Anajet Inc

Review: We purchased a Power Printer MP5 from AnaJet for $24,580.00 on 8/31/13. This machine has not worked properly from the very beginning. We battled for months with AnaJet trying to get them to fix the machine so it would work properly - doing everything the technicians told us each time we called. We spent hours and hours of time on maintenance and hundreds of dollars on wasted ink. After 5 months of trying, we insisted they look at the machine. They made us bring it to their facility, and after weeks of back and forth with them, they finally replaced faulty parts of the machine in March of this year. We brought it back to our shop, and it still did not work. They told us it worked fine in their shop prior to delivery-and after more calls and emails they sent a field technician out to work on the machine. He could not make it run properly, So we had to take it back to Anajet yet again. We have spent hours maintaining this machine according to AnaJet's specific instructions, only to have the exact same problem occur again 3 weeks ago. We took it back to them again, and they have had it for 3 weeks and just yesterday told us they would not pay for the repeated repair issue - that we must pay. We have meticulously maintained this equipment from the minute we purchased it, and from the day we set it up, it has not worked properly. We have gone above and beyond what should be expected from a customer, but AnaJet refuses to acknowledge that they sold us a machine with many operational and equipment issues. We have heard from others familiar with the company and the machine who are having similar issues. This equipment is NOT at all what was represented to us when we purchased it and we have done everything on our end that AnaJet has told us to do, but the machine does not work.Desired Settlement: We no longer wish to battle with this machine nor the company that sold it to us. We would like a full refund.

Business

Response:

Hello,

This customer bought their mPower printer in September of 2013. They starting having ink flow issues in February 2014 at which time the printer came in for repair. During the repair process, it was confirmed that two of the three print heads in their printer were clogged and could not be recovered. The print heads are not covered under the warranty for clogging related issues and normally cost $1275.00 each. AnaJet made the decision to replace the two clogged print heads at no charge.

Review: [redacted] is filing a formal complaint against Anajet, LLC for the [redacted] printer that was purchased from them in June 2015. The printer was delivered to [redacted] on the 25th of June and after unpacking and setting it up, we began to experience issues. To be completely honest and transparent, the printer has not worked properly since the day we set it up. It should be noted at this time that we were given a set of instructions for the use of the printer and those instructions stated that the printer must be kept within a certain range for temperature and humidity. From day one we have always been certain to keep the printer within the proper levels and regular checks are done to ensure compliance. We have also followed all cleaning and maintenance instructions per Anajet. The main issue we've been having is with the white ink although none of the colors are particularly vibrant. We were sent a sample shirt by Anajet that showcased what our model of printer was capable of, and to date we have yet to print anything that looks even remotely close to the sample we were sent. To remedy the issues we’ve been having we have modified how we pretreat the shirts we use, have printed on shirts sent to us by Anajet, and we have also tried various shirt brands in addition to adjusting the settings on the printer and AnaRip program- all to no avail. We’ve contacted Anajet technical support many times regarding the issues we’ve experienced, and after speaking with multiple technicians and the technical support manager nothing has been resolved. We should note that Anajet was nice enough to send us replacement parts, specifically dampers for the white ink lines in addition to a refurbished/remanufactured white print head, but these parts have not solved our issues.Desired Settlement: We would prefer to have the printer replaced with a BRAND NEW (not refurbished, remanufactured, or demo) printer. However, if Anajet cannot or will not agree to this, we would like Anajet to buy out our lease with [redacted] so that we may pursue the purchase of another printer from a competitor.

Business

Response:

Hello,My name is [redacted], I have taken over as Technical Support Manager. [redacted] has moved on to other opportunities within our company. The customer in question had an issue upon initial setup of their printer. Essentially the ink was not flowing through one of their channels. As this was a new printer we wanted to resolve the issue as quickly and in the best way possible. We sent out the necessary components at no charge and walked them through replacing these components over the phone to get the printer up and running. At this point we believe that the printer itself is now fully functional. The owners however just need a bit more additional assistance and training to make sure their print results are what they would expect them to be. This is not uncommon with new AnaJet owners and I have offered to continue to assist and troubleshoot with them until they are satisfied with their print results. I believe the customers feel that the printer is still not functioning properly. At this point I do not believe this to be true but further diagnosis is necessary. I have communicated to them that if the printer does in fact need further repairs that we can bring it back to our facility for a repair and full refurbishment, at no charge of course.

