Equipment Zone

Equipment Zone is working with us to try and get this resolved As a result we have committed to closing the complaint now with the possibility of reopening the complaint later if we can not come to an agreement Can you help us close the complaint?

We have been in contact with Ms [redacted] a number of times about this matter.We have offered to bring the machine in to be looked at and serviced, if necessary, then returned at no cost to herWe have made this offer several times, since February 2014.At one point, Ms [redacted] accepted our offer to have the machine serviced, but would not send us an email stating that effect.Several months ago, to our understanding, Ms [redacted] notified her lease company that she intended to stop payments on her leaseThe lease company notified her that she was not allowed to do so, and that she should file a misrepresentation claim if she felt it was warrantedMs [redacted] filed the claim, we responded, and the lease company decided that there was not misrepresentationOur salesperson first communicated with Ms [redacted] on July 1, when she requested pricing on our printers Our understanding is that she applied for a lease with [redacted] Equipment Finance on 7/10/ On July 11, she requested and received a quote from us for a refurbished DTG Kiosk Printer which we also sent to *** We received a purchase order from [redacted] on 7/16/ Our standard turnaround time for refurbished printers is weeks We informed Ms [redacted] that we would have a Kiosk Printer available to ship on 7/30/ Ms [redacted] asked if we had something more quickly and we informed her that we had a Fast T-Jet Printer available which was the exact same printer as the Kiosk with the only difference being different coversThe T-Jet could ship on 7/26/ Ms [redacted] agreed to this Equipment Zone then sent an addendum invoice for the Fast T-Jet Printer, with serial number, to *** We shipped the printer out on 7/25/from our New Jersey facility to Ms [redacted] in [redacted] The shipping company recorded that the printer was delivered 8/1/ From receipt of the order to delivery was days, which included the shipping time by truck from New Jersey to [redacted] After the printer was delivered on 8/1/13, [redacted] asked Ms [redacted] to sign off on acceptance of the printerA lease customer verifies the condition and performance of the equipment and then notifes the lease company that they are accepting it Ms [redacted] signed off on the acceptance with the lease company on August 12, We have had a total of support requests from Ms [redacted] since she received the printer The first were in August going over software and printing techniques We did not get another support request until 12/3/ Each time our technicians have had to repeatedly try to contact Ms [redacted] several times until she returned their contacts.The total cost of the machine was $8,500, plus $for shippingWe have an all sales final policy, which she was made aware ofShe is asking for $17,She is leasing the equipment through another companyThis company has advised her that the lease agreement is non-cancellableThe printer is still covered under warrantyThe warranty does not cover roundtrip shippingHowever, as stated, we are willing to bring the printer in, service it if necessary, and then return it at no cost to Ms [redacted]

Complaint: [redacted]
I am rejecting this response because: they continue to lie. They did not offer to fix the machine until after the finance company got involved.  The cut off all contact with us until we got the finance company involved. The stop responding in the beginning of december when their own tech said they sent a broken machine. I have emails off all this but I can't upload them because it is more then your server can handel. 9 months after the cut off contact did they offer to fix the machine.  Talking to their sales person [redacted] we agreed to send the machine back to be over with this. Then they wanted to us to agree to have the machine sent back. No it is not reasonable after 8 months of us trying get them to fix the machine we sent a letter threatening if they did not act we would stop paying. 30 days went by and nothing so in Feb we stopped payment. Only in may was the first offer to fix the machine that had not worked since Aug 9th.  Only acceptable offer is a reversal of purchase. We are looking to sue for breach of contract.  It is unreasonable their neglect.  The time from when this was originally filed to their first response shows their lack of responsibility and how the neglect and treat all matters
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:for 3 months I was having trouble with the machine and was with the help of their technician. we got it to print one shirt on white. [redacted] their tech told me to tell the lease company it was good and he would continue to help me to get it running. each time it was a new problem according to [redacted] but it was always the same issue. so I would have to open a new ticket as he put it and we would work the problem. In December they stopped all communication they would not return calls and the instant message they have through their web board.  If I could up load all the emails you can see where they would refuse to answer the email and say we will call you. and would not keep helping me. in Jan I threatened to stop payment if they would not help fix the faulty machine they sent me in Aug. In feb I did stop all payments. that is when the finance company told them they had to uphold their end of the deal.  All this time denying me the chance to use the machine to make money. I kept trying but the machine was damaged as they sent it. After the finance company got involved was the first time they offered to take back the machine to repair.  that was June 2 2014 see attached. that is 9 months of denying us the use of the machine. that is not reasonable. we have paid over 4000.00 for this.  We wanted to return the machine within the first 2 weeks. No they say we will get it working. just confirm with the finance company. they are thieves and we are not the first people they have done this to.At this point we want to return the machine. Just like as if we purchased a tv from [redacted] that didnt work. We are not asking them to buy it back. We want a return. A reversal of Purchase. We have had their collection department threaten our lives. they have called numerous times where the phone would ring 20 times. I could not answer because I was driving. they have called and harassed my husband. 
Regards,
[redacted]

