Cobra Ink Systems

Hoping this will actually get someone's attention and maybe someone will actually assist.

I have been emailing about an issue since July 1 (47 days but who is counting when you have orders you are trying to fulfill for customers) without a single resolution.

It will be day and days in-between email response from Cobra. I have asked several time if phone calls would be easier for them to address the issue and haven't received a response any time I have asked.

When I am lucky enough to get a response to an email I am asked to send in screen shots. Okay cool no problem, it makes perfect sense so they can see what I see, BUT the issue is I have submitted the screen shots and every single picture of what the issue is and what the image should look like MULTIPLE times and when I reply saying that I have already sent them the requested information several times I am told "We all have tried to help you, but you do not provide the. Correct info, you just keep saying that you have tried all settings with different substrates. We can't help those that can not provide the proper info. You say that you have tried everything so what can we do to help you?"
which blows my mind considering I have submitted everything on more than one occasion, some of the information to multiple email addresses at Cobra.

I also have not received one single apology that it has taken an absolutely ridiculous amount of time to solve an issue, or any apology regarding asking for the same information multiple times even though it as been submitted.

I have broken it down and finally able to get Richard to give me individual settings for each substrate I was attempting to press and I followed every setting to a T that I was told to print with including purchasing and printing with *** photoshop and *** Illustrator and still having the same issues. When I emailed Richard back stating that I was still having the same issue using *** Illustrator and the settings Richard told to use, the email I got back from Richard said send me a screen shot of your settings... THEY WERE THE SETTINGS HE TOLD ME TO USE FOR A PARTICULAR SUBSTRATE.

I successfully used Cobra Ink without any issues for several months, absolutely nothing changed- same ink, same cartridge's, same printer, same computer, same paper everything and I have no idea why one day it starting printing incorrectly.

The customer service has been unacceptable at best, putting all the blame on me not sending information EVEN THOUGH I HAVE SEVERAL TIMES. It is quite disgusting at how they treat us customers. It is very obvious that emails I send are not being read fully or they aren't paying attention, or they truly do not care based on the fact that they will turn around and ask something that I previously stated in the email prior.

I truly hope that I can come back and change my recommendation because I really love supporting other small businesses but I will not allow myself to be taken advantage of and treated poorly when I am simply coming to ask for trouble shooting advice.

I have been nothing but nice and respectful, sure showing frustration but never rude or disrespectful.