Epson 4880 Printer Problem: Word of Warning

[sanyasi]

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My Epson 4880 Pro Stylus printer is broken. It is not feeding paper properly. The paper is slipping, jamming, and passing through blank.

 

On hearing about my problem, the service center tech knew instantly what the problem was. I believe he referred to it as the AFS system (automatic feed system). The entire system needs to be replaced at a cost of $300.

 

He asked me what paper I was using and I told him Moab and Hahnemuhle. He said he was not surprised--they see this problem frequently with those papers when fed as sheet (rather than roll)--more so with Hahnemuhle. It didn't surprise me either. I suspected that the heavy coatings were resulting in build up on the mechanism.

 

He said that they originally addressed the problem by cleaning the residue off the rollers, but that people were having the same problem a month or two later, so now they just replace the entire mechanism.

 

I have decided to replace the mechanism rather than buy the Epson 4900, which replaced the 4880. He indicated that they have not seen the same problem with the 4900 (its been out for somewhere around 2 years). He indicated that the 4900 has an entirely new feed system. He wouldn't commit, but he said you could probably replace the 4900 roller yourself (he doesn't know me and my mechanical abilities), suggesting that it is a simpler mechanism. In fairness to the technician, he was making no promises and went out of his way to say that Hahnemuhle is not a bad paper or product.

 

So the lessons:

 

If you are using Hahenmuhle on a 4880, don't be surprised if you eventually have this problem. I am a hobbyist and have had the printer for 2.5 years, so my usage is low. The readout shows 1,187 total prints.

 

I don't know anything about the mechanics of printers, but I have to believe that other printers may run into similar difficulties with paper that has heavy coating.

 

It sounds like this is not a problem with roll prints, but you have the curling problem.

 

I have no other complaints with the printer. It otherwise creates great prints.

 

Best regards,

 

Jack Siegel

[Jeff S]

I've printed just under 3000 prints on my 3800 over a 3 year period, using Hahnemuhle for my b/w work. I've had no roller problems whatsoever. I do, however, use the front feed mechanism for these thicker papers, which better facilitates handling. I have no idea, however, if this lessens the potential for any roller issues. I also don't know how the 3800 differs from the 4800 series in this regard.

 

Jeff

[sanyasi]

Somewhat disappointingly, the 4880 is supposed to be the industrial strength version, which makes me also think about going back to the less expensive printers like the 3800. My cost of getting the printer fixed will include a $150 house call. Driving the thing 40 miles in my car is not very practical given the size and weight.

[Jeff S]

Yes I know about the heavy duty version; a good friend uses both the 4800 and 4900, but hasn't had the issue you cite. I was referring to whether using the front feeder makes any difference concerning the rollers.

 

I'm surprised, though, that if it's a known issue that Epson didn't consider it a covered repair, despite the age. I used a 3rd party service, still an authorized Epson repair facility, when I had a clog issue early on with my 3800. They not only fixed the problem but gave me a full set of inks ($400 value) for my troubles. And they picked up and returned the machine (half hour drive each way) as a courtesy to an upstairs office for a mere $50.

 

Jeff

[sanyasi]

Thanks for the comment. You've been helpful in the sense that I may try front loading as a permanent alternative even after I get the printer fixed. I do one sheet at a time, so it really doesn't matter.

 

I since found the e-mail of the person who handles consumer concerns for Epson and sent them an e-mail describing my problem and concerns. I am fairly laid back about this sort of stuff. No equipment is perfect and it all eventually has its issues. At the same time, it shouldn't happen that quickly. We will see whether they do anything.

 

Just to be clear: My initial post was not meant as a complaint, but as information for other users of the 4880.

 

Best regards

 

Jack Siegel

[sanyasi]

Just got off the phone with Epson customer relations. As the service center advised, they blamed the problem on the paper--Hahnemuhle--rather than the printer. The person indicated that they only tested Epson paper. She said this was a "learning experience" for me, and now I know not to use Hahnemuhle heavy coated papers. I asked why they can't say that when they sell you the printer. No answer to that. In the future, I am supposed to call Epson pre-sales to learn what non-Epson papers work well with their printers.

 

At this point, I plan to repair the printer, but will be looking at different brands in the future.

[Jeff S]

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Sorry to hear that response. I'd find a different service center before I'd find a different printer or paper. I know several people with this printer (or 4900), none of whom have your issue using Hahnemuhle regularly. And as I wrote earlier, my 3800 works fine with these papers.

 

Jeff

 

PS An obvious thing, but have you set the platen gap to a wide setting and bent the paper to uncurl it before feed?

[sanyasi]

Thanks. Yes I have done that. However, I am going to get my $150 worth out of the service call. I have found the tech people are pretty helpful, so I've got a bunch of questions.

 

I was actually pretty surprised by the response. I had a problem with Moab paper a few years back. One of the mail-order houses kept sending me open packets of paper. For $100 for 25 sheets of paper (or whatever it is), you should get unopened paper. I sent an e-mail to Moab and got a great response. The guy sent me free paper and some other stuff and gave me the name of someone to call if I had problems or questions. I still use Moab paper when appropriate. Had I been Epson, I would have said maybe you should give our paper a try, let me send you a box. That might have turned a bad situation into an opportunity for them. Oh well. I am not a stockholder.

