To whom it may concern,This is the first that we have heard of this problem from this customer at our corporate office in Idaho Falls, IdahoWe purchased the company in August of and were not involved in the sale of his equipment, however, we are happy to provide the service and support that he is requesting to his satisfactionWe received his communication this morning, June 1st, 2015, and are prepared to visit with him about a resolutionPlease contact feel free to contact us if you have any questionsBest,Printa Systems, LLCCustomer Service
Complaint: ***I am rejecting this response because:I would like to remind everyone reading this that the training issue is not the primary issuePlease review my initial complaintThe main reason for this complaint is from about a year of mistakes and blunders from Printa that started off with my initial orderNot only did they forget to add vital equipment and supplies like the smaller exposure unit, ink spatulas, plastic slider cards, and many others, but they forgot to include many of the items there were actually listed in my initial order***'s answer to this is simply for me to deal with the equipment I have and make it workSo now I must getto rig my equipment worksFor example: I must use the smaller screens with the large exposure unitThey did not include the black foam board for the small screens so I must rig that up with weight and even use strength of my hands and arms to hold it down for the full minutes of exposureApparently it is acceptable to *** for me to try and work things out without the proper equipment that should have been sent to meAm I really suppose to be at the professional level like this? The logic in this is clearWhy would they send me all of those small screens and not include the smaller exposure unit that goes with them? Why would they send me the template and mylar sheets for the smaller exposure unit if I didn't need the smaller exposure unit itself? They really did screw me up pretty bad and I hope the Revdex.com does not let them get away with it
There was also a massive amount of damage to my system when it first arrivedIt looked like the Incredible Hulk threw it on the wooden planks from yards awayAll of the boxes had damage to them ranging from severe to moderate and half of my equipment and supplies in the boxes were noticeably damagedI have included a few images and have moreI will send them when I find themThere was a sign on the main unit that said do not put items on top during shipping, but I only noticed that sign after I took off the damaged boxes that were shipped on top of itNo wonder the main unit will not work correctly for meThe main unit is damagedEven when I tighten all the ratchets and secure the screen just slightly above the platen like we are suppose to, the screen touches the shirt during printing every time and causes the ink to blur and bleed most of the timeI even had a friend that used to work at a silk screen shop come over and trouble shoot it with meHe agrees that it is not working properly as it should and it is probably because it was beat up during shipping like all of the boxes it was withNow I got lucky with one decent print on a shirt and emailed *** late at night with itHe did not tell you that I stated that there are flaws that my client would never accept if you look closerI did this because he charged me with not trying hard enough to train with and use the equipmentI was simply proving that I indeed am trying and have been trying for the past yearmostly by myselfNow he is trying to use that email against me and say " It looks GreatYour training is going well". So I have attached several images that tells the truth on how my self taught training is going
This brings us back to the training issueFor the last two weeks I have been calling them trying to get help with this job and they only had a few minutes to an hour to help meThis few minutes this week, and a few hours next month is not what you call trainingHow can they see and understand the flaws in my equipment over the phone? *** says that Chris has been trying to contact me several times for training, but I was unavailableThis is simply not trueI have not talked to Chris for over half a yearHe has not called me at all sense I first got the systemI talked to *** *** yesterday on the phone and he told me that Chris is no longer available for training or does not even work there anymoreI had to cancel on them but a few times yes, but that is nothing compared to the massive amount of times they canceled on me due to events or scheduling issuesIf need be I can forward you several emails that took place between the last yearIt can tell the truth on how many times they canceled on me vrs how many times I was unavailable
I have delt with this for about a year and have had enoughI have been so patientDo you honestly think my training will get any better? Now let us combine everything that I have been through with Printa this last year, not just the training issueI have been through a gauntlet of damaged and missing equipment, horrible customer service, and little to no trainingI deserve a full refund and I humbly ask for itI also ask that Printa ship all of this equipment and supplies backSincerely,*** ***
Dear [redacted],
In addressing your training and any equipment concerns, our desire has always been to schedule a time that works for both Printa and you that includes your assistant or trainer that you said you had available. Our objective is to get you up and printing as quickly as...
possible.
I'm glad that you emailed me early this morning about your printing success and I've included a copy for your recollection (3:25am this morning) and of the image you included. It looks like a great image. Here is a copy of your email:
"Aloha [redacted],
Just wanted to let you know that Im burnin da midnight oil. My silk screen friend is actually sick. It really does suck trying to learn this myself. I am absolutely horrible at flooding and am terrified of putting ink through. I handle the squeegee weird and it looks like Im a bit crippled when pulling. Here is one of my attempts from tonight attached to this email.
