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Let's say you bought a brand new printer and...

D

Desert_Signs

New Member
It almost caught on fire in under a week? Would you expect the manufacturer to send you a new printer?

Delivered on a Friday and set up. Ran for a week. The following Friday, it quit in the middle of a print and threw an error. I was not near the machine when it quit. Just came over and it was powered off. Tech came immediately. Printer control panel said the issue was a board. Ordered parts. Vendor sent the incorrect part, which arrived on Tuesday. Tech ordered the correct parts on Tuesday, which didn't arrive until Thursday. Tech replaced board. Fired up the machine. Started printing, seems like everything OK until about 8" in to the print. Then there was a LOUD pop, flame/sparks came out of the machine, and the print cancelled. The machine didn't even turn off. It just said 'print cancelled' and the head went home. You could send another print to it if you wanted to.

Tech pulled off side cover. Found the issue below. Burned wires. Arced with enough voltage to burn a hole in the metal. Spent half the day on Friday with the manufacturer elevating the issue. Still waiting to hear what they are going to do.

So... Brand new machine. Been in my shop for 15 days, down for 8. Would you expect a replacement (because I do)? I haven't said who the manufacturer is, yet...
 

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visual800

visual800

Active Member
Absolutely! Same as buying a new car thats a lemon. When you buy something new, it should be new NOT redone, rebuilt or refurbished. They should take that POS back and give you a new one

if they dont i would bash them on every internet site you possibly can.
 
P

player

New Member
New machine only!

Do not accept anything else.

Talk to the manufacturer, and not just the sales rep, but go way up the chain.
 
G

Gary Wiant

New Member
I'd try to get a new printer, but is the tech from the mfg or from the distributor that you purchased from? If it is the mfg. Tech you shouldn't have an issue getting a new printer. If the tech is from a distributor, I think you may be in for a battle between the mfg.band the distributor. Yes it has been down more than it's been working, but I can see the mfg. Blaming the fire on the tech.

But remember every company no matter how big or small will eventually have a problem, it's how they take care of the problem that shows what kind of company they are.

Good luck
 
Gino

Gino

Premium Subscriber
I'd go straight for the jugular. Insist they put a new one in right away and tell them, if they don't, you'll come after them for lost and down time, lost income plus the possibility of this piece of crap starting another fire. No one can prove what made it burn, but you don't want a faulty machine on your premises. There's a lot more at stake than a stoopid machine replacement.

Don't threaten, just TELL them these are the only conditions which exist. It's business and they sold a bummer. It happens. You paid for a new working piece of machinery, not a refurbished one that caught fire.
 
Billct2

Billct2

Active Member
Yep, get this POS out of here and maybe I'll settle for a new machine and an extended warranty to make up for the hassle and lost income.
 
rjssigns

rjssigns

Active Member
Time to lawyer up. I had a printer that turned out to be a lemon and the only thing that got action was my attorney. Big corporations have a habit of running you around until you just give up.

Have your attorney draw up a letter(well worth the money) that includes all the things in Gino's post. You're darn lucky you weren't doing a "lights out" run and came back to find your shop burned to the ground.

IMO I'd be leery of getting the same brand and at bare minimum would want a full refund plus loss of income.
 
Christian @ 2CT Media

Christian @ 2CT Media

Active Member
Is that your new 360? Is Jake going to bat for you?

I know HP doesn't like replacing machine and would rather repair, but that would definitely be a new replacement situation I wouldn't trust anything with an electrical fire. Prepare for the faulty wiring argument they are possibly going to make!
 
Gino

Gino

Premium Subscriber
I wouldn't prepare for nothing, no way, no how. You were not given what you paid for. Plain & simple. If you accept a discounted break in price, then you will be forced to accept the printer as is.... as you are now saying you will allow this printer on your premises.

I'd tell them to have someone here in 24 hours as you are having it put outside, so the rest of your building and belongings don't suffer any possible more problems. Every hour that thing is in your building your insurance might be saying..... that's a risk factor. Call them [your insurance company] and ask them how they will feel about insuring a fire trap ??

When you take possession of something, it is supposed to be free and clear of all problems. Right out the chute, this thing broke down, they fixed it and then the fireworks began..... literally. There shouldn't be any need to get a lawyer or judgement call or anything. They should be kissing your sweet petunia to take a new one and not file suit against them for negligence and..... give me some time and I'll think of some other sh!t they won't wanna hear on a Monday morning.

Tell them if there is no one here by tomorrow afternoon to take it back, you are going to hose it down to make sure nothing else will go wrong. Your safety is at stake..... the H*ll with a piece of burned out crap.

Not to mention, they have insurance for this kinda stuff when they have faulty machines. Put this 100% on their doorstep and divorce yourself from them and the deal.

Yep, hey doc, you set my right arm last week and put it in a cast, but my broken arm still looks broken. I told you it was the left one with the bone sticking out of it. When are you going to fix that one ?? :covereyes:​
 
Marlene

Marlene

New Member
I really respect you for not naming names. all of the above advice is good and if they don't replace with a new machien, then rat them to the world ;)
 
Gino

Gino

Premium Subscriber
VanderJ said:
Most states have lemon laws. Look yours up. It might be as easy as filing a complaint with the AG.
Click to expand...


While that's a good suggestion, I don't think a machine catching fire represents a 'lemon'. If you bought a washing machine or a refrigerator and it constantly was breaking different parts over and over, that would be considered a lemon, but if a machine literally caught fire...... that's a possible deadly disaster. Get it the H*ll outta there. Makes no difference if it was caught in time to prevent further damage..... the possibility still exists and no one should want any parts of that machine.

Ha, you shoulda hit the thing with a fire extinguisher and really put their minds at rest. :rock-n-roll:
 
Billct2

Billct2

Active Member
Well I think unplugging it, which I would hope you already did, would alleviate any more fires. But I would definitely be very quick and very clear about the only acceptable solution to the problem- a replacement with some additional type of compensation
 
HulkSmash

HulkSmash

New Member
Melissa McGrath HP
912-656-6700.


Call Her.Demand New Machine or full refund, plus an extra 3500 for down time or equivalent in free inks for down time.
 
K

klmjff

New Member
Looks like an HP L360. We are in the process of maybe getting one of these, but now I don't know.

Please keep us updated.
 
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