ComplaintsforAll American Print Supply Co.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this claim against All American Print Supply for the sale of a defective Direct-to-Film (DTF) printer. I purchased the equipment May 11, 2023 but received the equipment June 20, 2023. The initial printer I purchased had numerous issues since day one, rendering it non-functional. After months of back and forth with the company, they agreed to replace the faulty printer. However, the replacement printer began exhibiting the same issues within three weeks of use.Despite my efforts to resolve the matter with All American Print Supply, they have refused to issue a refund and are now insisting that I spend additional money to purchase a new printhead for the defective printer. This is unacceptable for the following reasons:Consistent Defects: Both the original and replacement printers have shown the same issues, indicating a fundamental flaw in the product.Discontinued Product: The printer model in question has been discontinued by the company, suggesting that they are aware of its defects and unreliability.Negative Reviews: Numerous other customers have reported similar issues with the same printer model, as evidenced by the many negative reviews online. This indicates a widespread problem with this product.Unreasonable Demand: The company's demand that I spend additional money to fix a product that was defective from the start is unreasonable and unfair. Given these circumstances, I believe that a full refund is the only fair resolution. The product is defective, discontinued, and has a well-documented history of issues. I am requesting that All American Print Supply refund me the full purchase price of the printer, as well as any related expenses incurred due to the defects of the product.

  Business response

  05/28/2024

  I am writing to provide a detailed account of a recent customer interaction regarding their Direct-to-Film (DTF) printer. Our team has thoroughly reviewed the case and taken steps to address the customer's concerns.Upon investigation, we found that some of the issues the customer experienced *** have been caused by not following our recommended setup procedures. We offered additional support to help the customer get the most out of their ************************, but unfortunately, our recommendations were not followed. Regarding the white ink issues, our investigation revealed that the ink had exceeded its recommended usage limit, which *** have contributed to the problems. We provided a replacement printhead under warranty and advised the customer to flush the old ink and purchase a new bottle. Despite our efforts, the customer did not follow these recommendations.I want to emphasize that our team responded promptly to the customer's concerns and resolved most issues quickly. We even provided a replacement unit, which was delivered on February 28, 2024. However, the customer is still seeking a full refund, which we believe *** not be the most appropriate resolution.
  
  In an effort to find a mutually agreeable solution, we have proposed the following:
  - Additional support to help the customer resolve any ongoing issues with the replacement printer
  - A discount on a new printhead
  We value our customers' business and appreciate their feedback. We are committed to providing high-quality products and excellent customer service. We hope to have the opportunity to make things right and resolve this matter amicably.I believe our proposal is a fair and reasonable solution, and I hope the BBB will take our efforts into consideration. If you require any further information or would like to discuss this matter further, please do not hesitate to contact me. (edited) 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a printer from a third-party company. I contacted all American print supply and they were supposed to give me a refurbished printer. This is my third time since I purchased the printer February 29 of last year having to send them a Printer back. The printer I purchased was brand new at the box and didnt last a full month. They sent out another one which had the same issue and I had to send it back to them to be fixed. After that the printer lasted for three weeks and I had to send another printer out to get fixed. They told me that they were rush order it because I had so many issues with the previous printers that I received from them. The date that I was supposed to receive the Printer is February 5 of 2024. Once I contacted them again today, I was informed that it would be another 4 to 5 weeks before the printer be sent out to me due to the fact that the guy that was handling in my case no longer works there. I asked for a refund of my money because I feel that I have spent more time getting my printer fixed, then making money. I explained to them that they have caused me a lot of business And I didnt have money to continue to waste on something that they kept sending me thats not working. I requested that all American print supply sent all my money to me. I cannot wait another 4 to 5 weeks when I sent the printer to them the middle of December and they told me they were rush audit three Weeks .

  Business response

  02/07/2024

  Hello *******,
  
  We have reached out to your dealer Press HTV where the original unit was purchased on 9/20/2023. ******** has confirmed that you have been purchasing supplies but do not have record of replacing units. It does look like you have been in contact with our technicians at DTF Station and in our system a print head was purchased on 8/09/2023 and a replacement printer was shipped out 9/20/2023. You are still under printer warranty, so we are going to ship out a replacement and have been notified of that. We are aware that your unit has been replaced but from purchase date to first replacement was almost a full calendar year and we have stood by our warranty and are replacing your printer under our warranty policy. I sincerely apologize if you have lost business due to the replacement process but per our records no issues had been reported until almost a full calendar year and your replacement is in our printer que to be shipped out.

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