NCSF

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 are sorry to heart that our customer is unhappy The printer was purchased 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 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 repairEven 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

Complaint: [redacted] I am rejecting this response because:The first deceitful thing was acting like they were surprised about the complaintThe 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 $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 backIt was a brand new head still in the boxAfter 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 months Regards, [redacted]

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 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 fineWe 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, 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

Complaint: [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 years ago I have been complaining about it ever since I did not start complaining months after it went off warranty I was already asking for my money back 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 forthThere 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 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 adviceThey 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 months into this project They should have replaced that printer or given me my money back at months I have to date, spent another $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 month point..Regards, [redacted]

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 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 printerOur 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

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 customerThe 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 thatHe 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

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?

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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.

Complaint: [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]

Complaint: [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,
[redacted]

Complaint: [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,
[redacted]

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.