ComplaintsforRicoh DTG

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Ricoh RI 1000.Within 4 months the white heads were completely clogged. I did EVERYTHING recommended per ricoh, INCLUDING BUILDING A SEPARATE ENVIRONMENT FOR HUMIDITY AND CLIMATE CONTROL! THERE IS NOTHING YOU CAN DO TO PREVENT THIS HORRIBLE MACHINE FROM BREAKING, ITS LITERALLY IMPOSSIBLE. THEN I WAS THE ONE THAT HAD TO FIX THIS 16K PIECE OF JUNK MYSELF!!THEY WOULDN'T EVEN SEND SOMEONE TO REPLACE THE PART. I AM NOT A DTG TECHNICIAN, HOW PATHETIC. I AM A SMALL BUSINESS. ONE DAY I WAS ADVISED BY CUSTOMER SERVICE... THAT "YOU REALLY NEED A TEAM" TO RUN THIS MACHINE, WHAT!?SO, THIS THING JUST WASTES *** 24 7 AND COST MONEY JUST TO EXIST.I HAVE NEVER BEEN SO RIPPED OFF ,SCAMMED ,MISINFORMED AND JUST LIED TO. I SHOULD HAVE KNOW WHEN THE SALESPERSON WAS OPENLY BASHING AND LYING ABOUT THE COMPETITION.NOT TO MENTION LYING ABOUT THE ***** AND CONDITIONS. THERE ARE NO 0 PERCENT INTEREST LOANS OR DEFERRED 6 MONTH PAYMENTS LIKE THEY CLAIM,JUST A SLEASY MOVE. NOT TO MENTION I HAVE HAD ABOUT HALF THE **** RETURNED BECAUSE THE *** DESCINGRATES IN ONE WASH.. USELESS! I HATE THIS COMPANY, I HATE THE PERSON WHO SOLD THIS MACHINE TO ME. HOW DO WE START A CLASS ACTION LAWSUIT AGAINST THESE PREDATORS. THIS HAS TO BE THE BIGGEST SCAM IN THE PRINTING INDUSTRY AND THEY MUST BE STOPPED. I AM CONTACTING LAWYER TO SEE IF THERE ANYTHING I CAN DO.A MULTI MILLION DOLLAR CONGLOMERATE IS FINANCIALLY RUINING ME AND COULDN'T CARE LESS.I WAKE UP TH***ING ABOUT HOW THIS MACHINE IS RUINING MY LIFE.IF I COULD SAVE 1 PERSON FROM BUY THIS , I WOULD FEEL A LITTLE BETTER. I LITERALLY HATE THIS COMPANY, HATE THIS PRINTER.DONT BUT THIS PRINTER DONT BUT THIS PRINTER DONT BUT THIS PRINTER DONT BUT THIS PRINTER DONT BUT THIS PRINTER DONT BUT THIS PRINTER I HATE RICOH

  Business response

  01/22/2024

  Case start date 7/18/2023.
  Customer reported a clogging on head 3
  7/19/23
  Customer was instructed to start head recover and was helped by tech to accomplish this.
  7/20/23
  Customer had contact with **** as he request to speck with a manager. They went over the maintenance and customer was happy to get help and was a little concern that we was provided 2 different ways to
  clean the Bottom of his carriage. **** explained way we suggest cleaning the bottom of the carriage with a dry link free wipe & in some cases with a damp lint free wipe. Customer was happy for the level of
  service and grateful.
  8/1/23
  Logs where read and carriage did not recover completely tech started the process to have the customers carriage replaced under warranty.
  Customer is displeased with the unit but willing to work with us and get the unit fixed.
  8/24/23
  After a few delays from address verification and part availability the carriage was shipped out on 8/24/23.
  9/18/23
  Customer called his sales rep asking if ******************** had a buyback policy sales Rep let the customer know that we do not have a buyback program.
  9/21/23
  After a few attempts to get in touch with customer the carriage was replaced on 9/21/23. Customer did not have charge the ink back into the unit till 9/22/23. Customer confirmed with tech over the phone that unit
  was back up and running.
  We have no other contact with customer after the carriage was replaced or any calls requesting help.
  