We have offered Ms. [redacted] numerous times to have her ship the printer to us to be gone over by our service department if she is having any issues.  We have offered this at no charge to her and also included the shipping costs.  Ms. [redacted] emailed us that she wanted to return the printer which we had already her was not an option that she could do, according to her lease company.  Ms. [redacted] had leased the printer and the lease company had informed her in writing, with a copy to us, that she was not able to cancel the lease. We are still offering  to have her ship in her printer to be gone over by us and then returned to her, at no charge at all to her.When Ms [redacted] first received the printer on August 1, 2013, she had to contact the leasing company to approve that the printer was working fine, a standard lease company requirement.  Ms. [redacted] contacted the lease company on August 12, 2013, after having the printer for almost 2 weeks, that the printer was working well and approved acceptance of the printer and the lease.  Since that time our support department always responded right away to Ms. [redacted] on the few support requests that she made.  The last support request was in December 2013 when Ms. [redacted] was printing a 150 shirt order and our records show that our technician got her going on what turned out to be a maintenance issue.  We again repeat our willingness to ship her printer into us, go over her printer, and ship it back to her at no charge for anything.

Equipment Zone is working with us to try and get this resolved.  As a result we have committed to closing the complaint now with the possibility of reopening the complaint later if we can not come to an...

agreement.  Can you help us close the complaint?

We have been in contact with Ms. [redacted] a number of times about this matter.We have offered to bring the machine in to be looked at and serviced, if necessary, then returned at no cost to her. We have made this offer several times, since February 2014.At one point, Ms. [redacted]...

accepted our offer to have the machine serviced, but would not send us an email stating that effect.Several months ago, to our understanding, Ms. [redacted] notified her lease company that she intended to stop payments on her lease. The lease company notified her that she was not allowed to do so, and that she should file a misrepresentation claim if she felt it was warranted. Ms. [redacted] filed the claim, we responded, and the lease company decided that there was not misrepresentation.1. Our salesperson first communicated with Ms. [redacted] on July 1, 2013 when she requested pricing on our printers.  Our understanding is that she applied for a lease with [redacted] Equipment Finance on 7/10/13.  On July 11, 2013 she requested and received a quote from us for a refurbished DTG Kiosk Printer which we also sent to [redacted].  We received a purchase order from [redacted] on 7/16/13.   Our standard turnaround time for refurbished printers is 2 weeks.  We informed Ms. [redacted] that we would have a Kiosk Printer available to ship on 7/30/13.  Ms. [redacted]  asked if we had something more quickly and we informed her that we had a Fast T-Jet 2 Printer available which was the exact same printer as the Kiosk with the only difference being different covers. The T-Jet 2 could ship on 7/26/13.  Ms [redacted] agreed to this.  Equipment Zone then sent an addendum invoice for the Fast T-Jet 2 Printer, with serial number, to [redacted].  We shipped the printer out on 7/25/13 from our New Jersey facility to Ms. [redacted] in [redacted].  The shipping company recorded that the printer was delivered 8/1/13.  From receipt of the order to delivery was 16 days, which included the shipping time by truck from New Jersey to [redacted].2.  After the printer was delivered on 8/1/13, [redacted] asked Ms. [redacted] to sign off on acceptance of the printer. A lease customer verifies the condition and performance of the equipment and then notifes the lease company that they are accepting it.  Ms. [redacted] signed off on the acceptance with the lease company on August 12, 2013.3.  We have had a total of 4 support requests from Ms. [redacted] since she received the printer.  The first 3 were in August going over software and printing techniques.  We did not get another support request until 12/3/13.  Each time our technicians have had to repeatedly try to contact Ms [redacted] several times until she returned their contacts.The total cost of the machine was $8,500, plus $450 for shipping. We have an all sales final policy, which she was made aware of. She is asking for $17,646.30. She is leasing the equipment through another company. This company has advised her that the lease agreement is non-cancellable. The printer is still covered under warranty. The warranty does not cover roundtrip shipping. However, as stated, we are willing to bring the printer in, service it if necessary, and then return it at no cost to Ms. [redacted].

