Sorry Time, I know very, very little about scanners, or any image-related stuff for that matter. Years ago, I had persistent problems with two particular Epson printers (ones that broke and were fixed, broke again, fixed, broke again) and wrote to their service people. (Real writing, on paper I mean.) I could not have been happier with their response, and have been a rusted-on Epson fan ever since.
In one instance, the printer was four or five months out of warranty but it had had a history of problems, this was the third failure I think. They wrote back to me and said "Mr Wilson, if we send you a brand-new Epson printer, would you mind presenting it to your customer with our compliments?" A newer, better model too. I never forgot that.
But it's a long, long time ago. In the, oh, maybe five or seven years since then, we simply have not had any issues to raise with them. We have had very few Epson printers fail, and every one has been fixed promptly and without trouble.
Oh, except for the horrible little Stylus 480. They were mucho el-crappo. Especially after the superb little 440 and 460 models that just worked every time. We flogged off our stock of them to a competitor at below cost, went to Hewlett-Packard for a time. Which is another story.
None of which has anything much to do with your problem, I'm afraid. We make maybe $10 on a printer. If people call us with a tech support problem, we are very polite and quite firm: we fix computers sir. For printers, call Epson. Here is the number.
Oh, and by way of background and from memory, the Oz scanner market goes like this (retail prices):
Generic things: $100 to $200, mostly around $150.
Cannon and the like: $200ish.
Epson: $350 to $600
I despise Canon printers - terrible things with driver software to make early Nvidia drivers look good - but I'm becoming rather fond of the cute little 670 scanners. Sold a few now, none came back. And that, I'm afraid Time, is the only two things I know about scanners: the price and the RMA rate.