ImageClass MF753 Cdw Pseudo Paper Jam ADF

[LARRYMCCOY1959]

I have been purchasing Canon products (printers, scanners, cameras, other electronics) for 30+ years and am highly disappointed in the inferior quality as of late and their absurd solutions to defective products. I will look to other manufacturers to supply my home office.

I purchased the aforementioned printer October 2024 via the Canon store on Amazon for a price of $429. Return window closed 11/12/24. The product was working perfectly with limited use until yesterday. The printing portion of all-in-one still works but scanning is crippled. I have only used the scanner for maybe 30-40 sheets of dual-sized scanning. Much too early for a practically new product to malfunction.

Yesterday I turned machine on to scan multiple documents and an error message displayed "paper jam", open feeder cover". I followed the instructions perfectly and no paper jam exists and has never had a paper jam. I checked all other paper feed trails, ink drawer, etc. I reviewed technical support and tried various suggestions such as unplugging for a printer reset. Nothing worked. I did notice that closing the feeder door does not register and the printer still thinks the door is open. No beep when paper is fed in into the feeder.

Today I talked to technical support and they feel that a sensor has malfunctioned. A bad sensor after only maybe 2 hours of use!!! Their solution: they will send a refurbished machine under warranty. Absolutely not! I'm not giving them a brand new printer with very limited use for a refurbished one that probably has 1000's of hours of use that simply had the counter rolled back to "0" and cleaned up and repaired. They would not authorize repair at a local authorized Canon repair shop.

I have contacted Amazon to see if they can get Canon to send a replacement machine, not refurbished. I'm waiting for a return call after they discuss with Canon.

I contacted a local Canon repair shop (not an authorized repair shop). They agree it is probably a bad sensor. Replace just the sensor? No you can't do that...the entire upper assembly has to be replaced at a cost of about $250. I am not paying 50% of the original price to repair the machine. That would effectively make the printer cost: $679 [429+250]. With very limited use, I expect a new replacement or authorization to have repaired locally at their cost.

I can't get to the main menu on the scanner to get to maintenance mode due to error message. If someone knows how to correct the error message, overcome the sensor problem, please advise.

In the meantime, I'm going to start looking at Brother, other manufacturers (except HP as they are just as bad). Sorry Canon but your products and technical support has turned to crap. I no longer consider myself a loyal Canon customer.

[shadowsports]

Hi Larry

Sounds like support is trying to work with you.  I'm sorry you don't feel what's being offered is acceptable.  I think they're trying to get you into a working status as quickly as possible.

I can only share my experience. I've purchased a lot of refurbished gear from Canon.  Gear that greatly exceeds a $429 threshold. These were lenses and all performed perfectly.  Your printer comes with a 3-year warranty.  That's a lot better than the 90-day or one year you get from others.  You are also getting shipping which is another thing other manufacturers make you pay for.

I'm sure your refurbished device will come with brand new toners too.  So you could take those out and put your existing toners in to the replacement unit.  I think in the end this may be a win/win situation.  Just something to think about. 

Good luck, I hope everything works out.  

[LARRYMCCOY1959]

I reached out to Canon again and accepted the refurbished solution reluctantly. Product Fedexed overnight and I inspected and photographed upon delivery. Product appears new and packaged appropriately. After pulling off the securing tape I then proceeded to inspect each drawer and component of printer. I immediately found a broken roller in the feeder. The end of roller wheel was loose under the door and it doesn’t appear it can be reattached. Was this unit even used inspected prior to shipment?!! It also did not include any ink wells which I considered to be a good bonus for accepting a refurbished product. Needless to say I am NOT a happy customer at this point. Another call out to Canon technical support. This, unfortunately, has NOT changed my current opinion of Canon and its commitment to customer service. I definitely will not be purchasing any more Canon products if they cannot remedy this quickly.

UPDATE: Just got off the line with technical support (Keith). Another replacement being sent. I requested an inconvenience bonus, i.e. ink, for this blunder by Canon. Denied but will send up the line to a supervisor. Very sloppy Canon. Very sloppy.