Thank You

Interim Manager, Domestic Technical Support

AnaJet

3050 Red Hill Ave

Costa Mesa, CA 92626

Phone: [redacted]

Fax: [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[ [redacted] is filing a formal complaint against Anajet,

LLC for the [redacted] printer that was purchased from them in June 2015. The printer

was delivered to [redacted] on the 25th of June and after

unpacking and setting it up, we began to experience issues. To be completely

honest and transparent, the printer has not worked properly since the day we

set it up. It should be noted at this time that we were given a set of

instructions for the use of the printer and those instructions stated that the

printer must be kept within a certain range for temperature and humidity. From

day one we have always been certain to keep the printer within the proper

levels and regular checks are done to ensure compliance. We have also followed

all cleaning and maintenance instructions per Anajet. The main issue we've been

having is with the white ink although none of the colors are particularly

vibrant. We were sent a sample shirt by Anajet that showcased what our model of

printer was capable of, and to date we have yet to print anything that looks

even remotely close to the sample we were sent. To remedy the issues we’ve been

having we have modified how we pretreat the shirts we use, have printed on shirts

sent to us by Anajet, and we have also tried various shirt brands in addition

to adjusting the settings on the printer and AnaRip program- all to no avail. We’ve

contacted Anajet technical support many times regarding the issues we’ve

experienced, and after speaking with multiple technicians and the technical

support manager nothing has been resolved. We should note that Anajet was nice

enough to send us replacement parts, specifically dampers for the white ink

lines in addition to a refurbished/remanufactured white print head, but these

parts have not solved our issues. We will go into further detail about our

experience, please see below.

After multiple calls to Anajet technical support and speaking

with at least 4 or 5 different technicians, we were told they were going to

send us out two new dampers - one for each white channel. Upon receiving the

dampers on August 21st, we called Anajet to have a technician walk

us through how to properly install them and then follow that up with a walk

through on the proper way to run a full clean on the machine so there is no

question that we didn't mess anything up in the process. Once we installed the

dampers we noticed that one of the white channels was no longer printing

anything at all and the other was only printing at about 30-35%. [redacted], the

technician on the phone, attempted to have us do multiple diagnostics on the

lines to resolve the issue. We noticed there were a lot of air pockets in the

line that wasn't printing. [redacted] said to soak the printhead in warm cleaning solution

for 45 minutes to an hour and run it through then call him back the next day and

let him know if that resolved the issue. We followed his directions and it

didn't fix anything so we called him back the very next day. During this call

he said that he thought the damper we were sent was bad, so he was going to send

out a new one and check with his manager to see if he could send it overnight

via [redacted]. He said that he would send us an email in about 10-15 minutes once

he was able to confirm with his manager whether or not he was able to ship the

damper overnight. We never received an email from [redacted] or anyone else from

Anajet regarding the damper. We contacted Anajet via telephone a few days later

(since they were closed for the weekend) to check on the status of the damper

we were promised, and at that time we were given a tracking number from [redacted]

in customer service. Upon researching the tracking number we saw that a package

had been delivered, however, upon opening the package it was not the damper,

but rather replacement ink (the ink was sent to us as a courtesy because we

blew through our initial cartridges doing nozzle checks and other required

maintenance. It should also be noted that we experienced a delay in receiving

the replacement ink we were promised as our package was mixed up with another

person’s living in [redacted]; he received our package, and we received his).

Despite being given the ink for our troubles, we still did not have the damper

we needed, nor did we have a working printer. At this point we reached back out

to [redacted] to find out that not only did [redacted] not send out the package, but he

never filed the paperwork on the order in the first place. [redacted] apologized

for the oversight and placed the order for the damper and sent it out via

overnight shipping. After finally receiving the replacement damper and

installing it, our printer still was not working properly. After calling back

yet again, [redacted], the technical support manager, told us that he thought we

needed a new printhead. We explained to him that there was no way we would be

ok with paying the cost of replacing the head as we did not cause the damage to

it, and it never worked properly from the start. [redacted] stated that he was going

to talk to the “higher ups” on the board and try to get a new printhead

approved for us. [redacted] stated that he would call us back as soon as he knew

whether or not the board approved his request. After not hearing from [redacted] for

over 2 hours we decided to call him back again to check on the status of his

request. The call went to voicemail so we left a message, which [redacted] returned

later and told us he had been unable to get in touch with the board and would

try again the next day. Around 4PM EST we still had not heard from [redacted] as to

whether or not we would be receiving a replacement printhead so we called again

only to leave yet another message. [redacted] returned the call almost 3 hours later

with the news that Anajet would replace the printhead for us with a refurbished

one and we would be receiving it in the next two days (the printhead arrived on

Friday). We then called Anajet and requested they email us instructions on how

to install the printhead since when we were

replacing the first set of dampers the technician we spoke with on the phone

sounded annoyed and uninterested in helping us. Not only did he sound as if we

were a bother to him, it took him nearly 3 hours to walk us though the process.

(We should note that we replaced the second damper without any help from

technical support in less than 30 minutes.) After receiving the printhead

replacement instructions via email, we installed it without incident by following

the instructions to a “T”.

