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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!

homegrown June 8th, 2010 10:45 AM

Re: DTG Viper problems
 
Rob , I do understand the learning curve. But that is not the issue here and with others that have had issues with there Vipers. You must be one of the lucky ones as to that Maintenance is not going to effect a mother board or send you a broken platten or a bad capping station or a bad white ink manifold or a bad dummy ink cartridge. Bad maintenance does not rupture a print head or give you service error codes. After talking to all the techs I am doing the correct maintenance for this machine and am keeping the right humidity at my shop(even thought they do not tell you when you but the machine that it needs the right humidity to work correctly)
I wished I could have bought My Viper from SWF but they do not sell it in my area. and Mesa seams to not care as much about their customers as Don and SWF do.
The machine is just a machine and when it all comes down to it you need a company that cares about what they sell and that you are not just some money to them and they could not care any further.

signtoday June 8th, 2010 12:08 PM

Re: DTG Viper problems
 
I totally agree with you. After 8 service calls, I have decided to call it quits. I have tried to work with SWF many times and everything was my fault. I was told ""You can not clog this machine" Then why did I pay over 600.00 to Unclog it?? And two weeks later, still more problems. I am contacting BBB, Attorney General, and Dept of Consumer Affairs. I urge you to do the same-the more the better. If you are sold an unreliable product, they should at least take it back. I even requested this in the first 90 days, and they refused. I guess they have too many returns already?? Let me know if you do a class action, as I would join you.

homegrown June 15th, 2010 12:20 PM

Re: DTG Viper problems
 
Everyone that Buys DTG brand machines that if you buy your ink thru any other supplier they will blame any of your machine problems on the ink and may not help you with the problems. At least that is what I was just told by Mesa.

DTG Digital June 15th, 2010 05:00 PM

Re: DTG Viper problems
 
Unfortunatley its true.

We have over 4000 machines globally and we see a LOT of issues with third party vendors supplying the "same ink" into DTG machines. On the whole they will work OK but in reality they have a different QA process to what we have. We have seen a number of problems with two popular vendors in the US sending out unfiltered ink and old and new batches pre mixed to cut down on cost/wastage. This is happening a lot in the Industry and hasnt been addresed as yet. I cant see that there is an answer to this however.

WholesalePrint June 15th, 2010 05:39 PM

Re: DTG Viper problems
 
Quote:

on the whole they will work ok
woooooooooow

Don-ColDesi June 16th, 2010 04:34 AM

Re: DTG Viper problems
 
Wholesale,

Yep, you heard Steve right. We do not deny that there are alternative options on ink, but we also recognize that when the ink is not handled by our infrastructure that we cannot control how it is handled or stored or how old it may be. There are a number of reliable sources for ink for the direct to garment community, most (in not all) of them also distribute printers as well. A company that has more than just the "ink horse" in the race has more at stake with every bottle of ink they sell, in our 5 1/2 years of direct to garment sales we have had our share of issues brought on by "bad batches" of ink, we have addressed those issues with our customers - often replacing printheads and providing supply credits to make up for the problems, even though the ink vendor only takes responsibility for ink itself (they 1 to 1 replace the defective product).

Homegrown,

When ink is purchased from another vendor and a printer develops ink related issues - clogging, abnormal nozzle deflection, uncharacteristic ink starvation and color matching issues - the issues are not printer related, they are ink related. If you were to put bad gas into your car and it developed fuel injector problems - would you expect the manufacturer to warranty the problem - or would you pursue the gas station that sold you the bad gas?

By the way, thank you for your kind words about myslef and SWF East above - they did not go unnoticed.

Happy Printing!

homegrown June 16th, 2010 06:56 AM

Re: DTG Viper problems
 
I do understand about what you(Don) and Steve are saying about the ink but my problem started off as a bad motherboard then after the machine sat for over a week waiting on said motherboard the printhead clogged! So I had to buy the new printhead(not Mesa) and when I received the new printhead and installed it I received error codes (1001B then 1001D) hot head errors so then Mesa did send a replacement head and I installed it and no error code but no printing of ink in any way!!! So Steve & Terry say it is because I don't buy Ink from Mesa(one of the techs told me to look else where for better deals on inks and supplies because Mesa was high) So now I am waiting on a 2nd motherboard and have been sitting for over 3 weeks with the machine down. I sure hope my new printhead wont be clogged.

homegrown June 19th, 2010 05:45 AM

Re: DTG Viper problems
 
Update: So Terry from Mesa had a new motherboard sent to me. That got me up and running or so I thought. When I do a nozzle pattern check the black is al jagged (brand new head) I did a head alinement. Did not help so I called Mesa and had to leave a message(They did not call me back) so now I have lost one channel of white ink also(it is totally empty)
They Keep telling me these machines are a work horse(printed 15 shirts yesterday and lost magenta on the 15th one and had to do head cleanings to get it back{new damper for the magenta when I replaced the head})
If the machines are so reliable then why don't they ever have a Tech free to talk to you? Why do you have to leave a message and wait for 2-3-4 hours or a day till they return your message?

