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I was trying to print on cardstock and I got a message that…

Customer Question
I was trying to...

I was trying to print on cardstock and I got a message that there is a paper jam. I followed the instructions on the screen. I can not find any paper that is jammed anywhere, and I have removed the rear cover and the front cover multiple times, but I still get the same error message. How do I get rid of the error message and print again?

Technician's Assistant: What's the exact make and model of your printer, and can you guesstimate how old it is?

Epson Workforce WF-3620. It is only a few months old. I got it on warranty as a replacement for one I had bought formerly that was having problems with leaving streaks when it printed. In spite of spending an hour or so on the phone with a technician and cleaning the print head repeatedly, the problem could not be corrected. So Epson sent me a new (or maybe it was actually reconditioned one.)

Technician's Assistant: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?

Intel core 17 PC. I think it's Windows 10.

Technician's Assistant: How long has this been an issue? What happened right before this popped up?

I have had a paper jam occasionally, but it hasn't been a big problem. I was trying to print on cardstock that may have been a bit heavier than normal. But I don't think the cardstock actually got stuck in the machine. It didn't even come out of the tray if I remember correctly.

Submitted: 9 months ago.Category: Printers
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Answered in 20 minutes by:
11/13/2017
Technician: Kris R, Computer Hardware Engineer replied 9 months ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 4,548
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 9 months ago
I've had minor paper jams a few times before, but usually after clearing the paper out, the error message disappears and I can print again. This time it won't let me do anything.
Customer reply replied 9 months ago
I thought I was contacting Epson directly for help. I was a little surprised when I realised I had to pay $5 to get help, but thought it was not a big deal. Now you are trying to charge me $52 to remotely access my machine? Thanks, ***** ***** thanks! Please remove me from whatever I inadvertently joined, and do not charge me! This is ridiculous! Is this a scam, or what?
Technician: Kris R, Computer Hardware Engineer replied 9 months ago

The service is not $5.00 and you have been charged more than that.
I cannot handle payment issues as I am an end user to the site like you please call 1(###) ###-####and speak to the billing team and once you're happy, let me know and we can continue.
Regards
Kris

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