[Dvprint]

I have had my machine since December 2012. The first 6 months, I had to buy 3 new print heads. I was told at the class in August 2012 that a) working in an old warehouse, and b) only being open 3 days a week (Fri/Sat/Sun) would be no problem, by both Terry and Harry. Now I have a climate controlled room and come in every other day to print with white ink. Since May 2013 I have not had a print head clog. (Yeah, I believed what they told me in that class)

I have had issues with PF Acceleration Lock since June 2013. Double flashing red lights come on (Fatal Error), and you have to reboot the machine completely in the middle of a job. Equipment Zone still has not found a solution for this. There are other PF error messages, but PF Acceleration Lock is the most common. It still comes up frequently.

Since December 2012 the print head drops off line, both while printing and while sitting still. The green Ready light turns yellow. Initially it would reset by pressing the green button. Now, the whole print head locks up. No reset, No up or down, No other button works except the red cancel button. And when you do finally get the print head to reset, half the time you get double flashing red lights (FATAL ERROR). You still have to reboot the entire machine in the middle of a job.

Hawkeye thought it might be the fuses F1, F2, F3, or F4. Nope, still have the problem. Also found that the ribbon cables come out of their sockets real easy. Just brush against them. You'll see for yourself.

Had the machine to Equipment Zone in NJ for the 7th time on March 10, 2014. That was the loose ribbon cables, after I had changed the fuses. Dave J told me I was under warranty until June 2014. Today (March 18, 2014) I got an email from Dave saying that I am not under warranty and any other repairs are full price. "Tough Luck, Buddy!"

I have a Lemon Machine that is unreliable. I never know if I can print a job or will have to tell the customer to come back next week for their shirts.
I took the machine to EZ 6 times, they actually came out to PA (100 miles one way) to pick it up, fix it, and bring it back.

And I still have a lemon machine with problems, that nobody can figure out, nobody can fix, and no support.

I have talked to Dave, Ray and Hawkeye repeatedly. Now they can only find support tickets for the clogged heads and the loose ribbon cable. Nothing else. Even though EZ sent me fuses to replace the ones on the EIB board in the print head. Even though they have replaced the bearing system on the platen transport. Even though they came out to get the machine, and not for a clogged head.

Note: (3/18/14 9:13 pm) Dave J has always been available for help on weekends. Ray has repeatedly responded to a call for help on weekends. The service department has always tried their utmost to help, but they are limited by company policy to an extent. Dave actually called me directly shortly after this original post was made. The Service Department attempts to help have been GREAT! Make no mistake about that. If it hadn't been for Dave's willingness to contact me when I had troubles on the weekend, I would have been bashing Equipment Zone a long time ago. Ray and Alex also have responded on the weekends on their own time. For support from them, I could not ask for better. Apparently there will be a tech at my shop on Saturday, and we will print until the machine locks up, and figure out the fix, free of charge.

Dave J is the Go-To guy for Equipment Zone service! He coordinates anything that he can to help out. He monitors the service tickets online almost 24/7 (which is amazing, but true). If it weren't for Dave, I couldn't see Equipment Zone surviving with this machine. To Dave, Ray, Joey, Alex and the rest of the support team, THANKS!!!! They all respond if Dave calls for assistance.

Before you buy from Equipment zone, drop a line to [email protected].

 

[equipmentzone1]

Hi Dave,

As you know, we’ve been in close contact with you by phone and email. I sincerely apologize for the difficulties you’ve experienced so far.

I wasn’t aware that you were having a frequent issue with the double red flashing lights coming up and an issue with having to reboot the machine in the middle of the job. This is something we would like to get fixed right away. I would like to arrange to pick up your printer and take care of any issues you might be experiencing at no charge.

It’s very important to us that all our customers are up and running successfully, and want to let you know that we are committed to making things right.

Best regards,

Alex

 

[charles95405]

I am glad Alex had responded,. I have had nothing but excellent service from equipment zone.

 

[sandmanbjj]

I agree, I have been a customer of EZ for over a year now. I have the T JET 2 refurb and the only issues I have had are from my ignorance. And EZ has gone out of their way to make sure the printer stays up and running.

 

[Dvprint]

Yeah, the service department goes out of their way, above and beyond the call of duty, as often as they can to help out. The problem appears to be "company policy".... However, Dave and a tech are supposed to be coming to my shop in PA Saturday and see this problem first hand. It's intermittent (the hardest thing to fix), but we will be printing non-stop until it does. I have high hopes for a positive resolution. And yes, I have learned a lot, found out fixes "for my ignorance (lol)", and come a long way. But the print head dropping out and locking up the machine is beyond my capabilities.

