What warranty?? Sieko won't fix a newly installed

Anonymous

Posts:

Date: Nov 9, 2004

What warranty?? Sieko won't fix a newly installed	Permalink

I just purchased a demo Colorpainter from a dealer who at Siekos choice decided to give the dealership to someone else. No big deal for me, except that Sieko won't fix my machine I have had for about a week now. The dealer installed, set up my computer and got it printing except for cyan. Nothing. I waited a few days using the extreme cleaning recommended by the selling dealer. Nothing except empty starter ink set now. NOw I am using the $1700 set of ink I purchased along with the unit. Sieko has been avoiding me since friday Nov. 5th and said they would be out monday, no sieko rep, then Monday they said they would be out Tuesday. No rep today. I call them. They have decided that my machine will not be covered for parts only service. They have cut off the existing dealer. His hands are tied. He can't really help me. This is bad because basically they are saying: if it is working perfectly, then we will help you. I paid over $5000 for an extended warranty which, if I understood the tech properly, does not now include parts - only their labor. A friend who talked me into buying this machine has already had Sieko replace two heads a few months into the sale. He was shocked to hear this. I really get no phone calls back, I have to initiate everything. With Sieko - the customer is last. It's all about the sale. I would gladly trade this junk heap for a Mimaki now. I am still waiting for the western manager to return my call. He won't. I will let the lease company deal with it. I however have nothing good to say about the machine or Sieko. If I didn't see my friends machine running, I would say it's junk at this point. Beware everyone, your service agreement means nothing if they decide it that way. __________________

Anonymous

Posts:

Date: Nov 9, 2004

things looking good	Permalink

I received a call from Western District Manager. So far this is an issue over it being a demo machine and who should deal with the costs involved. However, Clint has assured me that I will get some help wednesday. We shall see.... but for now it is looking good... I really need to start using this printer. __________________

Anonymous

Posts:

Date: Nov 11, 2004

RE: What warranty?? Sieko won't fix a newly instal	Permalink

We have the same problem only diferent SEIKO printer. We use seiko mk2 oil printer. Now trying to sale. No care for customer at all. Dont vork with seiko co. __________________

Anonymous

Posts:

Date: Nov 12, 2004

SO FAR JUST PROMISE'S	Permalink

well its Friday now and the only person that has tried to keep up with this problem is the Western Sales Manager. Now it doesn't even print the test bars. IF they don't show up today as promised, in stone, I will get a lawyer-and I have a good one.. suing GE Leasing for me as we speak. I have a big financial obligation on this printer and have already paid first and last on the lease. I am taking the jobs I wanted to print on it Moday and have them run on the Mimaki printer which the past Seiko dealer said I was welcome to do. My HP Designjet 5000ps printer jammed Thursday and the cyan hose came off. I called the hp support this morning and they are sending a tech out Monday to replace several parts to insure it won't happen again. Now that was a real warranty really working. Obviously I wish HP would come out with a solvent printer. PRint heads accesible by the user. Easily replaceable. What a concept. __________________

Anonymous

Posts:

Date: Nov 12, 2004

RE: What warranty?? Sieko won't fix a newly installed	Permalink

Well, HP is way bigger in the market overall and they somewhat know what the aftersales service means (which doesn't mean that they've done a perfect job, though.) However, they do have quite a bit of problem as most of the huge "corporations" also do. The Designjet dominates most of the graphics market but, compared with PCs, servers, office printers, technical (CAD) markets, the graphics market is just "another one of those" for them. I had a chance to talk to somebody from HP last year and their mindset was just "what do you think about solvent printers market" kind of stuff. I believe they asked that question because they lost some of their market to the JV3. Seiko has been kind of "jamming" in the market for quite a while with their oil-based printers. But in the solvent world, it's a totally different ballpark. The solvent printer market is just HUGE. I hope they realize what they're dealing with. Speaking of the problem unit, if Seiko realize that they're starting to penetrate into the market, why don't just fix the thing and clear the issue up with the customer at the same time (or even later)? Haven't they heard about those cases about the food/consumer products that had some problems and they decided to dump the whole lot away just to keep their reputation? These days it's just a consumer dominated world. Customers are kings even though kings don't mean sh*t (excuse my language) for many people in most of the countries. Spending a few bucks to fix the thing is no way comparable to the thousands times the PR budget they smiley spent. The dealer's issue is THEIR problem, not the customer's. I may be a bit harsh to Seiko, but I'm speaking all these because I just love the product and really hope that it will go well in the market. You still have a long way to go, Seiko. __________________

