ComplaintsforUI Digital, Inc.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the printer on July 17th from swing designs. I have had nothing but issues from the start. I have attempted multiple times to reach out to customer support via phone call and email with no response. Swing design says its Uninet I need to speak to. I spoke with them. And I was very understanding. They stated they were short staffed. I did every thing requested . No response. I sent numerous emails no response. Finally I sent an email stating I would be contacting the BBB and received a response 4 hours later. How coincidental. They stated my printer had water damage. Which they never saw my printer nor how would it when its in a room alone. With no liquids. Unless it was sold to me that way. It makes no sense. I requested a response as to how they are getting this. And again nothing. I feel it was just an excuse to steal my 4500$ and not help fix the problem. I have tried everything to be respectful , but unfortunately why would I pay 4575$ for a machine I cant use. And am asking for them to fix. Or at least acknowledge me to help me fix it. I wasnt requesting a refund. A replacement would be fine as well. But. Yet still no response.

  Business response

  02/01/2024

  Our technical staff will always try and diagnose a problem virtually for a customer before having the printer sent in, which will end up in additional down time. In having back and forth communication with the customer, it was diagnosed that there was liquid damage, meaning ink, from the pictures sent over. This did not mean that it was water damage, which could be easily confused.   While we did not answer the customer within 24 hours upon each correspondence (our requested time allowance), it is very unusual on how we operate, but we were unfortunately quite short staffed due to illnesses. The customer was understanding in this aspect. We have requested to have the printer sent in, on our companies cost, to be repaired by our technicians. We will always do our best to satisfy the customer and will continue to do so for this one as well. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought the Uninet 100 DTF machine on October 12, 2023 for $4,675.00 with interest rate of *****%, totaling $5290.07. I have had issues with this printer since day one, i have email record to the support team about all of them. I technically bought it through ************ but they said for any support to go through Unitnet/iColor. I tried to return it and Swing refused. After lots of back and forth, iColor sent me a new print head but said after that, I would have to buy any more. Having issues again and they are giving me the run around again. Printing just fine but a few spots on my nozzle check. Their solution was to do a flushing. After following all the steps they said, my printer now doest print any color, its completely clogged. It printed just fine before they had me do that! They are now trying to say its normal to replace the print head every few months depending on how many prints you do. I am a work out of my house, make a few shirts for friends business. Maybe 50 shirts a month. This is not normal wear. This is them telling me what to do with it and purposely making me have to buy a new printhead for $600 so they make more money! Tried to call today about them replacing it and they put me on hold, said that director was busy and would call/email me back. tried to hang up before even getting my information. Then got an email from someone else i had been talking to saying the director was out today because he was sick. Makes no sense. They are a joke and i want my money back! Ill be happy to return the machine, or for them just to send me a replacement print head so I'm not out another $600!

  Business response

  01/24/2024

  A few weeks after customer purchased the printer, it was found the print head was clogged. This resulted from not using the printer every day, which is a known must in DTF printing. We sent the customer a  curtsey one time free print head. Print heads are considered a consumable and has a Dead on Arrival warranty only. The replacement head was shipped out 10/30/23.

  
  On 1/11, customer contacted us saying the nozzle checks were not perfect. We worked with her to run normal and strong head cleans, plus strong ink charges.The same nozzles still showed clogging issues, which typically means there is dried ink inside. The industry standard process at that point is to remove and flush the head with cleaning solution which is what we instructed her to do.Unfortunately, this didn't help. In speaking with the customer on 1/23/24, we are sending our extreme cleaning fluid at no charge in hopes to get the print head running again. 
  
  Our team has worked with the customer diligently and promptly, but unfortunately,this is due to the printer not being maintained as instructed. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Request for Immediate Resolution: Defective *** Printer and Inadequate Technical Support To Whom It May ********* am writing to file a formal complaint against Uninet for the issues related to a *** printer I purchased for my small business. As an experienced professional in this industry, I bought this printer to expand my business capabilities.I purchased the *** printer in November 2023 and it was delivered to me on November 21st. The printer, costing over $4,000, was opened during my onboarding on December 18th, as per the warranty stipulations. Upon onboarding, I discovered a significant defect: ink was spilling from the bottom of the ink tank.I immediately sought assistance from your technical support team. Over the course of this weeks, Dec 22nd, I have exchanged more than 38 messages with your team, yet no effective solution has been provided. The guidance I received was often irrelevant, including videos for a different printer model that did not match mine. Despite my repeated requests for a more direct and personalized approach, such as a phone call or a Zoom meeting, I have only received emails. This lack of proper support is unacceptable, especially for a high-value item.This ongoing issue has caused considerable stress, operational disruptions, and cash flow problems for my business. The inability to use the printer has hindered my business expansion and affected my livelihood.Given the severity of the issue and its impact on my business, I urgently request a satisfactory resolution. This includes either a full refund, a replacement printer, or immediate and competent technical support to resolve the issue.I had expected Uninet to provide a product that meets the standards promised and to support it with adequate customer service. The lack of proper response and resolution is not only disappointing but also damaging to my business. I hope for a prompt and positive response to this complaint.************************** - *********************

