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-   -   DTG Viper problems (https://www.t-shirtforums.com/dtg-brand/t104286.html)

rbeason December 12th, 2009 10:21 PM

DTG Viper problems
 
This is the worst product I bought in years. Very poor production quality, numerous problems since the printer arrived, already had one replaced. The second one worked for few days and then quit working. It is common sence when you purchase an equipment like the printer you expect to be in working condition; no calling tech support and waiting for hours for a response; what you supposed to tell customer that is standing by you and waiting for the shirt; sorry I have problem with printer please come next day. I can bet you that that person is not going to come back, there it goes potentioal customer to the trash. How many customers are you willing to lose? What about all the advertisment you had to put on to bring customers in?
This company promised a lot however nothing came through for my business. Biggest loss I have aquire since I bought the embroidery business; this supposed to be secondary income. I would never buy anything from this company ever again. And I will be filing a law suit for all the loss they done to my business.
If you had or still have problems like mine please contact me at
[email protected]
For future buyers please check with current people that purchase the equipment and ask how its working for them. Don't go through the hustle like I am.

DTG Digital December 13th, 2009 02:40 PM

Re: DTG Viper problems
 
Renata

I havent had any reports personally about problems you are encountering. Now if you are working with tec support and not getting what you need then i would like to know about it.

Could you please PM me with your contact details and i will look into which tec team are handling your issues. I did post several weeks ago but have not received any response.

Regards
Steve

Monkion January 7th, 2010 10:40 AM

Re: DTG Viper problems
 
I too have had the same problems with my viper. Do Not Buy a Viper!!!
I understand that DTG has had a good track record with previous printers, but the Viper has been a complete nightmare. I am also in the same situation. I think the word needs to get out about DTG and Mesa Distributors. :mad:

Don-ColDesi January 7th, 2010 11:55 AM

Re: DTG Viper problems
 
Dave,
I would suggest that you PM Steve in the message above yours. To my knowledge he has been able to resolve the issues that had arisen on the early Vipers. As with any new product the early stages can be a bit bumpy, but the Viper has been a very solid product for us once these early bumps were ironed out.

Monkion January 24th, 2010 07:41 AM

Re: DTG Viper problems
 
Quote:

Originally Posted by Don-SWF East (Post 618895)
Dave,
I would suggest that you PM Steve in the message above yours. To my knowledge he has been able to resolve the issues that had arisen on the early Vipers. As with any new product the early stages can be a bit bumpy, but the Viper has been a very solid product for us once these early bumps were ironed out.

Thanks Don, I will do that. However, I have to say that when you shell out 25,000-30,000 dollars for a product, you would expect the product to work properly and have been thoroughly tested. It seems to me, that DTG out of greed, has released a product onto the market way too soon, and is making the customer the Beta Tester. The other point that backs that up is the fact that DTG has chosen to manufacture the Viper not in Australia like previous printers, but in mass production factory conditions in Singapore, I believe, in which quality control was not an issue and quicker/cheaper production methods were used. As far as techs go, I think oftentimes they know less about the machines than the people that have purchased the machines and use them every day.
My experience with DTG and Mesa Distributors has been awful. There are MANY people that feel the same way.

Don-ColDesi January 25th, 2010 04:32 AM

Re: DTG Viper problems
 
I cannot speak to your concerns with Mesa as I work for SWF East. However, I do want to clrify that the Viper & K3 are indeed manufactured in Singapore, but that none of the previous printers from DTG Digital were manufactured in Australia, they were manufactured in Japan. The relationship in Singapore has allowed for much quicker response time when modifications are made to the design of the machines.

Monkion January 25th, 2010 04:43 AM

Re: DTG Viper problems
 
Quote:

Originally Posted by Don-SWF East (Post 628087)
I cannot speak to your concerns with Mesa as I work for SWF East. However, I do want to clrify that the Viper & K3 are indeed manufactured in Singapore, but that none of the previous printers from DTG Digital were manufactured in Australia, they were manufactured in Japan. The relationship in Singapore has allowed for much quicker response time when modifications are made to the design of the machines.