Review: We bought printer on April 23, 2014. From beginning purchased we have many issues, the T-jet 2 printer have multiple issues with white and color ink. The white ink looks faded once printed on a shirt. Also, color ink are not printed in good quality. It create horizontal lines and colors are not coming out as bold as it should be, for example, red ink prints out pinkish on a shirt instead of redish color.

Every time we print, we had to bring back to the company to fix. This is unacceptable. It is also very upsetting when technicians are not responding to our emails or calls when in need of assistance. I am very dissatisfied with this printer because I have brought the printer more than three times to the company to fix the ink issues, however, it kept reoccurring. The technician also instructed us with specific procedures, but it does not help. It have caused nothing but frustration, loss of shirts, business, time and angry customers due to long wait for their shirts.Desired Settlement: We want full refund.

Business

Response:

Our support department manager has spoken to and exchanged emails with the customer several times over the last month or two asking them to bring the printer in to our facility to be looked at and to get some additional training, at no charge. The customer did bring his printer in several months ago and the only problems found were caused by the customer not remembering the proper maintenance steps for the printer. The printer was gone through by our service department at no charge to the customer. The customer has called in to our support department over the past few months for help in doing printing and was told that it sounded like he had forgotten some of their training and should come in again for additional training, at no charge.Our support manager has asked the customer to bring the printer in to be checked and get training. There would be no cost for that. He has emailed several times to the customer and left voice mails and we are waiting for a response from the customer. We are more then happy to help the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:We don't print so many tshirts on that printer. We have so far printed 49 shirts and we did maintain as they show us. We lost so many tshirts because printer didn't print properly. We went there so many times to get the problem fix. It frustrated us, we lost money, angry customers and more importantly our time. Now we are doing with contract local printing company because of this situation. We don't want anything else except Full refund.

Regards,

Business

Response:

We are sorry that the customer is unhappy. However any problems, as we have told the customer several times by phone and email, is in their operation and maintenance of the printer. We have contacted the customer numerous times and urged them to come in for additional training, at no charge. As we mentioned previously, the customer had brought his printer in to our service department several months ago and the only problems found were caused by the customer not remembering the proper maintenance steps for the printer. Our service department went through the printer with the customer, demonstrated what the customer should be doing, and printed numerous sample shirts for the customer on the printer. There was no charge to the customer. We are ready and willing to have the customer come in again and get a refresher on running the printer properly.

Review: We purchased one machine from them. Then when that machine was not available they told us we would get another machine but they were the same under the hood. Got the machine we got it to print one shirt after 2 weeks of trying to get it to work. one shirt but then we could not get it to perform correctly. After contacting them by phone and email for 3 months we got their tech to admit that the machine was sent faulty. they then abandoned us and would not help. we sent a letter to all equipment zone and the finance company of our intent to stop payment. after we did stop payment we started to get offers from the finance company. their rep said that we had to file a misrepresentation form with their company. we did this. submitter our facts. they got an email from Equipment zone with their statements. the finance company agreed with Equipment zone. we then offered proof in emails that Equipment zone lied. they would not entertain the rebuttal. After this did Equipment zone offer to fix the machine. Time for fixing the machine was back in December when we were fighting with them for 3 months. now after trying to get help 5 months after they abandoned us do they offer.Desired Settlement: We want a reversal of purchase. We would love the money but we are willing to walk away from the money with a lesson learned as long as we get out of the lease. We have no faith in their ability to of their machine and their ability to service it.

Business

Response:

