Friday, January 23, 2009

Response from Lexmark RECEIVED!

The Story So Far:

Persistance has paid off - I received a letter from Lexmark in the mail today. Right off the bat, I have to be honest - it's a response to my first letter, dated December 19, 2008. According to two postmarks, it looks like it got lost in the mail once or twice before it finally made its way to my house:

Here's the letter:

The text reads (emphasis added by me):

Dear Brahm, 
Thank you for your inquiry. 

Certain Lexmark color lasers, including the C530dn printer, do print manufacturer and serial number data on printed output. This technology was developed by the color copier industry nearly 20 years ago as a measure to combat the counterfeiting of currency and it continues to be used by many copier and printer companies throughout the world. We do not believe this technology violates any law or infringes any privacy rights

The technology cannot be disabled in your C530dn. We regret that you are unhappy with our product. Under the circumstances, we would be happy to provide a full refund of your purchase cost for this printer. Please contact 1-800-LEXMARK if you would like to return this printer. 

Edward Russo, Lexmark Support Specialist. 

SO. My choices are return the printer for a full refund, or keep pressing the issue. 

To me, the choice is pretty clear. Lexmark stated it pretty plainly in their letter: "you won't find a colour laser printer throughout the world without this technology". 

Though I appreciate the offer of a full refund, I still need a colour laser printer and my privacy concerns have not been adequately addressed - I'm invested in this issue for more than just my personal needs. In the eyes of the Privacy Commissioner of Canada, I believe I have fair grounds to submit a complaint, which is what I will start working on in the next few days. 

I'm also going to send Edward a response and see what he meant when he said "certain Lexmark color lasers". If there is a consumer model color laser that does not print forensic tracking dots, I would be much happier with an exchange, and that information would be great for consumers to have. 

Perhaps other Lexmark consumers would be happy with a refund after finding out that their printer is spying on them. If so, I recommend that you write a letter to:

Lexmark Intl. Inc
740W. New Circle Road
Lexington, KY  40550
NA CPD 3rd Level Support
Dept. 5040L51/004-2
C/O Ed Russo

Good luck consumers! I will keep this blog updated as I put together a new letter for Edward. Barring that, it's off to the Privacy Commissioner!  

1 comment:

  1. Lexmark seems to have a very odd customer service policy. Reading through this blog Iam off the opinion that they find your issue to be irritating for them to solve. Very weird. Good luck Brahm.