Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a model x dtg printer April 2022, even since I have had several is***s. Times with over a week no help trying to fix it. Mostly importantly this past week and a half. I have 97 emails going back and forth trying to fix the machine. I have a job I had a dateline for and for that week an a half it was try this do this with not real results. When the ***** rip the image for me on ********* it worked great but not in their own software turbo rip. My boyfriend and I follow all their steps and it still doesnt work. This machine is c*** Only time I have seen an image coke out good in when the use the actual software the machine is for which is *********. I have learned that this company bought detectives Ricoh ri1000 machines and refurbished them and named them model x. The machine still have Ricoh on it. I also learn that ********* is the software that Ricoh gives out with their machine. So **** is taking these machine and filling them but not giving ******************. The email says ***** doesnt have full rights to it. I need to be able to run my business, I am Unable to because the machine doesnt work unless its when ***** from there rips it in *********. The machine is under warranty, **** said because Im rude he isnt going to follow the warranty. Warranty has nothing to do with rude or not. Im rude and made that Im losing money because the truth is coming out and he wont fix it or replace it. This is a big scam, I need this fix before I have to *** because my business cant run without this machine so Im losing money every day. I have the 97 emails, pictures its a Ricoh, and the email support video are ri1000 and ***** saying its not that machine but you can follow the steps in it because it is, Im not dumb and I have done my homework. I need help because **** is awful to deal with.

  

  Business Response

  Date: 01/30/2023

  There are a number of false statements and claims in the review. Below is a general outline of our dealings with this customer.
  
  The customer states that we buy used Ricoh printers and refurbish them and re-sell as Model ** This is NOT TRUE. Model X is a brand new machine that has the same print engine as the Ricoh Ri1000 printer. The customer purchased a brand new Model X, and that is what she received.

  
  After purchase the customer and operator did not participate in the free training despite being asked to on multiple occasions. When training was finally scheduled, the owner and operator did not show.

  
  The machine is operating as intended. The issue is with understanding software settings and DTF printing on film. DTG-Cs tech used an advanced software we sell called ********* and the prints improved. The customer states that we cant offer ********* because we are a refurbished Ricoh machine, this is NOT true. We do offer ********* for a fee and ********* does work with both the Model X and Ricoh Ri1000

  
  Customer is very difficult to speak with on the phone. Will not take any ownership for the problems they experience and just blame the machine. This is an industrial printer that requires training, not an off the shelf consumer electronics printer. Attempts to explain this, are met with yelling. Customer suggested we communicate via email moving forward.

  
  If the machine fails, there is a warranty, and the printer will be fixed free of charge. At this point, our opinion is the customer needs training and would benefit from the ********* software which is available for sale. To this end, we have offered ********* software for free to try and gain a happy customer
  
  ********************** is happy to continue to support and train this customer for free. We are also committed to honoring the warranty as stated in the sales contract.

  Customer Answer

  Date: 01/31/2023

  hello, **** has not been involved. He has passed this off to ***** she has been wonderful with about 200 emails. Im still waiting on this *********. I also have an email during my investigation how the bought ri100 and was suppose to change the firmware so ********* wouldnt work, but thats the only software that does work.  He is making a lot of false statements, I have always had witnesses and tech around when dealing with this machine. No training was offered till I complained. Yes I only want email because of La. BBB has already receive the same complaint about this machine, I just went above and beyond investigating and speaking with people and have the email and photo it saying Ricoh on my machine. Now when I was offered training I ended up with Covid. Now for the other person that was using the machine because of what I was told by dtg connection she is no longer around. At this point **** is hard to deal with ***** is wonderful but something needs to be done as I have lost ****** dollars in 4 weeks with about 200 emails trying to fix this machine. I have to do dtf because customers complain how bad dtg is and it doesnt hold up and I have emails from them on that also.