Complaints

This profile includes complaints for ColDesi, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ColDesi, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ColDesi, Inc.

  4537 S Dale Mabry Hwy Tampa, FL 33611-1425

  
• 

  ColDesi, Inc.

  12198 44th St N Clearwater, FL 33762-5109

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a DTF machine and it's broken down literally every day. I have only gotten to use it a hand full of times. For the price they literally have zero customer service. They send u a generic email telling u to fix it yourself. Worse purchase I've ever made. I just want the machine working.

  

  Business Response

  Date: 04/11/2024

  We never like to hear someone is struggling with their printer; our support team is on this case. 
  
  Based on the history if this ticket it appears one of the issues was incorrect film loading and incorrect input of some alignment numbers. This has been communicated and resolved. There was an open issue with printing that is on deck for being resolved as well. Last communication with the team is that a replacement part is on the way to help resolve a printing issue. 
  
  Our team prides itself on support and helping people get back up and running. Most of the time there are not print issues, sometimes there are issues and its a simple fix, other times it is more complicated. This happens to be a more complicated case, but we are on the road to resolution with replacement part in the mail. 
  
  Every one of these printers comes with support here in the ** and warranty. Any time our team doesn't meet a customers expectations, it is taken seriously and we look for ways to improve our service. We all look forward to closing out this ticket and getting the equipment in production. 

• Initial Complaint

  Date:03/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the i560 coldesi printer in, I believe ***** With a lot of promises that it would increase my business. I have had nothing but problems out of this printer. I called the lady that sold it to me and she said sorry all sales are final. Which was NEVER told to me. I have reached out to support for my issue and they said they couldn't help me. So they're is no knowledge of people that are there to help. My paper is sticking to my shirt, the white toner is printing on the entire B sheet when marrying the 2 together. Not a clean pull. Now I can't even get my white to print. I want a refund on this machine so I can possibly get something that works. I have tried selling it, and no one wants it. I can't afford to keep paying 375 a month on a machine that's collecting dust. Worst investment ever. Please help

  

  Business Response

  Date: 03/25/2024

  Our team is here to help all of our customers learn how to operate and use their equipment. The equipment we offer provides the ability to customize many goods and people all over the country use Uninet printers to make t-shirts and so much more. These are used as a tool to assist in business growth. 
  
  In regard to contacting your sales rep, they would have pointed to the terms and conditions of purchase. These go over the details of the sale, warranty, support and much more. This paperwork is signed by all customers prior to purchase and shipment of machines. This would include details on return policies. Our team has worked hard to make these documents clear including many details about machine ownership. 
  
  The support system shows 2 tickets opened the first one (March 2023) was software installation and the issue was resolved per an email confirmation.  The second one (Oct. 23) was over paper concerns, the tech reached out twice via email to ask some questions and tried to call with no response. 
  
  We have a team of experts that help people every day with training and support on their printers. We are happy to get a ticket open, and communication started to determine what the concerns are and help the printer get in use successfully. Our team can help turn this into a success story. Our team can reach out directly or a ticket could be opened with specific details about concerns at support.coldesi.com

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought pretty much every machine Coldesi sell - I spent over $200k with them over the last 3 years. My relationship with them is worse than my relationship with my 3 ex-wives combined. Their support is the worst I have experienced from any other company. Their client care is non-existant. They are fraudsters and say one thing and then tell you they didn't say that even though you have it in writing. Your machine will be constantly down and their support will not follow up for weeks, leaving you on your own to fix the issue.You get charged for hotel stays and travel for technicians to come and fix issues that do not need hotel stays and they over charge on parts and service that are just ************* are half the price from main dealers. They speculate on what is wrong with your machine and make you buy parts and then when you find out it wasn't that part that needed replacing they do not allow returns or refunds.Stay clear.

  

  Business Response

  Date: 03/07/2024

  Building relationships with our customers is a core part of the ColDesi philosophy and any time this goes astray, our team investigates where and why. This is part of a continuous effort to improve service and support. 
  
  It appears this BBB report came in amidst investigation and contact. The manager of the support department reached out after hearing the dissatisfaction of charges for an on-site visit. The person in charge of technician visits made a call to schedule travel, including a stay due to drive time. Management reviewed the case, along with historical tickets and reached out to our team members and then customer. 
  
  A resolution was made verbally yesterday that should resolve the problems with another piece of equipment that has not been used for some time. 
  