  Customer response

  12/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************************
  
  
  
   
  
  

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Uninet IColor 560 on 01/21/2022, as of 04/21/22, I have swapped 25 emails with tech support. Printer is rolling bottom third of transfer, leaving tiny pieces out of print, using excessive toners, not mirroring images as selected. First fix they offered was it was my anti-virus. second was my heat press, third was unable to exsimate toner usage. They have offered little help, and excuses of it bing everything except an answer to fix issue. Why was my heat press doing them correctly until **** had me uninstall my anti-virus and their software. Since purchase, I've had to replace 3 of the 4 cartridges $495.00 (White), $229.00 (Yellow), $229.00 (Megenta) at a ridiculous price. It has ruined 40 to 50 prints, and that is well over $100. I paid almost $4000 for this printer, spent over $1000 on toners and transfers already because it isn't working correctly. **** REFUSED to answer questions, or claimed there wasn't an answer. After asking would they at the very least replace the errored transfers and replace the starter cartridges, he wouldn't answer. I'm asking they replace printer (without down time), 4 color toners, and 1 box of the 2 step transfers (100 ct.)

  Business response

  04/29/2022

  Our support team has been in contact with said customers over a period of time. Each correspondence was responded to in a timely manner. On the initial email to the customer, he was advise to remove any antivirus software on this computer. This is stated on our quick start guide and user manual, which are both provided with the printer. The software and antivirus do not work well together. The customer did not remove the software as advised, which was the start of his issues. Customer also claimed his prints were not mirroring. This is also referred to as reverse printing. Our technical support team reviewed with customer and the prints were in fact mirroring. The make sure his issue was fully resolved, the technician requested the customer to finish the process by pressing the completed image on the shirt, which concluded with satisfactory results. The customer was also unhappy that the printer came with "starter cartridges", which is a common standard manufacturing trend. 

   

  The customer has been very difficult to work with as our technical team continued to keep our professional demeanor. The customer has called our company a "monopoly" on the toner cartridges. These cartridges do bare a cost, but there is little profit on these for the company. Customer is informed up front prior to purchase. The customer has repeatedly insulted our technicians. When the technician's asked the customer questions or requested pictures to better help resolve issues, the customer ignored these requests or would send irrelevant pictures. After badgering and insulting our technician's, our technical director had to step in to help. He had requested that if the customer wanted to continue to receive support, he would need to keep his comments support oriented only and avoid using derogatory comments towards our technicians. We were then notified an hour later this complaint has been filed with the BBB. Please find attached the support ticket correspondences. Phone recordings can be pulled upon request. 

  Customer response

  04/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did infact take the anti-virus off my PC onthe 21st when **** (tech support) told me to uninstall the anti-virus and the ProRip software and once I did that, to re-install the ProRip software. Until someone purchases the Uninet IColor printer, NO ONE stated you had to use a certain type of press, you couldn't run anti-virus, and that you needed to stand at printer and remove each printed transfer so that they wouldn't curl. Yes, I got upset because after 30 emails swapped, nothing has changed. I sent pics of every pic that was asked of me. **** kept asking same questions over and over and I kept answering them. As I told hiome the curling had been happening from the start and only happened occionally. All were thrown away because they would not marry without leaving sections off. Then he tried to say the humitidy was the issue, and I have a whole home humidifier and it stays between 50 and 60 24/7. Yes they have a monopoly on the toners and the transfers, No ONe else sells them except IColor. They charge $229 for the color Cartridges, and $495 for the White cartridges. They charge $219 for 100 2 step transfers. I stated to **** that printer had ruined around 40 or so since the start. I asked him if they would replace those and he wouldn't ever answer. I also asked how long the starter cartrides would last and he said they don't know. They are the only ones that make them. They know how long the others last, why don't they know about the ones that come in the printer when purchased. I've spoke with 4 nusinesses that sell this Printer and they stated should last a minimum 500 and with 70% to 85% coverage around 700. My Yellow starter last 175, magenta lasted about 200, and the cyan has printed 275 and the light came on to replace. I told him a couple days ago that the cyan showed it had at least 60% left and then after printing 35 4 x 10 prints it is out. Until someone buys this printer, they don't tell anything about what all you need. ALL I'm asking is to replace some of the errored prints and at the very least discount 1 set of cartridges to make up for these running out approx 300 to 500 transfer short. As for all the stuff **** stated, all I said is that after all the mails and excuses he was incompentant. I have a copy of every email sent and received. **** also forgot to state that I appologized for saying he was incompentant. All I have received basically excuses on trying to fix the issue. And yes the mirroring was messing up. Regardless if mirror button was lit up blue, it was still not mirroring image. I unpluged printer and restarted it and then it went to printing the image correctly. Insted of Uninet giving excuses and blaming my heat press, anti-virus, humidity, time of day, color of the sky and anything else they can come up with, and fix the issue or replace it. When someone spends $4000 for a printer and only having it for 3 months they expect answers not excuses. Up to them what they want to do, butuntil they resolve and replace it's not over.