After

installing the refurbished printhead we went on to do a complete clean of the

machine. We regret to report that the machine is still not operating as it

should. We still have to run multiple cleans, fills, nozzle checks etc. and

none of them come out as they should. We are still wasting ink in addition to

time, and most importantly- money. We have already gone through the white

ink they've shipped us after filling the printer per their instructions &

printing a small graphic on one side of 30 shirts for a client (who requested a

two sided design). When we purchased the printer, we were told by [redacted] (the

sales rep) that a set of cartridges would print anywhere from 500-800 shirts,

depending on graphic size so there is no way the white should have been gone

that quickly (in addition we should note that the white ink bled through the

shirts onto the front of them causing many of the shirts to be ruined).

We don't mean to sound rude, but we've only had the printer for

2 months and it has been down more than it's been working. We are backlogged on

orders for our company by at least 3 weeks, not to mention the time, shirts,

and ink we've wasted trying to get it to work. When we signed the contract on

this machine with [redacted] we were of the understanding that it was in

LIKE NEW condition and in 100% complete working order. We are extremely

frustrated and need a permanent resolution to the issues we are having. We are

paying over $300 a month for a huge doorstop at this point and it's getting a

little ridiculous. We've blown through three full sets of ink now just by doing

checks and cleans and the diagnostics we are told to do every time we call

about the issues we’ve experienced. In addition to that we have been told on

many occasions that we would be given a call back the following day or Monday (if

we called on a Friday) and our calls were never returned. We have been made to

feel as though we are stupid and incompetent at running the printer. We have

watched numerous Anajet tutorial videos and practiced on cheap shirts prior to

attempting to print anything for real. We know what we are doing and it's

highly offensive to be talked to and treated as though we don't because we

couldn't fly to California to attend their training class. We were told we

would be sent pretreated shirts just like the one the test print we were sent

when we were shopping for the machine was printed on, however, we never

received those. One more piece of information I'd like to add is how on not

one, but TWO separate occasions when we called about printer quality we were

asked to email one specific graphic to Anajet and they would test print it

there and call us with the settings so we could see if we could produce the

proper result with the settings they gave us. That never happened either time.

We are beyond frustrated with Anajet and the

[redacted] printer we purchased. Truthfully, if this machine were a car, it would be

considered a lemon at this point. If there is a way for them to exchange our

printer for a brand new (non-refurbished, non-remanufactured, non-demoed) one

to rule out any issues, or to purchase this one back, we would be willing to

explore those as viable options. The printer we have is [redacted] plain and

simple- excuse our language. Its only 2-3 months in and we've had enough issues

to warrant some real action to take place. Enough is enough. We would also once

again like to note that we have followed every temperature and humidity

specification in addition to performing the routine checks required daily,

weekly, biweekly and monthly. When we got this thing it was our baby. We were

so proud. But it's given us nothing but problems since day one. We're at the

ends of our ropes and have nowhere else to turn. We've tried everything we've

been told to try, all to no avail.

We

shopped around for a long time before deciding on this printer. We were in

contact with a salesman by the name of [redacted] from Anajet since last

year (September 2014) about pricing and information. We were transferred to

[redacted] this year when we finally were ready to pull the trigger because [redacted] no

longer works for the company. We've done the research and knew what we wanted.

Now that we have the machine and are doing a little more digging on the issues

we are having, we are noticing we are not the only ones with problems that go

unresolved or ignored. We don't feel it's asking too much to be given the

quality machine we were promised and paid for.

Review: I purchased Anajets Mp5 in March of 2015. It has been out of commission far longer than it has been working since I have owned it the last 8 months. Almost immediately after purchase I had to send in the machine to have it refurbished after breaking a printhead and clogging the machine. I took full responsibility for not maintaining the printer properly (not printing white ink for 7 days). Anajet did refurbish the machine at no cost which took 6 weeks to complete. The machine has not worked properly ever since receiving back from anajet 3 months ago. I have maintained the machine perfectly and meticulously since I have received it back. I have done my weekly maintenance on it daily so that there could be no errors caused by me going forward. There is too much to type in the amount of characters that I have left but to make a long story short the machine completely shut down on me. The wiper blade was broken upon receiving the machine back from anajet. This caused the pump to clog and break which broke the maintenance station and then my table board randomly (literally) sparked into flames for absolutely no reason and died. I begged anajet for a temp or replacement printer after trying to fix it myself for a week and they agreed to send a tech out to me 2 weeks later. A tech came out and fixed it and 4 days later the machine completely died on me again. I have been out of commission for 6 weeks now and have destroyed my business. I have failed to complete orders, lost revenue, lost potential revenue, and completely destroyed my reputation for not being able to complete jobs. My biggest issue with anajet is their terrible horrible tech/customer support. It is like pulling teeth to get anybody to help when help is needed. I get nothing but runaround and only receive help when I finally get fed up after being patient for weeks and freak out on them. I am literally sick over everything that I have lost due to anajets poor equipment and terrible service.Desired Settlement: I was told by [redacted], the tech support manager that he would replace my printer after finally having a meltdown over my printer completely dying for no reason again. He told me it may take a while because it was the end of the month (not sure what that has to do with anything) but sent me replacement parts that did not work after I installed them. That was just under a week ago and all I have heard from [redacted] was that he will "try and figure something out and see what they have" with no concrete solution. My printer is still completely broken and I have absolutely no source of income in the meantime. I want an upgraded printer (MP10) for a replacement and other supplies such as ink/pretreatment spare parts...ect sent with it to try and make a dent in the thousands and thousands of dollars I have lost from this printer that has completely failed from no fault of my own.