  Parts of the resolution are : 
  
  A remote tech will be in contact to troubleshoot. It's likely this is an issue that can be resolved remotely, but if not we will take further steps. 
  If this fails, we will send out a tech to resolve onsite.
  If the machine is deemed unrepairable onsite, then we will take the next steps to get things back up and running alternatively. 
  
  Our goal is to rebuild & repair a concerning relationship from a long-time repeat customer. We are amidst problem resolution now and are confident things will turn out well. 
  
  
  
  
  

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Crio DFX-9541WDT and 100% regret this purchase. This machine does not work as advertised online. Every single garment I did gets messed up after the first wash. I cannot sell anything made by this printer because it is very LOW QUALITY. I can guarantee the customer will be complaining about it. The customer service reps do ************ but will make it seem as if youre missing a step or doing sometime wrong thats why its not coming out right but I can ASSURE YOU Ive followed the directions given by them. Save your money and go with a different brand printer. THOUSANDS OF DOLLARS WASTED ON THIS GARBAGE. This product should not be sold because it does not work as advertised.

  

  Business Response

  Date: 03/04/2024

  We are sorry to hear about your struggles with the Crio printer. Crio white toner printers are used nationwide and offered by many dealers. This product has been sold globally by many dealers, with the *** brand name attached. Oki being a world-wide reputable brand of printer and toner manufacturing. 
  
  The technology of print, paper and toner has evolved over the years to create a great product. There must be some detail that is being missed causing washing to fail on every garment on the first wash. Support management will be notified of your struggles to get in touch with you. In the meantime here are some tips:
  

  - Be sure to test other brands of apparel. Some t-shirts are particularly low quality and don't wash well. This would be true of any way you decorated them, not just a Crio.
  
  - Use t-seal or a flexible finishing sheet. These help press the transfer into the fibers even more, improving wash.

  - Watch your humidity, as the seasons change so can humidity. Low humidity can cause issues with all types of commercial printers. Be sure to follow humidity instructions and get a humidifier if needed. 
  
  - Wait 24 hours before washing. This is true for all custom apparel decorating; it takes some time for adhesives to set it. Vinyl, Crio, etc et
  
  - Negative space. If you are transferring images with no negative space, there is no room for the water to move around during the wash. This can cause the garment to stretch and shift a lot. Be sure to incorporate areas of your print that don't have toner. This is also true for all types of apparel decoration.

  - Reduce the amount of toner. Sometimes the amount of toner can be higher if needed, thicker prints can be tough on cracking in general. This is true of all types of decorating apparel, not just white toner. 

  - Another way to improve longevity is to advise your customers to improve their was conditions. Washing inside out, lower temps and delicate drying improve the longevity of any apparel. 
  
  These are all ways to increase the quality of prints if your images or apparel isn't reaching your standards. Also, customers often ask us for samples before they purchase, which are at no charge. Even after receiving samples and washing, people continue with their purchases and successful businesses.
  
  The support team can help you get past your concerns and off to successful printing. The team here at ColDesi, our customers and Crio/Oki customers all over the world have shirts that have been washed many times and still look great. We can help you get past this and successful. This is just a matter of problem resolution and communication with our team, which they are happy to help. 

• Initial Complaint

  Date:12/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that when I bought this printer that it was a great printer and that I would be able to have over **** prints. I was told that the product would be soft to touch and that this would grow my small business. I have spent so much money on paper and now my printer has been sitting at least a year because the toner is so expensive. I bought this machine in June and was out of toner by September. The salesperson that gave me the false hope and misinformation wont even accept my calls. This is one of the worse purchases that I have ever made. Everything the sales lady said from the quality of the product to the toner being sufficient to last me at least **** prints did not happen. I even inquired about returning it and was told that I could not I spent over **** on this equipment and a heat press that had to already be replaced and was sent back a used one because the handle is already torn and broken. This company sells you false dreams and hopes. I am a mom that cannot afford to just lose thousand of dollars. And when I tried to go on the fb page to try to sell it to someone who make actually like the hard prints and having to rasterize to make it softer which makes the print look horrible I am banned from the group and comments deleted for telling the truth. My hope is just to sell this back to them so I can be able to go another route with a actually decent printer.

