jimmyheartcore
New Member
Hey guys!
I am in need of some advice on our current situation. Be warned, it is a long and boring story, but we're kind of at the end of our rope and need some advice.
I have been working at my current job for a little over a month. My employers purchased a brand new Mutoh ValueJet 1614 last August, and have been experiencing a lot of problems. Most notably, a vertical banding issue that is prevalent and consistent. The ironic thing is that the 1614 has a "Wave Pattern Technology" that is supposed to eliminate banding. The dealer has led us through many possibilities in regards to the issue, including using crappy material, improper settings, and incorrect ICC profiles. None of these issues have fixed the problem. It is part of my job here to figure all of this out and get this printer properly running.
Come to find out, when the printer was delivered all of the shock sensors were broken. The driver signed off on this, and it was reported to the dealer immediately. The sale associate instructed us to accept the shipment, and said he was noting it in our file.
Over several months we reported various issues with the printer to the dealer, the most predomenant being the vertical banding issue. When I began here, I had never seen an issue like the banding they were experiencing. It was very sporadic but consistent at the same time. It wasn't ligning up to the rollers, nor the fan/vacuum. I became very proactive about fixing the issue when I started here.
We have had techs come out several times to fix the printer, but the problem is never fixed. Though different things will make the print improved, they just seem to act as a bandaid on the issue.
The dealer recently sent a tech out to service the machine, after which we decided that adjusting the head height and slant improved the print considerably, but the bands were still visible. He assured us that with the information about the damaged shipment, and his reputation and service history at Mutoh, he would be able to get us a working replacement sent out. He apologized for the issue not being fixed sooner, and told us how the sales person who sold us the machine was fired months ago for not properly performing his job.
Once he returned back to the dealer, his boss wrote us a letter stating that they are "not prepared to take any additional actions and this matter will be considered resolved". However, the issue isn't resolved, and the printer is still under warranty. Oh, and it is still printing those awful vertical bands.
We are running out of time on the 1-year warranty, and short on ideas.
My employers are very upset with our dealer currently, and it seems like whenever I try and get help directly from Mutoh they either plainly ignore me or forward me to the dealer (who isn't helping much).
What do you guys think we should try?
Thank you in advance for your insight.
I am in need of some advice on our current situation. Be warned, it is a long and boring story, but we're kind of at the end of our rope and need some advice.
I have been working at my current job for a little over a month. My employers purchased a brand new Mutoh ValueJet 1614 last August, and have been experiencing a lot of problems. Most notably, a vertical banding issue that is prevalent and consistent. The ironic thing is that the 1614 has a "Wave Pattern Technology" that is supposed to eliminate banding. The dealer has led us through many possibilities in regards to the issue, including using crappy material, improper settings, and incorrect ICC profiles. None of these issues have fixed the problem. It is part of my job here to figure all of this out and get this printer properly running.
Come to find out, when the printer was delivered all of the shock sensors were broken. The driver signed off on this, and it was reported to the dealer immediately. The sale associate instructed us to accept the shipment, and said he was noting it in our file.
Over several months we reported various issues with the printer to the dealer, the most predomenant being the vertical banding issue. When I began here, I had never seen an issue like the banding they were experiencing. It was very sporadic but consistent at the same time. It wasn't ligning up to the rollers, nor the fan/vacuum. I became very proactive about fixing the issue when I started here.
We have had techs come out several times to fix the printer, but the problem is never fixed. Though different things will make the print improved, they just seem to act as a bandaid on the issue.
The dealer recently sent a tech out to service the machine, after which we decided that adjusting the head height and slant improved the print considerably, but the bands were still visible. He assured us that with the information about the damaged shipment, and his reputation and service history at Mutoh, he would be able to get us a working replacement sent out. He apologized for the issue not being fixed sooner, and told us how the sales person who sold us the machine was fired months ago for not properly performing his job.
Once he returned back to the dealer, his boss wrote us a letter stating that they are "not prepared to take any additional actions and this matter will be considered resolved". However, the issue isn't resolved, and the printer is still under warranty. Oh, and it is still printing those awful vertical bands.
We are running out of time on the 1-year warranty, and short on ideas.
My employers are very upset with our dealer currently, and it seems like whenever I try and get help directly from Mutoh they either plainly ignore me or forward me to the dealer (who isn't helping much).
What do you guys think we should try?
Thank you in advance for your insight.