Business

Response:

Hello,We are in the process of replacing the customer in questions printer.His replacement printer should ship this week

Thank You

Interim Manager, Domestic

Technical Support

AnaJet

3050 Red Hill Ave

Costa Mesa, CA 92626

Phone: [redacted]

Fax: (714) 662-3600

[redacted]Call

Review: We purchased an AnaJet mPower5 Apparel Printer in July 2013 and it has not worked properly since the purchase and we have not been able to print a sellable shirt since we received the printer. During our training, we questioned the quality of the print with your certified instructor and were told that it was working properly. Since then, we have been in contact with various departments of this company and still are unable to print a decent shirt. We have discreetly provided samples of the shirts printed to your staff at conventions both in Philadelphia and Atlantic City. We have spent numerous hours of time on the telephone with your technical department. We have spent time repairing a brand new machine and replacing parts, all to no avail.Our contract states that the AnaJet Apparel Printer shall be in new condition and that the Seller warrants that AnaJet Apparel Printer will be in good operating order and free of defects. This is clearly not the case since we have been replacing critical components with your technical team. I am certain that they have record of our discussions with their staff. At this time, we are no longer interested in repairing a brand new machine, replacing the machine, spending additional time on technical phone calls, or waiting for email responses. This issue needs to be resolved quickly.Desired Settlement: We are requesting a date and time that you will pick up the machine. We are expecting a full refund for the printer and repayment for the numerous amounts of ink cartridges used in trying to resolve printing issues. This needs to be processed prior to pick up. Anajet, in their minds, have resolved this issue by offering to repair the machine. We would like other potential customers to be aware of the issues with this company and their lack of customer service.

Business

Response:

Hello,

This customer sent AnaJet a letter regarding the problems they have encountered with their printer. In response, AnaJet offered to have the printer repaired back to 100%. When this was unacceptable to the customer, AnaJet offered to replace their current print with a brand new printer and the customer has accepted.

Review: I have had nothing but trouble with the machine since day one. Their product is horrible and they do not back anything. Customer support has no idea what they are doing. I have had to spend thousands of dollars on this machine to keep it running. They said I could pay to send it to them but they would have it for 7 weeks before I would get it back. This is my way of making a living and they want me to shut it down for 7 weeks, I might as well put a closed sign on my doors. I have rebuilt this machine from top to bottom and still doesn't perform like they guaranteed it would when I bought it. Once I purchased the machine the sales person who said to call with any problem all the sudden wouldn't talk to me (at all). Except 3 months after I purchased it for 20,000 he called me to see if I wanted to upgrade to the new machine that they just came out with. I deal with a lot of companies with the businesses I own this one by far is the most non professional company I have ever used. I am in a situation now where my computer crashed need to reload the software to another computer, and they say I have used up the software and I have to buy new software. I am not going to buy something I have paid way to much money for already and shouldn't have to. The software should see I am using the same machine just a new computer. By the way another thing they didn't inform me nor anyone that I have talked to, about the program only being able to download 3 times. In addition I spend on average $1200 to $1500 a month just on ink and supplies you would think that would make for a good working relationship. Something needs to be done with this company just to help its customers. At this point I am going to shut down this part of my business all because they don't care about their customers. If I ran my businesses like they run theirs we would have to lock our doors after a week. Please if you don't help me with this problem look into it for the next guy that is about to be ripped off. Thanks, [redacted]Desired Settlement: New program because that is what makes machine function, without it, it is a paper weight.

Business

Response:

Hello,

A seven week turn around time is not to be expected on printer repairs. This customer is located in Kansas which would make the freight shipping time three days each way. If the printer came in for repair, it would take six business days in transit time then another three business days being repaired for a total of nine business days.