  

  Business Response

  Date: 01/08/2024

  Our team never likes to hear someone being disappointed about not being able to reach their goals. Estimates on how many prints can be achieved from a starter set of toner is always a challenge to answer. A set of toner could print hundreds or thousands of prints depending on the art and colors printed, for example 'black' uses a lot more toner than 'light yellow.' The art checked by our team showed it was a very high toner usage, which would yield a lower amount of prints than industry standards. We always look to represent the equipment with proper expectations. We have provided credit towards supplies to help this situation out ($495). We are always willing to work with customers on helping to understand how equipment works, along with transparency on the cost of supplies. All of the supplies for equipment are located on our supply store with pricing before purchase. 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21052057
  
  I am rejecting this response because:

  I spent my hard earned money trying to improve my way of life. The sales agent that I spoke with gave me misinformation throughout the entire time that I dealt with her. Now she got her commission Im sure and her life is moving along just great, with no regards to the fact that she does this very often to single parents trying to make a living. Now I do want to resolve this issue but I feel like because she mislead me until she got my funds, please understand I didnt finance I paid cash for this. So if you want to at least begin to make this right and you are not willing to refund me at least supply me with a full supply of toner so that I can at least start to make some money off of this equipment that I have. That total equals about $1400 and maybe gift me some paper for the inconvenience and then maybe I will fell like you are really trying to resolve this issue again considering I spent almost 8000.00 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/19/2024

  The ColDesi tagline is Achieving Dreams Together. The customers and staff at ColDesi are people just like you, trying to make the best of their life. This is why we do our best to educate our customers on what they are purchasing and the options available. We answer questions about cost-per-print in many videos and articles. One of our most comprehensive answers can be found in the Q&A section of all of our printers. e.g.  *********************************************. Specifically referencing this Q&A: one: ****************************************************************************************************************************************************
  
  As referenced in this answer, we discuss full toners, starter toners, cost per print and how industry standards estimate prints. In addition to this the software that comes with the printer estimates cost of toner and other consumables per print, the machine also provides an on-board estimate of how much toner is left. All of these tools are you help you make proper business decisions on the proper retail price of your goods so you can profit properly to refill your toner as needed.
  
  Since our goal is Achieve Dreams Together we have gone above normal standards and provided a $495 credit already, as mentioned in the previous reply.
  
  We value all of our customers business and we do our best to provide all the tools needed for success, however we cannot give away free product upon every request. Our team is here to continue to help with your success in many other ways including training, support and other education resources. 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21052057
  
  I am rejecting this response because:
  
  I am very frustrated at the fact that you think I would want to receive anything for free. Again Im at least $7000 in cash money, so you cant even begin to touch think anything is free. And just like you are a business I am a small business that was trying to better myself and my family and so I trusted your sales person *********************** for her expertise. And again even being starter toner she promise me way more prints than what I actually got. And I love how she answered my questions up until she got my money which is sure was great commission for her and her family and after I got the printer and everything went crazy and it took forever to receive items, then and I quote she didnt have an answer for me I needed to talk to sales. So from what I am understanding you would rather me have a printer here that I never got the full potential out of that is just sitting, than make it right and simply replace my toner. I even asked about you guys buying it back and so if it wasnt good enough for you to buy back and its your equipment please help me understand how you have my best interest at hand in any of this! And yes I tried to be civil and go this route and hope that you guys had some common decency in trying to make this right but all you can say and I quote is that you cant give stuff away free. This has blown my mind. And you said that you gave me a credit of $495 which does me absolutely no good considering the toner is $200 each and four is needed. So does that credit just sit there until maybe one day I can afford the rest of it. When at least if I can receive the toner I can start to at least see some of my return. Im sure you are seeing return daily from false advertising of these items. Again the person that I spoke to represented the company all wrong it was just about the money for her. The customer never mattered. Even once I received everything and called and talked to several people no one ever talked about prints and color and amount of color. You wouldn't even take it back after even after talking about a possible restocking fee. if you dont want  to take your own equipment back. How do you think this makes me feel. I wish I had seen the reviews in the better business bureau before I spent my hard earned money with you all. Achieving Dreams together your slogan should be Achieving dreams of taking your hard earned money and you achieve yours the best way you can 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business continues to sell equipment that is not reliable and the customer support is not knowledgeable about how to fix the equipment have have caused what was a minor problem to be a major problem. I have a Coldesi UVLED 600S, a UVLED 1200S and a DTG 4 - all of which are inoperable.

  

  Business Response

  Date: 12/26/2023

  We are sorry to read about these frustrations, especially after our team dedicating effort to help with the success of equipment. Based on ticket history it appears the issue has been located to the software not communicating properly with the equipment. We completely understand that our customers are busy (especially during the holidays.) One of the challenges we face is reaching customers and getting responses to troubleshooting requests. When time can be focused on troubleshooting, tickets close very fast. 
  