Okay, so the machines manufactured in Japan have much better reliability/quality. The Viper being the latest/greatest printer, DTG decides to strike it rich on this printer, move production to a bigger/cheaper facility in Singapore. Under pressure to make the product quicker and cheaper they begin to cut corners and use cheaper parts and quicker manufacturing methods creating an unreliable printer. This might be why my Viper arrived broken and wired backwards, as did many others.

Don-ColDesi January 25th, 2010 04:53 AM

Re: DTG Viper problems
 
Your assumptions about quality and profit margins are just that, assumptions. All of the major DTG distributors (there are four of us) are also major players in the embroidery and rhinestone equipment marketplace - all with lengthy tenure in this marketplace. The risk to other core businesses by intentionally incorporating an inferior product is not something that these companies would be willing to risk. With five full years of experience in the US marketplace with direct to garment printers I can assure you that ramp up curve on the Viper has been far shorter than any other product we have released, including those manufactured in Japan. I'm sorry that you have had issues with your machine and I will do what I can to inform the folks at Mesa that need to know about it. I can say with confidence that we feel strongly about the quality of the Viper and are experiencing no greater level of supprt with them than with other units, especially now, almost a year since their release.

mfreund May 25th, 2010 10:50 AM

Re: DTG Viper problems
 
so what is the outcome for all these disatisfied customers?

Kim Lim June 5th, 2010 04:45 AM

Re: DTG Viper problems
 
DTG Viper problem.Help!

When l on my viper, LCD appears REMOVE PAPER. How to reset?
Urgently needs help.

homegrown June 8th, 2010 09:06 AM

Re: DTG Viper problems
 
I to am having many problem with my DTG Viper and would not buy from DTG again. I received mine with a broke platten,a bad dummy ink cartridge, no job controller. the job controller that they sent me was bad and had to be replaced. I bought mine in sept. of 09 and have since had to replace 6 print heads, a capping station and have lost a lot of work from down time(seams that you have to call and leave a message to get ahold of a tech.that takes between 2 hours to 2 days to get back to you)
My business is going under from this machine and it seams like no one at DTG really cares. They are nice but in no way goes out of there way to help you(like giving a call back to see it your problem was resolved or not or going out of there way to ask what could they do to help!)
DTG will not even give there customers updates to the rip software unless you have a problem and ask for a update or help with the rip pro.(they should tell all customers about software updates as soon as they get them.
DTG in my mind does not care about the customer or if he is loosing business because of there machine. The bottom line is customer support and they have fell flat on there asses with this.
If you still want to buy a DTG Viper I will gladly sell you the one I have.It is almost new since I have been replacing parts with new since I bought it.

Don-ColDesi June 8th, 2010 09:13 AM

Re: DTG Viper problems
 
Hi Homegrown,

I'm not sure where you purchased your Viper from, if it was from SWF East, please PM me with your info and I will look into getting a resolution to your problems.

As an FYI, the current version of the RIP Pro software is always at the same location which can be downloaded from the www.swfdtg.com website.

Thanks,

homegrown June 8th, 2010 09:23 AM

Re: DTG Viper problems
 
Thanks Don,
I bought my Viper from Mesa in TX
I have been trying to get ahold of someone who is in charge there for about 2 weeks now. My sales man Marc Johnson would not help me and told me that he would tell the person that could to call me. since then I have left messages with several different people at Mesa and left messages on their answering machines with no call back.
Thank you for telling me where to get the new rip pro updates(no one at Mesa has) but the company should send a email to let the customer know that there is a update. the customer should not have to look for it every other day or wait till he is having problems and has to wait for a tech to tell him there is a up date.

Don-ColDesi June 8th, 2010 09:27 AM

Re: DTG Viper problems
 
You're welcome. In regards to the updates on RIP Pro, they are not that frequent and often are simple fixes for one printer or another, as there are six models of DTG printer that it drives. I would say that checking once a month is not a bad idea.

Rob_K June 8th, 2010 10:32 AM

Re: DTG Viper problems
 
We are currently running 2 Vipers and have had them since July of 09 and have not had any issues that were not operator based. There is a learning curve that you must learn in order to operate any and ALL Direct to Garment printers. If the operator does not learn the "must do maintenance" and follow the basic rules you will have issues. Let me know what your humidity levels are in the room where the Viper is running. This plays a major factor in how the machine operates. As far as the tech support from Mesa I cannot comment, but the tech support from SWF East and DTG themselves is great!


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