Review: Printer shuts down for no reason; the colors are not bright, when we finally got a print out of it. Told us to pre-treat dark garments a different way. Always excuses, nothing but problems w/ machine. After going back and forth with [redacted](sales) regarding the anajet vs the brother for dark DTG printer. We decided to go with anajet. That was a mistake. We received our own art work on a sample black shirt, and the anajet looked so much brighter. So run down, received the machine on 3/10/15. Called tech support for startup on 3/13/15. on 3/17/15, while attempting to learn the machine, it decided it wanted to stop printing midway. I immediately called the finance company and let them know what was going on. Finance company emailed [redacted] from anajet tech support to call me. In the meantime, waiting, I called tech support, all I can say is [redacted], should not deal with customers. Rude beyond rude. When I told him the machine is stopping while printing he told me "It Happens". I asked to be transferred to [redacted], whom I spoke to. I explained about the machine shutting down for no reason, the colors not being bright. After a little bit, we were able to get in up and running again, but the colors were terrible. White was not white, but [redacted]. But we were told to pretreat dark garments a different way. So we did. The shirts were dry on 3/19 so we decided to do a trial run again, and the colors were terrible. Thinking it was us, we decided to print there preloaded logo, and 1/4 of the way it stopped yet again. So on 3/20, I spoke to vinny in tech support. Now we are being told not to use [redacted] 100% shirts. That's why the colors are not bright. Well come to find out from [redacted](the salesman), the print he sent us was not even on the machine we purchased. This is not only FRAUD, but a misrepresentation on their end. Almost 4 weeks ago, I agreed to swap this machine for a new one, and still nothing.Desired Settlement: At this point, I do not want to deal with anajet any longer. I want the machine sent back to them. I want my deposit back and the money anajet received from the finance company returned to them. I want my name removed from the finance. They are doing shady things to get people to purchase these machines and as a business owner, I find their tacts appalling.

Business

Response:

Hello,This is [redacted] and I have replaced [redacted] as the Technical Support Manager at AnaJet.The customer in question and I have communicated several times in regard to this particular issue.At this point we have reached out to the customer in an attempt to resolve the situation.We have offered to exchange her printer for a brand new one, free of charge.Their attorney has not yet responded after repeated attempts.Thank You

Review: BCTC purchased a garment printer approximately 2 years ago for our Graphic Imagining program. This program works with high school students to educate them in several areas of the printing industry. We are a non-profit state run entity. The printer we purchased from Anajet has been a constant problem. We have had many breakdown issues even though we have been meticulous with maintaining the machine. We were recently informed there was an upgrade available for the machine at a cost of $1,995. We were hopeful that the many many issues we encountered throughout the past 3 years would have been solved with paying for this upgrade. The machine cost $24,000 and has performed poorly from the beginning.

The dispute that we are now encountering is that Anajet found a clogged print head and would like us to pay $1,020 for replacement. We feel this is completely unjustified. We believe the machine has an extremely poor design.

In addition, we were never informed about using the machine on a routine basis from the Anajet Sales associate. We also were never told about the required humidity percent of 45-80%. These two things are what they are using to blame us for the printer's issues. We have all of the emails from the Sales Associate to justify this. Clearly this machine was experimental technology that should have never made its way to consumers.Desired Settlement: Since the machine is a complete waste. We are asking for a partial refund of $15,000. We are no longer interested in a repair of the machine. We are also no longer interested in continuing to work with a company that has such poor technical support.

Business

Response:

Hello,

This customer bought their AnaJet mP10 printer in March of 2012. In April of 2014 the customer contacted AnaJet as they wanted to get their printer repaired and upgraded. When the printer arrived at AnaJet, it was determined that one of the print heads was clogged beyond repair and would need to be replaced. The ink used in AnaJet printers is water based. Clogging issues happen as a result of the water in the ink separating from the pigment. This happens as a result of inactivity, lack of maintenance or having the printer in an improper environment.

Review: We purchased the AnaJet MP5i five months ago & have not seen the print quality match the samples they sent us. It is doing nothing but costing us money and customers! The colors are not vibrant when printing on dark shirts and they are very inconsistent. We have already had to replace the maintenance station due to a faulty gasket, and are continually encountering problems with either the software crashing, the machine freezing up when choosing options on the screen, and the printer stopping before the print is complete. Most recently, the issue has been the artwork not printing consistently or the software crashing on the computer. The techs keep telling me to re-name the art, which I have to no avail, and that will solve the problem. The problem is the machine is not what was represented by the sales person (who is surprisingly not there anymore). Anytime I order a shirt for a customer, I order two of them so the machine can ruin one, as has been the case. No two shirts print the same even if it is the same art on the same brand and fabric tee. I have a large box of ruined shirts that translates to much money lost.

When I do call the tech line for service, the minimum hold time is always 30 minutes. (I am currently on hold now, 12 minutes and going.) Then, after I explain my problem, I get the same rote answers. Once I have explained that I already tried what they asked, because I have usually worked on the machine for awhile before calling, they become condescending. Don't bother asking them to read your file because they don't do that.

