Superior Case Coding Inc

To whom it may concern,
As with the previous fluids, parts or service orders invoiced and shipped by Superior to Urban Moonshine, the invoice (see attached) clearly states, as do any
and all pro-forma invoices sent to UM for fluids, parts or service orders, that their order is once again a FLUIDS, PARTS OR SERVICE ORDERTHIS SALE IS FINAL
There is no trickery or deceit involvedThese fluids, parts and services have never been represented by Superior to UM, or to any other entity, be sold on any terms other than THIS SALE IS FINAL
This is a very simple transaction clearly stated as what it is, another order for fluids parts or service and the sale is final

Yes, I have given authorization to file a complaint on behalf of Urban Moonshine

Horrible products and even worse customer serviceDo not purchase anything from this so called companyI have two printers from "Superior" (should be called Inferior) one of which was delivered non-operableI paid for priority overnight shipping, and didn't receive my printers for almost a monthThey sent a brand new defective product and I had to pay shipping both ways and repair costs after just spending over $15,on two worthless machinesI have had several problems with the printers and everytime I call, when they(and by they, I mean the one multi personality employee) answer, it is *** or ***...who I truly believe is the same bi-polar womanThey claim to not know of a Nathan Blackmon, who is listed as the owner, and there are two addresses for the companyOne address is listed online, but the other that is on their automated answering system, they claim to know nothing aboutVery sketchy people and possess no knowledge of their equipmentNow I have recently phoned in, giving them another chance to offer some tech support, and spoke with an associate *** brieflyLater I called back (several times) and asked for the same associate"***" refused to let us speak with him and at one point said there were no employees by that nameCRAZY!!! I have asked if I could send them back for just a partial refund, not an option! Anyone want to buy some printers? I am ordering some real printers!

Black Hills Honey Farm bought the Preza T with much regret! The first one they sent didn't work right out of the box. The second one ran one time then the ink clogged, only to find out that it was going to cost another 900.00 to flush it out. Decided to keep my money and they can keep that piece of crap! Out 2400.00. Thanks Superior Case Coding for NOTHING!
BUMMER, that was a big investment for me, being a small business!
Lisa

The customer service from this company is very poor. It was poor while trying to find out about ordering equipment, it was poor trying to schedule shipping, and poor trying to cancel the order after enough frustrations. If it's that poor trying to buy from them, imagine trying to get help with a product deficiency.

Superior Case Coding, Inc.
               
1230 Activity Drive,
Suite #E
             Vista, CA  92081
                      
Phone 760-744-5211  Fax 760-744-5232
  www.superiorcasecoding.com
 
 
Date:   7/29/15
 
To:       Revdex.com
of San Diego / To Whom It May Concern / Consumer Complaint #[redacted]
 
Here at Superior Case Coding, Inc., we can
understand that receiving a repaired solvent based industrial inkjet coder and
then shortly thereafter not being able to operate the unit, for any reason,
would be disappointing.
 
To keep this from happening, each printer
that is received here for repairs is photographed a minimum of 13 times prior
to repair to document the status of the printer as received, starting with the condition
of the unopened carton on arrival. The unit then goes through a 28 point
checklist to ascertain its good/bad status on each operational aspect. Any and
all conditions that report as bad are then made known to the customer along
with the total repair cost to bring the unit to 100% operational status. The
customer may decide whether or not to have the unit repaired. Each unit subsequently
repaired here is then fully tested and extensive print samples are ran to verify
and document that a repair is 100% [redacted]ct and complete and the inkjet coder is
fully operational before we ship a unit. Without this process & our utmost
confidence in each printer shipped, we could not operate in the industrial inkjet
coding industry.
 
We do know that RMNL runs both black
and white ink through the same industrial inkjet coder, and has done so for the
past two years without performing any of the ink line and filter changes required
by the user manual for these fluids. This time period would have required a
minimum of 28 ink line and filter changes to [redacted]ctly run both of these solvent
based black and white fluids, but RMNL has not done any of this maintenance for
two (2) years running.
 
