Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ITEM PURCHSED: *** ************** ********* PRINTER WITH CIRCULATION SYSTEM DATE OF PURCHASE: 08/23/2023 TOTAL PURCHASE PRICE AND TERMS: $9294.00 $500.00 DEPOSIT , INSTALLATION, TRAINING & EQUIPMENT SHIPPING $895.00 INCLUDED: INSTALLATION, SET UP AND CALIBRATION FROM GRANT GRAPHICS TECHNICIAN. TRAINING ON THE PRINTER, RIP SOFTWARE (WE WERE NOT PROVIDED THE CODE TO THIS PROGRAM), HEATER USE, HEAT PRESS, TIME TEMPERATURE PRESSURE AND PROPER MAINTENANCE OF THE PRINTER. WIZARD & MORE, LLC: DELIVERY DATE: 10/05/2023: 10/20/2023 “ NO MEDIA” , STOPPED PRINTING MID JOB– TEXT GREG M******** (GRANT GRAPHICS TECHNICIAN) RESPONSE “ EMAIL TECH SUPPORT 1023/2023- TEXT GREG M******** (GRANT GRAPHICS TECHNICIAN) - “NO RESPONSE FROM TECH DEPT”… SENT PHOTOS OF ERRORS GREG RESPONSE – APOLOGIES.. TRY PUSHING THE COVER SWITCH SEVERAL TIMES. “DID THE TAPE ON THE SWITCH COME OFF”- (GREG TAPED THE SWITCH WHEN DOING THE INSTALLATION, THEREFORE BYPASSING THE SAFETY SWITCH ON THE COVER WITH TAPE, AND TOLD US WE DIDN’T NEED THE SAFETY.. HE DIDN’T KNOW WHY IT WAS THERE TO START WITH). 11/15/2023: WHITE INK NOT WORKING CORRECTLY. GREG SUGGESTED WE PURGE THE SYSTEM WITH A SYRINGE, POSSIBLE AIR LOCK. RAN OUT OF CLEANING CARTIDGES DUE TO EXCESSIVE CLEANINGS AND PURGES. .WE WENT TO GRANT GRAPHICS IN PERSON. SPOKE WITH BRUCE W*****, SALES AND MARKETING DIRECTOR, TELLING US “WE WILL NO LONGER SELL OR SERVICE *** MACHINES”. HE SHOWED US A NEW PRINTER, “I WILL TAKE THE MACHINE BACK AND ALL YOUR UNUSED PRODUCT AS TRADE TOWARDS THE NEW ONE”. WHEN WE SPOKE WITH BRUCE LATER REGARDING PURCHASING A DIFFERENT MACHINE, TO QUOTE THE SALES CONTRACT “ .. WE ENCOURAGE YOU TO SPEND TIME UNDERSTANDING ALL ELEMENTS OF YOUR PROPOSAL AND TO ASK GOOD QUESTIONS ABOUT HOW WE WILL SUPOORT YOU AFTER THE SALE- FOR YEARS TO COME!” AT THIS TIME, THE MACHIINE IS UNUSABLE DO TO MECHANICAL DAMAGES THAT WE FEEL WAS CAUSED BY “DEACTIVATING” THE SAFETY SWTICHES. BY “BYPASSING” THE SAFETY .

  Business response

  09/27/2024

  Hi,I am responding to the above complaint. The information you were provided is both inaccurate and misleading. The printer in question was purchased with a 30 day warranty. The events being described all occurred AFTER the warranty expiration. We, Grant Graphics, DID install a new head in the printer outside of the warranty period as a favor to this customer.(At a cost of $3000.00 to us) My understanding is that the machine needs another head now....and is likely the reason for this exasperated series of claims. Grant Graphics holds no responsibility for this printer outside of the warranty period. We did, however, try to help until the point that it needed another head. When this unit was purchased, the buyer was told that this particular machine series was and had been problematic. But the price was appealing to them. I have attached the original quote for the machine showing the 30 day limited warranty.On September 25th, as an act of good faith, an offer was made to **** ****** to apply a credit for 1/3 of their purchase price in resolution of this complaint. Below is an exert from my email to them: Here is my suggestion:You paid $9294.00 for the machine. I will give you 1/3 of that as a credit here. $3098.00 that you can use to 1) Put toward a new machine or 2) Use for any ink or media supplies you need going forward on any machine. I have not received a reply. Given the clear and undoubted fact that the machine was out of warranty, I request this complaint be removed and the matter put to an end.Respectfully,Bruce W*****

  Customer response

  09/27/2024

  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. We were told the machine was problematic after the warranty period at the time of sales he said it was a great machine they traveled with it and it always worked. during the warranty period the machine was down more than it was up. We haven't had  30 days of use with it since we have had it because it is always down. The training was improper, in all my years I have never seen proper training start with we always disable this safety switch like this, it is useless anyway.  We didn't find out it had to be modified before we were able to take delivery but after we signed papers. The machine was then delivered to us untested and the condition was unknown has the machine we were shown was changed from the one we were shown to a new configuration. Bruce keeps saying that the statement is false and disabling safeties do nothing to the machine, then why were they put on there to begin with?  I have never received any notice from *** the manufacturer of the machine that any safeties should be disabled. I contend that when they charge for training that it should be to manufactures specifications and if not the training company should be responsible for all damages, injuries, and additional expenses  arising from the improper use of the machine.          Regards, ***** **********

  Business response

  10/07/2024

  Hi,In response to the rejection of our offer, I will break down the response as best I can. In regards to the following statement:"We didn't find out it had to be modified before we were able to take delivery but after we signed papers."Here is an email to **** ****** dated August 23, 2023, PRIOR to any papers being signed:Hi ****,Nice speaking with you.Attached is the proposal for the *** DTF system that we discussed. Once I get a signature and deposit from you, I will get the machine on the way to *** for upgrade.Thanks!BruceThey were well aware the machine was being sent out for an upgrade prior to coming to them.Regarding the safety switch, attached you will find a Purchase Order sent to *** (printer manufacturer) for the safety switch and shipment to **** ****** on 10/24/23. The switch was replaced successfully by **** ****** and inspected by our tech on 11/28/23 when we installed a printhead at our expense.The problem with the switch was reported to us well after installation of the machine. It was not disabled at install because it was working. Our technician did NOT bypass or alter the switch. It failed in use. And was covered under warranty.In the event that the switch DID fail, again, after 11/28/23, it is immaterial to this entire discourse as the machine would have been out of warranty. The team from **** ****** attended our Open House in April of 2024. Aside from standard questions about software and DTF printing in general, there were no complaints. Except that the machine was hard to maintain and they wanted to upgrade. We made several attempts to take the machine back and have them purchase a more reliable unit, but they could not swing the finances.Again, I have reviewed everything surrounding this purchase and we have put forth a good offer based on our knowledge of what has occurred.  Thanks,Bruce

*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. ↩