 

Thanks for the advice.

 

Jack Siegel

[Jeff S]

My suggestion is to try Canson Infinity Baryta Photographique. It's a beautiful paper, using no optical brighteners, and is thinner and easier to handle than the Hahnemuhle papers. It has a slightly cooler (whiter) tone than the Hahnemuhle Photo Rag Baryta that I also use (for b/w), but has a superb tonality and feel. As a bonus, it's also far less expensive.

 

Jeff

[sanyasi]

I agree. I bought a box of it and liked it.

 

Just as a follow-up, I sent a quick e-mail to Hahnemuhle late yesterday afternoon. They are already in contact. Just to be clear, I am not looking for anything free out of any of these companies: I just think that manufacturers need to be realistic in terms of what people are going to do with their equipment. In the United States, you might see a warning on a printer that says "Don't put your head in the printer feeder" Not really the case, but sort of highlights the crazy stuff you do see in product literature. Yet, they don't tell you, "Using this standard paper will screw up your printer" and then tell you "This is a learning experience for you." Why play this guessing game to my detriment? That isn't customer service.

[Jeff S]

Yet, they don't tell you, "Using this standard paper will screw up your printer"

 

Well I'm suggesting that perhaps one reason is that it isn't so in general, and that the problem might lie with some units that are faulty. I've heard nothing about your issue before this thread. Maybe I'll learn otherwise over time, but so far my experience, and the experience of others I know, is contrary. It could just be that you've been unlucky with that particular center and for some reason they don't want replace your machine. You're a lot more forgiving than I.

 

Jeff

[sanyasi]

I had never heard of the problem either, but the guy at the Epson service center basically told me what paper I was using before I told him. He said they have seen the same problems with the 4880 and the heavy Hahnemuhle papers. That is all I have to go on.

 

As for forgiving, I guess I have been around tech equipment long enough that I have come to realize that it just isn't worth blowing a gasket over. The manufacturers are going to do what they are going to do.

 

Thanks and I will post a follow-up once I have contact with Hahnemuhle.

[Jeff S]

Thanks. Did he say this problem was specific to the 4880? I'm trying to recall if one of my friends had the 4800 or 4880. Another friend had the 4900. Perhaps you have an unlucky Epson version?

 

Jeff

[sanyasi]

The e-mail from Hahnemuhle was just a "We will be in touch e-mail," so it didn't say anything about specific printers. It did say "Our papers are certified and as well accepted from EPSON." It then said the head of technical printing would be in touch. The author'e e-mail didn't give his title, but when I went through the company directory, I sent the e-mail to what appeared to be one of the two top guys at the company. So we will have to wait and see. On a worst case base, the head of technical printing may have some tips on how to configure the printer to avoid future problems. I will would like specific guidance, but if I can get something that covers multiple printers, I will try.

 

Epson is coming out tomorrow to repair the printer at a total cost of somewhere around $550.

 

Best

 

Jack Siegel

[sanyasi]

Just got off the phone with Hahnemuhle USA technical support. The support person, who has 20 printers onsite, likes the Epson 4880. He said I would have likely had the problem with any heavily-coated paper. His advise was to use the rear feeder rather than the paper tray. He said the rear feeder is designed to handle thicker paper. Moreover, he indicated that the feed path is more gradual, whereas the front tray feed requires a complete turn of the paper, which can increase curling. He said he used a 4880 this past week to prepare pamphlets that used 600 sheets of paper. He said he had no problems and expected that I would not have problems if I went to rear feeding. Since I do one sheet at a time, that's what I plan to do.

 

He encouraged me to call or e-mail with any other questions, so Hahnemuhle appears to be responsive, which is what I would expect from any producer of high-end product.

 

So I'll be printing this weekend. Hope this helps others.

 

Jack Siegel

[Jeff S]

Thanks for the reply, Jack.

 

I realize, now that I think about it, why I've had so much ease with the 3800, and why my front feed advice to you was misleading. The 3800 has three feed options; top, rear and front. It has no roll paper feed. Both the top and rear feeds on the 3800 are on the top of the machine, one behind the other. The rear feed can be used for thicker papers, but I prefer the front feed, which I was recommending to you, but which I don't think you have.

 

The front feed I use is designed for thicker stock and has a totally flat, straight in feed with no paper bend whatsoever. The paper literally feeds flat through the front of the printer to the back before printing, and then feeds right back to the front after hitting the print command. The gap can be set as wide as needed.

 

I should have remembered this because the friend I referred to who owns the 4900 uses the rear feed only with his papers (including Hahnemuhle) and has never had problems. I learned from him, too, that the manual for his machine doesn't clearly state that one needs to evenly apply pressure to the paper until the rear feed mechanism actually grabs and starts to pull the paper through in order to avoid skewing. The 3800 top feed automatically grabs the paper once it's left in the feed tray, so I don't need to worry about that when I use that feed. I never use the read feed on my machine, even though it can accommodate thicker papers, since the front feet is easier and better.

 

Jeff

[sanyasi]

Thanks. I think we have brought this to a successful conclusion. Hopefully others will benefit by thinking more about where to feed thicker paper. I must admit, it never occurred to me that the different options could make a difference with standard papers--canvas maybe.

 

Thanks for all the comments

 

Jacks