DIGITAL DESIGNS
New Member
I will try to make this as short as possible...
I have a Vinyl Express Q54 Plotter bought from Sign Warehouse bundled with a 1204 Mutoh & Laminator. Recently I have had a problem with the contour cut being off. I went through hours of test with tech support at SW only for them to tell me he thought the cutter is messed & we need to have it repaired. The machine is still under warranty, but I find out that I will have to ship it to Texas for them to repair it & warranty does not cover the cost of shipping.
I then call around & find a Graphtec technician in my area & after going back & forth with him & SW he said he would work on it & SW would pay for parts, but not any labor. So I took my cutter to him to work on.
In the meantime I have an 8k job that still needs to be completed so I go out & buy another cutter (Graphtec CE5000). I explained to the graphtec tech that I was having a problem with the contour cut being off. After a week or so he calls & said he ran some test & the cutter is fine. I asked him if he print & cut a file with it & he said no. At this time he told me the bill was $150. I then sent him a file & asked him to please print & cut it to be sure everything was ok. He called a day or so later & said everything is fine, he cut the file & would bring the cutter back to me & show me some things that may help me out.
The Graphtec Tech come to my shop, set up the cutter & the contour cut was still off. I asked him to bring the file he cut at his shop & he did not. He also showed me where he ran a test I belived called a mark sensor adjust test where you insert the pen & the cutter will draw a crosshair, then scan & read it & then draw another crosshair & you enter in the offset if it is off. He showed me this & it was dead on (which I did before sending it off), but still the contour cut is off. He then spent approx. an hour, in my opinion "lying"to the cutter & changing the offset measurements until the contour cut was on.
As he was leaving my shop he gave me a bill for $250 (remember the $150 earlier). Evidently he charged me $100 to print & cut one file that he "forgot" for bring to me to show me. By this time I am just furious so I pay the $250 w/o question.
After he leaves my shop, I try to continue to use the cutter & I managed to get approx. 2 panels out of it, before it got to the point where it would not even read the reg. marks.
Basically now I feel that I have this graphtec tech involved & Sign Warehouse. I have spent countless hours trying to fix the problem myself with & w/o help from tech. I also have spent thousands of dollars between a new cutter & tons of thrown away media...
...But now I am not sure which direction to go. I am ready to start with this graphtec tech & demand a refund or for him to come out & fix my machine, or call SW & demand they pay to ship this thing to them & repair it?????
Whatcha think???????????
I have a Vinyl Express Q54 Plotter bought from Sign Warehouse bundled with a 1204 Mutoh & Laminator. Recently I have had a problem with the contour cut being off. I went through hours of test with tech support at SW only for them to tell me he thought the cutter is messed & we need to have it repaired. The machine is still under warranty, but I find out that I will have to ship it to Texas for them to repair it & warranty does not cover the cost of shipping.
I then call around & find a Graphtec technician in my area & after going back & forth with him & SW he said he would work on it & SW would pay for parts, but not any labor. So I took my cutter to him to work on.
In the meantime I have an 8k job that still needs to be completed so I go out & buy another cutter (Graphtec CE5000). I explained to the graphtec tech that I was having a problem with the contour cut being off. After a week or so he calls & said he ran some test & the cutter is fine. I asked him if he print & cut a file with it & he said no. At this time he told me the bill was $150. I then sent him a file & asked him to please print & cut it to be sure everything was ok. He called a day or so later & said everything is fine, he cut the file & would bring the cutter back to me & show me some things that may help me out.
The Graphtec Tech come to my shop, set up the cutter & the contour cut was still off. I asked him to bring the file he cut at his shop & he did not. He also showed me where he ran a test I belived called a mark sensor adjust test where you insert the pen & the cutter will draw a crosshair, then scan & read it & then draw another crosshair & you enter in the offset if it is off. He showed me this & it was dead on (which I did before sending it off), but still the contour cut is off. He then spent approx. an hour, in my opinion "lying"to the cutter & changing the offset measurements until the contour cut was on.
As he was leaving my shop he gave me a bill for $250 (remember the $150 earlier). Evidently he charged me $100 to print & cut one file that he "forgot" for bring to me to show me. By this time I am just furious so I pay the $250 w/o question.
After he leaves my shop, I try to continue to use the cutter & I managed to get approx. 2 panels out of it, before it got to the point where it would not even read the reg. marks.
Basically now I feel that I have this graphtec tech involved & Sign Warehouse. I have spent countless hours trying to fix the problem myself with & w/o help from tech. I also have spent thousands of dollars between a new cutter & tons of thrown away media...
...But now I am not sure which direction to go. I am ready to start with this graphtec tech & demand a refund or for him to come out & fix my machine, or call SW & demand they pay to ship this thing to them & repair it?????
Whatcha think???????????
