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:10/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Sawgrass printer from Heat Transfer Warehouse, July 8, 2021. As of July 8, 2023 my printer was no longer under warranty. I recently purchased third-party ink compatible for my printer 9/27/2023. Because I can no longer afford to buy Sawgrass ink; my husband and I are both unemployed due to health issues. I was able to use my printer with third-party ink without any issues until today, 10/20/2023. I was told by another buyer, the firmware needed to be updated to ensure the printer would function smoothly. After updating, the printer's display shows, "Non-Sawgrass Ink, Do you want to continue? "Replace or Continue." When I select "continue" the display warns the warranty will be voided and my printer starts cycling as though it is trying to initiate maintenance. Afterwards, the screen displays a question mark where the level of black ink should be. The black ink cartridge is not empty nor are the ink levels low. Therefore, a question mark should not be displayed on the screen. Since, I could no longer print usable images to gift items to my grandchildren and family members, I decided to search the internet for a solution. I came across a Facebook group, which stated Sawgrass firmware update is causing print quality issues and inaccurate ink level readings. I should not be forced to buy expensive ink from a company, in order to use the full functionality of a printer I own. My printer is no longer under warranty and I do not use Sawgrass applications to print or design any of my images. Therefore, I should be able to buy and use another brand of sublimation ink with my printer. This issue would be understandable if Sawgrass blocked the usage of their design and print applications. But to prevent me from using full functionality of my printer with other applications because I didn't buy Sawgrass ink should illegal. If I need to seek legal counsel to resolve this issue, I will do so. I have included pictures of before and after the firmware update.

• Initial Complaint

  Date:02/08/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Recently had to reinstall a sawgrass printer driver/sg400 print manager on a new computer.
  
  when i initially reached out for support, the employee was helpful, however things turned after that.
  
  When i asked as to why i needed an account to install a driver, i was given no reasonable answer and was told i was required to keep it in order for the driver to work, which actually makes no sense at all.
  
  I also asked to have the reason why a print manager pop-up keeps taking place each time i print and how to remove this from happening and this was ignored.
  
  I also asked as to why a folder on my desktop keeps showing up after i delete it and how to remove this from happening and this was ignored
  
  i asked for the corporate contact information to file a complaint on this experience and was told my information would be passed on and the employee left the online chat and from that point, i have been blocked from reaching out to the company through their online chat feature.
  
  So i am requiring answers to all of this as well as action taken