Additionally, we do know that the unit
was sent back to Superior generating a troubleshooting report on 7/15/15 with the
filter of the unit full of clotted white ink and with the print engine nozzles
destroyed by and filled with clotted white ink and possibly an additional
foreign fluid. The user manual for this printer requires that when using white
ink the print head be flushed clean with its flushing solution when the printer
will be left unused (not printing) for over 8 hours, and that the ink line and
filter be flushed clean when left unused (not printing) for over 24 hours. It is
clearly evident that this flushing requirement for the white ink was not
adhered to by RMNL. This clotted white ink, and any use of foreign fluids, is a
reason that ink lines filters and printheads will be destroyed and why another
invoice for repairs was generated.
 
We can, however, understand the disappointment
and frustration on the part of RMNL, and we do not believe that RMNL has purposefully
ignored the proper maintenance for their machine.
 
We do everything we can to maintain the
operational success of our customers and their printers as inexpensively as
possible, and we certainly do understand how it would be frustrating to have a
unit repaired again for many of the same issues, no matter how they were
generated, within a short time frame.
 
What we will offer RMNL to ameliorate
their disappointment and to put them squarely on the right path to success with
both the ongoing maintenance and the printing of their solvent based industrial
inkjet coder is as follows (all complimentary):
Complimentary repairs on their unit –
re: invoice [redacted]
2.   
1 unit 5L flush
3.   
1 unit 3 pack filters
4.   
1 unit 3 pack ink lines
5.   
1 unit 6 pack (250ct) print head wipes
6.   
1 unit flushing / cleaning kit
7.   
1 user manual
 
With this repair and the complete range
of all the maintenance items, flushing fluids and manual for the printer, RMNL
will now have not only a perfectly working printer but also all the knowledge
and all the resources required to give them everything they need to [redacted]ctly
operate and perform ongoing maintenance for their solvent based industrial
inkjet coder.
 
If RMNL chooses to accept this offer, all
they need to do is to send the printer in to Superior on TR #729 to the attention of SERVICE at
the address below. The printer will then be repaired and returned to them along
with items 2-7 above.
 
Instructions as how to properly prepare
the printer for shipping follow below.
 
Once you have been provided with a TR
number, ship the machine with a copy of the completed TR report included in the
shipment to Superior
at the ship to address below. For the following operations, make certain to
only use the flushing fluid supplied to you by Superior for your printer. Prior
to shipping the equipment must be cleaned, the ink cartridge removed, the print
head and ink system flushed, the ink line capped, the print head ink line
fitting capped, the ink filter capped, the print head wrapped in Xaar print
head wipes / rubber banded and then bagged in a polybag, and the machine
securely packed and cushioned in an appropriate container for the purpose of
shipping. Under no circumstances shall a machine be shipped by the customer to Superior with an ink
cartridge still in the machine and/or ink remaining in either the ink lines or
the printhead.
 
SHIP TO:
Superior Case Coding, Inc.
Attn: 
Service/Troubleshooting
1230 Activity Drive, Suite #E
Vista, CA  92081
We are happy to be able to extend this
offer to RMNL & get them back on track to successful and inexpensive inkjet
coding success.
 
Sincerely,
 
[redacted]
Representative
Superior Case Coding, Inc.
1230 Activity Drive, Suite #E
Vista, CA  92081
Phone 760-744-52111 Fax 760-744-5232

We are sorry to hear of repeated difficulties our customer has encountered with this inkjet coding equipment and they may return it for a full refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Horrible products and even worse customer service. Do not purchase anything from this so called company. I have two printers from "Superior" (should be called Inferior) one of which was delivered non-operable. I paid for priority overnight shipping, and didn't receive my printers for almost a month. They sent a brand new defective product and I had to pay shipping both ways and repair costs after just spending over $15,000 on two worthless machines. I have had several problems with the printers and everytime I call, when they(and by they, I mean the one multi personality employee) answer, it is [redacted] or [redacted]...who I truly believe is the same bi-polar woman. They claim to not know of a Nathan Blackmon, who is listed as the owner, and there are two addresses for the company. One address is listed online, but the other that is on their automated answering system, they claim to know nothing about. Very sketchy people and possess no knowledge of their equipment. Now I have recently phoned in, giving them another chance to offer some tech support, and spoke with an associate [redacted] briefly. Later I called back (several times) and asked for the same associate. "[redacted]" refused to let us speak with him and at one point said there were no employees by that name. CRAZY!!! I have asked if I could send them back for just a partial refund, not an option! Anyone want to buy some printers? I am ordering some real printers!

