Dear Canon Customer Support,
I am writing to share my disappointment with my recent experience using the Canon PIXMA TR7020a printer. I have been a loyal Canon customer for many years with cameras, lenses and printers. My previous printer was the PIXMA MG6320 series, which I purchased in 2013 for $99 at Best Buy. It was an outstanding printer that served me reliably for a decade. Unfortunately, when its ink absorber became full, I learned through Canon’s website that there was no viable repair option, effectively rendering the printer unusable despite its otherwise excellent performance.
Because of my positive history with Canon, I had no hesitation in purchasing another Canon model. I recently purchased the PIXMA TR7020a during a Black Friday promotion, trusting that it would deliver the same quality experience. Unfortunately, it has been the opposite.
Several issues have made the TR7020a frustrating and impractical to use:
- Interface and usability: The settings menu is confusing and not intuitive compared to my previous model.
- Rear tray design: It is extremely difficult to use. I often have to turn the printer sideways just to load paper, which is impractical.
- Paper handling: The printer cannot reliably feed paper. It frequently pulls multiple sheets at once, causing jams.
- Error handling: When a jam occurs, the printer instructs me to clear it, but then acts as if the document was printed successfully and continues to print the remaining pages, leaving out the page that was jammed.
These design and functionality issues have made the TR7020a a constant source of frustration. This is especially disappointing because my past Canon experience set such a high standard.
At this point, I am asking Canon to address these concerns. Whether through an exchange for a more reliable model, a refund, or another solution, I would greatly appreciate your assistance in making this right. There is nowhere to email a customer complaint. I was told to try "customerservice@cits.canon.com" but that got bounced back along with other iterations of that email address, so here I am posting to a community forum.
I trusted Canon because of the quality and reliability of my first printer, and I hope you will stand behind your products and your customers.
Sincerely,
Mark