   

   

   

   

  
  
  
  
  
   
  

  Business response

  05/02/2022

  As the customer purchased this printer from one of our dealers, we have no idea what conversations took place before he reached out to us. It is well known throughout the industry that clam shell presses that he purchased do not work well in any white toner transfer system. We have many dealers in the USA and worldwide that sell supplies for our printers, same as any other printer company. He seems very upset with his sales person, but again he purchased the printer from an independently owned dealer, not Uninet. We have no way to know what was and wasnt said between him and the dealer, so we are trying to work with what we know and ask questions to rule out all issues. The dealer who the customer bought the printer from is very versed in white toner printing though and has an excellent reputation.

  
  The customer wanted to know specifically what yield he could expect from his cartridges and thats something we cannot predict. It all depends on the amount of coverage per page printed. Some people print multiple company logos on a page, some print very large solid images with little negative space (no toner used).  The first user will get more pages per cartridge than the second, but even then it depends on the amount of coverage for each color printed. All consumables for all our printers come with a "dead on arrival" warranty only.  Because of the wide varied customers use, we do not guarantee any kind of yield as. There are various factors that go into computing this.
  
   None of the items my tech ****** up was an excuse, all are valid questions in trying to help the customer. There could be various reasons for his issue.  Humidity plays a huge factor in white toner transfer. Most people do not have environments where both temp and humidity is maintained. We ask questions in trying to find the problem or eliminate things as potential issues that could be causing a problem. We are troubleshooting remotely, so questions pictures and videos are what we use as tools. We were not making excuses, we were trying to find out what was happening. The Tech needs to ask each one to rule out, but in order to do so, answers need to be responded to as well some tests to be completed (I.E. sending a test print)
  
  The past pictures sent of the curl the customer is complaining about showed minimal curl and is normal. It does not interfere with marrying the printed sheets to adhesive or onto the garment at all. When this was stated, the customer then said that the picture sent wasnt nearly as bad, that most are much worse. When I asked for pictures of that, there has been no response since. As of right now other than him not being happy with the printer coming with starter cartridges, (all laser toner printers do), thinking we have a monopoly when we have many independently owned dealers where supplies can be purchased, the only actual issue there might be is the curled paper, but we have yet to see a picture of a printed sheet that had any kind of excessive curl that could cause an issue. We are helping the best we can, but we need feedback from the customer in order to continue to offer our support. The answers need to actually fit the question and we need the customer to work with our support team. We believe with this recipe, the customer will be satisfied and the issues will be resolved. 