We have been in contact with Ms. [redacted] a number of times about this matter.We have offered to bring the machine in to be looked at and serviced, if necessary, then returned at no cost to her. We have made this offer several times, since February 2014.At one point, Ms. [redacted] accepted our offer to have the machine serviced, but would not send us an email stating that effect.Several months ago, to our understanding, Ms. [redacted] notified her lease company that she intended to stop payments on her lease. The lease company notified her that she was not allowed to do so, and that she should file a misrepresentation claim if she felt it was warranted. Ms. [redacted] filed the claim, we responded, and the lease company decided that there was not misrepresentation.1. Our salesperson first communicated with Ms. [redacted] on July 1, 2013 when she requested pricing on our printers. Our understanding is that she applied for a lease with [redacted] Equipment Finance on 7/10/13. On July 11, 2013 she requested and received a quote from us for a refurbished DTG Kiosk Printer which we also sent to [redacted]. We received a purchase order from [redacted] on 7/16/13. Our standard turnaround time for refurbished printers is 2 weeks. We informed Ms. [redacted] that we would have a Kiosk Printer available to ship on 7/30/13. Ms. [redacted] asked if we had something more quickly and we informed her that we had a Fast T-Jet 2 Printer available which was the exact same printer as the Kiosk with the only difference being different covers. The T-Jet 2 could ship on 7/26/13. Ms [redacted] agreed to this. Equipment Zone then sent an addendum invoice for the Fast T-Jet 2 Printer, with serial number, to [redacted]. We shipped the printer out on 7/25/13 from our New Jersey facility to Ms. [redacted] in [redacted]. The shipping company recorded that the printer was delivered 8/1/13. From receipt of the order to delivery was 16 days, which included the shipping time by truck from New Jersey to [redacted].2. After the printer was delivered on 8/1/13, [redacted] asked Ms. [redacted] to sign off on acceptance of the printer. A lease customer verifies the condition and performance of the equipment and then notifes the lease company that they are accepting it. Ms. [redacted] signed off on the acceptance with the lease company on August 12, 2013.3. We have had a total of 4 support requests from Ms. [redacted] since she received the printer. The first 3 were in August going over software and printing techniques. We did not get another support request until 12/3/13. Each time our technicians have had to repeatedly try to contact Ms [redacted] several times until she returned their contacts.The total cost of the machine was $8,500, plus $450 for shipping. We have an all sales final policy, which she was made aware of. She is asking for $17,646.30. She is leasing the equipment through another company. This company has advised her that the lease agreement is non-cancellable. The printer is still covered under warranty. The warranty does not cover roundtrip shipping. However, as stated, we are willing to bring the printer in, service it if necessary, and then return it at no cost to Ms. [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they continue to lie. They did not offer to fix the machine until after the finance company got involved. The cut off all contact with us until we got the finance company involved. The stop responding in the beginning of december when their own tech said they sent a broken machine. I have emails off all this but I can't upload them because it is more then your server can handel. 9 months after the cut off contact did they offer to fix the machine. Talking to their sales person [redacted] we agreed to send the machine back to be over with this. Then they wanted to us to agree to have the machine sent back. No it is not reasonable after 8 months of us trying get them to fix the machine we sent a letter threatening if they did not act we would stop paying. 30 days went by and nothing so in Feb we stopped payment. Only in may was the first offer to fix the machine that had not worked since Aug 9th. Only acceptable offer is a reversal of purchase. We are looking to sue for breach of contract. It is unreasonable their neglect. The time from when this was originally filed to their first response shows their lack of responsibility and how the neglect and treat all matters

Regards,

Business

Response:

We have offered Ms. [redacted] numerous times to have her ship the printer to us to be gone over by our service department if she is having any issues. We have offered this at no charge to her and also included the shipping costs. Ms. [redacted] emailed us that she wanted to return the printer which we had already her was not an option that she could do, according to her lease company. Ms. [redacted] had leased the printer and the lease company had informed her in writing, with a copy to us, that she was not able to cancel the lease. We are still offering to have her ship in her printer to be gone over by us and then returned to her, at no charge at all to her.When Ms [redacted] first received the printer on August 1, 2013, she had to contact the leasing company to approve that the printer was working fine, a standard lease company requirement. Ms. [redacted] contacted the lease company on August 12, 2013, after having the printer for almost 2 weeks, that the printer was working well and approved acceptance of the printer and the lease. Since that time our support department always responded right away to Ms. [redacted] on the few support requests that she made. The last support request was in December 2013 when Ms. [redacted] was printing a 150 shirt order and our records show that our technician got her going on what turned out to be a maintenance issue. We again repeat our willingness to ship her printer into us, go over her printer, and ship it back to her at no charge for anything.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:for 3 months I was having trouble with the machine and was with the help of their technician. we got it to print one shirt on white. [redacted] their tech told me to tell the lease company it was good and he would continue to help me to get it running. each time it was a new problem according to [redacted] but it was always the same issue. so I would have to open a new ticket as he put it and we would work the problem. In December they stopped all communication they would not return calls and the instant message they have through their web board. If I could up load all the emails you can see where they would refuse to answer the email and say we will call you. and would not keep helping me. in Jan I threatened to stop payment if they would not help fix the faulty machine they sent me in Aug. In feb I did stop all payments. that is when the finance company told them they had to uphold their end of the deal. All this time denying me the chance to use the machine to make money. I kept trying but the machine was damaged as they sent it. After the finance company got involved was the first time they offered to take back the machine to repair. that was June 2 2014 see attached. that is 9 months of denying us the use of the machine. that is not reasonable. we have paid over 4000.00 for this. We wanted to return the machine within the first 2 weeks. No they say we will get it working. just confirm with the finance company. they are thieves and we are not the first people they have done this to.At this point we want to return the machine. Just like as if we purchased a tv from [redacted] that didnt work. We are not asking them to buy it back. We want a return. A reversal of Purchase. We have had their collection department threaten our lives. they have called numerous times where the phone would ring 20 times. I could not answer because I was driving. they have called and harassed my husband.

