ComplaintsforConde Systems, Inc.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a printer from Conde a few years ago. Conde has always pushed the support they provide as a major selling point of buying a printer from them. Sometimes I buy my business supplies from Conde and sometimes I don't. The shipping tends to take a bit longer than I normally need because of the distance and transit time. I recently contacted Conde because I was having issues with my printer. The representative helped me resolve them and then asked if she should transfer me to my account manager Cla**** so I could purchase ink. I told her no because it was a Friday and Monday was a holiday. I needed to purchase it from somewhere local so I could get it right away. The representative then informs my account manager, who then calls me and threatens me via voicemail. She tells me that if I don't buy my ink only from them, they won't provide support for the printer. That was never something that was explained when I ordered my printer. I was never told that I had to buy my ink only from them or I wouldn't receive support. The printer was extremely expensive (not complaining). They use their support as a selling point to get you to buy the printer but then get upset about not always buying ink from them. This was not disclosed when I ordered the printer. It was not set as a condition up front. They are being *****, nasty and very unprofessional.

  Business response

  06/02/2023

  Sorry for the frustration.

  The number one reason for printer issues is out of date ink or using unbranded third party inks.

  I am not sure who you spoke with at Cond. The name is blanked out. Could you provide that?

  Buying your supplies from us lets us keep up with that info.

  it has always been our policy.

  Customer response

  06/02/2023

   
  Complaint: 20129069
  
  ************************ 
  

  This policy has never been disclosed.  Please show me what documentation you provided to me when I bought the printer that said I had to buy all ink from Conde for support. I dont use 3rd party ink. I only buy genuine Sawgrass ink which is what is supposed to be used for the printer. The issue that day had to do with my waste cartridge. Nevertheless, my complaint isnt about the printer. Its about being threatened and told I will no longer be receiving any support for equipment I purchased from you. Had I known this would happen when I bought, I would have shopped elsewhere. The number one reason I ordered from Conde was because you all make a very big deal about all the support you provide for equipment purchased from you but you fail to mention that its only if I buy ink strictly from you.  
  
  Sincerely,
  
  Chanel *******

  Business response

  06/06/2023

  Again I am sorry for this issue.

  Your situation is often related to third party inks or expired inks.

  Please send me photos of the labels on your carts and we will resume support.
  

  My email address is *******************************.

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