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Business Profile

Printing Equipment

Best Graphics, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/01/2024

    Type:Product Issues
    Status:
    Unresolved
    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 used Autofeeds diecutter from Best Graphics in May, 2024. We had been told the unit was operational and sent a video showing the diecutter.When received we found the control boxes were not operating and the die cutter and laminator would not function without that operation.A number of emails and calls were made asking for help, and we were told to contact the manufacturer, *************** We did so and were told the control boxes had been "bastardized" and there was nothing they could do.We were also instructed to contact PLC but they said they could assist us.After asking for a full refund including crating and shipping, we were told our request was refused by the "higher **** as the equipment was operating when it left their floor.That is not accurate as the software seems to the issue.We have spent 100's of hours and many thousands of dollars trying to make the equpment operate as it would help us immensely in our manufacturing.

    Business Response

    Date: 10/21/2024

    We reviewed the complaint...Just not an accurate portrayal of the situation.

    We sold a used piece of equipment to SSI...from what we knew a similar system to what they already owned. We had the machine operating on our floor and video taped to prove it. I checked with our technicians and everyone knows it was working on our floor. We sold it under that understanding...from there the customer took control of the machine and arranged shipment to ********, via the least expensive transportation LTL..we strongly suggested that that wasn't a good way to transport this type of equipment. Their decision. It was shipped in May but we only received a complaint this month,October. So the machine was in their possession for nearly 4 months.

    The comment that the control boxes we bastardized is new to me, but if so how did it operate at our facility?

    Our best guess is that the machine might have been damaged in shipment, again under the control of SSI which we take no responsibility.

    The machine was "sold as was operating" at the time, back in march...not operating on your floor or with warranty four months later.

    *** has been given some guidance and told that it could be software related of one of the electronic boards has been damaged...could be that the internal battery might have died...potentially erasing the memory. Or it got damaged in shipment. I know that they powered it up and the machine started to operate...then something erred and it mechanically damaged some feeder parts. So who knows how it was wired and or what happened.

    I have reached out to *** and his colleague to see if we can find a solution but *** has decided to file a complaint nonetheless.

    Unfortunately...I think *** purchased this machine based on its capability and his previous experience with Autofeeds and the extremely low price, thinking that in the past his operations managers always could find a way to make the machine work. In this instance it hasn't worked out that way Only then asking for a full refund.

    In the meantime another solution has been presented that might be acceptable to *** at a reasonable price.Nearly one quarter of the cost previously quoted by the manufacturer for the repair.

    I have the video, think we have an email document that highly recommended not shipping it the way that it was shipped...and the contract details.

    Sorry that this hasn't worked out but if *** gets the machine operating at the price of $3,800 quoted he still has received a very good condition machine at a fraction of the normal price.

     

    Customer Answer

    Date: 10/23/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Unfortunately the facts are not as they claim.  We found out after the fact that the equipment had been sold to another company and returned.  When we asked to come see it in operation we were told it not possible as it was crated and ready for shipment, but they claimed it was in perfect operating condition.

    We should have know there was issues as the price was way under the value on the open market.  They claim the shipping was the problem, but the problem is the software that is needed to operate the equipment is not working.  We have tried for months to get them to help us with this issue, or refund our money, but they claim we bought it with no warranty and it is our problem.

    SSI is a 53 year old company with a lot of experience in this type of equipment.  The claim that it was operating on their floor is moot as the video had to made before it was sold to the other party, and returned.  The sensors that make the laminator and die cutter function are not working, and that is because the control isn't working and wasn't when received.  Even if we purchase a new control box the software is missing making the equipment unusable  as we can't send the necessary message to the control box.

    We contacted the original manufacturer,  Auto Feeds, who has refused to help us.  They claim they do not have the needed software and that the equipment has been changed since it was originally manufactured.

    Our message on the above has been clear from the start as they claimed initially we didn't want to come to see it operate on their floor.  That is false as explained.  Then they claim the damage was done by the shipping company but that is not reasonable as the software is not operating.  Shipping cannot be faulted for missing software.

    We have been diligent in trying to find a solution, but Best Graphics has been dodging the issues with multiple claims that are false.

     

     

    Regards,

    *** *****

    Business Response

    Date: 10/23/2024

    We had two of these systems...one that went to ******** and was returned, ***'s machine never left our building other than to be placed at our warehouse. I sent that over to ***...this machine was on our floor, and we put power to it and it ran laminate through it. We took a video of it running and we have numerous technician that will verify the fact that it did in fact run.We didn't deny them from seeing the machine in operation but supplied a video which clearly was acceptable.(**** ******, **** ****)

    If it was minus the software it would never had run...it ran. The only problem we had was in the die cutter side of things and that was resolved via the manufacturer..(*********)

    We have documentation that we highly recommended that the machine NOT be shipped LTL...I sent that to *** and ****. We never ship machines LTL, period.

    What happened between May of this year and October we can not be responsible for, it was in SSI's possession...they are wrong on multiple accounts.

    It did operate...so it had the software...and it never was sent to a customer other than them. We aren't in the business of shipping equipment that doesn't work, period.

    We also made recommendations that weren't followed...since they were an existing customer of Autofeeds with a wide experience base one would think that they should be able to get the machine running.

    They have a path forward but choose to not accept the facts as presented....I can send you a copy of the machine sale that was sent to ******** and its return. (Different machine)

    Not hiding anything...we sell over 200 machine per year...first encounter with BBB.


     

    Customer Answer

    Date: 10/24/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Unfortunately we are in possession of a piece of equipment that was sold to us as operating and is not.  The machine was outdated, and the parts for repair are not available.  If the facts had been presented to us we would never have made the purchase.

    It is very doubtful the machine was running as explained to us by ***, the company who made the initial service for AutoFeeds.

    They have repeatedly gave us updated reasons for why it is not operating.  The software can earase if it is not used for a long period of time and that may very well be the case.

    It is sad for us to spend the money on a machine as advertised, and when delivered find it was not operational.  After giving us many reasons for this failure, they are now claiming we used the wrong freight carrier.  That does not explain the failure of the software, and never will.

    Regards,

    *** *****

Best Graphics, Inc. is NOT a BBB Accredited Business.

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