We'll see. I'll give an update Saturday evening.

 

[TheAtticUpstairs]

Sorry to hear about your issues. I am into my second year with my Velocity Jet and yes there have been issues with the machine, but the tech staff is quick to respond to my emergencies. Please let us know how the fix went on the double Red errors in the middle of a print. I have that issue myself on an occasion, it can be frustrating. Also the young lady Helen in customer service saved my Bacon a couple of weeks ago by getting my supplies to me quickly. I was up against a deadline and she pulled me out.

 

[lazographics]

Yeah, the service department goes out of their way, above and beyond the call of duty, as often as they can to help out. The problem appears to be "company policy".... However, Dave and a tech are supposed to be coming to my shop in PA Saturday and see this problem first hand. It's intermittent (the hardest thing to fix), but we will be printing non-stop until it does. I have high hopes for a positive resolution. And yes, I have learned a lot, found out fixes "for my ignorance (lol)", and come a long way. But the print head dropping out and locking up the machine is beyond my capabilities.

We'll see. I'll give an update Saturday evening.

One thing to have the techs look at is the speed of the bed. If it's to fast it can cause the double flashing lights. Have them check it and see if they can lower the speed. I'm sure these guys will figure it out for you.

 

[TheAtticUpstairs]

Thanks Billy. I think you may be on to something. I lowered the speed of the bed and continued printing the very same image I had trouble with. This time no troubles..

Thanks for the input.

KC

 

[lazographics]

Thanks Billy. I think you may be on to something. I lowered the speed of the bed and continued printing the very same image I had trouble with. This time no troubles..

Thanks for the input.

KC

Your welcome!

 

[Dvprint]

Sorry about the delay in reporting, it's been crazy.

Anyhow, Dave and Joey came out to my shop in eastern PA on Saturday around 10 am. If you read the original post, had lots of issues with the printer dropping off line. It even dropped off on Friday before Dave and Joey came out.

Saturday printed 9 shirts without a problem before they got on site. Printed 3 more with them watching. Joey took the machine apart, pushed, prodded and poked about everything there was, and then put it back together. Printed 4 more shirts right away. This machine could have been the demo unit at AC, it worked so good. It printed great on Sunday, as well. I can not explain the change. I just hope it stays scared of Joey (lol).
Even the PF Acceleration Lock errors never showed up, and we had lots of them. No double flashing red lights, no problems at all.

Seriously, it took the blast to get past "the company policy" on my machine. Once that was done, the service team from Equipment Zone did their normal Outstanding service. With the machine working fine, Joey could refused to open up the covers. But he dug in and ignored Dave & me while he gave the machine a full check-up.

Kudos to the service team! Thanks, Dave & Joey. Ray & Alex give outstanding support, both by telephone or at the shop.

 

[lazographics]

Sorry about the delay in reporting, it's been crazy.

Anyhow, Dave and Joey came out to my shop in eastern PA on Saturday around 10 am. If you read the original post, had lots of issues with the printer dropping off line. It even dropped off on Friday before Dave and Joey came out.

Saturday printed 9 shirts without a problem before they got on site. Printed 3 more with them watching. Joey took the machine apart, pushed, prodded and poked about everything there was, and then put it back together. Printed 4 more shirts right away. This machine could have been the demo unit at AC, it worked so good. It printed great on Sunday, as well. I can not explain the change. I just hope it stays scared of Joey (lol).
Even the PF Acceleration Lock errors never showed up, and we had lots of them. No double flashing red lights, no problems at all.

Seriously, it took the blast to get past "the company policy" on my machine. Once that was done, the service team from Equipment Zone did their normal Outstanding service. With the machine working fine, Joey could refused to open up the covers. But he dug in and ignored Dave & me while he gave the machine a full check-up.

Kudos to the service team! Thanks, Dave & Joey. Ray & Alex give outstanding support, both by telephone or at the shop.

I can't tell you now many times I visited a printer that was having issues and it worked fine with me standing in front of it.

Their a great group of knowledgable guys there at EZ. Glad to hear your running smoothly now.

 

[sttbtch]

I too wish you had left up the problems. I have had equipment errors on a bad machine they sent me. their service technicians have been a nightmare.I have kept it off the forum so we could resolve it. But after getting the letter they sent to the mediation I know now... I had to send in copies of emails to contradict all the miss truths they were telling.. I think I will go to all shows and tell anyone that will listen the treatment that I recd and the lemon that they sent me. Warning they want to do everything over the phone so you do not have a record of the service and get it in writing.

