ComplaintsforDTF Station

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a Prestige A3+ R from ************ on June 2, 2023. Printer was working great up until February of 2024. Contacted swing design as machine was still under warranty. Did not receive any information till the end of March. Was sent over to the DTF Station company to get with them to replace parts. Received parts to replace and it still did not work. I was told by two people from swing design and dtf that this printer is know to be faulty and they took it off the market because it does not work. I asked for money back and was told they would try to work something out. Then didnt hear from anyone. May rolled around and I contacted them back and was told no I couldnt receive a refund I could only get a refurbished. Took the refurbished as I needed to have a working printer. Got a refurbished and it only worked for a month. Got ahold of swing design to replace parts again and was told I now have to use my extended warranty. And still no response from the extended warranty either. Printer is faulty and does not work.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25th, I eagerly entered ************ Supply to buy a DTF machine from DTF Station, aiming to expand my t-shirt business with DTF prints. Financing approved, I planned to sell prints on Etsy to pay off the printer quickly. I found necessary tables at ****, but setup hit a snag when the front switch of the printer failed. Redirected to DTF Station's Slack for support, unfamiliar with the platform, I struggled to get help. After days, they agreed to send a new motherboard.Receiving it filled me with dread; handling delicate tech wasn't my forte. Despite careful preparation and watching setup videos, disaster struck when a crucial cord slipped into the machine. Desperate, I contacted ************ via Discord, facing login issues. Finally connecting, I explained and sent photos, only to face silence after March 17th when more details were requested.This ordeal has left me feeling betrayed and stranded. What started as a promising investment in my business has become a nightmare of technical glitches and unresponsive support. I invested not just money, but my dreams. Now, I'm stuck, unable to move forward without a working printer and the support I was assured of. It's more than a malfunctioning machine; it's about broken promises and shattered hopes. I hope someone will hear my plea and finally provide the help I desperately need to get my business back on track.

  Business response

  08/07/2024

  Hello *****,

  
  I have reached out to our tech manager who was in contact with you yesterday. We would like to apologize for how this has been handled. Our ultimate goal is to help you grow your business through our DTF products. We use Discord as a form of support to provide instant responses to customers. We moved from ***** to Discord to hopefully improve the user experience.

  
  In very uncommon cases, printers do arrive damaged or with cables unplugged, typically due to transit. In such instances, we either send parts to fix the unit or replace the unit as needed. Initially, our technicians worked with you on replacing the unit, but per your conversation with our tech manager, I believe that plan has changed.

  
  DTF Station is the manufacturer of the product and will be in communication with your dealer, ********** Supply, this week to help come to an agreement on the best option to move forward.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the *** A+R printer combo for $17,000 and it has never worked. I have had 4 replacement printers and 7 printhead replacements. I will be forced to close my business in less than a month. The payments are wiping out my bank account. Now the printer has been discontinued. I cant afford to keep buying parts and Im not a technician. I dont know how to fix the printer. Swing design and DTF station both keep giving me the run around.

  Business response

  08/05/2024

  Hello *****,

  
  I have looked into your account and see that on 7/24/2024, you spoke with my tech manager and were able to come to an agreement to upgrade you to the newer 13-inch production model, the R2. Your original purchase was on 4/12/2023. During your 1-year warranty on the printer, we fulfilled it by replacing the unit as needed, including the 6-month print head warranty. Even though you were out of the 1-year warranty, we made an exception and authorized an upgrade for the full credit amount that you paid for the A3+R to the R2, which is the commercial version of the A3+R.

