This morning I called Epson technical support. Told them I bought a wiper cleaner assembly from one of their three US Epson parts distributors, and installed it myself. Guy wasn't familiar with the part. I told him what it was, how easy and vital it was to replace regularly. He agreed. Then I asked him the million dollar question:
Eric; "How do you reset the counter for the wiper cleaner assembly once you've installed it?"
Epson; "Oh I don't think you can do that. ....Yeah, you used to be able to do that on older models but not these new machines. Now a service tech has to do it for you. They use a special computer program on their laptop and reset it for you."
Eric; "I'm pretty confident users used to be able to do this, actually on these particular 79/9900s. But then I think Epson blocked that option with a firmwear update last year."
Epson; "Yeah, that might be true. ...Could be. ....So no, you can't reset the counter on the wiper cleaner assembly."
Eric; "I'm not complaining to you right now, I just want to be clear and fully understand you. We both agree a fresh wiper is vital to the successful use of these 79/9900 printers. We both agree that nozzle clogs on these machines is a particularly common problem. We both agree that while users think they are doing good, by performing multiple cleanings to clear clogs, that in the case of a compromised wiper they are likely making their problems worse. We both agree being that this one part is not included with a pump and cap assembly, which includes every one of the rest of it's parts, it is most likely that Epson expects the wiper cleaner assembly to be replaced far more often than the entire pump and cap assembly And finally we both understand that the 79/9900's wiper cleaner assembly is a $13 part which is painfully simple to replace - a simple snap in and out with your finger tips."
Epson; "Yeah, I do agree"
Eric; "So what you are actually telling me is that to replace this vital $13 snap-in part on on my 7900, it'll cost me $300 in a service call because I can't reset the counter?
Epson; "Yeah, that does seem crazy doesn't it. I don't understand it. But that's how it is. You can't reset the counter yourself."
Eric; "I am a member of a huge community of 79/9900 users, many of whom would like to be able to successfully run and maintain their printers - without having to pay some $300 repair bill to replace a $13 part that takes a tech less than four minutes to replace. So at this point I would like to ask you, because I do believe Epson is a company that wants their users to be successful and happy, who do I call? Who do I email? What form do I fill out and where do I send it - so that Epson can hear feedback and possibly make an adjustment?"
Epson; "That's a very good question. We have nothing in place for that though. There is no one to call or write to. All I can offer you is that I put this request in my log, and submit it. We do log our tech calls - the problems and the requests. If enough requests come through for something like your user-performed wiper cleaner replacement, they do consider it."
Eric; "OK so here is my request - I want users be able to change their wiper cleaner assemblies and reset their counters, all on their own - with no service calls and therefore no unnecessary expense."
Epson; "OK I will submit that"