 

[equipmentzone]

I understand that you are trying to get out of a lease. All we did was answer the information request from your lease company with copies of the emails between you and us. You have had a refurbished T-Jet 2 printer from us for almost a year. Our service techs have always answered the very few support requests you have submitted in that period by phone and by email. What I am confused about is that you contacted us yesterday and our support manager responded to you to send the printer in to us and we would be happy to look it over. You agreed to send it in to us. So i do not understand how our support department has not been responsive to you. Please send your printer in and I'm sure they can get you sorted out.
_

 

[sttbtch]

After only 3 months of it never working right. I stopped payment. For 6 months been fighting with them and you to get it resolved on June 2 was the first time you offered to fix it. You lied to the lease company and defrauded me. Only after I paid and signed did you state the item was not available for sale and the machine needed to be refurbished. When you could not deliver that one you switched it for a t jet stating they were the same under the hood. Yes I have had it for 11 months but I fought with you from Aug 8th to Dec 14th. I then turned it off and have been fighting with you. Only when I stopped paying the finance company did you want to help me. You lied to the finance company and I provided email proof from your people. I have offered 3 solutions to stop this but you and your company are frauds. My new mission is to let people know my dealings with you and your company. now I know why only one finance company will work with you.

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[sttbtch]

You did not provide emails to the finance company I did. You offered to give them if needed to the company. I agreed to send it back but you would not send for it unless I wrote word for word in an email what you wanted me to say. I would not. You get the machine that you sent as a defect and once you have it you can lie again saying it is my fault. I got your tech saying it was broken when they sent it. He said over the phone that is when I turned it off waiting for a solution. When you and your tech found out uou sent a bad machine I could not get a response from you.

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[equipmentzone]

Again, I understand that you are trying to get out of a lease obligation. We would have no idea of your payment record to the lease company as that is something that lease companies do not normally communicate with a vendor. We have had a scattering of support requests from you, the last of which was in December. The problem then was a stuck wiper blade because the printer had not been used for some time. That was something our support tech was able to solve for you at that time. You have a warranty on the printer and you have always been able to send your refurbished T-jet 2 printer into us for service at any time if you had any issues not solvable over the phone or email. You have never asked to do so. We had only now simply restated to you, in emails, that you could do so. Your email replies back to us seemed to indicate that you would be returning the printer to us, not sending it in for service. To avoid any miscommunication we simply asked you to email back the following sentence: "I would like to have my printer shipped in to your service division to be looked at, serviced, and then shipped back to me.” You have not done so till now. We are more then happy to get your printer in to our service division and gone through and send it back to you. Trying to get the lease company to release you from an obligation through posting on the forums is not the purpose of these forums. We back up the printers we sell and we are always willing to accommodate you as a customer in getting it serviced for you.
_

 

[sttbtch]

See you lie again. We tried to get the machine to work from Aug 8th until December 14. We stopped daily maintainance on the 14th when your tech said it was shipped broken. That is when your side stopped all communication. It wasn't until the finance company got involved did you guys get back involved. The machine was doing the daily maintance everyday until your tech diagnosed it. Then he said get back to us on a resolution. It was then when nothing. No returned calls. Emails hell you guys won't put anything in writting. I stayed off the forms until now trying to resolve it. I only came cause I wanted to know how others got your company to resolve. You made the personal attacks. So now it is opened for all to see. I have offered 3 solutions. I went for 6 months from radio silence on your end. I got the finance company involved because you would not honor your one year service of the machine. You tech Rudy said you would charge me for tech service via email.

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[sttbtch]

What is also so interesting is that you have an audience right now and you can't tell the truth. Send it in we will gladly look at it for you. Send me the freight and when they will pick it up. Nope uou won't do that unless I write in your words. That is forcing someone to do something against their will to appease you. You only got back involved when I filed formal charges of fraud. I have given you three options. After your nearly half a year ignoring us for support and saying you'll get back to us these are the only options we will entertain.

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[equipmentzone]

Again, you have always been free to send your T-Jet 2 printer in for repair if you felt it needed it. Under warranty. You are still free to do so. We have offered, again, to arrange the shipping, look the printer over, service it, and then return it back to you. Your emails back stated that you would ship it back as a return. We merely asked you to clarify and confirm that you were sending it in to be serviced and then returned to you. That is all we asked you to do. We stand by our products and are ready to finish arrangements as soon as you confirm.
_

 

[sttbtch]

PS manually having to move the wiper after every pass of the head is not a solution. This what we were told to do and that it didn't need to be returned to you.

Again send the ticket and we will send it to you. At this point and time we are only ready to accept one of the three solutions we presented. One is on your trade up deal that Terry offered when we started this deal. You only stand behind when a third party lite a fire under you.

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