  Our team (and the software manufacturer) are ready to help with the success of these printers. The challenge is there are notes in the ticketing system have showed tickets have remained open for a longer than average time due to not being able to get in touch. Tickets from the manufacturer of the software also show a 'robo-killer' app to help block unwanted calls, unfortunately these have blocked the software manufacturers phone support team being able to get in touch. All of these small things are in no way to point blame, but they do slow down ticket closure and resolution times. 
  
  We incredibly value you as a customer and our team wants to help you get things resolved as quickly as possible. The key to successful support and troubleshooting is working together and proper communication. As a long-time customer, our team knows we have built a long-lasting relationship and want to continue this relationship by getting the equipment up-and-running swiftly. 

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a *************** **** printer and have had nothing but problems with it. We have had numerous support tickets with them. The last straw was there paper sticking to the shirt and the design lifting from the shirt. I have been on the phone with them and several emails back and forth with the managers. They are only willing to offer a small trade in amount on the equipment of $4,000.00 on a $14,000 dollar printer that is a year and half old and you have to burn tons of paper to get one print that is useable. One of there tech support managers I talk to on Friday told me that the paper is good for light colored garments only and that he is going to have his top tech support person contact me and video call to get it up and running and she did and she was a complete joke telling me that I need to ground my printer with an alligator clip to the side of the printer to a plastic case and also put a static mat under it that has rubber feet on it!! Also to go buy Copper tinsel and wave over the paper and the printer!!! I know I'm not the only one that is having these issues I have talked to several other people and they are all having the same issues as me and this company still screws people out of there money! All I want is my wasted money back and they can have this paper weight back.I have been apart of there ************** and have posted and it gets deleted from them because they don't want anyone to know how many people are unhappy with there equipment all I want is them to pay the loan off and give me back the money i have put into this thing.

  

  Business Response

  Date: 11/28/2023

  Our team is currently working on this case. Based on ticket notes from 11/17 some free transfer paper was sent to help with further testing. It appears at this point one major concern is the humidity level in the room. Notes indicate the machine is being operated at 23% humidity, this is well below the needed operating humidity for success. The team also recommended anti-static mats which also can help. Low humidity causes many printing issues and increases static. We will continue to work together in order to gain successful prints and optimize environmental conditions ideal for printing. Our goal is successful use of the printer and our team is happy to help along with that success. 

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20889864
  
  I am rejecting this response because:

  if it was caused by Humidity then why is there people that have 40% humidity and are having the same issues i am and if the static **** is what is required then why wasnt it sold to me in the first place and was told about it in the start of this and aslo as per your tech support i was told only white adult shirts was all i could use  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/01/2023

  Thank you for your response and our team would like to continue to work through this process with you. There are a couple of notes based on the picture and comment. 
  
   - The image provided appears to be using 'one step' paper, this product per the product page "Not recommended for dark garments. Not recommended for high saturation of white toner. EZ Peel OneStep Transfer Paper is ideal for light colored garments, faster production & reduced cost per transfer sheet." - For garments where you would want to have better opacity of the print, we would recommend the two step paper. One thing that is very important to understand are the different types of paper and their purposes.   The clear paper that requires a 'marry' step is what is recommended for the best results, especially on greys and other darker colors. The white paper called 'one-step' is recommended for very light colors or white.

  
  - In regards to humidity and performance. Environmental conditions can vary greatly and its the goal of our team to step-by-step diagnose issues.  Humidity at the bare minimum 40% doesn't necessarily mean other factors aren't involved. Our team is happy to continue to work through all of the potential issues and get you successful printing. Toner printers are popular and from time-to-time we run into conditions that require more support. Our team is standing by to continue this support. Humidity recommendations are important for many reasons, which is why it is a go-to recommendation. 

  - A static mat is not always required and therefore only recommended if certain conditions are apparent in the printing environment. This is part of the step-by-step troubleshooting our team goes through when a customer has struggles. 

  We are here to help and want to continue to walk through how to get successful and consistent prints. Support management is aware of the tickets involved and prepared to help. We have also reached out to the manufacturer to get some direct support from them as well. Our goal is successful prints. 

