Purchased a Roland Versa Studio from Coldesi on May 5, 2025.
1. My initial point of contact was with Brittany Pyros, who demonstrated strong sales expertise. However, I found that the information she provided was not entirely accurate or transparent. I communicated my intentions and specific requirements, and she quickly confirmed that they had a product suitable for my needs. It was explained that the package included up-to-date software capable of printing and cutting on various materials. Following the purchase, she ceased responding to my inquiries, and the information she previously provided has proven to be misleading and inconsistent.
2. Mr. Brett Baines, my customer representative, was contacted multiple times regarding an incomplete order of the specified items. On each occasion, I provided photographs of the received shipments, which were delivered in three separate deliveries. When I inquired whether this method of shipping was standard, he responded that it was not and mentioned that his familiarity with the products was limited. His role appeared to be primarily to listen to my requirements and share available link resources; however, his technical knowledge of the products was lacking. While professional in manner, his lack of product knowledge was evident.
3. The setup videos for the printer were somewhat helpful; however, they were not fully up-to-date for the newer versions of Roland Versaworks printers. As a result, I engaged a technician to assist with the installation.
4. The included software, R-Works, is antiquated—last supported by Roland in 2011—and is no longer functional or supported by Roland. Despite this, Coldesi continues to promote and offer this obsolete software with minimal to no support. This perpetuates confusion and inconvenience for users.
5. Ashley McGuire, a technical support representative, attempted to assist with configuring the Versaworks printer. However, she demonstrated limited knowledge and repeatedly advised me to contact Roland’s support, because they are not tech support. Despite her efforts, the issue—getting the Versaworks printer to print—remained unresolved.
6. Coldesi's support has been insufficient. They primarily act as product resellers without providing comprehensive or hands-on technical assistance.
7. One of the wheels on my table broke. I requested a replacement set and was willing to pay for it. I received an inquiry about this issue (Brett Bains, 7/2/2025), responded accordingly, but have not received any more contacted regarding this matter.
8. I discovered that Adobe Illustrator, which was recommended by Coldesi was not compatible with Roland Versaworks. I spent over seven hours communicating with Adobe Technical support over multiple sessions, but the issue persisted. Adobe Techs said over and over it was not possible. There are few videos on Versaworks 7 & Adobe Illustrator.
9. I had the opportunity to connect, a representative from Roland, who provided valuable assistance. We initially discussed and tried R-Works, which I learned is no longer supported by Roland. Through ongoing communication via email and phone, he recommended CorelDRAW as an alternative, following some challenges experienced with Adobe Illustrator. I purchased CorelDraw 6/2/2025 ($549). With his expert guidance and support, it has been determined that CorelDRAW is compatible with Versaworks 7. As a result, my printer is now operating correctly for both printing and cutting tasks.
10. From the date of purchase to July 3, 2025, I have not received proper guidance or support from Coldesi regarding the setup or use of my printer. Overall, Coldesi’s customer support has been extremely inadequate.
We purchased an Avance 1501C embroidery machine from Coldesi this summer I have had little problems with the machine since we got it but assumed since I was new with a needle machine it could be me I have had a single needle machine and it is a big jump The thread breaks with the machine became totally unreasonable Every 8-stitches I contacted their support We have had emails back and forth The pics they sent me for fixing the issue were different They say it is critical to position the timing hook in a certain position However, I have pics of different positions that it is in from them It is very hard to work by email especially with the pics that they sent me I asked that a tech call me Of course they said they would NEVER HAD A CALL Customers are not a priority with this company Please do your research before buying one of their machines
1. My initial point of contact was with Brittany Pyros, who demonstrated strong sales expertise. However, I found that the information she provided was not entirely accurate or transparent. I communicated my intentions and specific requirements, and she quickly confirmed that they had a product suitable for my needs. It was explained that the package included up-to-date software capable of printing and cutting on various materials. Following the purchase, she ceased responding to my inquiries, and the information she previously provided has proven to be misleading and inconsistent.
2. Mr. Brett Baines, my customer representative, was contacted multiple times regarding an incomplete order of the specified items. On each occasion, I provided photographs of the received shipments, which were delivered in three separate deliveries. When I inquired whether this method of shipping was standard, he responded that it was not and mentioned that his familiarity with the products was limited. His role appeared to be primarily to listen to my requirements and share available link resources; however, his technical knowledge of the products was lacking. While professional in manner, his lack of product knowledge was evident.
3. The setup videos for the printer were somewhat helpful; however, they were not fully up-to-date for the newer versions of Roland Versaworks printers. As a result, I engaged a technician to assist with the installation.
4. The included software, R-Works, is antiquated—last supported by Roland in 2011—and is no longer functional or supported by Roland. Despite this, Coldesi continues to promote and offer this obsolete software with minimal to no support. This perpetuates confusion and inconvenience for users.
5. Ashley McGuire, a technical support representative, attempted to assist with configuring the Versaworks printer. However, she demonstrated limited knowledge and repeatedly advised me to contact Roland’s support, because they are not tech support. Despite her efforts, the issue—getting the Versaworks printer to print—remained unresolved.
6. Coldesi's support has been insufficient. They primarily act as product resellers without providing comprehensive or hands-on technical assistance.
7. One of the wheels on my table broke. I requested a replacement set and was willing to pay for it. I received an inquiry about this issue (Brett Bains, 7/2/2025), responded accordingly, but have not received any more contacted regarding this matter.
8. I discovered that Adobe Illustrator, which was recommended by Coldesi was not compatible with Roland Versaworks. I spent over seven hours communicating with Adobe Technical support over multiple sessions, but the issue persisted. Adobe Techs said over and over it was not possible. There are few videos on Versaworks 7 & Adobe Illustrator.
9. I had the opportunity to connect, a representative from Roland, who provided valuable assistance. We initially discussed and tried R-Works, which I learned is no longer supported by Roland. Through ongoing communication via email and phone, he recommended CorelDRAW as an alternative, following some challenges experienced with Adobe Illustrator. I purchased CorelDraw 6/2/2025 ($549). With his expert guidance and support, it has been determined that CorelDRAW is compatible with Versaworks 7. As a result, my printer is now operating correctly for both printing and cutting tasks.
10. From the date of purchase to July 3, 2025, I have not received proper guidance or support from Coldesi regarding the setup or use of my printer. Overall, Coldesi’s customer support has been extremely inadequate.
We purchased an Avance 1501C embroidery machine from Coldesi this summer I have had little problems with the machine since we got it but assumed since I was new with a needle machine it could be me I have had a single needle machine and it is a big jump The thread breaks with the machine became totally unreasonable Every 8-stitches I contacted their support We have had emails back and forth The pics they sent me for fixing the issue were different They say it is critical to position the timing hook in a certain position However, I have pics of different positions that it is in from them It is very hard to work by email especially with the pics that they sent me I asked that a tech call me Of course they said they would NEVER HAD A CALL Customers are not a priority with this company Please do your research before buying one of their machines