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:02/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 DTF printer to make my designs to print onto shirts in Sept 2023. Starting having issues in October 2023 after only printing about 15 designs. The prints were not printing correctly reach out to the help desk. After emailing all info to help desk for about a month and half I had to send the printer in for it to be looked at. Sent it off in November 2023 Did not get it back until March 2024. Set back up and the same problem was happening. Reach out to the help desk again went thru all the things they wanted to do on my end. Sent it back off to see if what was going on. Got it back within 3 weeks finally working. Hurricane came i had to undo everything and clean up. I put everything back together completely stopped working. this time it was the Pins on the machine and the warranty was covering it to get fix. Sent it back off November 2024 today is Feb 1, 2025 no ********** all this time the machine was down I had to do test prints and ink chargers. When you do one ink charge it uses ALOT of ink. So now I am completely out of ink, No Machine Have not made any money. That is a lot of money just to throw out the window. I spoke with Uninet via Phone and they also have ALL the emails from Oct 2023 until recent. I even spoke with ************ where I purchased the machine to get help or resolution. I asked for my money back or a new machine. I also asked if they would send me Ink since for a 1 year i was doing nothing but ink charges until the help desk could try to find out what was going on with the machine. At the end of the day i am a very fair person and i don't like to complain but this is insane to **** am not just out of money for machine but a heat press and all the blank shirts that i have waiting for a design so i can sale.

  Business Response

  Date: 02/03/2025

  Customer asked about putting the printer in vacation mode because of the hurricanes they were on the way as printer would not be used and sitting idle. Customer was given instructions on how to do so. Upon the customer setting the printer back up, it appears there was a short. Through photos, we were able to see that damage was present on the contact pins, resulting in a short when they reconnected to the printhead and then system was powered on. Unfortunately there was a delay in fixing the printer due to unforeseeable issues, including the fires in **, where our repairs are done. We hope to have the printer up and running with the customer very soon. We appreciate the understanding in this manner. 

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have been more than fare. This was going to be an at home business for me. I have made no money.  i have said i asked them to send me a new machine because i have felt like i had received a lemon. I also asked the last time would they at least send me Ink because for a 1 year and half i basically did ink charges. When you do a ink charge it uses a lot of ink which they know that as well. If i cant get my money back for the machine at least they can send some replacement ink. Also my extra warranty i purchase expires Sept 2025. So if something happens than i will be out more money trying to get it fixed. I have spoken and emailed all of my concerns when this machine was not working correctly. I did my job as a customer to keep every one informed on what was going and how i felt. There is is hundreds of emails back and fourth and also i a sure the record out verbal phone conversations.

  ******* ********
  
  
  
  
   
  

  Business Response

  Date: 02/05/2025

  We understand the customers frustrations and will be offering a starter pack to account for the ink. From our understanding, the customer is satisfied with this offering. We look forward having the customer up and running as soon as possible. 

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ********
  
  
  
   
  
  

• Initial Complaint

  Date:10/24/2024

  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.

  Purchase date: ******** Purchase amount: $6,014.00 1 Uninet DTF 1000 printer, 1- Uninet heat station + accessories The printer hasn't worked consistently from Aug - Oct. the printer is currently not functioning at all. My first issue was on 7/31, color issue, issue somewhat resolved 8/7. Communication was staggered, just a dragged-out process for no reason. After that I've had multiple issues with software, and hardware and I've submitted multiple tickets, but communication is terrible, I have sent multiple emails and resubmitted tickets to get a response. Due to the staggered emails responses, it took over a month to realize there was a malfunction part. For them to ship a replacement to long as well. I had to send several emails to get installation instructions as well. My last ticket submitted was on 10/8 due to film load/unload mechanism stopped working. After no communication from tech, I forwarded my email on 10/17 to the president *** ****, he never replied but some unidentified employee responded the following day with the original email header deleted as if he was replying to another email. It is now 10/24, after 2 days of no communication I received an email from tech support they are going to speak to their manager. They have said this in the past so this means they will not reply until I reach out to them again. I will forward *** **** the email tomorrow 10/25 if I do not receive a reply by tomorrow ************ I mentioned to them in the email to them this week, I would like to get this resolved by 1. sending the printer back for full repair by their professional technician or 2. a new replacement printer. I, of course would prefer the replacement.