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20889864
  
  I am rejecting this response because:

  Well since we have been going back and forth and we are doing everything that your tech support has had us to do and even had a call with the manufature of the printer and we still arnt getting good results 2 out of 5 shirts isnt very protifable and you all blame it on everything other then the product its self just like now your tech support is blaming it on the butcher paper now where does it end i mean when is enough enough it just baffles me 

  i feel like you all are just stringing me along and im saying enough is enough attched is another picture of a shirt we did with your tech support and now she is saying quote " Mistakes Happen to the best of us." come on now im in one shirt ***** and its still now able to give to the customer 

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 12/15/2023

  Our team is committed to your success with our printing equipment, and we understand that navigating challenges is part of the process. To this end, we offer complimentary one-on-one training with our skilled instructor to help overcome any difficulties you're facing. It's essential to use the right supplies and paper types, as unsuitable materials like butcher paper may cause issueswe do not recommend such alternatives.
  
  Our extensive testing has enabled us to identify suitable papers that perform well with your printer and this process. Rest assured, we are invested in your success and are eager to provide the additional support you may need.
  
  Upon reviewing your support history, it's clear that most inquiries have centered around using the print optimizer and related "how-to" questions. Others involved PC or internet connectivity and procedural queries. While we can efficiently assist with process and software usage questions, our ability to address PC-specific or environmental challenges is limited.
  
  Moreover, to ensure comprehensive support, we engaged the **** manufacturer to confirm your machine's functionality, and they verified its proper operation.
  
  Please inform us how we can continue to support you and arrange the additional training meant to enhance your proficiency.

• Initial Complaint

  Date:11/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a ************** **** White ***** Printer on 1/26/2023. Despite many, many support tickets and fruitless conversations with the technical support team, we cannot make this printer work. Between wasted paper and many hours of wasted time, lost sales, and concessions to upset customers we have lost thousands more than this printer cost us. We paid $18,134.93 through a finance company so we are making payments on this machine that will not reliably produce a sellable product. I have asked for a refund and return of this equipment but it was refused and I was told I should consider trading it back in to them. This printer that we bought was used and one year old so Im betting this happened to the previous owner as well. I have a friend in a similar business halfway across the country and he purchased a similar machine from them and is also having the same results and fighting the same story, no one else is having this problem that we are. I have been denied access to their ************** and he has been censored for asking if anyone else is having trouble. This company has a product that does not work and is scamming their customers and suppressing bad reviews. There are many similar complaints lodged here in the past with the BBB. Its time to stop this companys shady tactics and make their customers whole. We want a refund in the amount necessary to pay off our finance company and for ColDesi to pick up this printer along with all remaining supplies and take it back as it is non-functioning and useless to us.

  

  Business Response

  Date: 11/28/2023

  Our team would like to help resolve any issues with this printer. This printer is globally one of the most popular models and manufactured by a leader in the printing industry. Generally speaking, when there are challenged with this printer there is a need for additional customer training or insights into operating conditions (temp, humidity,etc.) We can help with these. 
  
  When reviewing the attached document our system does not show tickets associated with the email or phone, so we would like to clarify if there is a different email, phone, employee etc that opened tickets?  This can better help us look into a proper resolution. If we can locate the tickets, we can better dive into resolution. Our goal is always resolution and success. 
  
  Lastly, there is mention of a *************** We operate over a dozen groups and pages on ********* all of them having rules that have to be followed. When a moderator sees a rule violation, they are instructed to remove someone from the group. We do our best to communicate this upon group entry. When managing large groups on ********* we are faced with many challenges to keep a group that brings success to its members.  If someone reaches out to our team to contest being removed from a group, we are always happy to investigate. From time to time someone is removed and brought back in. Ultimately, our goal is to help customers succeed and create positive groups online where people can share success with their business and learn from each others mistakes. 

  

  Business Response

  Date: 12/01/2023

  Update:

  Our team was able to locate Tickets under *********************** not ****************************

  Last ticket was closed in April.

  We asked for a video of marrying technique and provided instruction, which was replied as, I am sorry but this explanation is not a satisfactory answer in my opinion, I thank you for your "support"...  "

  We also asked for the graphic that was trying to be printed so that we could do a video, this was not provided. The tech reached out 2 more times via email and left a VM with no response.

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a direct to garment G4 from this company in August 2022. Within 90 days we started to experience printhead clogs, malfunctioning software, faulty white cartridges and unusable DTF transfer paper. Spent over $2k in white toner cartridges and later discovered that Coldesi improperly stored the white ink in barrels in improper temperatures causing clumpy white ink which in turn causes clogged print heads. After numerous emails and support calls and wasted time and thousands of dollars in loss business I called the lease company and return the G4. Now I am stuck owing thousands of dollars on a terminated lease.