I really am trying, but it's very frustrating and slug slow. I.still need to learn CMYK after this."
Have a good morning,[redacted]
Again, our objective is to provide you the training to print successfully. Chris L[redacted] (Printa Trainer) had tried a few times to train you without you available to meet with him. In his attempts to reschedule we were unsuccessful. We are still here to provide that training and I've given you the times that I have available to speak with you and our team. We hope to get this resolved at your soonest convenience.
At the Revdex.com's request we can provide documentation and the original sales invoice. I'm happy to have our team on a call with them to discuss a resolution.
Best,
[redacted]
To whom it may concern,This is the first that we have heard of this problem from this customer at our corporate office in Idaho Falls, Idaho. We purchased the company in August of 2013 and were not involved in the sale of his equipment, however, we are happy to provide the service and support that...
he is requesting to his satisfaction. We received his communication this morning, June 1st, 2015, and are prepared to visit with him about a resolution. Please contact feel free to contact us if you have any questions. Best,Printa Systems, LLCCustomer Service
Note that in his Revdex.com complaint Mr. [redacted] asserts that the individual who had been attempting to contact him for training (Mr. L[redacted]) has not been employed by Printa for over a year and a half, and that this is somehow evidence of Printa’s efforts to mislead him and “cover-up”. The fact of the matter is that Mr. L[redacted] (as mentioned above) has retired. Printa reached out to him to take on the remote training of Mr. [redacted] due to the time differences between Hawaii and Idaho--finding time during regular business hours in Idaho to train Mr. [redacted] was a challenge. The company felt that having a mostly retired contractor handle the training would be the most efficient way to get it done. Far from being evidence of lying and a cover-up, it was an effort to work with Mr. [redacted].With respect to the equipment issues, Mr. [redacted] asserts that Printa sent the incorrect equipment and failed to ship some of the equipment that he ordered. In fact, the company worked with Mr. [redacted] for quite some time to put an equipment package together for him that met his budget and his unique needs. For example, Mr. [redacted] needed equipment that would print on size 5XL and larger T-shirts, which apparently are common in Hawaii. Mr. [redacted] then questions why he received specific equipment in his order such as small squeegees and screens, but did not receive a small exposure unit (used to cure the screen-printed products). The answer is because his order was completely customized by him after numerous discussions with Printa personnel and he received what he specifically ordered—a small exposure unit would not accommodate a size 5XL or larger shirt.Due to his customized order, Mr. [redacted] is now complaining that he does not have the necessary equipment to complete “regular” print orders and asserts that Printa should have advised him of this fact. Printa did indeed caution him regarding the limitations that he would face due to his custom order.Mr. [redacted] also mentions the Printa warranty in his complaint. Printa maintains that the equipment was not defective when shipped and Mr. [redacted] makes no claims of defects in workmanship in his complaint. Despite the fact that the equipment is not defective and the issues complained of by Mr. [redacted] are not covered by the warranty (copies of which can be provided) Printa has replaced every item that Mr. [redacted] has requested be replaced. The company has done this even though the damage to the equipment alleged by Mr. [redacted] was caused by shipping, which is specifically excluded. In his complaint, Mr. [redacted] acknowledges that the equipment issues are due to damage in shipping, something that Printa had absolutely no ability to control.