  Business Response

  Date: 10/25/2024

  Uninets goal is to answer all tickets within 24 business hours. Unfortunately, this customer opened multiple tickets with multiple techs and the information became staggered and not relayed on other tickets. To correct this, tickets have been merged and every issue is being resolved to full satisfaction. We are committed to working diligently with customer and have requested they send in the printer so we may fix it as soon as possible.  We look forward to having the customer up and ********************** successfully right away.  

  Customer Answer

  Date: 11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because: 

  In reference to my previous complaint about UniNet, ID # ********.
  I shipped out the printer for repairs as instructed, the *** tracking # stated their California branch received my printer on 11/04/2024.
  After 2 weeks of no communication, I reached out to UniNet with the same email they sent me with shipping instructions, some one new responded the following day with no update but informed they would let me know. 
  After a week of waiting for a reply, I reached out to them this Monday, 11/25/24 as of today 11/27/24 no response, I even copied the president of the company.  
  By the end of this week, it will be a month that the printer has been out for repairs, I am trying to run a small business and this has set me back drastically. I am now only looking for a refund, I feel UniNet is not interested in satisfying their customers, nor are they interested in retaining them. Their lack of communication and effort to get this settle in a timely manner is poor business. 
  If you review the emails I sent previously, and the emails I have sent here I have not been demanding just trying to get this printer issue resolved, I have been patient but their lack of professionalism has pushed me to request a refund. Any advice or suggestions would be appreciated. Thank you,
  
  Best regards, 
  ****** *******
  
  
  
  
  
   

  
  

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Delivery date from shipper has been pushed, new date given of 12/17. Once printer is received and operational I can respond with a satisfactory acceptance. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******  
  
  
  
   
  

  Business Response

  Date: 12/16/2024

  We believe that the customer will be satisfied with their printer. We unfortunately do not have much control if there are delays in transit with ***/*****.

• Initial Complaint

  Date:08/09/2024

  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.

  We purchased a uninet dtf 1000 from this company. Part of the purchase contract was that under special circumstances, the equipment could be returned. We have had this product since about February and it stopped working after the first month and we have not been able to get it going again despite all of our conversations with customer support. We were very strict about following their maintenance instructions to ensure continued operation of the machine, yet it seems something else must have happened and this company refuses to back their product. I will provide further info as this complaint moves along.

  Business Response

  Date: 08/09/2024

  Customer first reported a problem with their printer through the dealer they had purchased the printer from, which was back on 4/23/24, in which they had an issue with their **** pump. Customer received a replacement pump on 4/30/24, fully covered through the warranty. Then, on 5/7/24, customer contacted our support team that their print head was clogged. We sent over some instructions that day, to which they did not respond until over a month later on 6/16/24. They stated they have been checking the wrong email address and didnt see our instructions.

  
  At this point, the customer requested to return the printer,to which we responded they would need to contact the dealer they purchased the printer from. Customer then decided to keep their printer and stated they would purchase a new print head and capping station from the dealer and we sent instructions on how to change both parts. To date, we have not heard back from the customer with any further issues.

  
  While in contact with the customer, the ********************** support team did not ever mentioned a special circumstance in a contract about returning a printer as all sales are final, but we are committed to helping each and every customer and making sure they are ********************** successfully.

  
  We hope the customer reaches back out to our support team so we may assist them further in any issues they may have. 