  *****************
  Reseller Training & Tech Support Manager

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Dear Better Business Bureau,I am writing to express my deep dissatisfaction with the Ricoh **** printing press I purchased from Ricoh DTG in June of 2021. Right from the initial delivery, I encountered issues as ink or cleaner was spilled inside the unit. Despite contacting their customer service, I was met with dismissive responses claiming it was residue from testing. They refused to send a technician due to Covid restrictions.Within just 4 months of usage, the white print heads started clogging, despite following all recommended cleaning procedures. Seeking assistance, Ricoh's response was inadequate, suggesting repetitive cleaning with no resolution. By March 2022, the White 2 print head ceased to function entirely, even though I had initiated a claim the previous year. To compound matters, the printer began an incessant loop of turning on and off, rendering it unusable. Shockingly, Ricoh refused to honor the guarantee, leaving me with the ultimatum to purchase parts worth almost $5,000 to maintain operation. The alternative, refurbished parts for nearly $2,000, was equally unacceptable. Their lack of technician assistance is baffling; expecting customers to conduct intricate repairs is unreasonable and potentially damaging.This ordeal has caused severe financial losses as the printer has been non-operational for over a year. Ricoh's indifference and failure to stand by their product are disheartening. I urge you to take action on behalf of all customers enduring similar experiences. Ricoh must be held accountable for their poor product quality, exorbitant pricing, and inadequate customer support.Sincerely,*************************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 14, 2023 Ricoh improperly counted printer counts and charged me over $1200 instead of the agreed $140. I submitted several requests that were closed right away after talking to several representatives on the phone. It wasn't even possible for ** to print that many papers with how few people we have in the office it would take 8 hours a day printing every minute non stop without taking weekend breaks. A representative finally agreed the charge was inaccurate after seeing our prior quarters we printed ***** or less and this new charge said we printed almost ****** pages. They finally said they would only refund me if a tech came out an confirmed it was inaccurate. The tech came out and confirmed this a month ago. Ricoh is still refusing to refund me the money owed. This is egregious and horrendous customer service. Every time I call and request a manager or request the refund they lie to me saying it will happen in two weeks. This all started March 14th and it is now June 6th with no resolution. I am requesting an IMMEDIATE refund of the unathorized and inaccurate charges after dozens of phone calls emails and requests submitted with your admission of your own error.

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  THIS PRINTER *****. HAD PROLEMS WITH IT 3 MONTHS IN FROM HAVING IT. I DONT HAVE **** FOR ANOTHER PRINT HEAD CARRIAGE AS I PURCHASED THIS MACHINE TO MAKE MONEY NOT TO LOSE OR SPEND MONEY I DONT HAVE. THEY SHOULDNT SAY THERE IS A WARRANTY WHEN THE WARRANTY DOESNT COVER ANYTHING. THEY HAVE EVERYONE PURCHASING PART AFTER PART JUST FOR **** CONTINUE TO GIVE YOU ERRORS. NOW I AM STUCK WITH A BROKEN DOWN PRINTER TAKING UP SPACE BECAUSE I CANT PUT THE MACHINE TO WORK TO EVEN AFFORD THE PARTS NEEDED BECAUSE THEIR PRICES ARE RIDICULOUSLY HIGH AND THERE IS NO GUARANTEE ITS GONNA FIX THE PROBLEM. I JUST WANNA THROW THIS MACHINE OUT THE WINDOW BUT CANT EVEN MOVE IT BECAUSE ITS SO FREAKING HEAVY. SO IM F***** EVERY WAY WITH THIS MACHINE. SO MAD AND I HAVE MY HUSBAND SO MAD AT ME DUE TO THIS STUPID PRINTER WASTE OF TIME AND MONEY.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When I first purchased hused the Richo **** I sold on it that it would work perfectly and smooth. Then months later the print head clogged up and I looked for a solution from ***** a representative who's name I have told me he would call me back with a solution, months passed and they never called me back. I called and emailed until I mentioned law suit they returned my emails and calls. They charged me an other $2000 dollars for a new print head that once again is clogged after only a few weeks of use. They have ignored me, and keep asking for more money even though it's machine if not in use wastes your ink and money, it's a money gosling machine. This company is a scam and they need to be taken to trial.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought this printer around February of 2021 directly from Ricoh. The representative sold us a pipe dream, as he knew we were a small business just starting out and this machine was not a good fit for our company. When we got the machine everything worked great the first couple of months, then the problems occurred. The problems with this machine is that it was made to **** money out of a business as soon as you turn on the printer. It costs $61 per cartridge for 6 cartridges and then to run the maintenance mode on default it's sucking almost $100 everytime it goes through a cycle. If you aren't printing at least 10 shirts a day you are already losing money after spending $20,000 on it! The computer and chip based control board is another flaw I'm its design bc you need to have the humidity in the room at at least 75-80%. Any hint of that humidity hits the inside of that machine or chip it shuts down the whole system. The encoder strip is another flaw in design. You need to constantly keep it clean or, once again, the machine shuts down. How many "safety features" does a machine need for something that is sold as a "smooth, flawless money maker?" All this company and reps are worried about is ripping small businesses off. The whole Ricoh owners community is seeking a class action suit against this company and it should be a long time coming!