Regards,

Review: I purchased a refurbished T-Jet printer from Equipment zone in Feb of 2012. Right from that time until now we have been trying to get this printer working. Even their support dept has decided that it doesn't work. I started asking for my money back 3 months after I bought it. It has never done what they said it would. They took it back to New Jersey and then sent it back again with a nicely printed t-shirt. They said that my printer printed that t-shirt. When it still wouldn't work I asked them to send me the file so I could print one off of their file. They wouldn't send it. So They are deceiving me. they took my $9499.00US with shipping and have given me nothing but lip service since. When asking for my money back they offered me $3000.00 but said we "Don't buy printers" I told them they weren't buying a printer they were refunding my money. They don't mind offering the support but I have put another $12000.00 into this printer for ink and salaries and have never to this day produced a saleable t-shirt. This is fraudulent. You cannot sell something that does not work. It did not work before or after the warranty ran out. We have had no fewer that 40 emails and phone calls. They like to deal on the phone because there is not much in writing. As soon as I told them I wanted it in writing they quit communicating so much.Desired Settlement: I want my purchase price and shipping fees back. I offered them a good settlement price and they turned it down saying "We don't buy printers"

Business

Response:

We are sorry to heart that our customer is unhappy. The printer was purchased 2 years ago. Our support department has always communicated with the customer whenever there were any questions asked. After a year and a half the customer complained that they had tried to replace the printhead with one they had purchased locally and the printer was not working. The printer was already months past the one year warranty that had been included. The customer is located in [redacted]. As a customer accommodation we had the printer shipped in to our location in August of 2014 and gone through by our service department. They found that whoever had tried to put the printhead in had damaged the print engine by using the wrong screws in reassembly. We had to replace the carriage assembly because of that damage as well as the printhead ribbon cables that had also been damaged in trying to replace the printhead. The printer was tested for several days to make sure everything was working fine. We included the last shirt printed on the printer to show the customer. The printer was then shipped back to the customer. The customer was also informed of the reason for the repair. Even though the warranty had long since expired (and would not have applied anyway since the damage was not caused by any defect in the printer) we did not charge the customer for anything - not for the repair or for shipping here and back. We are not sure what the customer means by requesting the art file for the shirt as we have no record of ever receiving such a request and we would have been more then happy to send any art file the customer wanted. We're also confused by the customer stating that we have not communicated in writing since most of the communications have been by email. The customer received the repaired printer back at the beginning of September 2014.

Consumer

Response:

Review: [redacted]I am rejecting this response because:The very first line in their response is so decieving. They are not surprised that I am unhappy. I did purchase the printer 2 years ago. I have been complaining about it ever since. I did not start complaining 2 months after it went off warranty. I was already asking for my money back 3 months after I bought it. We spent hours and hours either waiting online for support or getting support. They would have us take this out and take that out and reset this and reset the head and keep fooling around with it. We were so sick of it that we insisted on speaking to support when we called. Not getting a ticket and have them call back. I can supply the phone records to their number and the massive amount of emails that went back and forth. There was point a point in which I refused to spend one more cent on this printer. I was a fortune into it and had never printed a saleable t-shirt. This was 1 month after it came off warranty and I realized that this was NEVER going to work. They are acting like they never heard from me before then. How deceitful. I finally told them that I refuse to talk to them on the phone anymore becasue I want it in writing. They took the printer back to fix it after the support people couldn't do anymore. It was partially apart at that time becasue we followed the support peoples advice. They said just pack it up as is and send it back. So then they came up with the fact that the head wasn't in properly. They said to send it that way.When it came back with the really nicely printed t-shirt it still wouldn't print. We asked the support people to send the file twice. I talked to [redacted] and asked him to send the file. No one would send the file. Deceit deceit deceit. They shipped me a complete piece of junk that was never going to work. They knew it and I knew it by 3 months into this project. They should have replaced that printer or given me my money back at 3 months. I have to date, spent another $12000.00 on wages, t-shirts and ink and new heads before I put my foot down and said no more. The last support person just said he could not make it work. He had told us where to set the ink holder as he was trying and before he decided it would not work at all. In the morning we came back and all the existing bags of ink had leaked through the head and was laying in the bottom of the drawer.I still want my money back. They owe me that at least. They should have done what was right at the 3 month point..Regards,[redacted]