• Initial Complaint

  Date:07/19/2024

  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 purchased the Uninet DTF 100 in September 2023 which included a warranty. On 6/26/2024 I emailed the Uninet Support team to notify them that the printer was not powering on. Out of nowhere, the printer started working again so I informed them, but this gave them documentation of the issue. Fast forward to 07/02/2024 the printer stopped powering on again and I emailed the support team to notify them. Due to their long response time, I tried to find the issue myself and when I removed the ribbon cable from the printhead, some of the prongs bent backwards. Before I reinserted the cable, I waited on supports instructions to replace it, and after waiting several hours and receiving no response, I replaced the cable myself but the printer did not power on. Uninet support finally emailed me back and informed me that the mainboard and print head would need to be replaced and would not be covered under my warranty because the ribbon cable shorted out the mainboard and caused the issue to which I replied that this was not possible due to the fact that this issue was reported long before the ribbon cable incident. The company is refusing to cover under warranty even though this covered under warranty terms.

  Business Response

  Date: 07/19/2024

  Our technical team takes pride in working with every customer and in almost all cases,including this case, a technician responds to customer issues within 24 business hours.
  
  In working with the customer, there were a few issues that arose, which unfortunately were created by user error and fell outside of the ********************** Warranty. The UNINET Warranty is made aware to all customers as it is included with every purchase.The warranty states:
  
  This UNINET Limited Warranty does not apply to expendable or consumable parts including but not limited to: Ink, print heads, capping stations, dampers,control boards, and waste bottles (except in cases where the product is DOA),and does not extend to any UNINET Hardware Product from which the serial number has been removed or that has been damaged or rendered defective as a result of accident, misuse,liquid spills, abuse, contamination by improper installation of end-user replaceable ********************** or ********************** approved parts if available for your UNINET Hardware Product in the servicing country or region.
  
  In correspondence with the customer,  we learned the customer took the printer apart, had some issues putting it back together during a clean, and the print head cables were physically damaged. That damage led to the damaged main board, which is not covered under warranty.
  
  As a resolution, we offered customer to send in the printer, we would not charge any labor fees and offered a 20% discount on replacement parts. We look forward to resolving this with the customer ASAP and have them up and running very quickly. 

  Customer Answer

  Date: 07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

  The response time from this business is unsatisfactory. I am diligently trying to resolve the matter with this company, however, it is taking significantly longer than 24 hours to get in communication with them. I would also like to include it is typically one email that I receive in this time frame. I am extremely dissatisfied with the customer service and at this point would like to return the printer for a full refund. I fully depend on this machinery for my livelihood and this has significantly impacted my income. 

  ***********************
  
  
  
  
   
  

  Business Response

  Date: 07/24/2024

  We provided customer with instructions on how to clean printer and send in for repair. We are covering the shipping, which customer would be normally responsible when sending in. We are awaiting response from customer as we look forward to having her up and running in no time. 

• Initial Complaint

  Date:02/01/2024

  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 purchased the printer on July 17th from swing designs. I have had nothing but issues from the start. I have attempted multiple times to reach out to customer support via phone call and email with no response. Swing design says its Uninet I need to speak to. I spoke with them. And I was very understanding. They stated they were short staffed. I did every thing requested . No response. I sent numerous emails no response. Finally I sent an email stating I would be contacting the BBB and received a response 4 hours later. How coincidental. They stated my printer had water damage. Which they never saw my printer nor how would it when its in a room alone. With no liquids. Unless it was sold to me that way. It makes no sense. I requested a response as to how they are getting this. And again nothing. I feel it was just an excuse to steal my 4500$ and not help fix the problem. I have tried everything to be respectful , but unfortunately why would I pay 4575$ for a machine I cant use. And am asking for them to fix. Or at least acknowledge me to help me fix it. I wasnt requesting a refund. A replacement would be fine as well. But. Yet still no response.

  Business Response

  Date: 02/01/2024

  Our technical staff will always try and diagnose a problem virtually for a customer before having the printer sent in, which will end up in additional down time. In having back and forth communication with the customer, it was diagnosed that there was liquid damage, meaning ink, from the pictures sent over. This did not mean that it was water damage, which could be easily confused.   While we did not answer the customer within 24 hours upon each correspondence (our requested time allowance), it is very unusual on how we operate, but we were unfortunately quite short staffed due to illnesses. The customer was understanding in this aspect. We have requested to have the printer sent in, on our companies cost, to be repaired by our technicians. We will always do our best to satisfy the customer and will continue to do so for this one as well. 

