Faulty Lexmark Imaging Units.

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  • Lagonda
    Service Manager

    Site Contributor
    1,000+ Posts
    • Aug 2008
    • 1650

    Faulty Lexmark Imaging Units.

    Hi All,
    I usually try to keep well away from the Lexmark end of this business but at the risk of being buried under a mountain of duff IU's I'm forced to seek help from the experts.
    First up whats the problem with these IU's? the failure rate seems very high. Secondly how do you claim warranty from Lexmark? Some models, no problem, "Your replacement is in the mail".......
    Same IU but different model, i.e. M5055, "Sorry we don't make, them you must have had them manufactured. Go and claim them from your supplier" .
    So I put a claim into either Alloys or Synnex and get "Yes they are Lexmark genuine, contact Lexmark for a replacement"....

    Is there a secret to get Lexmark to take responsibility to replace their faulty product? If so please let me in on it before my blood pressure goes into hyper drive!
    Last edited by Lagonda; 02-11-2016, 05:51 AM. Reason: one day i will learn to spel.
    At least 50% of IT is a solution looking for a problem.
  • Lagonda
    Service Manager

    Site Contributor
    1,000+ Posts
    • Aug 2008
    • 1650

    #2
    Re: Faulty Lexmark Imaging Units.

    Is nobody else out there having problems with Lexmark Imaging Units?
    At least 50% of IT is a solution looking for a problem.

    Comment

    • Elmtech
      Trusted Tech

      100+ Posts
      • Nov 2013
      • 155

      #3
      Re: Faulty Lexmark Imaging Units.

      Yeah I have heaps of failures on the Lexmark imaging units. M5055, MS810, MS710, MS510 as well as all the MX versions as well. Rarely last the full duration had some fail in less than a month. Not sure on the returns I don't handle it but been dealing with it for near 2 years now.

      Comment

      • subaro
        Service Manager

        1,000+ Posts
        • Oct 2010
        • 1272

        #4
        Re: Faulty Lexmark Imaging Units.

        Originally posted by Lagonda
        Hi All,
        I usually try to keep well away from the Lexmark end of this business but at the risk of being buried under a mountain of duff IU's I'm forced to seek help from the experts.
        First up whats the problem with these IU's? the failure rate seems very high. Secondly how do you claim warranty from Lexmark? Some models, no problem, "Your replacement is in the mail".......
        Same IU but different model, i.e. M5055, "Sorry we don't make, them you must have had them manufactured. Go and claim them from your supplier" .
        So I put a claim into either Alloys or Synnex and get "Yes they are Lexmark genuine, contact Lexmark for a replacement"....

        Is there a secret to get Lexmark to take responsibility to replace their faulty product? If so please let me in on it before my blood pressure goes into hyper drive!

        What are the failure symptoms or issues of the failures ?.
        THE ONLY THING FOR EVIL TO TRIUMPH IS FOR GOOD MEN TO DO NOTHING..........edmund burke

        Comment

        • bryand
          Technician

          50+ Posts
          • Jul 2008
          • 92

          #5
          Re: Faulty Lexmark Imaging Units.

          We see a very high failure rate on all Lexmark toners, all in one's, new machines etc. And yes the supplies have to be rma'd to the supplier but they really don't want them back as they probably don't have a 50,000 sq ft building to house all the defective Lexmark stuff.

          Comment

          • Lagonda
            Service Manager

            Site Contributor
            1,000+ Posts
            • Aug 2008
            • 1650

            #6
            Re: Faulty Lexmark Imaging Units.

            Originally posted by subaro
            What are the failure symptoms or issues of the failures ?.
            You name it, it has it! Blank white lines down the page, dirty smear down the page and a heavy background over all the print out.

            Anybody heard any word from Lexmark about the problems?
            At least 50% of IT is a solution looking for a problem.