The customer service from this company is very poor. It was poor while trying to find out about ordering equipment, it was poor trying to schedule shipping, and poor trying to cancel the order after enough frustrations. If it's that poor trying to buy from them, imagine trying to get help with a product deficiency.

Review: Rocky Mountain Natural Labs (RMNL) submitted a Preza Mini printer (S/N [redacted]) to Superior Case Coding (SCC) for a service repair in early June 2015 due to printing issues. Invoice [redacted], totaling $930.18, was paid to SCC to complete all recommended repair work.

After RMNL received repaired unit back in early July 2015, it was found to be inoperable. A clogged filter was replaced, and the manufacturer's recommended maintenance and ink-changeover procedures (flushing printhead and ink line) were repeatedly completed. New ink (white in color) was primed into the unit several times.

SCC technical support was contacted on 7/5/15, and recommended returning the unit due to what appeared to be a partially clogged printhead.

A new invoice, [redacted], was generated by SCC for additional repairs totaling $835.72. Most of the itemized repair costs are identical to those previously paid for in invoice [redacted]. The statements in the second invoice are erroneous, and the responsibility for the second repair is the crux of our complaint.

Invoice [redacted] states that "per customer, white ink left in printer / printhead / filter / ink line over 4th of July holiday". This is inaccurate, and was never stated or implied by a RMNL representative. The documentation submitted simply stated that "Printer just returned from service with SCC, would not print"

Although the unit was purportedly tested by SCC prior to return to RMNL, it did not operate in our possession. SCC falsely blames this on RMNL negligence in cleaning. Because at no point did it function after its return from original service, this is not possible.

Review of SCC website finds their return policy is "complete satisfaction from 30 days of purchase", and wording includes the term "no questions asked". As a repeated customer, who purchased the printer, replacement ink cartridges, and service from SCC for the past several years, their stance on refusing to [redacted]ct their original faulty repair work is disappointing.Desired Settlement: RMNL requested that SCC complete the additional repairs listed under invoice [redacted] free of charge, due to the failure to complete repairs listed under invoice [redacted] to our satisfaction in an email communication on 7/15/15. This was followed by a phone call on 7/23/15. SCC refused to complete the repairs without further compensation. At this point, RMNL requested the Preza Mini printer be returned in its current state.

RMNL would like the original monies paid for repair under invoice [redacted], $930.18, refunded. This is based on the fact the repairs were not completed to our satisfaction, and the printer remains in the same unusable state it was in when first submitted to SCC.

RMNL would also like to be able to return to SCC, for fair compensation, the unused ink, cleaning fluid, filters, etc. for the Preza Mini printer that remain in our possession.

Business

Response:

Review: Review: A Preza Mini (S/N [redacted]) coding machine with a conveyor belt was purchased from Superior Case Coding, Inc. (hereinafter referred to as Superior) on January 14, 2013; invoice number [redacted] in the amount of $3,674.85. It was shipped from Superior on January 28, 2013 via UPS Ground.

After we began using this machine, we started having problems with leaking ink cartridges that resulted in the machine not printing at all. We spoke to [redacted] of Technical Support at Superior on numerous occasions regarding this issue. After trying unsuccessfully to resolve this problem over the phone numerous times, [redacted] instructed us to ship the machine back to Superior for repairs. We have had issues with ink cartridges leaking at the point where the needle is inserted into the cartridge since purchasing the machine. The cartridge seems to work without leaking only the first time that it is inserted into the Preza Mini. After it has been removed once and then replaced, a large amount of ink begins to leak from the hole at the top of the ink cartridge. The hole (where the needle is inserted into the cartridge) seems to enlarge after repeatedly re-inserting and removing this ink cartridge in order to flush and clean the Preza Mini. In addition, the ink cartridge needs to be gently agitated before printing when there is a 24 hour lapse between printing jobs. Removing and replacing the ink cartridge often results in even greater ink leakage.

