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Complaint Details
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Initial Complaint
12/30/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased an ********** 550 and it keeps breaking. I most recently sent $2800 for new firmware and spent $2000 on shipping. They have had my $30,000 screenprinter since September 9th. I call weekly and email weekly and no one is contacting me as to why they have not fixed my screenprinter or sent it back to me.
Business response
01/04/2023
Hello,
Thank you for bringing this to our attention. We are sorry that your experience with Omniprint International fell short of expectations. I also want to thank you for giving us the opportunity to make things right. Our team is currently working on providing a viable solution and will be contacting you soon. We appreciate your business and patience while we work through this.
Again, we thank you for your feedback and for allowing us to make things better.
Kind Regards,
Omniprint International
Initial Complaint
11/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We bought a DTG machine from Omni print less than a year ago. The machine is ****** dollars and Omni print lacks the training and customer service abilities to help support us and our machine like they promise in our agreement. Our machine has been out of commission for over 2 weeks now and we have had to keep calling/emailing Omni print staff with no answer. It's to the point where they know we are the ones calling and they refuse to answer. False promises are being made to us by their staff and no solution is being provided to us about getting our machine fixed. They have tech support from 5am-5pm pst time and haven't been able to call us/help us. We spoke on over zoom (that's how they work) and none of the representatives were able to provide us with a different solution, which means they are not looking or reading our open ticket, but making us perform the same task over and over again. They finally sent us a new motherboard (covered in the warranty) and, as we unboxed it on zoom with a omniprint representative, we ( including the rep) learn that the s**** to help us access the hard-drive has been stripped. Therefore, we are unable to replace the motherboard in tbat moment. Nobody even knows if the motherboard is the issue and they are having us install tech equipment over zoom. They sent us a defective machine and instead of helping us find the REAL solution, they offer us to pay them 530 dollars for the free technician to TRAVEL to us and look at the machine or drive an hour to ******, drop the machine, come back to ****** to pick up the machine and on top of that transport this extremely extremely heavy machine. We have not been able to make any money because the machine has been down for weeks. We missed our deadline at the end of the month and it's tarnishing our name because we haven't been able to hold up our ends because of this machine. What if we weren't local? What would the solution be? Their are Plenty of reviews express their poor serviceBusiness response
11/04/2022
Hello Grey,
Thank you for your message. We are sorry that your experience with Omniprint International fell short of expectations. We also want to thank you for giving us the opportunity to make things right. Our records show that our team has provided timely replies to your messages and communicated with you throughout the sale and delivery of your printer.
In regards to the maintenance, yes, as with most machines, maintenance and consumable replacements are needed periodically. We do offer virtual technical support to all of our customers, and at times, there are additional fees for a technician to travel to the location where the machine is located. We have your onsite visit scheduled and look forward to providing you exceptional service.
Our top priority is to serve our customers and ensure that your machine is functioning at optimal levels. We thank you for your feedback and for allowing us to make things better. We are always here and happy to help!
-Omniprint InternationalInitial Complaint
10/09/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a printer from Omni print on August 4 and when it arrived I ask Omni print to take it back that I would not be wanting it and I was well within my rights due to their policy saying I could return it within ******************************** the box as it was shipped I did not take it out the box and they refused to accept it back in the original box. And they want honor their return policy says its not in affect anymore but its on their policy return site.. they want return my calls .. please helpBusiness response
10/10/2022
Hello ********,
Thank you for your message. We are sorry that your experience with Omniprint International fell short of expectations. We also want to thank you for giving us the opportunity to make things right. Our records show that our team has provided timely replies to your messages and communicated with you throughout the sale and delivery of your printer.
Once you received your printer, we reached out to set up your training and you declined our assistance. Several weeks after you received your printer you decided you wanted to return your printer, because you changed your mind about the purchase. Unfortunately, at that point we were unable to accept a return.
Our top priority is to serve our customers and ensure that your machine is functioning at optimal levels. We would still like to provide training to make sure that you have all the information you need to properly use your new printer. Please reach out to us so we can get your training scheduled. We thank you for your feedback and for allowing us to make things better. We are always here and happy to help!