            Comment

            • Lagonda
              Service Manager

              Site Contributor
              1,000+ Posts
              • Aug 2008
              • 1650

              #7
              Re: Faulty Lexmark Imaging Units.

              Well don't bother wasting your time asking Lexmark why their imaging units are failing so often, I tried and got nowhere.

              ....................the amount of these imaging units that are being returned by customers. Is there any reason why so many are failing?

              And their reply was;

              For print quality issues, we also check the printhead lense or the toner darkness as it's not usually an imaging unit problem. Also we make sure that the firmware is updated to the latest version to avoid issue to recur after an imaging unit replacement fixed the problem.


              Now I've been in this industry for a lot of years now but I still haven't worked out how updating firmware can solve crappy manufacturing problems!!

              I was going to reply to that email but I think sarcasm, irony and outright abuse would be lost on them.
              At least 50% of IT is a solution looking for a problem.

              Comment

              • fixthecopier
                ALIEN OVERLORD

                2,500+ Posts
                • Apr 2008
                • 4714

                #8
                Re: Faulty Lexmark Imaging Units.

                Yes, Lexmark stuff has a much higher failure rate than others. How many OEM transfer belts have you ever had be bad out of the box. I have had 2 Lexmarks in 2 years and none by any other brand.
                The greatest enemy of knowledge isn't ignorance, it is the illusion of knowledge. Stephen Hawking

                Comment

                • hptech34

                  #9
                  Re: Faulty Lexmark Imaging Units.

                  Originally posted by Lagonda
                  Well don't bother wasting your time asking Lexmark why their imaging units are failing so often, I tried and got nowhere.

                  ....................the amount of these imaging units that are being returned by customers. Is there any reason why so many are failing?

                  And their reply was;

                  For print quality issues, we also check the printhead lense or the toner darkness as it's not usually an imaging unit problem. Also we make sure that the firmware is updated to the latest version to avoid issue to recur after an imaging unit replacement fixed the problem.


                  Now I've been in this industry for a lot of years now but I still haven't worked out how updating firmware can solve crappy manufacturing problems!!

                  I was going to reply to that email but I think sarcasm, irony and outright abuse would be lost on them.
                  I've had my hands in HP, Brother, Kyocera and Lexmark for 15 years now and over the past 2 years I have moved to a new company where my primary job is strictly HP and Lexmark. Speaking of Lexmark, I have had issues with image units but not to the point that you all seem to be. I see on average 3 Lexmark's daily. We service and sell here and the only thing I do that maybe different than some others is I update firmware on every single Lexmark that leaves this office before it leaves and it doesn't matter to me if the machine is up to date when it is unboxed. Sure I get the paper jam and maintenance message commonly and occasionally the 900 firmware error and an image unit or two but for the most part, smooth sailing. Just my two cents..

                  Comment

                  • Thom
                    Technician
                    • Jul 2014
                    • 22

                    #10
                    Re: Faulty Lexmark Imaging Units.

                    I have a customer with an MX812 that has had light copies and gets only about 10k - 15k from them. I'm pulling my hair out trying to figure out if it's the imaging units or the printer...(a new IU fixes the issue for 10K - 15k then it gets light and streaky again).

                    Comment

                    • Lagonda
                      Service Manager

                      Site Contributor
                      1,000+ Posts
                      • Aug 2008
                      • 1650

                      #11
                      Re: Faulty Lexmark Imaging Units.

                      Originally posted by Thom
                      I have a customer with an MX812 that has had light copies and gets only about 10k - 15k from them. I'm pulling my hair out trying to figure out if it's the imaging units or the printer...(a new IU fixes the issue for 10K - 15k then it gets light and streaky again).
                      It,s the IU. Just email Lexmark and ask for a replacement and attach the Device Statistics and Copy Quality pages. The will email you back and say either a new IU is on its way or the printer is a BSB model and you claim a replacement IU from your wholesaler.