As instructed, I downloaded and updated the AnaRIP software, Main Control Firmware,and the Ink Slot Controller Firmware to try to fix the problems, but have not seen any results. If anything, some issues are worse. Banding is the biggest problem I have right now. After one shirt has been printed, my nozzle checks will have many gaps and sometimes a color simply drops out. Now our emails w/photos of the issues are not answered.Desired Settlement: We contacted the company in writing after discussing it with our attorney stating: We have consulted with our attorney and upon his advice, we are submitting this letter as a formal notice. I am asking for the remainder of the lease to be refunded, not the whole price, and the device to be returned at Anajets’ expense. We would like to keep the Heat Press.The remainder, and you can check with [redacted], Inc., will be $21,217.00 after the current payment for September is processed. Please reply back with instructions on your return process. We will have the MP-51 boxed in the original container and ready for pick up. We received this initial email reply basically stating their "no return, no refund policy," & they "would try to determine the cause of the issues and discuss some options with you. If there is an inherent problem with the printer we can look into a possible replacement.I am willing to work with you to come to a resolution." Yet, he won't return calls

Business

Response:

Hello,We have offered an expedited, no charge repair to the customer in question. We are covering all costs associated with their repair including all parts, labor and shipping. We are also expediting the repair to get it done as soon as possible. The customer has agreed to this repair and has sent their printer in. The printer arrived here at AnaJet on 10/30Thank You

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I wish the case had not been closed already. They still have our printer, and as of yesterday, I still do not know if the repairs have been successful. Additionally, the tech support manager has been very slow to respond to my status update requests. Below is the latest communication from yesterday, which has also not been followed up on by Mr. [redacted]:

Review: Near $20,000.00 printer does not perform as originally promised.

[redacted] from AnaJet has been trying to sell me their DTG printer for years. I finally purchased a printer about 2-months ago. I was promised quality tech support and service and a quality printer, that works all of the time. Since I purchased the machine, I have spent about 20-hours on the phone with tech support; only to never fully resolve my problems. Now, tech support does not return my calls nor do they respond to my emails. My sales rep [redacted] does not want me to contact him because he is not a tech. Their tech supervisor [redacted] also does not respond to me. They have blamed my pre-treating methods but my prints are identical on pre-treated garments provided by AnaJet. I have wasted $400.00 in ink simply testing the printer. I have now read hundreds of horror stories on the forums all very similar to mine. The printer is costing us nearly $700.00 monthly and over $10,000.00 in interest over the course of 4-years. All of this for a machine that doesn't work and requires 30-minutes of head cleans every day just to get good nozzle checks. Worse than that, I cannot get quality tech support so that I can learn how to possible resolve the issues; assuming they can be resolved. I am feeling as if they sold me a lemon and there is nothing I can do about it.

Tech support always blames me and tells me to watch their videos. I have watched every single video. Their videos state to clean the print head with a little cleaning solution and a lint free wipe. The techs tell you to never use cleaning solution on the print head. The techs tell you to hold your [redacted] pre-treatment sprayer 6" from the garment, their videos states 2". My salesman [redacted] told me that I can print on any garment; only to now find out it has to be 100% cotton and based on my testing and wasting 50 t-shirts, Hanes is not an option. When I first setup the printer with AnaJet on the phone and loaded my ink, I was told to lightly shake the white ink. Their videos and written tutorials state to shake it. Techs tell me to vigorously shake it. Because of this issue alone, they wasted a week of my mine having me try all sorts of other stuff, waiting for their pre-treated garments, and doing tons of head cleans, wasting nearly all of my ink.Desired Settlement: I am seeking a refund of a new machine shipped to me. That or a field tech to come out to my location to get my printer working.I would also like a new ink set because of all the wasted ink and I would like to be reimbursed on all of the garments I wasted because of testing.

Business

Response:

Hello,

AnaJet has been providing this customer with technical support since the first time they called seeking support which was on 1/14/2014. All tech support calls have been logged and are all training based issues. The customer claims he does not need training but his knowledge of how the machine operates and how to use it shows that training is needed in order for them to be successful. AnaJet technical support has not seen any mechanical failures in this customer's printer. If the customer feels there is something wrong with his printer, AnaJet will gladly arrange to have the machine come back to our facility for inspection and repairs if needed.

Review: We purchased a printer from Anajet 8 months ago and have had issues since the first week. The inks are hand filled so they do not ed up to the amount promised on the labels as I have measured them before. Under contract it says that the printer cannot be refunded or exchanged unless there are defects, our printer has had defects since the first initial months of purchase. When trying to repair the machine we are told different things every time when trying to repair the machine with no solution unless we sign a contract to buy 3 more printers. The customer service is not how they promise, we are local and they state that they have no techs to send out to fix your printer when it has issues/problems.Desired Settlement: We do not want a new machine, we want refunds for the faulty inks we have been sold which equal the amount of socks we have thrown out as a result. we would like the machine refunded along with the amount we have purchased in inks.They know the inks are faulty and will not put time/money into finding a solution.

