****** - Verified Buyer
4.5
This Dell-compatible cartridge was purchased and received (very quickly) in November 2011. Unfortunately, the cartridge was not needed until Jan 2012. When the item was actually installed, we discovered it was leaving a black stripe along the right edge of every page. Having seen this in defective cartridges for other printers (different makes), I realized that this could be a BIG problem (well over the 30-day exchange limit usually in effect with Amazon). It was an expensive cartridge (but much less expensive than the original brand) so I decided to defy the odds and contact the company. Now comes the outstanding customer service part: I sent an email, including a PDF sample of what I was seeing, and they responded within 2 hours (amazing!). They apologized and informed me that a new cartridge was being shipped immediately - no questions, no argument. I was truly taken aback - as anyone who has read the reviews of companies selling printer cartridges on Amazon will know, this can become a horrible nightmare. Instead, it was simple, fast and amazing.The new cartridge arrived within 4 days. However, the installed cartridge began, inexplicably, to print correctly (no latent images or streaks). I contacted the company to suggest that we keep the now working-perfectly cartridge and pay them for the replacement - but they said "No - please send the cartridge that was having a problem back to us. We want to take no chances that it will develop a problem again. We also want to examine it to see if we can determine what went wrong." Now THAT really was amazing - not only did they take ownership of the problem, but they demanded the opportunity to correct it. With the pre-paid label they sent me to return the "damaged" cartridge with, the cost to me was zero and the result was a perfectly working cartridge and a very happy customer (who will continue to buy printer cartridges from this company).This product, and the company selling it, deserves your support. With this kind of customer service, this company deserves to be around for a long time!UPDATE - MARCH 1, 2012Some serious concerns have arisen concerning this company since I originally wrote this review. Although the cartridges are rated as providing approx. 21,000 copies, after buying five of these cartridges, we have yet to see anything close to that yield. Approx. close to 4,000 is more realistic (we print tax returns for approx. 5,000 clients during the tax season, using 3 printers (only one Dell) and a high-speed copier). Originally, we were purchasing the normal yield cartridges from Dell and getting the same yield (approx. 4,000) which was acceptable. The cost for the high-yield cartridges are more than double the cost of the normal yield cartridges. Getting over 5 times the yield for only 2.5 times the cost seemed like a great deal - but, again, the yield has been very disappointing. When this concern was related to the company, it fell on deaf ears - three emails have brought no response at all. Additionally, they have apparently discontinued their program of offering free return of the empty cartridges for recycling - three requests for the labels have also been ignored. So the empty cartridges are headed for the local landfill and we are searching for a new supplier or going back to Dell. A good price is only a great deal when it is for a good product and backed by good customer service - all of which are now in question concerning this company.EPILOGUE - MARCH 19, 2012After posting the above update, the CEO of the company contacted me and expressed his personal apologies to me and promises that the "wrongs would be righted". He explained that the unanswered emails were due to an employee's error, as well as a planned facilities re-location which caused havoc with some of their connections. I was assured that he would be monitoring this and that the employee now understands the importance of follow-through to make certain a customer is satisfied. In addition, I was also assured that the recycling of their cartridges was very important to them and, again, the labels should have been emailed immediately. I have since received copies of the intended email replies, including the labels for returning the cartridges to them at no cost to me.To be completely fair, I was very surprised to get this response from the CEO of the company (who called me three times!). Obviously, they are very serious about wanting 100% customer satisfaction and earning customer loyalty. That is VERY refreshing, and encouraging, in this economy where so many businesses are cutting back in customer support.After examining additional printer reports, we have also determined that, although it isn't up to what we had hoped, the AVERAGE yield of the cartridges is close enough to the average yield we received from the OEM cartridges (and the cost is significantly less).As a result of this, we will continue to support this company with our business. Hopefully, they will continue to build their company on this kind of customer support!