Despite the shipping damage exclusion, to date Printa has replaced every piece of equipment that Mr. [redacted] has requested. In so doing, the company has made, at significant expense, a total of five additional shipments to Mr. [redacted] in Hawaii. The company had to make five separate shipments because Mr. [redacted] did not open and inspect the entire initial shipment upon receipt. Instead, he spread this out over time. After the company made four shipments of replacement items to Mr. [redacted], it demanded that he open all packages in order that the company could make one final shipment. The company has bent over backwards to ensure that Mr. [redacted] received all of the equipment that he ordered and to replace the equipment that he alleged was damaged—even though it was damaged in shipping and not covered by the warranty.Mr. [redacted] further alleges that several items (unidentified by him) were not included in the initial shipment. Each and every item that Mr. [redacted] ordered from Printa was shipped to him in the initial shipment. Nonetheless, Printa sent replacement items for each item of equipment that he claimed was missing from his order.In March and April of this year, Mr. [redacted] began posting negative comments about Printa to social media and making complaints to the Revdex.com. On about April 11, 2016, [redacted], a customer service representative who had worked fairly extensively with Mr. [redacted] to replace equipment that was damaged in shipping, contacted Mr. [redacted] to discuss his negative postings. During their conversations, Mr. R[redacted] asked Mr. [redacted] to put together a final list of items that he would like sent to him to fully and finally resolve all of his issues with the company. The final list included nearly $900 worth of equipment and supplies to Mr. [redacted] and the company agreed to have Mr. Chris L[redacted] again attempt to work with Mr. [redacted] to get him trained. With shipping and Mr. L[redacted]’s fees, the cost to Printa of this accommodation would have been approximately $1,500. As evidence of Printa’s willingness to accommodate Mr. [redacted], this “wish list” of items included items that were not included with Mr. [redacted]’s original order from Printa.With respect to the training that Mr. L[redacted] was going to provide to Mr. [redacted] as part of this final accommodation, Mr. [redacted] advised Printa that he wished to have a person that he knew conduct the training. Printa was agreeable to this request and simply asked if they could speak with this person first to determine his qualifications and to go through the equipment settings and set-up. Despite making reasonable efforts, Printa was never able to make contact with this person and it appears that he elected not to assist Mr. [redacted].During his conversations with Mr. [redacted] regarding this final accommodation, Mr. R[redacted] advised him that the company would not send these items if Mr. [redacted] persisted in complaining about Printa to the Revdex.com or to the Attorney General’s office as Printa believed that it had been more than fair with Mr. [redacted]. Mr. [redacted] responded that that was fair and agreed to work with Mr. R[redacted]. Mr. R[redacted] then sent a listing of the items to Mr. [redacted] for confirmation and never heard back from him—despite phoning him at least four times. Instead, Mr. [redacted] filed another complaint with the Revdex.com.For the foregoing reasons, Printa respectfully submits that Mr. [redacted]’s complaint is wholly without merit. Printa has made extraordinary efforts to appease Mr. [redacted]. In that regard, the company has: a) made numerous efforts to conduct training long distance; b) replaced every item that Mr. [redacted] alleged was damaged in shipping or missing from his order; c) engaged the services of a retired trainer to attempt to work with Mr. [redacted]’s schedule to get him trained; and d) corresponded with him extensively to resolve his issues. Moreover, the company offered nearly $900 worth of additional equipment and supplies to Mr. [redacted]. Despite all of this, the company remains ready and willing to work with Mr. [redacted] to assist him in obtaining the training that he believes he needs to successfully operate his Printa equipment.
To whom it may concern,This is the first that we have heard of this problem from this customer at our corporate office in Idaho Falls, IdahoWe purchased the company in August of and were not involved in the sale of his equipment, however, we are happy to provide the service and support that he is requesting to his satisfactionWe received his communication this morning, June 1st, 2015, and are prepared to visit with him about a resolutionPlease contact feel free to contact us if you have any questionsBest,Printa Systems, LLCCustomer Service
Complaint: ***I am rejecting this response because:I would like to remind everyone reading this that the training issue is not the primary issuePlease review my initial complaintThe main reason for this complaint is from about a year of mistakes and blunders from Printa that started off with my initial orderNot only did they forget to add vital equipment and supplies like the smaller exposure unit, ink spatulas, plastic slider cards, and many others, but they forgot to include many of the items there were actually listed in my initial order***'s answer to this is simply for me to deal with the equipment I have and make it workSo now I must getto rig my equipment worksFor example: I must use the smaller screens with the large exposure unitThey did not include the black foam board for the small screens so I must rig that up with weight and even use strength of my hands and arms to hold it down for the full minutes of exposureApparently it is acceptable to *** for me to try and work things out without the proper equipment that should have been sent to meAm I really suppose to be at the professional level like this? The logic in this is clearWhy would they send me all of those small screens and not include the smaller exposure unit that goes with them? Why would they send me the template and mylar sheets for the smaller exposure unit if I didn't need the smaller exposure unit itself? They really did screw me up pretty bad and I hope the Revdex.com does not let them get away with it
There was also a massive amount of damage to my system when it first arrivedIt looked like the Incredible Hulk threw it on the wooden planks from yards awayAll of the boxes had damage to them ranging from severe to moderate and half of my equipment and supplies in the boxes were noticeably damagedI have included a few images and have moreI will send them when I find themThere was a sign on the main unit that said do not put items on top during shipping, but I only noticed that sign after I took off the damaged boxes that were shipped on top of itNo wonder the main unit will not work correctly for meThe main unit is damagedEven when I tighten all the ratchets and secure the screen just slightly above the platen like we are suppose to, the screen touches the shirt during printing every time and causes the ink to blur and bleed most of the timeI even had a friend that used to work at a silk screen shop come over and trouble shoot it with meHe agrees that it is not working properly as it should and it is probably because it was beat up during shipping like all of the boxes it was withNow I got lucky with one decent print on a shirt and emailed *** late at night with itHe did not tell you that I stated that there are flaws that my client would never accept if you look closerI did this because he charged me with not trying hard enough to train with and use the equipmentI was simply proving that I indeed am trying and have been trying for the past yearmostly by myselfNow he is trying to use that email against me and say " It looks GreatYour training is going well". So I have attached several images that tells the truth on how my self taught training is going