  

  Business Response

  Date: 11/17/2023

  We have investigated into this concern as equipment operation and success is very important to our team. We do not have a record of support tickets regarding this situation in a year. If there are issues that need to be resolved, we are always happy to help by opening up a ticket with our agents and going through troubleshooting.
  
  Further, there are no records of ink being improperly stored that would have cause any printer issues, this information would not have been provided by our team. We would make an assumption that this was a rumor being shared and not fact. Our team takes great care in storing consumable products. If there was an issue with a printer due to a consumable sold by our store, this should be brought up to our team so we can help resolve the issue. However, there is no record this was communicated to us. We have attempted to reach out 3 times since this complaint was issued to the BBB without success. Our team is happy to discuss the matter and help get things back on the right track. 

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20840348
  
  I am rejecting this response because after repeated attempts to resolve the print head issues I returned the equipment.  I purchased three sets of white ink and all ink was bad causing my company to lose thousands of dollars. The *** machine did not perform as we were led to believe. I spent several hours on the phone with **** to resolve the issues. It was required to run white ink continuously and caused a lot of lost and wasted white ink.  
  

  I couldnt afford the $750 lease payment on a worthless machine. It caused a lot of anxiety and undue stress. Being a combat veteran I seek out peace and quiet unfortunately the G4 caused a great deal of PTSD & anxiety.  This is not the first machine I purchased from Coldesi whereas the machine did not perform as promised  I ended up selling the *** as well  

  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/28/2023

  We never want to cause undue stress to our customers due to a lack of equipment performance. Our organization has many veteran employees and customers, we appreciate all they have done.
  
  Upon review of the tickets, we cannot find any notes that bad ink caused print head clogs. Our team takes great care in ink storage,expiration dates, etc. We pride ourselves on taking better care of ink than many others we have witnessed in the industry.  There are many things that can cause a clogged print head (maintenance issues, head strikes, environmental conditions and more), yet bad ink is not currently in any ticket on the owned machine.   In cases were a faulty supply from ColDesi was given to a customer, we would have fixed that issue. We regretfully read that this equipment was sold and was not made into the dream desired.
  
  Management has reviewed this case and we will be looking to consistently improve communication with our customers to maximize success. Our team also investigated for any bad ink batches and did not find any in association with this case. 

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was factually misled in relation to the advertised reliability, minimum functioning output, troubleshooting time required (outside normal maintenance) to get the 3 Coldesi G4 DTG machines to function as advertised and promised.I spent an initial 9 months, documented, troubleshooting our original, generation 1, ColDesi **** G4 DTG printer, just to get it to function as advertised, which it did not on any consistent basis, without constant months of troubleshooting, shown through the numerous tickets, documented videos, ColDesi tech responses, phone call notes, and conversations with ColDesis engineer, who, after my initial 9 months of loss of income, incurred debts, loss of business tied directly to the promise of the G4 output being able to handle the demand of my orders, promised all issues had been fixed as per my generation 1 G4 and what ColDesi learned from my 9 months of unexpected, undesired, never should have occurred, mounting losses tied to the false promise we could rely on the G4 for our business orders. I was told I could rely on the G4 for my business orders, which was factually false. After the initial year, including the 9 months of troubleshooting our original G4, in order to ensure I was not caught in the same situation, which was hurting our business greatly, affecting our relationships with marketplace platforms, after being promised all issues were fixed on newer machines, as well as our original being refurbished, I subsequently financed another G4, and then bought a 3rd G4, feeling the mounting pressure to have backups because of the experiences with the generation 1 G4, as well as having already spent hundreds of documented hours troubleshooting the original G4, where I was ensured that I'd be able to keep production going and meet the demand of our orders through the output of these 3 G4s. This was, again, a false hope.I've gone above and beyond with false promises, factually innacuracies given on the advertised output of our 3 G4s.

  

  Business Response

  Date: 11/17/2023

  The ColDesi team is always disappointed to hear about any issues our customers face with their printers. One of the greatest compliments we receive is when customers purchase multiple pieces of equipment from us over time. In this case, 4 printers were purchased over the course of 3 years, despite the many options available on the market.Returning to us time and again demonstrates that we have provided quality equipment and support, we have supported that equipment effectively, retaining you as a loyal customer. Everyone has purchased a brand of product and been unsatisfied, only to never purchase that brand again. When customers return to purchase more, over many years, it shows they find value in the product to repeat the same decision.
  