Thank you,Omniprint International
Initial Complaint
07/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Omni misrepresents themselves as the manufacturer of garment printers in *****************, however all of their machines are manufactured by ******* C&C in *****. They also use Epson parts in their machines, but the bulk of the machine is made in *****. This in, and of itself, is misleading and unethical, but its just the begining of what is wrong with this company. The printer that they advertise as "easy to use" may be the most fragile & complicated piece of machinery ever made. I have had one to their machines for 3 years & had to completely rebuild it 3 times already because of defective parts. I don't know if there is such a thing as a lemon law regarding industrial equipment, but there absolutely should be - just to protect the public from OmniPrint.Business response
07/15/2022
Hello,
Thank you for your message. We are sorry that your experience with Omniprint International fell short of expectations. We also want to thank you for giving us the opportunity to make things right. Our records show that our team has provided timely responses when you previously reached out for assistance. On the most recent ticket, our team provided a response the same day. After further troubleshooting, your machine showed two boards had blown fuses, and our technician advised replacing them. As with most machines, maintenance and consumable replacements are needed periodically. You let us know that replacing the boards was not something you were interested in doing and closed out the ticket.
Our team has reached out and we will continue to work with you and will provide any additional assistance that might be needed to get your machine working at optimal levels. Again, we thank you for your feedback and for allowing us to make things better. We are always here and happy to help!
-Omniprint International
Customer response
07/15/2022
Replacing Two circuit boards for $1700 because 2 fuses that cost $0.66 blew out is not responsive, its extortion. Omniprints business practices are predatory. A manager called me after this complaint was filed and insinuated that these issues were my fault because I didnt give them another $2,000 for their extended warranty! Completely oblivious to the fact that I would have had to pay that THREE TIMRS because that is how often their LEMOn of a product has broken down since the original warranty expired.Business response
07/19/2022
Hello *******,
Thank you for your prompt reply. As previously mentioned, as with most machines, maintenance and consumable replacements are needed periodically. As you are currently out of warranty, there is a cost to replace the circuit boards. If you are interested, our team will continue to work with you and will provide any additional assistance that might be needed to get your machine working at optimal levels. Again, we thank you for your feedback and for allowing us to make things better. We are always here and happy to help! -Omniprint InternationalCustomer response
07/21/2022
As usual, Omniprint continues to just ignore my complaint & respond with a stick answer. Why do I have to replace 2 circuit boards (for the ridiculously overpriced $1700) when all that is wrong Id 2 $0.33 fuses are blown? Youre willfully trying to rip me off & being brazen about it.Initial Complaint
04/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Tuesday, April 5th I spoke with a rep ******* and was told I could get a repair done on my machine and it would ***********-8 hours to complete. I agreed to the repair and paid someone $500 to drive me and the machine to ****** ** because I was told if I hang around for the day I would be able to bring the machine back myself. Mind you my office is in *******, **. That's over 300 miles one way. After getting to the the Omniprint facility I was told by ******* that they wouldn't be able to do the same day repair and I would now have to drop the printer off and I would be receiving it back before Friday since I expressed to him I had a deadline for that Saturday. The next few days ***** called in and I had to talk to another rep and also maintenance . They then informed me that repairs take at least 3 days and told me that the information I received was wrong. I ended up having to refund 3 separate clients. Those clients haven't responded to me since. After about a week my printer comes in from the shipping company. Upon opening the box I was able to see clear structural damage to the printer in which I immediately called Omniprint to let them know. We did some diagnostics and they told me some major parts would need to be repaired. They gave me the okay to print and I ended up having to refund over 150 shirts to my client because all of the prints were crooked do to the "gantry" being crooked/shifted. Now 04/27/22 the machine needs to be fully replaced but I have already lost so much money and also returning clients. I feel that I should be compensated in some sorts for all the misinformation, lost time/money, and most of all the loss of my clients. I am a small business and this whole situation is effecting me in a major way..I also attached a bunch of back and forward emails and some photos of how the machine was received.Business response
05/04/2022
Hello,
Thank you for bringing this to our attention. We are sorry that your experience with Omniprint International fell short of expectations. I also want to thank you for giving us the opportunity to make things right. While there was some miscommunication in regards to how quickly the repair would be done, our team has provided prompt and thorough responses. Because of the inconvenience the miscommunication caused, we did ship the machine back to you free of cost. Unfortunately, the damage that happened during transit was out of our control, but even then, we took responsibility for the damage and have worked with you to provide you with a replacement.
Our team will continue to work with you and will provide any additional assistance that might be needed to get your machine working at optimal levels. Again, we thank you for your feedback and for allowing us to make things better. We are always here and happy to help!
-Omniprint International
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Get a QuoteCustomer Complaints Summary
30 total complaints in the last 3 years.
10 complaints closed in the last 12 months.
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