The Preza Mini coding machine was shipped to Superior, as instructed by [redacted] in Customer Service and [redacted] in Technical Support, on November 8, 2013. Superior received our machine, diagnosed the problem, and sent us an invoice in the amount of $938.10 for repairs on a machine that was still covered under its original warranty. The machine is less than one year old and is under a parts warranty for a period of one year. We have called Superior several times regarding this invoice. We have asked [redacted] in Customer Service repeatedly to have our phone calls transferred to either someone in authority or the technical support department. She refused every time.

An email was sent to Superior regarding our issues with this ink coding machine purchased from them that was still covered under a one-year warranty for parts. This email was followed up with a phone call to Superior on the next business day. A representative from our office spoke with [redacted] of Customer Service concerning the status of the machine returned for repairs. She stated that she did not receive the email attached below because that email address belongs to [redacted] only, although we were replying to an email sent from [redacted] via Erika’s email address ([redacted]@superiorcasecoding.com). Also, she stated that the Customer Service department doesn’t have their own email. However, we were able to find the [email protected] email address for customer service on Superior Case Coding Inc.’s website. She was unable to give us a new report on the status of the repairs after receiving our email sent to her previously. She couldn’t give us the status and she refused to transfer our calls to someone who could give us the information that we were requesting about the status of our machine. She refused to transfer our calls to someone in authority.

Another email was sent to Superior regarding the matter of being charged for repairs that should be covered under the warranty. Superior replied to our email. They were dishonest regarding the instructions in the User Manual. Superior insists that according to their User Manual, it is necessary to replace ink filters and ink lines once a month. According to our User Manual that accompanied the Preza Mini, ink filters and lines are to be replaced every six months instead of every month. This page 11 of our User Manual was scanned and emailed to every department with an email address at Superior.Desired Settlement: We want to have our Preza Mini repaired and the one year parts warranty honored. We have been arguing with Superior for two weeks over the cost of repairs. This unresolved issue is having a direct impact on our production since we are unable to send out any products without coding them first with lot numbers. If they cannot honor the warranty, then our second option would be a full refund on the machine that we are unable to use. We have repeatedly requested that our one-year warranty on this machine be honored; however, Superior keeps insisting that we need to pay almost $1000 to have it repaired.

Business

Response:

Ms. [redacted] must be aware that if [redacted] does not maintain their equipment as per the user's manual that [redacted] will remain financially responsible for any repairs needed due to lack of care as per the user's manual. The warranty for their industrial use, solvent based printer in question is as follows:

Warranty

Manufacturer’s

Warranty Period: 90 days labor, 1 year parts, excluding wear through normal use

parts.

Print heads

subject to evaluation.

Warranty is

from date of shipment and is subject to proper installation, use and care as

per user’s manual.

[redacted] used both white solvent based ink and black solvent based ink in their printer.

The printer was shipped supplied with black solvent based ink on 1/14/13 and [redacted] additionally first purchased white solvent based ink on 4/18/13. Although the user's manual clearly calls for ink filter changes and print head flushing, and additionally the Superior CSR suggested an additional filter and print head flush purchase at that time (4/18/13) & recorded the [redacted] refusal of those items, no additional ink filter for the use of white ink was purchased at that time, nor was any print head flush for cleaning the printhead purchased at that time. [redacted] purchased more black and white ink on 8/7/13, and again did not purchase ink filters or print head flush. [redacted] has at no time in their history purchased an ink filter for their machine.

The maintenance requirements for the printer, for black ink, and for white ink, as per the user's manual, follow:

For [redacted] and [redacted] Black Ink, required flushing and

maintenance:

Flush your printhead clear with flush any time you will not

be running your [redacted] printer for a period of two days or more.

