Absolutely terrible customer service! I sent back ...

Absolutely terrible customer service! I sent back a printer that was dead on arrival. The customer service reps stated that I would be refunded immediately. They refused to accept the return after having it for over a month in their warehouse (11/7 arrived, 12/7 was their official response). I have the UPS tracking number to prove it, customer service rep Joanna (Manager) admitted this and wouldn't even apologize. 7-days later I received a cryptic email that said the printer was "heavily" used, I took a picture of the print count prior to sending it out... 0000 copies printed. How could this be heavily used if it was sold as "new". Also they are refusing to send me back the printer until I pay for return shipping. Don't trust this company, they do not stand behind their product.