Business

Response:

Hello,

This customer agreed to test

experimental ink with their printer for special applications. They were aware

that this ink had not been tested or approved for use by AnaJet and we have

supporting documents that reflect this. Furthermore, AnaJet personnel did in

fact visit this customer's location to assist with their printer and with their

special applications. If there is something mechanically wrong with their

printer, AnaJet will repair it back to 100% at no charge excluding print heads

which are not covered under warranty.

Review: Appx 2 years ago I purchased a mP5 digital apparel printer from AnaJet. Since the begining I have had printhead problems with this printer. When contacted they told me that the warranty did not cover printheads. To date, I have put 6 printheads in this printer and I currently have 2 more that have gone out. These printheads are very expensive and the machine is in the $20,000 range. I have had the printer out of commission for over two months as I will not continue to put in printheads that malfunction after only a short time of usage. I would only summize that the print heads are not warranted because AnaJet knows them to be a problem. This printer has been returned to AnaJet 2 times to be "fixed", but only works for a short time after I get it back. I have a large investment sitting here that I cannot use. Actually, it could be that this printer is just a "lemon" and cannot be repaired correctly. I want AnaJet to do something about this ongoing problem. It has cost me a lot of business because of it doesn't work because of the printhead problems.Desired Settlement: I feel that this particular printer has not ever worked properly since it was new. Even though AnaJet has sent repair parts to fix it, the printheads continue to be a problem. I think that a replacement would be in order.

Business

Response:

Hello,

The print heads are not covered under warranty for clogging related issues. The printer uses water based ink which requires daily, weekly and monthly maintenance. If this maintenance is not being done, not being done correctly, if the printer is not in the proper environment with at least 45% humidity or if the printer is not being used, the ink will clog in the print heads resulting in them needing to be replaced. AnaJet has no records of this customer contacting technical support since November, 2013. In order to properly diagnose the problem this customer is seeing, we need to troubleshoot via e-mail or phone. The issue can likely be resolved through normal technical support troubleshooting but if not, the customer can send the print back to AnaJet to be repaired.

Review: Anajet DTG printer company acts in bad faith and commits mail and wire fraud. Their employees must be coached to cover up their illegal actions. I bought their demo machine at $2,500 below MSRP to find out a year later that it was a used machine sold and returned for exchange. A year of asking why the machine was abused and requesting to be exchanged with a new one and I would pay the difference. The truth was hidden from me for a year. I am filing a lawsuit but I want to make sure prospective buyers be aware of their illegal practices.I bought the machine without seeing it because supposedly it is only a demo and under warranty. It was delivered by a courier. As soon as I took the first look I saw an abused machine. I complained. No answer. I looked at their machines that they take to shows and they looked new. I asked to be sold a brand new one and I would return the unused demo. The salesman said he would ask for approval. He got the approval but later said the manager changed his mind. I complained again and asked to be sent the history of this machine to see why it was abused like that. No answer. 12 months later, the technical supervisor admitted that this machine was sold before and that it was an exchange, however, it was refurbished which means they call it a demo machine. Really? Then how come you also sell used machines for $10,000 below MSRP and you send blast emails? Why don't you lie about every machine and sell it as demo? Why only mine?While still under warranty and before I even unpacked the machine, I was informed that there is an update on the machine and it would be done for free because it was still under warranty. I sent the machine back for the update. I was contacted and told that one of the three heads is not functioning perfectly and it requires a new one at $1,300. They looked bad when they found out that the machine had not been used yet. They replaced the head for free.Desired Settlement: I don't expect them to settle and this is why I am filing a lawsuit. The only way to settle is to take the machine back and refund all my money back. I am hoping I can make my lawsuit a class action suit.

Business

Response:

Hello,

This customer bought a refurbished printer from AnaJet in December of 2012. They had sent the printer back to AnaJet to be repair and updated. While the machine was being repaired and updated, AnaJet found that one of the print heads were clogged clogged beyond repair. Clogging issues happen due to inactivity and/or lack of maintenance. The print heads are not covered under warranty which meant the customer would have to pay for this part. This upset the customer and AnaJet replaced the print head at no charge in good faith (a $1,275.00 value). The last time this customer contacted technical support for assistance with their printer was in November of 2013. AnaJet must assume that the printer is not mechanically malfunctioning as we have not heard any complaints in regards to the actual performance of the machine. If this customer is having difficulties with the printer's performance or operations, AnaJet technical support team will assist.

