What I expect from any DTG seller...large or small..irregardless of price is this.
I want to receive exactly what you promised. If you promise this and promised that then it better arrive complete in the box. Not...half built and missing a RIP or missing cartridges...a manual etc. Not saying I expect things not stated in the sales pitch or the website.....rather JUST what you said you would deliver.
I expect the machine to arrive in working order. I accept that shipping can cause issues but.....I am a retired Field Engineer and I spent 30 years servicing capital equipment. I know when something broke in shipment and when it was not built correctly or..it was shipped half @sse
I expect you to ship it within the time frame you originally promised. If you state (before taking my money) it will ship within say..6 weeks...then 6 weeks it is. Not 4 months.....you could have stated that before the check cleared.
I also expect you to be able to answer emails and a phone within a reasonable time frame. Yes I know that a company of this size does not have a tech support department and as such does not have staff manning phones just waiting for me. I get it....again I did this as my career for 30 years.
I have worked for small operations before with just a couple guys and guess who was the one and only service tech...yep...me. Just me. I had a significantly larger customer base than any of these small DTG operations and as the lone man I always was able to contact any and all customers the same day.....oh maybe not within 30 minutes but always same day.
There is no reason for not contacting customers within 24 hours ever. Again...I did this for years I know the stress (wahh cry somewhere else)...and it is maddening at times but this is their business.
I do not expect to attain the same level of service from a small company that sells a sub 10K machine that I would get from say...Epson or say..Belquette. It can't be done...I get it..I know it..I lived it.
I expect to service my own machine at this price with SOME minimal help from the dealer. I started in DTG with a Tom Kennedy POS...believe me I know DTG and how to fix it better than half the people using one. I have torn down and rebuilt 6 or so 2200 engines to use as parts for his wooden trojan horses. So..I expect to do my own service..and prefer it. If I ddi not I would suck it up and pay 20k+.
Maybe most people buying a sub 10K machine don't get it...I get that. But I do and so I expect the box to contain a working and complete piece of equipment shipped in a timely manner and NOT a box of excuses. I accept the risk and limitations of smaller mid level companies and equipment but...that fact seems to have predicated many excuses from the sellers.