Business

Response:

The first line of our initial response was that we were sorry to hear that the customer is unhappy. Not sure what is deceiving about that. The customer had the printer for 2 years. Whenever the customer contacted us, our support department responded right away, by phone and by email. We even had the printer shipped back to us from the customer's location in [redacted], after the warranty had expired, went over it, test printed it, and returned it to the customer - at no charge to the customer for service or shipping costs. The only thing we found wrong with the printer was that the customer had put in a replacement printhead incorrectly. After that was repaired the printer worked fine. We test printed it for several days to make sure everything was working fine and shipped it back to the customer in [redacted]. There was no charge to the customer. We sent the final printed sample shirt back with the printer for the customer to see. On October 8, 2014 one of our support technicians sent a copy of the artwork used on the sample print to the customer's employee who was operating the printer at that time, [redacted], at his email: [redacted] We would be happy to provide the customer a copy of that email if was misplaced.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The first deceitful thing was acting like they were surprised about the complaint. The second is that they say I didn't complain until after the warranty ran out. They kept on going warranty work because the printed NEVER did work. This complaint started within months of getting the printer. For the first three months they blamed it on the pretreat. Yes they did take the printer back at their expense. I never said they didn't try. They would have saved themselves and me a lot of money by replacing that printer from the very start. They never did send the file that they apparently made it work with to my printer. He never received it. Do they think that we didn't want this piece of junk to work. Do they think I bought it so I could have a big fight with them. Do they not realize that I have got $22000.00 into this printer in printer, wages, ink and heads. No they are just masters of deceit. When they took it back into their shop of course the head wasn't put in. They said to just send it to them after it was taken apart with their support people on the phone. They said just pack it up and send it back. It was a brand new head still in the box. After it came back and still wouldn't work their own support people threw there hand into the air and said it couldn't be made to work. So what is a person suppose to do then.Chalk it up to a bad experience. I want them to own up to their responsibilities. I would have expected a working printer when I made this purchase. Not the cocky reply "We do not buy printers" when I asked for my money back (refund) within the first 6 months.

Regards,

Review: In late June 2015 we purchased a VelociJet DTG ($14k) printer and a Speedtreater ($4k) from Equipment Zone. We are not a large company but we sale approximately 4,000 maternity shirts a year. We had met with Equipment Zone at trade shows and discussed the purchase with them over email and the phone for many months. We spent about a year and a half saving money to purchase this equipment and were extremely excited to get the equipment and work with Equipment Zone.

Upon receiving the equipment we went to work to learn the preventive maintenance required to keep this unit it great shape via phone conferences, youtube videos, and written material provided to us. Today we are PM experts of the printer.

We ran into a couple of bumps along the way while getting to know the equipment, having to order parts, repeat maintenance processes, and spent a ton of hours on the phone with Equipment Zone. Our excitement was not deterred by these issues.

Between September and December we will do approx. 75% of our sales. This DTG printer was going to speed up our production process but, more importantly, provide us with the ability to do multicolor and complex designs, which we were not able to do using vinyl and sublimation. As the orders began to come in for Halloween our printer began to malfunction at a rate higher than we had seen in the past. Errors, parts, and overall very poor performance of the machine, hundreds of hours were spend on preventative maintenance, parts replacement, phone calls, emails trying to fill our orders. The printer has damaged hundreds of shirts, wasted ink, orders were rejected and money was refunded all because this equipment could not do what it was advertised to do. We are a very small company that is sitting on $18k worth of equipment that is collecting dust. We are back to using vinyl and sublimation and have spent a lot of stressful, sleepless nights tied to our decision to buy this printer an its poor performance.Desired Settlement: We would like the equipment to work as they promised that it would without additional expense to us or we would like them to purchase the units back at a reasonable price. We are flexible and understand the risks that we have taken but Equipment Zone has sold us a $14k lemon.

Consumer

Response:

Equipment Zone is working with us to try and get this resolved. As a result we have committed to closing the complaint now with the possibility of reopening the complaint later if we can not come to an agreement. Can you help us close the complaint?