Review: Purchased from Anajet a direct to garment printer. Several attempts have been made, through email and leaving a call back number to this company, with no response. At one point the salesperson, Ken told us that had he known in 3 short months after our purchase a new and better machine would be offered for sale he would have had us wait for that machine. The Anajet has not worked right since purchase (certainly not the way it worked in their classes we took at purchase time). The machine goes through "their" ink which raises the cost we were told to print a shirt. We have invested another $500 to fix a part in the machine, oh, it still does not work yet they continue to not return our calls. The Anajet is now a expensive paper weight. We have been offered to update to the "NEW" machine at a cost of 8,000 plus. Without any response from this company if nothing else, I do hope it makes others think about it before purchasing an Anajet.Desired Settlement: Return the machine for a refund.

Business

Response:

Hello,

This customer bought their printer in December of 2010 and AnaJet Technical Support has always assisted with any problems or questions they have had. Every time this customer reached out to AnaJet, we responded and have logs that reflect this. Prior to this customer's contact this week, AnaJet has not heard from this customer since June of 2012. Even though this customer has been out of warranty for a little over two years, AnaJet has offered to repair their printer back to 100% at no charge excluding the print head. The customer has declined this offer.

Review: I purchased the Ana Jet [redacted] printer in Sept of 2010, since that time I have had numerous problems with the machine it has never worked correctley I have complained several times and done everything they told me to do. Including replacing very expensive parts several times. At this time I have sent my machine in to once again be fixed I recieved a quote in writing from the manage of technical support for 1400.00 I paid half before the machine started being worked on. After 3 weeks of calling twice a week to find out the status of the machine and waiting 2 more weeks to be able to pay the rest of the 700.00 required from me for them to amil the machine back to me they sent me a new bill saying my total went from 1400.00 to 3100.00. I understand estimates will fluctuate but I feel that if you are adding a part that cost 1500.00 and not telling your customer you can not expect your customer to be "ok" with that. I contacted them several times to try to talk about the situation and after 3 weeks of calling daily they finally called today and said they did not think there was anything to do.Desired Settlement: I would like to recieve my machine back now in a timely fashion since I have already been waiting for 2 months for a job I was told would take 5-7 days and in working condition without paying for the part that I was never afforded the option of having fixed or not.

Business

Response:

Hello,This is [redacted], I have replaced [redacted] as the Technical Support Manager here at AnaJet.I must say I am surprised to be receiving this email.I spoke to the customer two weeks ago and told them we would remove the cost of the part in question. They were happy with this.Furthermore, about a week ago, someone from the Revdex.com contacted me about this case and I informed them of the same thing.They then told me that this matter was settled.Thank You

Review: In June of 2012 I purchased a Anajet MP5 from a private seller that had purchased it in April of 2012. The seller had put around 75 prints on the printer. After I received the ink ($370.00) for it. I tried it out and was having problems with nozzle checks and test prints were showing very fine lines. So I contacted Anajet tech services over 10 times in the period of two months trying to fix the printer. The first determination was the maintenance station, which I purchased from them for over $600.00. That was not the problem. Tried many other things to correct this to no avail. I decided to contact the manager Adam and explain my situation and basically got the run around telling me that I could have bought a new one for what I paid for the used one and that because I purchased it from a private seller the warranty was not transferable. So what my next question was, how much to refurbish it? I was told a minimum of $4000.00 depending what was wrong with it and the price could be much higher. So being very unhappy with the service of Anajet I decided to write CEO [redacted] a certified letter explaining why I was unhappy with his company and asked if he could please respond to me. It has been about a year since I have sent him the letter with no response. So if you are looking for a DTG printer, I suggest you look at other company's. Anajet is a US based company and I thought that would help with any problems but they really don't seem to care. I have dealt with many company's over the years and have never been treated like this. I will end it this way. These printers cost as much as a car and you can't transfer the warranty. It was a very costly mistake going with Anajet.Desired Settlement: They wouldn't even answer a letter. I don't expect them to do anything.

Business

Response:

Hello [redacted],

Here is our response to this complaint:

The one year warranty that comes with all new AnaJet printers are nontransferable as AnaJet cannot verify the condition of the machines sold third party. An extended warranty can be purchased on used machines by sending the machine back to AnaJet for inspection and repair. Once the machine has been inspected and repaired and while the machine is still at AnaJet’s facility, the extended warranty can be purchased. The warranty covers all parts in the machine for one year, excluding the print heads. AnaJet offers technical support to all printers under warranty.

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Manager, Domestic Technical Support

For a detailed video on how to properly use and maintain your mPower printer, please click this link which directs you to our Online AnaJet University:[redacted]

AnaJet

3050 Red Hill Ave

Costa Mesa, CA 92626

Phone: ###-###-####

Fax: ###-###-####

[redacted]@anajet.com