hughessisters May 31st, 2011 09:18 AM

Re: DTG Viper problems
 
Are you still having problems? We too have a viper and it prints incredible prints but is a huge baby. I would never buy again from company. I too wait for hours and have so many issues.
[email protected]Hotmail.com

Don-ColDesi May 31st, 2011 01:47 PM

Re: DTG Viper problems
 
Hi George,

I pulled up your service records and it does appear that you have had some issues related to letting your machine set for six weeks without use. Those notes were from November of last year and then there is really nothing until March of this year when it seems like someone else was working on the machine - Mike? There was some interfacing with him over a couple of months - perhaps we have a communication breakdown. If you would like - you can reach me at 877-793-3278 ext 122 and I can go over the service records with you and maybe we can determine where we might have dropped the ball with you.

Hope I can be of assistance.

iprintnstyle April 28th, 2012 10:49 AM

Re: DTG Viper problems
 
This machine does not do anything but brokedown and lose ink, crappy print result, clog lines it is an expensive piece of junk i must say. I never had a good experience with this junk machine i wish i never bought this ____. Tech support is terible.

I think i'm goin to contact my lawyer to file a lawsuit against this company who sell this ____.:mad:

bakedt May 5th, 2012 08:18 AM

Re: DTG Viper problems
 
We may be in the minority, but other than standard maintenance (daily cleaning and replacing capping station and print head one time), we have been running our Viper every day for 2 1/2 years and have not experienced many problems. I think that the key is, these machines are designed to print shirts on a regular basis. If you run them hard, they produce.

rrosick September 3rd, 2013 07:43 AM

Re: DTG Viper problems
 
hello everyone i am have problems with the black ink. It starts printing fine and then it fades as it goes.can someone please Help me .

uktech September 3rd, 2013 11:19 PM

Re: DTG Viper problems
 
Quote:

Originally Posted by rrosick (Post 1341537)
hello everyone i am have problems with the black ink. It starts printing fine and then it fades as it goes.can someone please Help me .

Hi Rose

This could be a faulty damper that needs replacing, a faulty CMYK pump that needs replacing or the head to platten gap is too big causing "dusting" of ink back onto the nozzle plate during printing. Check for sharp edges on graphics when printed, if they have a soft edge, this is usually a sign that the print head is too far away from the t shirt when printing.

castellana14 July 1st, 2015 10:36 AM

Re: DTG Viper problems
 
Good afternoon , we have a problem with our DTG Viper . The yellow ink is not Going to nothing . They believe that it can be ?

dianespence February 5th, 2016 11:19 PM

Re: DTG Viper problems
 
I can concur after owning a DTG viper for approx. four years we have never had this machine up and running to standard DTG in Australia have done nothing but blame us for every little single thing that has gone on with the machine and now we are at the stage with them that we have to order the parts for the machine from America and fix it ourselves the call out fees charged and the cost of replacement parts are just one part of this huge stuff up we run a lot of machines in our factory and have never experienced anything like this Viper if you want to be blamed for every single issue even at times when the error is clearly a DTG lack of knowledge to put it politely from being told we need parts when we don't and the pounding that I have received from them they definitely have an attitude it took a year for them to realise they had supplied a platen that did not work I cannot tell you the amount of times we have told it is NORMAL to have to spend a couple of thousand on the machine every six months what a load of bull as mentioned we have a lot of machines and would rarely have to buy new parts because in the real world you pay out a lot of money for something new then WELL you expect it to work the concept is good the machine is set up to fail try and find yourself a good general printer repairman and stay away from anyone who represents DTG

dianespence February 6th, 2016 04:04 PM

Re: DTG Viper problems
 
Hi Don I have to say the statement that you made has jumped right out at me as the people I bought my viper from were very specific when they told me as an excuse for my machine not working properly that they were trying to iron out problems due to the fact that the machines used to be made in Australia and now were made in Singapore.....sometimes I feel sorry for you as you try and help people out I have noticed on this forum which is very courageous seeing the vipers are such a terrible piece of equipment when you are relying on them to do a job and they continuously break down... I think from our point of view when we have paid so much out for the machine and it has actually cost us more than the purchase price in service parts etc the frustration level gets to bordering on insanity I am very good with our machine it is always maintained every printer mechanic that comes into our workshop remarks on how I look after it however there is always something going on with it. From my job experience as a technical design engineer I think in my opinion the machine is set up to fail due to the white ink makeup and the fact it is forced through the tiniest of holes they cannot help become blocked no matter how well you clean the machine. I love this machine by principal it is fantastic I just wish that it would work more than a week without something going wrong anyway Don keep up the good work it is a great product but just does not work as well as the marketers that sell the machine say it does cheers Diane Spence

GuardianPrinter February 1st, 2017 06:52 PM

Re: DTG Viper problems
 
I own a Viper2 and have yet to be happy with a print. It constantly clogs and forms a rubber like substance on the print head. Support sucks and relies on terrible youtube videos. I wasted 25,000 buying this thing last year. All it is is a paper weight now. I'll sell this thing on the cheap. It will need some maintenance.


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