This brings us back to the training issueFor the last two weeks I have been calling them trying to get help with this job and they only had a few minutes to an hour to help meThis few minutes this week, and a few hours next month is not what you call trainingHow can they see and understand the flaws in my equipment over the phone? *** says that Chris has been trying to contact me several times for training, but I was unavailableThis is simply not trueI have not talked to Chris for over half a yearHe has not called me at all sense I first got the systemI talked to *** *** yesterday on the phone and he told me that Chris is no longer available for training or does not even work there anymoreI had to cancel on them but a few times yes, but that is nothing compared to the massive amount of times they canceled on me due to events or scheduling issuesIf need be I can forward you several emails that took place between the last yearIt can tell the truth on how many times they canceled on me vrs how many times I was unavailable
I have delt with this for about a year and have had enoughI have been so patientDo you honestly think my training will get any better? Now let us combine everything that I have been through with Printa this last year, not just the training issueI have been through a gauntlet of damaged and missing equipment, horrible customer service, and little to no trainingI deserve a full refund and I humbly ask for itI also ask that Printa ship all of this equipment and supplies backSincerely,*** ***
Dear [redacted],
In addressing your training and any equipment concerns, our desire has always been to schedule a time that works for both Printa and you that includes your assistant or trainer that you said you had available. Our objective is to get you up and printing as quickly as...
possible.
I'm glad that you emailed me early this morning about your printing success and I've included a copy for your recollection (3:25am this morning) and of the image you included. It looks like a great image. Here is a copy of your email:
"Aloha [redacted],
Just wanted to let you know that Im burnin da midnight oil. My silk screen friend is actually sick. It really does suck trying to learn this myself. I am absolutely horrible at flooding and am terrified of putting ink through. I handle the squeegee weird and it looks like Im a bit crippled when pulling. Here is one of my attempts from tonight attached to this email.
I really am trying, but it's very frustrating and slug slow. I.still need to learn CMYK after this."
Have a good morning,[redacted]
Again, our objective is to provide you the training to print successfully. Chris L[redacted] (Printa Trainer) had tried a few times to train you without you available to meet with him. In his attempts to reschedule we were unsuccessful. We are still here to provide that training and I've given you the times that I have available to speak with you and our team. We hope to get this resolved at your soonest convenience.
At the Revdex.com's request we can provide documentation and the original sales invoice. I'm happy to have our team on a call with them to discuss a resolution.
Best,
[redacted]
To whom it may concern,This is the first that we have heard of this problem from this customer at our corporate office in Idaho Falls, Idaho. We purchased the company in August of 2013 and were not involved in the sale of his equipment, however, we are happy to provide the service and support that...
he is requesting to his satisfaction. We received his communication this morning, June 1st, 2015, and are prepared to visit with him about a resolution. Please contact feel free to contact us if you have any questions. Best,Printa Systems, LLCCustomer Service
Note that in his Revdex.com complaint Mr. [redacted] asserts that the individual who had been attempting to contact him for training (Mr. L[redacted]) has not been employed by Printa for over a year and a half, and that this is somehow evidence of Printa’s efforts to mislead him and “cover-up”. The fact of the matter is that Mr. L[redacted] (as mentioned above) has retired. Printa reached out to him to take on the remote training of Mr. [redacted] due to the time differences between Hawaii and Idaho--finding time during regular business hours in Idaho to train Mr. [redacted] was a challenge. The company felt that having a mostly retired contractor handle the training would be the most efficient way to get it done. Far from being evidence of lying and a cover-up, it was an effort to work with Mr. [redacted].With respect to the equipment issues, Mr. [redacted] asserts that Printa sent the incorrect equipment and failed to ship some of the equipment that he ordered. In fact, the company worked with Mr. [redacted] for quite some time to put an equipment package together for him that met his budget and his unique needs. For example, Mr. [redacted] needed equipment that would print on size 5XL and larger T-shirts, which apparently are common in Hawaii. Mr. [redacted] then questions why he received specific equipment in his order such as small squeegees and screens, but did not receive a small exposure unit (used to cure the screen-printed products). The answer is because his order was completely customized by him after numerous discussions with Printa personnel and he received what he specifically ordered—a small exposure unit would not accommodate a size 5XL or larger shirt.Due to his customized order, Mr. [redacted] is now complaining that he does not have the necessary equipment to complete “regular” print orders and asserts that Printa should have advised him of this fact. Printa did indeed caution him regarding the limitations that he would face due to his custom order.Mr. [redacted] also mentions the Printa warranty in his complaint. Printa maintains that the equipment was not defective when shipped and Mr. [redacted] makes no claims of defects in workmanship in his complaint. Despite the fact that the equipment is not defective and the issues complained of by Mr. [redacted] are not covered by the warranty (copies of which can be provided) Printa has replaced every item that Mr. [redacted] has requested be replaced. The company has done this even though the damage to the equipment alleged by Mr. [redacted] was caused by shipping, which is specifically excluded. In his complaint, Mr. [redacted] acknowledges that the equipment issues are due to damage in shipping, something that Printa had absolutely no ability to control.
