Dell AIO 962 - Horrible investment!!! Stay away from it

Question

Hi, I wanted to share my experience with the Dell All In One 962 multifunction printer.  When I first was researching AIOs, I came across the Dell 962.  For the price and the decent reviews I was highly impressed, so I purchased it in August last year.    At first it was great, fulfilled all my home needs.  The largest issue I had at the time was that scans via the ADF tended to be crooked.  When looking in the forums, I saw this was a common problem and that there was supposively firmware to be released to correct that.  I was certainly willing to wait for that as I could always scan on the flatbed in the meantime.   Well, after months, it became apparant that there was no firmware to be released to fix this.  That was just the beginning.   In May of this year, my printer exhibited odd behavior.  The printer function stopped working and displayed the following: Right Cartridge Incorrect.  I had searched the Dell website for support found nothing. However the forums show lots of people having the same issue. From what I have read Dell ink cartridges go bad very easily.  I replaced it with a different color cartridge with no luck.  I've soaked the bottom of the ink cartridge and blotted dry as suggested to with no luck. I've air cleaned the connection lead with compressed air as well with no results.  After all that, I gave in and contacted support.  To be fair they were very accomodating in sending a replacement printer.  Little did I know I was getting a refurbished model, who knows what problems are inherent with those.  Anyway, suprise suprise, same exact problem.  Fortunately the support team sent me yet another refurbished machine.  Luckily this one worked.   Now I am past the one year warranty.  In mid-September, I now have a new issue.  The printer buttons up front stopped working.   The power button sometimes works, but most often I have to unplug the machine and replug it in to get it to turn on.  Even then the buttons fail to work.  I can print usually ok, but the fax feature is gone now.  Not only that, but the scanning feature, while it still works, takes upwards of 30 minutes for a simple black and white document.  I've uninstalled and reinstalled the drivers, checked the firmware, nothing works.  Again, I checked these forums, and suprise, others have had the same issue with no resolution.    Based on the lack of quality of this product, I would highly recomment everyone to stay away from Dell printers.  They are clearly an inferior machine, built poorly, and will not last long.  I wouldn't spend my hard earned money on anything without expecting more than a year of service.   I hope this helps in anyone searching for a printer as this is a definite indication that there are better printers elsewhere.  Even if other printers have issues, they are bound to have better support in fixing the issue rather than sending refurbished machines.   Message Edited by Teja-Abby on 11-05-2006 10:39 PM

DarkMastyr · Answer

I'd have to concur. This has been a pretty poor printer in general, reflective of most of DELL's products these days. As of right now, my 962 won't even work due to a software error that's interfering with its capability to communicate with my computer. I've had issues with the scanner being jammed, the color cartridge not working, inability to recognize proper cartridges, and just extremely poor software.

I guess technically the 962 is a rebranded Lexmark, but that doesn't excuse DELL. I'd have to say one of the worst aspects, besides its reliability, is the fact that the toner cartridges are engineered to be low volume. Now I understand that manufacturers typically take a loss on the printers themselves and make up for them by selling the toner cartridges, but the rate at which this thing depletes ink is madness, and the software that intentionally gives you error warnings unless you buy a DELL specific ink cartridge is outrageous.

Until DELL decides to clean up its act, I will never again buy another one of their products, nor will I recommend their products to anybody (with the exception of their monitors maybe... as long as they don't pull another 2007FP debacle).

NemesisDB · Answer

ink jets (and especially ink jet catridges) don't have great track records anywhere. all of them seem to have head or ink problems -- especially if you don't use it much or leave the printer on but idle.

if you print any volume at all, lasers really are the way to go. they cost more up front but they'll save you a lot of time and frustration. this is even more true if you don't use color often.

Teja-Abby · Answer

I definitely agree with your comments NemesisDB. Laser is definitely the way to go. The only shortcoming though is that it does not print in color when needed. I know that I used my 962 fairly regularly, printing at least every other day or so, so there was never times where it sat in disuse. However I used the scanning feature much more, for keeping statements electronically that weren't available online or receipts for rebate/warranty purposes. The fact the machine wouldn't last a year really speaks to the quality of this machine. While you are correct that inkjets have lots of areas that can fail (more so perhaps than Laser), I would highly doubt that other manufacturers (ie Canon, HP, Epson) have just as short of lifespans (although there are no doubt some examples). Based on the feedback on this printer though, this seems to be more of the norm rather than the exception. As DarkMastyr states, I too would NEVER recommend a Dell printer (or Lexmark for that matter) ever. The only good Dell thing I have so far is my Axim 3x which is very good, so just to show this isn't a blind rant against Dell, I do like some products. This one though is just horrible and their inability to support it speaks volumes against this company and would make me question buying even a different product from them. It leaves a bitter taste... The response I got from support to replace right away was nice, but of course who wants to keep on replacing faulty equipment with more faulty equipment. I am sure now that I am over a year since my original purchase (and actually much less with this refurbished model) that this will fall on deaf ears now, especially since they don't even make this model anymore, moving on to a "redesigned" version that appears to have similar issues. Best of luck to those who have them, and to those who are researching, you've been warned!

I have since added a review to epinions about this printer, and have just purchased the Canon PIXMA MP830. It appears to have a much better track record, its been on the market for about a year now, with WAY FEWER complaints (there are some, but farther in between). I'll of course rate it as well, and hope for the best. It can't be any worse.

NemesisDB · Answer

we've been using a dell 1600N (multifunction laser) at work fairly heavily. it has its problems (replaced under warranty once, and quickly at that) but by and large the thing works very well. ADF almost never jams, which is by far the best thing about it :)

doesn't do color, obviously. color lasers are getting cheaper though. if you really print color every day you can probably justify it -- unless you specifically need ink.

Brbonham · Answer

Hi,   Can't believe that I have a pile of junk, too! I'm having the same problem with showing the right cartridge incorrect. Guess I will try a new cartridge and if that dosen't work, will junk it. I have had it for almost two years and this is the first time i have had this problem!

IUMBA1 · Answer

The thing is a peice of junk and Dell gives no relief. We have had the same problem and it is now the third time in two years. The first time they sent a replacement cartridge and it worked a few more months, the second time we had to buy a cartridge abd again it lasted a few more months.  There are several more other posts on this subject so it is not an isolated problem.  I think Dell has a defective product in either the printer or the cartridges and will not admit to it. Or they have made them become obsolete based on age on purpose to increase profits. I am so glad that you have to use genuine Dell cartridges to get this 'high' level of service and performance. Unfortunately the Indian service people are of no help. I have an HP combination printer, fax copier that is much older, gets the same use, does not eat cartridges (and cartridges are available anywhere) and never is a problem. This is my last Dell product. Good luck.

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