Flush the ink filter and ink line clear with flush any time

you will not be using your [redacted] printer for three days or more.

Replace your ink filter (Item #[redacted], ink filter) once

every 6 months.

Replace your ink line (Item #[redacted] Ink line) once every 6

months.

For [redacted] White Ink, required flushing and maintenance:

Flush your printhead clear with flush any time you will not

be running your [redacted] printer for a period of more than 8 hours.

Flush the ink filter and ink line clear with flush any time

you will not be using your [redacted] printer for more than 24 hours.

Replace your ink filter (Item #[redacted], ink filter) once

every month.

Replace your ink line (Item #[redacted] Ink line) once every month.

Items required for flushing and maintenance:

1. Item #[redacted]

Filter, ink filter

2. Item #[redacted] Ink

line, 3ft ink line with fittings for [redacted], includes additional spare fittings

3. Item #[redacted]

Printhead wipes, Xaar printhead wipes

4. Item #[redacted]

Flushing/Cleaning Kit, Includes: print test pad, gloves, Xaar XXL printhead

wipes, spare

fittings, two flushing syringes, spare tubing

5. The corresponding flushing solution for your ink

[redacted] completely disregarded the required maintenance necessary for a solvent based industrial inkjet printer. As you would expect, their printhead and filter were eventually clogged with the unflushed dyestuff and pigments from the two inks, and destroyed.

We will be happy to repair [redacted]' printer for them, but unfortunately when solvent based printers are not maintained they will require new print heads, filters and ink lines, and these items and the labor required to replace them have costs. We always keep these item and labor costs to the very lowest possible costs we are capable of providing for our customers. However, complimentary repairs for solvent based printers that have been damaged due to complete customer disregard for the maintenance necessary for the printer is simply not possible.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This machine was purchased in January; however, it was not

used for production purposes until the end of September when a new employee was

hired to operate it. The owner tested

the machine upon receipt of it to be sure that it worked. Then the print head was flushed and the

machine wasn’t used again until the end of September 2013. The printer worked the first time that the ink

cartridge was inserted. According to the

user’s manual, the ink cartridge needed to be taken out and reinserted when

flushing the print head, ink lines, and filter.

This resulted in a huge mess with ink leaking out of the hole in the ink

cartridge. The cartridge could be

inserted the first time without leaking.

Each subsequent time thereafter resulted in extreme ink leakage. Ink was dripping from the cartridge, all the

tubing, and the print head itself.

According the owner of [redacted], Superior made no suggestion

regarding the purchase of additional filters and supplies. Only one cartridge of white ink was purchased

at the time because it was not bright enough to be read on the containers. The ink was a grayish white instead of a

bright white. White ink was used by the machine operator

only twice between January and November 2013. [redacted] did purchase additional black

cartridges and print head flush. There

are currently two black ink cartridges in the owner’s inventory. [redacted] has a small amount of print head flush

on hand. Any future purchase of supplies

was put on hold when the machine was shipped to Superior for repairs. Each ink cartridge costs over $100 plus

shipping. So much ink leaked from the

cartridges that it was cost prohibitive to purchase future supplies while the machine

had this leaking problem. The only time

that the machine worked without leaking ink was when a new ink cartridge was

inserted for the first time. Any

subsequent uses of the same ink cartridge resulted in ink leaking from the

cartridges, print head, and ink lines.

There were puddles of ink on the floor due to the poor design of the ink

cartridges. There was no possible way to

keep the insertion hole in the ink cartridge from expanding and getting larger

with each removal and reinsertion into the machine.

All of the leaking ink resulted in the print head clogging

continuously during use. At times, up to

3 hours of time was spent just trying to get the machine to print

properly. In fact, there was so much ink

leaking, it was necessary for the person operating the machine to wear plastic

over her shoes. Superior’s technical

department was called several times regarding this leaking ink issue. The problem could not be resolved over the

phone, and [redacted] was told to ship the machine back to Superior for repairs

while it was still under its one-year warranty.