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought the printer for my New Business in 2020 to have the best DTG printer out there For my Clients the technology was there when the machine is running properly. It puts out a great quality print out there for quality. I started having other problems here and there they fixed it worked with me after eight months I kept having the same problems with a PrintHead very expensive printhead $2500 . I started having other problems here and there they fixed it worked with me after eight months I kept having the same problems I reached out to Ricoh and told them I want a new machine So I returned the machine so they sent me A refurbished machine it ran Great for about 3 months then all the problems started happening again so I called them up the address a few of the quick problems and I said my warranty went out and inspect me to do all the repairs out-of-pocket just to let you know thats not gonna happen . I am going to hold him accountable for the mishaps.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the Ri ****. From day 1 and I do mean day one I have had some kind of problem with this Ri **** DTG printer. In April of 2022 I was again having a printing problem and was told I needed a $***** dollar ( carriage ) printer head. Not sure why they call the printer head a carriage but they do. After fighting with almost every single person there at Ricoh I got in touch with one person and she was willing to help. Once others found out she was willing to help she was called to the *************. Once I found out from her she could get in trouble for helping me I told her to forget it. I was not willing to let her put her job on the line for what Ricoh should be doing without reprehending an employee. While speaking with this helpful person I was told by her that the Ri **** was not even ready for sell when Ricoh introduced the printer her words were "The Ri **** was NOT READY FOR MARKET and they knew this to be true ". I am now to a point I will be looking into getting legal help. I will be happy to take a lie detector to prove ever single word I speak or type is the truth. I can not upload any emails as proof because there in a NDA attached to all emails. I can share them with my attorney. I would like a refund of this product. From day one this product has been nothing but printer error. I have replaced the carriage ( printer head ) and the printer has been repair by the company but I am here again getting a error 900 ( replace carriage ) printer head. If I replaced the carriage ( printer head ) it will be the 3 rd or 4 th printer head for this printer. If this printer was not READY FOR MARKET it should have never went to market. I want a full refund to include the extra $ ***** I paid for the carriage ( printer head ). Thank You for your time.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The selling practices and customer service of this ********************** should be federally investigated. They play games so that more issues arise with your machine once it starts acting up. The techs write bogus notes to cover their ends. My machine has been down since June. Resulting in thousands of dollars lost in revenue. No one gets back to you only accounting for an invoice so you can pay $5k to fix the machine that their tech support knowledge made worse. ***************** has no business being in tech support. Hes a liar and unprofessional. ***************************** started this problem and pawned it onto **** and they think its a joke. Company has ghosted me. Technical support directors/managers never emailed back, called, etc. This company is shady. They got their $20k and continue to be people by buying reviews and good publicity. Will be reaching out to the state attorney general and whoever else so this company is investigated.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought this RI1000 in July 2020, Within days i was already having issues, Service we never really helpful seems that there only answer is to cap the print head and put cleaning fluid in for days forcing the machine out of service. Then they tell you that its all your fault because you didnt do a good enough job with the maintenance. then you go through that process and and call back a week later to be told the same thing again. The 20 minute training they give you over the phone was not even close to suitable nor was it what was promised when I paid $18000 for this machine. So many parts have failed on this machine and they all or not covered by ricoh and you must purchase them Already a print head (most people have changed this 2-3 times in the first 2 years) also need to replace the *** board anther common problem that people complainabout have to change several times and the maintenance station and so many more. I have several interactions where service just flat out ignored the call to the point i had to send messages all the way up to the top executives just to get a response. There is no accountability at this company I have been battling for over 2 years with them and the only solution is for me and many others to just keep buying new printheads that cost $2200+ each just for them to fail in a matter of weeks or months. My latest interaction with them was just because I threatened a law suit then they respond and say they only have like 6 service calls ot interactions with me when in fact I have over 100 conversations, correspondences and responses in emails proving that they are lying. My attorney has all that information and we are gathering many others for a class action lawsuit. Stay away from buying these machines. They are trash and money pits you will not profit from them.

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