T
Taylor
This is a long problem so I will be as brief as possible. I own a
large format printing company and we decide that we have a good market
to make gift cards and smaller prints to a number of our accounts. I
started with Phaser 860 to test market, we hand feeding a Wausau Exact
Indext 8".50x11" 110lb 200g/m. Then we would take the impression and
slit and fold with the Martin Yale 959. We wore out the head after
awile. So we thought its time to upgrade printers. We contacted Xerox
corporate sales explained exactly what our needs are and the paper
that I listed above Wausau 110lb. They checked everything out and we
would need to work with the DocuColor 2240 they stated. So then we did
extensive test at the Xerox in Bloomington Minnesota. They said the
specs of this machine fits our needs! So we did a five year lease and
a service contract. About after two months color hold of jobs got
really bad. When we ran a stock pile that we ran even a week ago the
hues would be so far out we were doing large percents of color
correcting like 50% multiple times. What printed befor blue was green
and yellow were orange. The service techs came out several times.
Never got any better just got worse. Then started fading overal tones
light tones completly washed out. I mean quality is very poor.
Calibrations did nothing. Service techs worked on this machine on and
off for months as I'm loosing accounts. So then Xerox decides that
they will swap out for the work centre pro 40 and tells me its print
enginge is completely different, but finding out later the same as the
2240. Runs good for three weeks color shifts during during runs of
stockpiles in the same run doesn't hold color at all! Tones are all
faded hues rocking back and forth a complete mess! Xerox service techs
are scratching there heads and work on this machine for about two
months!
Finaly the main Tech says he finds out that the Cover weight is making
a wear impression in the rollers and drum that he says is a dead end!
He says he can't do anything else and say he will comment to Xerox
that the amount of cover weight is to damaging to the rollors. Then he
tells me he has another account that is wearing these rollors out on
the machine every 20,000 impressions and that this machines seems to
be a dead end!!! I tell my dealer all this and they say I have to take
it up with Xerox cause they spec the machine suitable for my specs. So
we contact Xerox they have us write a letter on why we would need to
do a reverse sale to break the contract. We even have thousands of
scraps and documention of machine failure. We print a discriptive
letter not like this one as you can see I'm not a good writer. It has
contact information the ten yards of all problems. So we fax it. One
week goes by and another and another, we call our person that is
handling our customer support, leave multiple messages never call back
for two months!!!!! And ask us to refax our statement cause no
customer number listed on it!!! We fax back right away with the our
customer number another and wait another month with messages we left
to call, but never returned phone calls! Then they call today saying
sales rejects reverse sale. I ask this woman why? She says sales says
the work centre pro meets our specs. I ask her did you talk with the
service techs out in Minnesota she does'nt know!! I said the machine
as been broken for months and can't fix, now what. She does'nt know! I
say would'nt it be better to break the contract then replace the
machine every two weeks or month and I can't afford the down times?
She says she will talk to some people.
I would be fine just to break the contract, I have gotten legal
advice and was told to tell them if they don't break contract we will
sue and that's what I have now said if they don't I will persue losses
for accounts and material losses. She said I will let them know.
large format printing company and we decide that we have a good market
to make gift cards and smaller prints to a number of our accounts. I
started with Phaser 860 to test market, we hand feeding a Wausau Exact
Indext 8".50x11" 110lb 200g/m. Then we would take the impression and
slit and fold with the Martin Yale 959. We wore out the head after
awile. So we thought its time to upgrade printers. We contacted Xerox
corporate sales explained exactly what our needs are and the paper
that I listed above Wausau 110lb. They checked everything out and we
would need to work with the DocuColor 2240 they stated. So then we did
extensive test at the Xerox in Bloomington Minnesota. They said the
specs of this machine fits our needs! So we did a five year lease and
a service contract. About after two months color hold of jobs got
really bad. When we ran a stock pile that we ran even a week ago the
hues would be so far out we were doing large percents of color
correcting like 50% multiple times. What printed befor blue was green
and yellow were orange. The service techs came out several times.
Never got any better just got worse. Then started fading overal tones
light tones completly washed out. I mean quality is very poor.
Calibrations did nothing. Service techs worked on this machine on and
off for months as I'm loosing accounts. So then Xerox decides that
they will swap out for the work centre pro 40 and tells me its print
enginge is completely different, but finding out later the same as the
2240. Runs good for three weeks color shifts during during runs of
stockpiles in the same run doesn't hold color at all! Tones are all
faded hues rocking back and forth a complete mess! Xerox service techs
are scratching there heads and work on this machine for about two
months!
Finaly the main Tech says he finds out that the Cover weight is making
a wear impression in the rollers and drum that he says is a dead end!
He says he can't do anything else and say he will comment to Xerox
that the amount of cover weight is to damaging to the rollors. Then he
tells me he has another account that is wearing these rollors out on
the machine every 20,000 impressions and that this machines seems to
be a dead end!!! I tell my dealer all this and they say I have to take
it up with Xerox cause they spec the machine suitable for my specs. So
we contact Xerox they have us write a letter on why we would need to
do a reverse sale to break the contract. We even have thousands of
scraps and documention of machine failure. We print a discriptive
letter not like this one as you can see I'm not a good writer. It has
contact information the ten yards of all problems. So we fax it. One
week goes by and another and another, we call our person that is
handling our customer support, leave multiple messages never call back
for two months!!!!! And ask us to refax our statement cause no
customer number listed on it!!! We fax back right away with the our
customer number another and wait another month with messages we left
to call, but never returned phone calls! Then they call today saying
sales rejects reverse sale. I ask this woman why? She says sales says
the work centre pro meets our specs. I ask her did you talk with the
service techs out in Minnesota she does'nt know!! I said the machine
as been broken for months and can't fix, now what. She does'nt know! I
say would'nt it be better to break the contract then replace the
machine every two weeks or month and I can't afford the down times?
She says she will talk to some people.
I would be fine just to break the contract, I have gotten legal
advice and was told to tell them if they don't break contract we will
sue and that's what I have now said if they don't I will persue losses
for accounts and material losses. She said I will let them know.