  Customer response

  05/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Until the issue is resolved, I won't accept their offer. I will continue to swap emails and send necessary pictures to get this resolved. As for humidity, I have told them 4 times now, that I have a whole home humidifier and it stays between ***** 24hours a day 365 days a year. As for the starter cartridges, they know that the model 560 only prints up to the A4 transfers. I also stated to them full color prints on 85% of each transfer, approx how many would they print. If they know about how many the full version of the cartridges last, why don't they know a ballpark range on the starter? I know about how many printed designs, sublimation designs, vinyl designs I can do to give my customers an approx time. I'm haven't ask for an exact amount, all I've ask for is a ballpark estimate. I also stated as above. I purchased the printer from ********* in *******,**. and NO they never mentioned I couldn't use the $800 heat press I have. Neither did ********** Nation tell me that their signature press wouldn't work for the IColor 560, when I talked with them about pressing, vinyl, sublimation, screen prints, and YES toner prints. So I guess heatpressnation, and uscutter, don't know either. Humidity was never mentioned from either of the dealers I just mentioned about any type of vinyl, sublimation, screen prints, toner printers, or DTG printers. It's amazing, the Sawgrass knows their sublimation printers inside out and can tell you how many prints for each cartridge, as can Epson. Stahls, and Siser can tell you exactly how many "X" x "y" size designs I can get out of a roll of Vinyl. Speedball can tell me how far their inks will go. However Uninet can't even give a ballpark answer. YES I'm highly upset that I buy a $4000 printer, and have already had to purchase almost $1400 worth of toner, 1-black, 1-white, 1-yellow, 1- magenta, and 1-cyan) and lost 40+ transfers out of 250 prints at a cost of $2.89 each) ALL in less than 3 months use. That would upset anyone. Ever question I have asked, I couldn't an answer, or at least a straight answer. Everything asked about error was pointed to everything except the printer itself. First it was my anti-virus, so now its ininstalled, then it was humity, until I stated I had the humidifier, then it was heat press, then this, and that, but NEVER the printer itself. Regardless where the toner and transfers are purchased, it still is Uninet brand, and no other brands can be purchased at a lower price, so YES you have the monopoly on those products. The price is the same purchased off your website as the price is at USCutter, and ********** Nation. I purchase most from USCutter because they have a warehouse less than 90 miles from me and I can get it delivered in 1 to  2 days or drive to and from in same day.Due to my health, I've had to cut back on work and it's only me that's operating the business 90% of the time and I only average around 150 tshirts a month. That's why I've only printed 250 or so in the 3 month period. I purchased the printer to help make work easier and hopefully be to do only Toner designs. The ones that come out correctly, are amazing and customers love them. I just can't understand why it does perfect for 9 or 10 in a roll then out of the blue mess up 1 or 2 when they were all printed the same way. No issues for the first 50 or so, and NEVER an issue with the anti-virus for the first 2 months and 3 weeks, and I still don't belive that it had anything to do with the issues because it's still happening and it's uninstalled. Same with heat press. It's something to do with printer and it needs to be replaced as does the tablespoon full starter cartridges.

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

• Initial Complaint

  08/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a printer for my business is December 2020, with in a. few weeks it was broken and needed to be replaced because of a manufacturing issue. I waited weeks for a new printer to arrive. After having the second printer for a few months, another manufacturing issue came up. I reached out to Uninet and spoke to two different people in the tech department. I was assured someone would call me back the same day. I also sent an email. No one called me back and after a week of waiting, I asked for a refund due to the lack of support and the printer being unreliable. I was told to return it and it would be REPLACED. When I emailed a week later for an update, I was told it was being repaired and it would be on its way back to me in a "few days". *************************************** answer to emails I have sent asking for an update. This printer was over $2000 and if I don't have a working printer, I can't get my orders our or run my business.

  Business response

  08/13/2021

  ******* initially had a printer, which had an issue and contacted us on 01/18/21. She had requested a replacement on that day. We unfortunately did not have a replacement for her until 01/29/21 as there was a shortage due to Covid. There was no issues communicated about this printer until 06/30/21. 

  A few months later, ******* opened aticket on 06/30/21 in regards to a carrier stall error on this new machine.  She stated shehad called us the previous week and was told someone would call her the nextday. That is not our policy for our company. When you call for support, we help right withwhatever is needed. Our technical director ********************* apologized for no one contacting her just to placate her.

  Mike offeredto send out a return shipping label at our company's expense, which he did on 07/2/21. Per our warranty it is the usersresponsibility to return a product to us at their expense , but we didnt enforce that .******* did not return the printer for almost a month. ******* lives in long island, where we are located and it should have been a 1 day ship. It was received to our warehouse on 07/27/21. The printer was looked at the next day on 07/28/21.

  After review of the printer, **** was not able to resolve the issue so he contacted the factory technical support directly. After a few messages back and forth, the factory agreed to take a look and repair it at their factory. The printer was sent to their factory on 07/29/21 when they sent us a shipping label. Due to the location and presumably Covid, the company did not receive the printer until 08/9/21. The factory repaired the printer and sent back out to us on 08/11/21. At the time of this writing, we have not receive the printer yet. When we do, it will be overnighted to *******. 

   

*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. ↩