  If you have any further questions or need assistance, please continue to use Discord as a resource.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a DTF (direct to film) printer from Heat Transfer Warehouse in April, 2023. The printer was a Prestige A3+ DTF printer. I did not receive the printer until May, 2023. The printer stopped working in April, 2024 while still under warranty. I called Heat Transfer Warehouse who referred me to DTF Station for assistance. Since April, 2024, I have communicated with two (2) technicians that have quit and did not pass of report of my issue to anyone. I was told by *********, a DTF Station tech, that my printer was inoperable due a motherboard failure, printhead failure, and wetcapping station failure. On April 25, 2024, ********* of DTF Station stated to me that I would be sent a replacement printer. Since that date, I have been unable to communicate with anyone regarding when the printer when be sent and how to send back my inoperable printer. ********* is no longer with DTF Station. After no communication from *********, I reached out to DTF Station. Someone named ******, a DTF Station tech, stated that ********* was no longer with the company and that he would assist me. ****** stated to me that the printer I owned was no longer being manufactured and that I would be sent a refurbished unit. ****** stated that in the Prestige A3+'s place, a new printer, the Prestige R2, was available. ****** stated that he would have someone from Heat Transfer Warehouse call me with, "...a trade-in price and credit." No one ever called me. I reached out to DTF Station again and was told that ****** no longer worked for the company. I was placed with a tech named ****************. **************** essentially restated everything ****** told me. **************** guaranteed that someone from Heat Transfer Warehouse would call me no later than Thursday, June 13th, with a, "...flexible credit amount," so that I could purchase the Prestige R2 printer at a signficant discount. No one ever called me. As of this writing, I have reached out to DTF Station once again for help and have received none.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2/28/24- ticket# ********** b/c the white ink not printing. I always leave the printer on, I do the req maintenance. On 2/28/24 DTF Station tech ******* advised me to do 2 head cleanings, 1 full syringe pull from waste tank and perform nozzle check which didn't provide any results. ******* stated the printhead should be replaced. Replacement print head received on 3/7/24. 3/14/24- I installed the replacement printhead and the white ink was printing fine EXCEPT the colors of the design prints not matching. That issue fixed itself it seemed then it happened again on 3/25/24, I sent ******* a message via slack with the screenshot. DTF Tech **** advised to redownload the drivers, he remote into my laptop and did it. He asked ******* if he saw the issue before, he didn't, so order me a replacement motherboard. 4/2/4 that was received. I have yet to install it b/c the white ink is not printing again. 4/4/24 tech ********* advised to do warm cleaning solution method and that did not work.I verbally spoke with her on Friday 4/5, and she mentioned the motherboard I told her I hadn't installed it yet since the white ink not working, she stated try the warm solution method b/c don't want to keep changing parts as it won't fix overall issue and more than likely will be sent replacement printer. I advised her the warm solution didn't work. asked 4 an update 4/8 & 4/9, was told on 4/9 I would have to purchase a new printhead replacement per her manager. Within the slack there is another person had same issue and was sent a replacement printer so they can look into the issue, but I was told I had to buy another printhead instead of printer being replaced!I've only had this printer for 8 months! ********* then said its due to my ink is old I told her I just purchased their DTF brand white ink from Heat transfer Warehouse just before printhead replacement. She told me to contact Heat Transfer Warehouse to have them cover printhead and let know they sold me old ink!

  Business response

  05/06/2024

  I apologize for the delayed response, as I needed to reach out to several technicians to gain a comprehensive understanding of the situation.

  
  There are a few points I would like to clarify. Firstly, concerning the white ink, the date at the bottom indicates the manufacturing date, and the ink's lifespan commences upon its opening. It appears that misinformation may have been provided by one of our technicians regarding the ink you purchased. While white ink typically has a shorter lifespan after opening compared to CMYK, I can assure you that the ink you received had not expired.

  
  Secondly, regarding the screenshot from Slack depicting communication with one of our dealers, it is important to note that the individual in question was not a customer but rather a dealer who had recently acquired our Prestige A4 printer. Each situation is unique, and in your case, the responsibility for purchasing a print head arose because you had owned the machine for longer than six months. The print head warranty is valid for six months, and at the time of your inquiry, you had owned the printer for eight months.

  
  I am pleased to confirm that we have honored the warranty on your printer and have replaced the unit. The replacement unit was dispatched approximately two weeks ago, and I have not observed any further communication with our technicians. Should you require further assistance, please continue to utilize Slack for all your support needs.

  Customer response

  05/08/2024

   
  Better Business Bureau:
  
  Yes, this was resolved successfully with DTF Station.

  I also spoke to Heat Transfer warehouse where I purchased the ink as the *** tech ********* advised me to reach out to them in regard to assisting with replacement, they reached back out to DTF Station because the info I was given by the tech was incorrect.

  DTF Station manager **** did reach out to me, and we spoke in detail, he was very understanding.

  I in turn was appointed to a personal technician and he was able to process everything, and my replacement printer was received last week. I appreciate DTF Station for backing the warranty on their product.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dtf printer that Ive been having trouble with and was told that there would be a restocking fee to return it which I wasnt told in the beginning. Less then 90 days in the printer started having issues, its difficult to reach customer service so finally it broke down. I asked for an exchange and was flat out told no. One thing broke now two things are broken and they refuse to replace it even though theres a one yr warranty

  Business response

  04/26/2024

  Dear ******,

  
  I apologize for the delay in my response and would like to follow up on your previous message. Our records indicate that the printer was purchased from our authorized dealer, Micomp Graphix, and was installed by their team at your location. We understand that you experienced a power issue and a potential print head issue, which Micomp addressed by sending a technician to your site at no additional cost.