cdezign

Member

Status: Offline

Posts: 21

Date: Nov 13, 2004

machine is fixed... thank you seiko	Permalink

It's a little over a week since I purchased it. Friday a tech showed up and thoroughly went over the machine. Replaced 3 heads and the wiping section. Updated the rom and many other things to tech for me. I am going to start printing with it this weekend. The rep (Mark) was quite knowledgeable about the machine and went right to fixing it. I have to take my hat off to him for skills. Obviously, I am a happy camper now. I have to admit though, management did take the wrong road on this issue. I am not new to the purchasing game. I have purchased demos before (Roland for one) and they don't abandon the warranty because it was cursed with having been called a demo. Remember, the Demo is what sells the customer. To say that a demo is a used machine is just plain outrageous. Okay everyone considering buying a demo unit from Seiko. DON'T. Okay, this will freak out dealers across the country who eventually will need to sell their demos. This is where a "buyer beware" clause should be emphasized. I personally think that there is a personality conflict between the dealer I bought it from and someone at Seiko. I just got caught up in the middle. I have paperwork proving that Seiko treated this as a dealer sale, issued the extended warranty and promptly closed the door on the dealer. Yes, a dealer should have been able to fix this problem, but they completely shut them out. How could they fix it? Everything I said was true in my postings. I was pushed off, day after day thinking that Seiko was going to take care of it. One thing I found out is that Seiko bought back the new in the box machine from the dealer. That is the one I wanted to begin with. If I am reading Pat's posting right, they must have just thought that who ever ended up with the demo would be just one stupid sucker. The bottom line... the machine is fixed and ready to start making me some money. That is really all I care about. At this point I consider this issue closed with 100% appreciation to the Mark at Seiko for bringing the printer to a useful state. __________________ Steve Litalien

bigdaddyzzz

Newbie

Status: Offline

Posts: 3

Date: Feb 3, 2005

RE: What warranty?? Sieko won't fix a newly installed	Permalink

fyi... your dealer is responsible for this problem. It sounds like they are trying to pass the buck. Seiko USA has had a real problem with dealer service response for this printer. The Colorpainter is a truly awesome printer if you know how to use it and you get full support from your dealer. Without it your in touble from the start. Oce recently picked up the Colorpainter from Seiko Japan for sale in the U.S. Oce offers a complete solution including equipment, software, supplies, service, training, telephone support and a full "how to" program for using the printer and selling the prints. This new offer is called the Oce CS6060. Oce service support includes over 500 tech reps working direclty for Oce in the U.S. alone. If you can, call an Oce rep or hit the website at www.oceusa.com and get info. You might consider getting out of your purchase and starting over with the right help. __________________

bigdaddyzzz

Newbie

Status: Offline

Posts: 3

Date: Feb 3, 2005

Permalink

another fyi. in regards to HP offering solvent printers.

They can't do it! Solvent inks work only with Piezo heads. HP is the worlds largest manufacturer of Thermal heads. Thermal heads work like a coffee percolater. They boil the inks to move them thru the nozzles, hence the term "bubblejet". Piezo heads use a static charge to vibrate the nozzles which squeezes the ink out. this means no heat. Thermal heads would heat up the solvent inks past their flash point and you would have a $15,000 bonfire in your shop. Thermal heads can only use water based inks. Piezo heads can use any type of ink: water, oil, solvent, etc. Don't expect HP to make any moves to solvent unless they are willing to give up on their core technology.

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Topic: What warranty?? Sieko won't fix a newly installed