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Old 06-29-2022, 8:16am   #1
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Default How to handle company trying to get out of warranty repairs

So, I bought this Direct to Garment T-shirt printer from a company called DTG Pro. that was a huge mistake as the company has turned out to be a huge POS filled with asshole liars.

This machine is custom built, but it uses Epson electronics, print head, and software. Every now and then, I have to remove the print head to clean it in order to prevent clogging. Well, about two weeks ago, I did. when i put it back together, I go through the power on process. One switch on the back powers up the mechanical parts that move the tray up down, back and forth. The panel on the front powers on the print head which has a custom circuit board built into it, and the firmware, blah blah blah.

I get it all powered on and get an error code saying the ink waste pads are at end of life (don't have those, BTW) so i clear it with software. It takes three tries to clear the error, but then I get a Paper jam error. This is common during this process, so I power the machine off. Now, it won't power on. I've done all the trouble shooting the company has told me to do, sent all the pictures and videos they want, but they keep wanting more of the same stuff.

How can i get them to stop ****ing around and do one of three things:
1) fix it under warranty like they should be
2) replace it with a new machine (this one has been problematic from the start and well documented)
3) refund my money and get the POS out of my sight?

Anybody got any ideas that are legal? Damn thing cost my business partner $5K and we have lost more than that in sales orders that we can't fill because of reliability issues.
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Old 06-29-2022, 8:50am   #2
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Anybody got any ideas that are legal?

Send em here in the spring for a boat ride; it will appear to be an accident.
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Old 06-29-2022, 8:57am   #3
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Send em here in the spring for a boat ride; it will appear to be an accident.
I was thinking about getting UD loaded on a box of Franzia and have him give the printer and the sales holes the ol' Bronco treatment.
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Old 06-29-2022, 8:59am   #4
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How can i get them to stop ****ing around and do one of three things:
1) fix it under warranty like they should be
2) replace it with a new machine (this one has been problematic from the start and well documented)
3) refund my money and get the POS out of my sight?
3
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Old 06-29-2022, 9:00am   #5
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3
O.K. They keep stalling and asking for more pics of the same stuff I have already sent in pics of. How can I get them to refund my $$$ and come get this POS machine?
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Old 06-29-2022, 9:03am   #6
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Distance between you and them?
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Old 06-29-2022, 9:05am   #7
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Distance between you and them?
I'm in Fl and they are in Kommiefornia
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Old 06-29-2022, 9:16am   #8
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I'm in Fl and they are in Kommiefornia
Thought maybe you'd be close enough for a personal visit.
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Old 06-29-2022, 9:47am   #9
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Let's just, for the sake of argument, say you wanted to pay to have it fixed on your own. Who does the company authorize to fix their stuff? Maybe have it fixed, then fight about the bill afterwords?

And if their repair solution is to mail it to them, what would shipping to their location be?
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Old 06-29-2022, 9:53am   #10
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Let's just, for the sake of argument, say you wanted to pay to have it fixed on your own. Who does the company authorize to fix their stuff? Maybe have it fixed, then fight about the bill afterwords?

And if their repair solution is to mail it to them, what would shipping to their location be?
They don't have any authorized repair centers since each machine is custom built when ordered. As for sending it to them, it has to go freight and is about $300 to ship one way.
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Old 06-29-2022, 9:54am   #11
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How can I get them to refund my $$$ and come get this POS machine?
via your credit card company.
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Old 06-29-2022, 9:57am   #12
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via your credit card company.
We financed it through a company called AFFIRM, but they won't do returns on items after 60 days from when it was delivered. Just found that out the hard way. Purposely didn't use my credit card.
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Old 06-29-2022, 10:45am   #13
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You could try filing a complaint with the FL Attorney General's office for deceptive trade practices, if the company sold you something, warrantied it, and now is refusing to honor the warranty. Perhaps a simple letter of inquiry from the FL AG might spur the manufacturer to fix your machine rather then get started with a pissing contest.
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Old 06-29-2022, 11:10am   #14
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You could try filing a complaint with the FL Attorney General's office for deceptive trade practices, if the company sold you something, warrantied it, and now is refusing to honor the warranty. Perhaps a simple letter of inquiry from the FL AG might spur the manufacturer to fix your machine rather then get started with a pissing contest.
That's a good idea. Gonna look into that right after lunch.
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Old 06-29-2022, 11:28am   #15
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We financed it through a company called AFFIRM, but they won't do returns on items after 60 days from when it was delivered. Just found that out the hard way. Purposely didn't use my credit card.
Reckon you won't do that again until next time.
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Old 06-29-2022, 11:55am   #16
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they have no reason to deal with you or give you any help or money.

lesson learned.

sadly, i think you are SOL.
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Old 06-29-2022, 11:58am   #17
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they have no reason to deal with you or give you any help or money.

lesson learned.

sadly, i think you are SOL.
I have a feeling that you are right, but I will go post all of the email exchanges I've had with them on every printing forum I can find and in FB groups that I know they monitor. It's not libel if I can show the proof about how shitty they are.
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Old 06-29-2022, 12:40pm   #18
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I had something similar occur years ago with a company named metzler electronics. I agree with DAB "lesson learned". I would still pursue a settlement with them but only with minimum time and effort.

Mostly, write it off and move forward, IMO. These things happen in business and they're valuable albeit expensive, learning experiences.
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Old 06-29-2022, 12:48pm   #19
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I had something similar occur years ago with a company named metzler electronics. I agree with DAB "lesson learned". I would still pursue a settlement with them but only with minimum time and effort.

Mostly, write it off and move forward, IMO. These things happen in business and they're valuable albeit expensive, learning experiences.
i don't make the same 10% as the big guy occupying the white house, so this $5K cost for the machine and even more in lost business really hurts. I want to get back as much as I can.
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Old 06-29-2022, 12:55pm   #20
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Sadly, some of these companies are nothing more than a 30+ year old... who still lives with 'rents... starting a business.

The products are not rugged enough, and just one return/refund can be the line to where he has to beg parents for more money.
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