The operator from [redacted] flushed the print head, filter, and

ink lines according to the user’s manual that was supplied to [redacted]. Replacing ink lines and filters wasn’t

necessary since the machine was not operated continuously for a period of six

months using black ink and one month using white ink. A new employee was hired to operate the [redacted]

mini printer during mid-September. On November 7, 2013, Superior was contacted

via email and arrangements were made for the machine to be shipped back to

Superior for repairs while it was still under warranty for parts. The machine was returned to Superior due to

problems with leaking ink and the constant clogging of the print head. This printer was used for less than six weeks

by [redacted].

The operator at [redacted] adhered strictly to the maintenance procedure

in the user’s manual. The print head was

flushed whenever it was idle for a period of three days or longer when using

black ink and 24 hours or longer using white ink. The print head and ink lines were flushed

with print head flush solution until the ink lines were clear. The ink cartridge was then removed from the

machine.

Both black and white ink cartridges were used for printing

lot numbers. Black ink was predominantly

used. According to the user’s manual,

the ink filter and lines have to be replaced every six months for black ink and

every month when printing with white ink.

Black ink was used for a time period of less than one month and white

ink was used for less than one week.

[redacted] strongly disagrees that required maintenance was

disregarded. It is the opinion of [redacted]

that the print head, filters, and lines were became clogged as a result of the

extremely large quantity of ink that leaked from both black and white ink

cartridges.

This machine has a serious design flaw with too much ink

leaking from the ink cartridges. There

is no possible way to prevent ink from leaking from a hole that keeps

expanding. It is imperative that the

cartridge be removed and reinserted according to the user’s manual maintenance

protocol. There is only aluminum foil

keeping a hole created by a needle from enlarging every an ink cartridge is

removed and replaced. This is a severe

design flaw in the opinion of [redacted].

It would not be cost-efficient to pay $1000 each time a

machine that cost $5000 breaks or needs shop maintenance. [redacted] feels strongly this Superior Case

Coding, Inc. is an unethical company trying to promote a very inferior product.

Regards,

The person who sold me the unit was nice. After purchase service was horrible. The Preza mini product leaked and barely worked, called several times seems like no one knows what it's going on except to read from a script, nor even care. I would NEVER purchase anything from this company.

Review: Urban Moonshine purchased a conveyor belt, item # [redacted], item # [redacted] - Mount Floors Stand, item# [redacted] - White Ink, item# [redacted] - product detect sensor from Superior Case Coding, Inc. (hereinafter referred to as Superior) on January 14, 2014; invoice number [redacted] in the amount of $2139.50. It was shipped from Superior on January 14, 2014 via UPS Ground. After further assessment of the purchase and application of these items in our production facility, we have decided that we have no functional use for them at this time. We then made the decision to return said items. We were under the impression that we had 30 days to return these items "no questions asked." This 30 day, 100% satisfaction guarantee is advertised on their website. We are with in the 30 days of this guarantee but still the Superior Customer Service Rep refuses to accept a return and to allow us to speak to a manager. We have contacted them by phone several times and then a final attempt via email with no luck. Upon each attempt to contact, Superiors customer service representative has repeatedly expressed that the return policy is only good for the "Standard System" which is not clearly explained in the guarantee certificate. There is no additional information available about the guarantee as well. The customer service rep states that there is no return policy for this item and that it is clearly stated in the invoice, which is sent to us with the package. There is no electronic invoice sent to review these return policies. We at Urban Moonshine view this unwillingness to cooperate as a result of false advertising. We value business transparency and initiative to inform customers of their purchases.Desired Settlement: We would like to return said items: item # [redacted] and accessories: item # [redacted] - Mount Floors Stand, item# [redacted] - White Ink, item# [redacted] - product detect sensor. We would like for Superior to honor their 30 day guarantee and refund us the full amount for the items of $2139.50.

Consumer

Response:

Yes, I have given authorization to file a complaint on behalf of Urban Moonshine.

Business

Response:

To whom it may concern,