  Our records indicate that we have resolved all open warranty claims for your printers and, on multiple occasions, have gone beyond our obligations to assist with non-warranty maintenance-related concerns. We want to reassure you that addressing these matters has been of utmost importance to us. Our team makes an ongoing effort to provide attention to details and improve processes so we can help keep printers running well.  If you have a current warranty claim that has not been handled, we stand by to help.
  
  We also want to emphasize the critical role that regular maintenance plays in the performance and reliability of our machines. **************'s notes indicate that maintenance procedures provided by our team were not properly followed,which has been noted on multiple occasions.
  
  We understand that in the printing business, the functionality of the equipment is crucial. Thats why we equip our customers with the necessary training and resources to perform regular maintenance, ensuring that our printers operate at their best. For 3 years, this equipment has operated successfully, and our team has always been willing to help continue this success in a reasonable manner.Often, our team has followed up on support requests with multiple attempts without any response. Our customers ask for timely responses to requests, and communicating back to us is equally important in achieving goals. We wish you continued success and hope to resolve any issues within reason.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 20839594
  
  I am rejecting this response because:

  I reject this response, If only that were true. Such a compliment is entirely misplaced and should go to me for showing good faith to the promises I was fed for 3 long, damaging and exhausting years, which turned out to be factually wrong and misleading. The product did not, does not, nor has any of my 3 G4s ever come close to the advertised output promised (fully documented), resulting in ongoing damages and losses to our business, with the only saving ***** being my tenaciousness, willingness to keep trying, and going extremely above and beyond in patience and good faith that what I was being told would solve issues, ultimately getting another loan to finance a 4th machine (in good faith still, extreme patience) a DTF machine to switch fully over to that type of production, as the last attempt to save my business from the nightmare and mounting losses and damages from the misleading, falsely advertised output of the G4 by ColDesi.
  
  Machines "so good" that ColDesi threatened their customer, on multiple occasions, to sign agreements to not talk about their issues or face not being helped or give repair options on their machines. Machines, so good", Coldesi quickly removed me and lied about it, from the ******** support group specifically setup for G4 owners in 2020, just because I was needing help, and not getting it from the overworked, understaffed for number of units sold (the evidence is mounting, and Im gathering it) with our problematic (documented and agreed to by head engineer *****) G4. Products "so good", numerous G4 owners reached out to me (growing each week) because ColDesi would not answer their tickets, blame the customer, or make them feel like they were the incompetant ones, making them feel afraid to reach out for support. 
  
  I was fully taken advantage of, and your response just now, proves the arrogance and dismissive nature of ColDesi, in my opinion, to paying clients struggling with their product, a product which ***** has admitted (documented) is more or less being phased out.
  
  I felt forced to buy two more G4s, after all, I was told, it was a DTG kit that my business could rely on, so surely three could handle a few hundred orders per day? Right? To ensure wed never have the experiences we had with our first G4 for nine, full hellish months, with a below ~7% reliability rate those initial nine months, scrambling to outsource our orders, each and every time we fired up the G4, errors, more errors, our going above and beyond by force, forced to troubleshoot (separate from maintenance) hundreds of documented hours without success due to the poor parts, errors, misaligned metal, non-fitting platen toppers, ink cartridges that will not register, more errors, random prints ejecting mid print, USB errors, more errors, hours just to get a cartridge to read, etc.. never coming close to the advertised output of the machine, so rather than be caught without production, under the promises that our original G4 (a legal standing in itself), which I was told, our nine months helped Coldesi fix all the problems our original G4 had (I have the documented tickets, phone call notes from ***** & *****, and video documentation of all of it), I was told these new ones were without those issues (all factually false).
  
  I took out loans to offset losses directly tied to our G4 (documented). I was promised things were fixed, and to never get caught in such a situation I bought 2 more, fully trusting in good faith that the issues were resolved, which was a costly mistake, putting us years behind, hundreds of thousands in damages and added costs, believing the promises given from ColDesi sales team, head engineer, and COO. 
  
  It is arrogance, in my opinion, to insinuate buying 4 machines proves the opposite. Such arrogance, in my opinion, is felt by not just me, but numerous G4 owners.
  
