Yes, Epson tech confirmed this issue is mainly with roll paper or custom paper sizes, not so much with sheet size papers. If you paid for the new printer with a credit card, contact the seller. Depending upon the response, maybe give them 24 hours for THEM to contact Epson on your behalf, I would then contact the credit card company, file a complaint, and refuse to pay for the defective printer until it is running properly. This will get someone's attention. Most cc companies allow you to contest a charge online. The other thing I have done successfully in the past, depending upon the issue, is to write a letter to the CEO of the company (Epson USA) and send it FedEx, with cc to various professional organizations, forums, etc. When the CEO's office hands your letter down to customer support or tech support, you can imagine it suddenly takes priority over someone simply calling their 800 number. Bye-the-way, I also write positive letters to CEO's when service, support or products excel, I just wrote one to Tom Cook CEO of Apple Computer, telling him how one of their AppleCare techs went out of his way to help me with a problem. Good luck!