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:11/29/2022

  Type:Product 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 bought a ***** **** Printer from him. I paid ****** for a new head to be installed along ***************************** and cutting blade. Total price I paid was ****** That did not cover my expenses to get machine. I have all receipts and emails to verify all said info. While at his shop he printed a print and told us to get our enclosed trailer ready to load machine which we told him its ready. But he insisted we go outside. It took him a good hour to get machine ready during that time my husband removed shelves in our trailer so that machine could go straight in not at angle. ****** helped my husband load and tie down machine and he checked it several times to make sure it was not going to move (we picked in up in ********************************). I specifically asked numerous times to be sure it wouldn't be a problem transporting it he said not at all he moves them all the time and as long as its strapped down and in covered trailer were good. We stopped numerous times on trip to be sure machine never moved and it was always in exact place. Once we got it home I called ****** he said let it sit for day or two before he helped me get it going. We did. I had a Printer Tech that maintains my machine come to look at machine immediately and he said this machine is rigged. I told him he told me the good thing is when I buy the machine from him I get him to help me get it going. So I wanted to give him the benefit of doubt. We soon realized our expert was right after numerous attempts on phone and video calls with him machine would never work. I had my expert come back numerous times and he was there several times when I was on call with ****** and he says the machine is never going to work because its so rigged and he said this machine never could of printed that print in his shop without it being rigged and my tech said anyone with knowledge can rig a machine to print. So he had every excuse why it wouldn't print- I had to buy new ink cartridges from him even though he said there was ink in cartridges they were empty, then the next excuse I had to buy new chips. I told him I haven't even printed and I'm having to buy this stuff theres a problem. So no matter what he suggested while he was on phone with video call machine never worked. I told him the tech says its rigged and it will never print he just laughed. He put all blue painter tape on everything- The tape inside which is wrong tape for it-taped down new cutting blade therefore the head wouldn't never lock in place, the paper holder all taped I have all the messages about how concerned we were and the minute my tech seen all the tape he said he knew it was rigged. I have given ****** every opportunity to make it right 1)he could come here and fix it 2) he could pay a tech here to fix it 3) I'd return machine to be reimbursed in full plus my gas and one night in a hotel He refused all.

  Customer Answer

  Date: 12/25/2022

  He intentionally mislead us into believing he replaced the new print head I paid $2500. to be installed but it never printed not one day. he printed from a bulk print system that he had sitting on top of machine but at that time we never put two and two together. I have the mails that say the only thing wrong with it is it needs a new print head and when I ay the $2500. he'll replace it. Also he said go get our box trailer ready for transport while he gets machine ready we said box trailer was ready but he said it will take him at least a hour to get machine ready again we couldn't figure out why it would of taken over a hour to get machine ready. he helped us load it and tie it down and we only drove 50 mph to get home stopped several times to be sure it didn't move and it never moved. As soon as we got home we asked the guy who has serviced all my machines for years to come look at it before we unloaded it and as soon as he seen it he says this machine is never going to work he rigged it to print he said look this is not the right ribbon for printing he had painters tape holding it in slots-he had painters tape on cutting blade just to hold it in place- he had painters tape on the roller to hold paper-there was painters tape all inside. I told the tech I would give him the benefit to doubt because ******* exact words were when you buy the machine from me you not only get a good working machine but you get me to help you set it up. For months he scheduled days and time to have him log into my computer but he had a excuse why he didn't do meeting then when he did do meeting and logged into my computer not once did he get it working.I have all the emails pics of my codes for him to log into my computer all the messages saying this doesn't make sense you can't get it to work. Then right after I got it he was trying to print and there was no ink so he said I had to buy ink I said hows that possible we haven't printed anything he said it must of been low when he gave it to me so got the ink then he tried logging in again now he says I need new chips I said why you just put new chips in you said. It was one excuse after another but I tried over and over for months to let him get it going then he just kept ignoring me. I gave him options since it never worked give me full refund and cover my expenses to bring machine back, pay for a technician to come fix it, he could come fix it, but he ignored all offers. Please help me I worked 7 days a week 16+ hours a day to get the money to buy this machine. If you need any info I have to verify I'm telling the truth please let me know.

  Business Response

  Date: 01/30/2023

  Customer purchased a used machine in "as is condition" for cash. Customer inspected the printer before purchase to confirm it was in good working condition and that she was happy with the print quality before paying for it. I explained to the customer that I could not offer any kind warranty on the printer because she lived almost 900 miles away and the there was no way I could come service it. We agreed that the sale was "sold as is - where is", and that the sale was final. This is standard procedure in used equipment sales, as anything can happen to sensitive electronic machines once it is picked up and out of our care. Customer admitted to not having any experience or knowledge of this type of wide format printer use or care.
  
  It became apparent that the printer was damaged in transit. Customer used a very old trailer to transport and admitted having no
  experience in transport this type of equipment. I never asked them to wait outside while I prepared the printer for transporting which included securing all moving parts. I did not and could not guarantee that it would not be damaged in transit as I could not predict things such as road conditions, driving style, and unloading the printer. This is a very large machine that weighs almost 400 pounds and requires great care and knowledge of moving large equipment.
  
  I spent several weeks trying to help customer on the phone, however it became clear that the customer had little to no mechanical aptitude, had no tools available, no network connection even though I had told her this was required to set up the printer. She says she had her local technician look at the printer however, she admitted he had no experience with this type of printer. In spite of this, she says he told her that the printer was somehow "Rigged" which she states several times in her complaint, However, she could not explain how it was rigged or why I would somehow set the printer to fail once it left my shop.
  
  I recommended to the customer that she contact the printer manufacture to find a qualified service technician in her area which she did not do.
  
  Our practice is to sell good working printers and offer in person support when possible or in this case phone support. WE cannot be responsible for misuse or mishandling by the customer once it leaves our shop.