• Initial Complaint

  Date:01/23/2024

  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.

  Bought the Uninet 100 DTF machine on October 12, 2023 for $4,675.00 with interest rate of *****%, totaling $5290.07. I have had issues with this printer since day one, i have email record to the support team about all of them. I technically bought it through ************ but they said for any support to go through Unitnet/iColor. I tried to return it and Swing refused. After lots of back and forth, iColor sent me a new print head but said after that, I would have to buy any more. Having issues again and they are giving me the run around again. Printing just fine but a few spots on my nozzle check. Their solution was to do a flushing. After following all the steps they said, my printer now doest print any color, its completely clogged. It printed just fine before they had me do that! They are now trying to say its normal to replace the print head every few months depending on how many prints you do. I am a work out of my house, make a few shirts for friends business. Maybe 50 shirts a month. This is not normal wear. This is them telling me what to do with it and purposely making me have to buy a new printhead for $600 so they make more money! Tried to call today about them replacing it and they put me on hold, said that director was busy and would call/email me back. tried to hang up before even getting my information. Then got an email from someone else i had been talking to saying the director was out today because he was sick. Makes no sense. They are a joke and i want my money back! Ill be happy to return the machine, or for them just to send me a replacement print head so I'm not out another $600!

  Business Response

  Date: 01/24/2024

  A few weeks after customer purchased the printer, it was found the print head was clogged. This resulted from not using the printer every day, which is a known must in DTF printing. We sent the customer a  curtsey one time free print head. Print heads are considered a consumable and has a Dead on Arrival warranty only. The replacement head was shipped out 10/30/23.

  
  On 1/11, customer contacted us saying the nozzle checks were not perfect. We worked with her to run normal and strong head cleans, plus strong ink charges.The same nozzles still showed clogging issues, which typically means there is dried ink inside. The industry standard process at that point is to remove and flush the head with cleaning solution which is what we instructed her to do.Unfortunately, this didn't help. In speaking with the customer on 1/23/24, we are sending our extreme cleaning fluid at no charge in hopes to get the print head running again. 
  
  Our team has worked with the customer diligently and promptly, but unfortunately,this is due to the printer not being maintained as instructed. 

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Request for Immediate Resolution: Defective *** Printer and Inadequate Technical Support To Whom It May ********* am writing to file a formal complaint against Uninet for the issues related to a *** printer I purchased for my small business. As an experienced professional in this industry, I bought this printer to expand my business capabilities.I purchased the *** printer in November 2023 and it was delivered to me on November 21st. The printer, costing over $4,000, was opened during my onboarding on December 18th, as per the warranty stipulations. Upon onboarding, I discovered a significant defect: ink was spilling from the bottom of the ink tank.I immediately sought assistance from your technical support team. Over the course of this weeks, Dec 22nd, I have exchanged more than 38 messages with your team, yet no effective solution has been provided. The guidance I received was often irrelevant, including videos for a different printer model that did not match mine. Despite my repeated requests for a more direct and personalized approach, such as a phone call or a Zoom meeting, I have only received emails. This lack of proper support is unacceptable, especially for a high-value item.This ongoing issue has caused considerable stress, operational disruptions, and cash flow problems for my business. The inability to use the printer has hindered my business expansion and affected my livelihood.Given the severity of the issue and its impact on my business, I urgently request a satisfactory resolution. This includes either a full refund, a replacement printer, or immediate and competent technical support to resolve the issue.I had expected Uninet to provide a product that meets the standards promised and to support it with adequate customer service. The lack of proper response and resolution is not only disappointing but also damaging to my business. I hope for a prompt and positive response to this complaint.************************** - *********************

  Customer Answer

  Date: 12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************************