printer which I tried – but they didn’t work. They then called me to arrange for an engineer to visit – and I had in mind that I’d have to ship my machine to some servicing depot. The engineer came today and was here for two hours. He tried everything, of that I have no doubt. His conclusion is that the network card on the machine is faulty, so he has ordered a replacement part. Later this afternoon, I had another call to make a new appointment for him to come back and fit the new card – he’ll be coming Tuesday (I was offered an earlier appointment which I couldn’t do and we lose two days for the holiday). The engineer was genuinely sorry that he’d been defeated by the machine.

If only Canon tech support had the same level of service and same approach as these CURA people! If they had, I wouldn’t have got so annoyed with Canon and wouldn’t have bored you rigid with all these posts about my printer. As it is, I’m still not inclined to buy another Canon product because I don’t want to go through all this again. But I’ll be keeping that CURA number safe.

The only thing that isn’t certain is whether the repair will work. All we can do is keep fingers crossed. Inevitably, I will update the story here.

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