  
  Regarding your interactions with our customer service team, I am aware that ***** from Micomp has been in touch with you. Additionally, our team has been providing support through our Slack channel, where we have responded promptly to your inquiries and resolved the issues you've encountered. We have several technicans checking this channel to provide almost immediete support. As a reminder, your printer is covered by a one-year warranty, with six months of coverage on the print head. Under this warranty, we have provided the necessary replacement parts at no charge.

  
  We are committed to continuing to support you through our Slack channel and believe that we have demonstrated a high level of responsiveness to your questions and concerns. Please do not hesitate to reach out to us if you require further assistance.

  Customer response

  04/26/2024

   
  Complaint: 21529374
  
  I am rejecting this response because: No technician has come to my home and your information is incorrect. I was given one year on the print head and a year otherwise. The customer service is hit or miss at the time of this response I am still experiencing issues with the printer I.e coverage of white in and print changing colors in the middle of printing , the parts were shipped through regular mail with no sense of urgency. As Im sure you all are aware that supplies for this machine are quite expensive and you were in no way willing to compensate my loss of material or time. Sometimes things happen and there can be a bad apple in the bunch and I believe the machine I have is just that. 
  
  Sincerely,
  
  ***************************

  Business response

  05/03/2024

  Dear ******,
  
  We have confirmed your purchase of the machine through one of our Authorized dealers, Micomp Graphics. Upon contacting their representatives, they informed us that they have conducted the initial setup at your location, and it was made clear to you that printer sales are final.

  
  Under our warranty policy, we provide replacement parts if our technicians determine it to be the most appropriate solution. It's worth noting that it's uncommon for us to replace entire machines, as most issues can typically be resolved by replacing specific parts. These parts are covered under your warranty at no additional cost, with ground shipping included. However, any expedited shipping would be the responsibility of the end user.

  
  I was able to see the communication with our technicians on our slack channel and response times have been fairly quick. The latest communication we have on record pertains to tightening a belt on your machine. Should you still encounter any issues, please don't hesitate to reach out to us, as we haven't received a response to our technicians' latest message.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Item purchased from ************* Prestige Direct To Film (DTF) Printer A3+ on September 29,2022 Item was delivered Early November 2022 During 2023 year we had called or emailed swing several times with various issues from printing issues or the software dropping configuration, etc.In early November 2023 we reached out to ************ as the printer had all of a sudden stopped printing all colors except for Pink and Black.After several emails with us following links and videos sent us, they had to pass us off to DTF Station as they were unable to resolve the issue and felt it needed to be handled by the Manufacturer. They submitted a ticket on our behalf on February 5th.Now today March 24th we have sent 23 additional emails and multiple phone calls with DTF Station and ************ support trying to resolve the issues we are having. During this process DTF Station has sent us the wrong video or steps on multiple occasions as they no longer produce the product we purchased and failed to create support video for it while it was in production. Additionally during the trouble shooting process the ability to print anything has been lost. We were told to replace the print head, We purchased two different print heads and neither one of them resolved the issue. We also replaced the capping station as this was recommended by someone else who had issues and this did not resolve the issue either.Each step that DTF has asked us to complete has progressively made our printer worse instead of fixing it or at least maintaining the same outcome. Paper no longer feeds since either The last suggestion was to ask Swing about upgrading to a different model.Due to the lack of knowledge or support on their product they have not been able to resolve the issues we have We have made less than 100 prints with this printer due to the issues we constantly have with it and would like to have it refunded, repaired, or replaced as no product should fail with as little use as it has.

  Business response

  04/26/2024

  Hello ******,

  I do apologize for the delay in response but wanted to look into your tech tickets and conversations with your dealer Swing Design. 

  Looking into your order history I see that your initial purchase was 9/30/2022 and do not see any other purchases under your account until 4/8/2024. I do see open tickets about replacing a print head but I do not see any replacement parts orders and all replacement parts go through our system which is covered under your 1 year warranty. At any time under your 1 year warranty we cover the part unless its a consumable at no charge to you, except the print head which has a 6 month warranty. Given the order history of your machine we no longer carry the printer that you purchased. The only solution is that we have a newer model the r2 which is a more robust machine for production that we may offer at a discount to you through your dealer. Of course we want to continue suporting and assisting you so please do not hesitate to contact support if you need assistance but since you are well out of warranty you would be responsible for purchasing any parts needed for your printer. 

*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. ↩