Despite the shipping damage exclusion, to date Printa has replaced every piece of equipment that Mr. [redacted] has requested. In so doing, the company has made, at significant expense, a total of five additional shipments to Mr. [redacted] in Hawaii. The company had to make five separate shipments because Mr. [redacted] did not open and inspect the entire initial shipment upon receipt. Instead, he spread this out over time. After the company made four shipments of replacement items to Mr. [redacted], it demanded that he open all packages in order that the company could make one final shipment. The company has bent over backwards to ensure that Mr. [redacted] received all of the equipment that he ordered and to replace the equipment that he alleged was damaged—even though it was damaged in shipping and not covered by the warranty.Mr. [redacted] further alleges that several items (unidentified by him) were not included in the initial shipment. Each and every item that Mr. [redacted] ordered from Printa was shipped to him in the initial shipment. Nonetheless, Printa sent replacement items for each item of equipment that he claimed was missing from his order.In March and April of this year, Mr. [redacted] began posting negative comments about Printa to social media and making complaints to the Revdex.com. On about April 11, 2016, [redacted], a customer service representative who had worked fairly extensively with Mr. [redacted] to replace equipment that was damaged in shipping, contacted Mr. [redacted] to discuss his negative postings. During their conversations, Mr. R[redacted] asked Mr. [redacted] to put together a final list of items that he would like sent to him to fully and finally resolve all of his issues with the company. The final list included nearly $900 worth of equipment and supplies to Mr. [redacted] and the company agreed to have Mr. Chris L[redacted] again attempt to work with Mr. [redacted] to get him trained. With shipping and Mr. L[redacted]’s fees, the cost to Printa of this accommodation would have been approximately $1,500. As evidence of Printa’s willingness to accommodate Mr. [redacted], this “wish list” of items included items that were not included with Mr. [redacted]’s original order from Printa.With respect to the training that Mr. L[redacted] was going to provide to Mr. [redacted] as part of this final accommodation, Mr. [redacted] advised Printa that he wished to have a person that he knew conduct the training. Printa was agreeable to this request and simply asked if they could speak with this person first to determine his qualifications and to go through the equipment settings and set-up. Despite making reasonable efforts, Printa was never able to make contact with this person and it appears that he elected not to assist Mr. [redacted].During his conversations with Mr. [redacted] regarding this final accommodation, Mr. R[redacted] advised him that the company would not send these items if Mr. [redacted] persisted in complaining about Printa to the Revdex.com or to the Attorney General’s office as Printa believed that it had been more than fair with Mr. [redacted]. Mr. [redacted] responded that that was fair and agreed to work with Mr. R[redacted]. Mr. R[redacted] then sent a listing of the items to Mr. [redacted] for confirmation and never heard back from him—despite phoning him at least four times. Instead, Mr. [redacted] filed another complaint with the Revdex.com.For the foregoing reasons, Printa respectfully submits that Mr. [redacted]’s complaint is wholly without merit. Printa has made extraordinary efforts to appease Mr. [redacted]. In that regard, the company has: a) made numerous efforts to conduct training long distance; b) replaced every item that Mr. [redacted] alleged was damaged in shipping or missing from his order; c) engaged the services of a retired trainer to attempt to work with Mr. [redacted]’s schedule to get him trained; and d) corresponded with him extensively to resolve his issues. Moreover, the company offered nearly $900 worth of additional equipment and supplies to Mr. [redacted]. Despite all of this, the company remains ready and willing to work with Mr. [redacted] to assist him in obtaining the training that he believes he needs to successfully operate his Printa equipment.