Grimco and Epson Issue

[torontosignguys]

Also just to update everyone this is how EPSON falls back when they know they’re supporting Grimco’s bad behavior. We mentioned legal since the first email and they’ve corresponded back and forth until 10:41 AM PST today. I cut off his cell number off the bottom of the email for privacy.

 

[Boudica]

Crying out legal action is the quickest way to end any help they might give you. If you said the words legal action initially and they were still responding, someone effed up on their end. Once a customer threatens lawsuit no one is allowed to say or do anything - they need to send it all to the lawyers on their end.

 

[torontosignguys]

Crying out legal action is the quickest way to end any help they might give you. If you said the words legal action initially and they were still responding, someone effed up on their end. Once a customer threatens lawsuit no one is allowed to say or do anything - they need to send it all to the lawyers on their end.

I agree that’s true in most cases.

However it was directed towards Grimco, not EPSON.

 

[torontosignguys]

redacting for the moment

 

[unclebun]

The issue is we told the Grimco Manager we will pay for the equipment and sign whatever is needed, we just wanted the pricing that was offered. He told us in writing he will lock our pricing and promo.

Now he’s saying no. The CEO Keith is unresponsive. EPSON seems to commemorate such behavior.

When I called the Grimco equipment sales rep and told him what I was interested in, the first thing he did was send me a formal order request showing the equipment, price, discount, promotion, etc. along with a contact for the financing. Nothing moved from there until I signed and returned it--which meant I was buying it. Although we talked about things on the phone after that, nothing mattered except the form he sent me. There was never any contact with anyone at Epson, and they had nothing to do with the transaction.

I think you're upset you missed the deal and are making noise when it was your mistake. There are always two sides to a story and I don't think we are even seeing all of your side of the story. I could be wrong, but internet flaming is not new, and it is clearly not always completely true.

 

[torontosignguys]

When I called the Grimco equipment sales rep and told him what I was interested in, the first thing he did was send me a formal order request showing the equipment, price, discount, promotion, etc. along with a contact for the financing. Nothing moved from there until I signed and returned it--which meant I was buying it. Although we talked about things on the phone after that, nothing mattered except the form he sent me. There was never any contact with anyone at Epson, and they had nothing to do with the transaction.

I think you're upset you missed the deal and are making noise when it was your mistake. There are always two sides to a story and I don't think we are even seeing all of your side of the story. I could be wrong, but internet flaming is not new, and it is clearly not always completely true.

Not at all. We could care less about the $3000. It’s about the ethics and being professional. An ethical and professional business should not lie and deceive their customers. Since many of you may be dealing with these companies now and in the future, it’s good to see where they stand when they make a promise and can’t own up to it. I’m glad you had a good experience with Grimco and thanks for sharing.

Being upset? Far from that.
Disappointed at the lack of professionalism? Yes.

We received that agreement and were told to not sign it, in writing, and to wait since our pricing and promo is already locked. Also this was a cash purchase - not finance.

 

[BigNate]

I think you're upset you missed the deal and are making noise when it was your mistake. There are always two sides to a story and I don't think we are even seeing all of your side of the story. I could be wrong, but internet flaming is not new, and it is clearly not always completely true.

He stated the rep gave him a statement IN-WRITING that the price would be honored at a later date (after the shop moved). If not for this statement I would agree with you. from what was posted it sounds more like a sales manager put puffery into writing - this would be on Grimco NOT the customer. The hyperbole and puffery of sales stopped being such as soon as it was put on paper and the customer interpreted the statement as assurances that the price would he honored at the later date.

the moneys here are way too small to consider legal action as profitable - however, I would think Grimco would like to resolve issues like this quickly... and possibly train sales staff better on the usage of puffery as well as some finer points from the Magnuson Moss Warranty Act (not really applicable here, but if the sales team was well versed in Magnuson Moss then this miss-hap likely would not have occurred.)

 

[victor bogdanov]

I would think Grimco would like to resolve issues like this quickly...

OP could've just not purchased the equipment from Grimco. Why still buy from grimco after what they did. Grimco made the sale and is happy

 

[BigNate]

OP could've just not purchased the equipment from Grimco. Why still buy from grimco after what they did. Grimco made the sale and is happy

yep, but then, here we are. And it is good to occasionally watch how these get resolved.... a change in sales terms should never have been put in writing. A salesman can say whatever he wants and 'promise' it as well - unless it is in writing the puffery is just that. (and I infer from other posts that the OP is looking at other options for the purchase.)

on a similar note, when I purchase equipment for my employer, we never use the vendor's paper/contract. We have consultants who write the entire purchase agreement - this ensures there is nothing hidden inside 'just our standard sales contract' that they want you to sign.

 

[torontosignguys]

yep, but then, here we are. And it is good to occasionally watch how these get resolved.... a change in sales terms should never have been put in writing. A salesman can say whatever he wants and 'promise' it as well - unless it is in writing the puffery is just that. (and I infer from other posts that the OP is looking at other options for the purchase.)

on a similar note, when I purchase equipment for my employer, we never use the vendor's paper/contract. We have consultants who write the entire purchase agreement - this ensures there is nothing hidden inside 'just our standard sales contract' that they want you to sign.

Thank you.

 

[MelloImagingTechnologies]

We are doing so well with the S60 model we now stock them so we can deliver and install in 2 days.
Then we profile it in your shop and have you running production at 300 square feet per hour!
Bruce

 

[torontosignguys]

We are doing so well with the S60 model we now stock them so we can deliver and install in 2 days.
Then we profile it in your shop and have you running production at 300 square feet per hour!
Bruce

It definitely is a great machine.

 

[torontosignguys]

We had contact with someone higher up at EPSON who created a case and assigned us a case number. This was us escalating it ourselves through other means.
I am not sure what the next steps from this case number is as she didn't really explain anything.

We'll see how it unfolds as our new opening is now pushed back ~15 days and counting.

 

[guillermo]

I will add a different perspective. We were trying to keep our old S70670 going but one day it just up and died. So I called Grimco (this was late October 2023) to see about getting an S80600. There was a promo going on with very favorable pricing, and so I said let's go ahead. Then they checked availability and it was zero. But they had a number of units on the way that were in transit across the Pacific, and three of them were headed to a nearby PSP who was just replacing 2 year old S80600s. So they called that company to ask if they could divert one of them to us, which they agreed to. Less than a week later it arrived. I unpacked and installed it myself (it's not rocket surgery, and I had done the same with the S70670 over ten years ago) and Grimco sent someone to go over the machine with me a couple of weeks later, which was the next available appointment. I was very grateful to Grimco that they went out of their way to get a machine to me, and thankful to the PSP (of which I am a customer for grand format prints) for helping out.

In the OP's case, I can see what happened. There was a year end promotion which their Grimco reps were using in the original negotiations. But the promotion expired while the OP dallied. Since the promotions come from Epson, not Grimco, it wasn't available any more. It's the same as when auto manufacturers offer manufacturer incentives like rebates or price reductions. They are only offered for a limited time and if you try to use the incentive after the deadline, it isn't available. The place where these particular salesmen were remiss was in not informing the OP that the promotion had a deadline.

That of course is very clear that promotions have an expiration date.... however, this should have been in front, to let customers know that starting the new year, promotion is no longer available. That is communication.

 

[torontosignguys]

That of course is very clear that promotions have an expiration date.... however, this should have been in front, to let customers know that starting the new year, promotion is no longer available. That is communication.

I just want to reiterate that the New Year has nothing to do with anything. We contacted them prior to the New Year - which is irrelevant since we were promised to have the pricing and promo locked.