                      HPtech, we must have a bigger fleet of Lexmark's as we would service 15 to 20 a day and I send at least 10 IU's a week back to Lexmark.
                      When will they get the message they have a major manufacturing problem?
                      At least 50% of IT is a solution looking for a problem.

                      Comment

                      • NeoMatrix
                        Senior Tech.

                        2,500+ Posts
                        • Nov 2010
                        • 3514

                        #12
                        Re: Faulty Lexmark Imaging Units.

                        Originally posted by Lagonda
                        It,s the IU. Just email Lexmark and ask for a replacement and attach the Device Statistics and Copy Quality pages. The will email you back and say either a new IU is on its way or the printer is a BSB model and you claim a replacement IU from your wholesaler.

                        HPtech, we must have a bigger fleet of Lexmark's as we would service 15 to 20 a day and I send at least 10 IU's a week back to Lexmark.
                        When will they get the message they have a major manufacturing problem?
                        I believe customer low quality Paper is most likely causing the problem with Lexmark Imaging Units.

                        Unless the Tech's have worked on Kyocera PCU's, they are probably unaware of similar charge roller issues and how to take the extra steps to service the Image Unit when doing a normal PM. The IU's in the Lexmarks are suppose to be non-serviceable units. You may need to look at changing that non-service option with each MFD PM to extend IU life.
                        Inauguration to the "AI cancel-culture" fraternity 1997...
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                        Comment

                        • Lagonda
                          Service Manager

                          Site Contributor
                          1,000+ Posts
                          • Aug 2008
                          • 1650

                          #13
                          Re: Faulty Lexmark Imaging Units.

                          Hi Neo,
                          These Lexmarks that are giving me grief are A4 desktop boxes so they don't have a PM period as per real photocopiers. The IU is supposed to get changed every 60k but they are dying around 30k.
                          Just out of interest I just pulled one to pieces and the charge roller was as clean as but there was a huge amount of junk behind the meter blade. It probably is paper dust but since they are failing all across town from law offices to warehouses I don't think you can blame the paper. One of the customers uses nothing but top grade best Brazilian rain forest paper and theirs fail as often as dead end customers that use recycled toilet paper.
                          My guess is that the cleaning blade isn't up to the job.
                          At least 50% of IT is a solution looking for a problem.

                          Comment

                          • Lagonda
                            Service Manager

                            Site Contributor
                            1,000+ Posts
                            • Aug 2008
                            • 1650

                            #14
                            Re: Faulty Lexmark Imaging Units.

                            Its just after mid-day and another two dead IU's have just appeared beside my desk It's going to be a long Friday afternoon
                            At least 50% of IT is a solution looking for a problem.

                            Comment

                            • fixthecopier
                              ALIEN OVERLORD

                              2,500+ Posts
                              • Apr 2008
                              • 4714

                              #15
                              Re: Faulty Lexmark Imaging Units.

                              Originally posted by Lagonda
                              Hi Neo,
                              These Lexmarks that are giving me grief are A4 desktop boxes so they don't have a PM period as per real photocopiers. The IU is supposed to get changed every 60k but they are dying around 30k.
                              Just out of interest I just pulled one to pieces and the charge roller was as clean as but there was a huge amount of junk behind the meter blade. It probably is paper dust but since they are failing all across town from law offices to warehouses I don't think you can blame the paper. One of the customers uses nothing but top grade best Brazilian rain forest paper and theirs fail as often as dead end customers that use recycled toilet paper.
                              My guess is that the cleaning blade isn't up to the job.

                              My lexmark customers use recycled paper. I do not believe that is the issue as the HP;s handle it fine. Blade failure is the most common issue. I have opened a new OEM Lexmark cartridge, pulled the strip and have toner pour out onto the floor. Lexmark US will not replace them. They buy the Lexmarks for a lot less than the HPs. You get what you pay for.
                              The greatest enemy of knowledge isn't ignorance, it is the illusion of knowledge. Stephen Hawking

                              Comment

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