  Furthermore, the 4th machine is absolute evidence of my being forced to move away from the G4 entirely, and into DTF, as it is an entirely different machine and process, documented where I felt forced to this solution to save our business from the damages of false advertising of the G4s, and trusting what I was told we could rely on them. 
  Above and beyond? Do you mean under threat and coercion to remove my very fair ******* video review, with tens of thousands of views, and multiple G4 owners reaching out privately to me, experiencing the same things, or they wont repair and honor warranties? Or was the above and beyond ***** claimed again and again, by holding my, still under warranty G4 hostage, until I agreed to sign a non-disparagement agreement, which is ridiculous, as Ive hired people to look at my video reviews, and the accusations by *****, of attacking Coldesi are all factually false.
  Oh really? When ColDesi actually responds (documented months of not responding to requests for safety switch parts, putting us in danger on ColDesi machines), and many times weeks after multiple requests (so many G4 owners have now shared their tickets openly with each other, its getting ridiculous), clients feel so frustrated to be down yet again, that they no longer feel confident that ColDesi will be able to resolve things, and will make them feel stupid again, threaten them, blame them, or tell them in round about ways, tough luck. Its issues that happen so much, that after years, and numerous hours of troubleshooting (not maintenance) the naive responses in tickets, taking hours to troubleshoot again and again, is no longer worth the expense and time, only to have the machine go down again. So we leave them running with cleaner cartridges, unable to use them as advertised, only doing required maintenance shown in training videos, out of respect and fiduciary to the finance companies.
  I think what you meant to say here, in my opinion, is "we noted, on multiple occasions, your client showed our staff how their training videos were off, missing things, misleading, or missing altogether, and how your client paid the price to teach us about the failing of our G4 machines. 
  ColDesi Has not resolved the matters with our ColDesi ******* machines to any satisfactory outcome.
  

  Sincerely,
  

  
  *********************

  

  Business Response

  Date: 02/16/2024

  At ColDesi, delivering exceptional customer service is at the heart of what we do.
  
  We've taken extraordinary steps to address your feedback, involving leadership at every level and surpassing the expectations set by our warranty terms. Our team has consistently approved measures to help with issues that exceed obligations. 
  
  While we acknowledge the challenges in fully meeting every expectation, our confidence in the quality of our support and commitment remains strong. 

  We are steadfast in our promise to provide reliable support and uphold our warranty commitments. Your feedback is valuable to us, and we remain open to continuing the conversation to explore positive pathways forward.

  
  

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 20839594
  
  I am rejecting this response because: ColDesi is on full damage control early on. The moment I had issues with my original G4, I was banned without question or notice from the "support" *************** where I could have found others to help, as most techincians have proven to be mostly clueless as to what really needs to be fixed or addressed, wasting valuable time for years now,  proven by only having the best resolutions while working hands on with one of two engineers, ***** or *******.
  
  If this wasn't enough, your machines do not work as advertised. I paid premium for machines that hurt our business. I've documented it all. I have literaly hundreds of hours of footage now, documenting so much of it, i should have been paid just for the part time (full time some months, yes months) of troubleshooting these machines (not maintenance).
  
  I am not alone in this! There is now a growing number of ColDesi machine owners gathering together (a few dozens now), specifically G4 owners who have been ignored, dismissed, belittled, all with machines that do not, nor have they ever worked as promised or advertised, many of which are still financed being paid for.
  
  Your responses are insulting. Your legal response to me was a slap in the face insinuating how much our having bought 4 machines proves how good they are. Such arrogance while stating just now you went above and beyond.
  
  Your management is good at what they do, stating ColDesi goes above and beyond, while manipulating and cooercing you to stop "disparaging" ColDesi (a false ad hominem attack playing on emotions, while ignoring the disparaging and damages of their clients' businesses from using their machines) - when the only disparaging going on is your own machines and actions taken on paying customers. I could have been a great advocate, but you smeared our family business for 3 long years through the mud with your machines while holding both our business orders and actual machine repair hostage unless we bowed to your demands to not talk about how bad they were online. That time has passed now. You will reap what you sew, and I'm not alone, which has been the only healing part in this all. "It wasn't just me!" is what I'm hearing too much from other G4 owners who some of your staff belittled and tried to blame it on.
  
  Your response is rejected, the only one who went above and beyond in these matters are the customers, us in this case. I'm not alone, we are dozens now, and will make sure others avoid the costly mistake of using ColDesi brand for their DTG and over priced DTF printing needs.Your sales team mislead us entirely, hurting our business now into the hudnreds of thousands of losses tied to your branded machines and (come to find out) overpriced basic DTF model, which I found we paid upwards of 5 times more than we should have for the model you gave us, which is limping at best.
  
  Sincerely,
  
  *********************