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Discussion Starter · #1 ·
Hello.
I need some help about my DTG. My father bought new model DTG viper last 5 mth in Austarlia and the problem is, we cannot operate till now. And got some broken white long plastic somewhere the printer head area. Very2 upset and disappointed.

We decide to sell it OR repair. Btw, anybody can fix it for us?? Any idea?Please..

Location in Brunei (Asia).
 

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Re: I need help.

Your father was supposed to come to Australia for full technical training, it was made clear that this type of technology is not an out of the box solution that can be learned by simple trial and error.

I have not been made aware of the a white long plastic thing being broken. Please send pictures and I will see what part this is and replace it for you

Jerry
DTG Digital
 

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Re: I need help.

Your father was supposed to come to Australia for full technical training, it was made clear that this type of technology is not an out of the box solution that can be learned by simple trial and error.
Typical of DTG.

Always the customers fault.
Even though they described a broken plastic piece, you jump all over them about training.

The Viper must be far more complicated than the Kiosk 2's because out here in Sacramento when i went to DTG's office, your rep sold us on the machines simplicity and out of the box solution. "just add ink!"

Lately when people have something negative to say or ask for help, you people chalk it up as some dumb end user that didn't go to training.

We had to learn as we went because they arent plug and play solutions, we didn't even know training existed even though we bought brand new.

End of rant.
 

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Re: I need help.

I will stand by my comments that I posted earlier.

I have always been in favour of selling machines only to countries where there is distribution support. In the cases where there isn't one, I have always told people that training is imperative and should be commited to in order to have a trouble free experience. This particular client was told the same in numerous emails and phone calls.

Recently we have had clients from Guam, Palau and Reunion Island come here for training and they are all printing away nicely.

Furthermore the machine in question did perform a nozzle check and test print at the clients place and thus was in working order, however typically, without proper training and white ink control you know as well as I do that people will face issues.

Rather than come back to us for help we find out instead that unqualified techncians have pulled the machine apart and through the forum about a broken plastic part which I am now highly suspicious about.

OK end of my rant;)

Jerry
DTG Digital
 

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Re: I need help.

I actually think that both are good. If I was selling a machine I would have extensive online training resources, but still require an onsite training, whether at my location or the customers.
 

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Re: I need help.

Then why is an on location mandatory training necessary?:confused:

when someone wants to buy a machine half way across the world, in different time zones and language is a major barrier, then yes I strongly suggest that people commit to training.

If they choose not to then the chances of being able to effectivelly support them is seriously compromised.

Twist this whichever way you want to, the fact remains, support doucments, video's etc does not guarantee that a machine user will "get it"

Jerry
DTG Digital
 

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Re: I need help.

I agree with jerry, i got my viper provided by Impression Tech here in SYDNEY, DAMNN it took me 1 week trainning, and the support is excellent, for the 1 week trainning you'll be learning every single thing from best Treatment techniques to best printing :). take note: 1 - 4 day's full time trainning from 9 am - 5pm, adrian from impression technology is very helpful he dont want to leave until i learn something on the day, and all the sales are excellent, until now i havent called any support yet as i can manage it by myself.. oh hey jerry do you have a used platten for the viper ?
 

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Well perhaps I have a bias after 4 years of DTG always making it seem like it's somehow the customers fault due to lack of training, a slow computer, or the alignment of the stars.

So seeing someone complain about a broken piece on their machine and having the tech bring up training just did not make sense.

And lastly, since DTG chose to sell the machine somewhere they could not provide support, then they should provide training online and not be surprised when someone isn't going to fly there to attend training. That is ridiculous.

And I stand by my comments as well ... I was never even offered any type of training other than what the sales rep showed me when I purchased my machine brand new. Over 18k worth of equipment. Yet these post make it seem like they have a mandatory training policy in place. Sure they do .. only when you have a problem and you bring it to this Forums attention.

It's pretty easy to sum up DTG's responses.

Broken hardware? - Training problem.

Ink flow problem? - Your ink bottles are not at the right level.

General problem with printer? - Your computer is too slow.
 

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I recently found out that our ONE day of training for the Kiosk has now turned into TWO days of training..

I think this would have been very helpful since we couldn't get the printer to print white for the first several weeks. I don't recall (according to my notes that I took in class) that you had to have 99% white to get white to print and that we learned after several tech calls

We listened, We asked questions but our training was more maintenance less knowing about the printer ..one pretreat session (no heat press session/ink curing that was done by the instructor)

granted, maintenance is important but learning about pretreat, dampers and overall achieving good prints and working with bad prints.

read the forums on what people complaining about and adjust the training. I have no idea whats its like now but seems like a lot problems are still arising.

I agree, DTG isn't for everyone but when someone comments in your showroom that when I walk into SWF wearing a t-shirts that says "textile inks" and they turn and look at the instructor and says... isn't that what we have is textile inks?? oblivious you are not going over the basic of inks you are using..

Quit prying on people that don't know the industry.. we were your pry and even though we thought we did proper research we got suckered into a KIOSK when we wanted HM-1 but you wouldn't sell it to us (because of problems).. and said we could do everything with KIOSK.

Now I can do everything with the Kiosk (but at my own move to modify it). I thank you for putting us into a Kiosk but I am not thankful for what we had to endure for the first year..

The forums are your feedback to reconstruct your training and provide online training for those that can not make it..

Your embroidery DVD was very beneficial and helped me alot getting my emb. machine running good..how many times have we called about that.. two different machines I understand..same company!!

Emb. machine and support are excellent @ SWF. You don't criticize me for using another brands threads, backing and other products.
You carefully explain through the phone whats going on and we are up and running.

Take a lesson from that and apply to DTG.
 
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