• Report: #958496

Complaint Review: Mesa Distributors Inc

  • Submitted: Mon, October 22, 2012
  • Updated: Wed, February 13, 2013

  • Reported By: Sandy — Torrance California United States of America
Mesa Distributors Inc
3134 Marquita Drive Fort Worth, Texas United States of America

Mesa Distributors Inc SWF Mesa Defective Machine, Doesn't Work, $40,000 Wasted- Repeated Service Calls/Parts Replaced, MESA Refuses to Take it Back Despite Warranty- Fort Worth, Texas

*UPDATE Employee: MESA Distributors Takes Pride In Providing Quality Equipment and Good Customer Service

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I leased a spangle motif machine from MESA Distributors last year.  We created some designs with the software and then showed them at the MAGIC apparel show in mid-February 2012.   A few weeks after the show, we got our first order, for some sequin transfers.   We tried to produce the order and couldn't get the machine to work.  We started calling for repairs, and the technician came out, got the machine to run, and left.   This cycle has been repeated several times.  He will replace a part, and get it running, but soon again, something goes wrong and the machine stops.  I want out of my lease and a refund of monies paid.  MESA refuses to take their machine back.  The technician even told us on one of his many visits:  "These machines are known to have these issues".   The design of the machine is defective and MESA refuses to take it back, even to trade for another machine they sell.  We are now going to be forced to sue them to get out of the lease payments and get this $40,000 hunk of junk out of our building. After being contacted by our lawyer last week, Terry Davis, general manager, wants a chance to get the machine running.   I'll call tomorrow and have the technician come out yet again, and demand that he stays for 8 hours to make sure it can run even for one full day so we can ship the ONE order that our customer has been waiting SIX MONTHS for because we haven't been able to run the machine long enough before it breaks down again.  I intend to sue Mesa and get out of this very expensive lease and get this defective machine out of here. 

Do your research before you do business with MESA Distributors.  There are many complaints about their customer service and machine support posted in online forums.

This report was posted on Ripoff Report on 10/22/2012 05:49 PM and is a permanent record located here: http://www.ripoffreport.com/r/Mesa-Distributors-Inc/Fort-Worth-Texas-76116/Mesa-Distributors-Inc-SWF-Mesa-Defective-Machine-Doesnt-Work-40000-Wasted-Repeated-S-958496. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

MESA Distributors Takes Pride In Providing Quality Equipment and Good Customer Service

AUTHOR: MESA Distributors - (United States of America)

I am compelled to respond to the posting by Sandy in Torrence, CA on Oct. 22, 2012 to clarify the facts.
We installed Sandys machine on December 7, 2011 at which time we spent 2 days training and running this machine on-site with her husband, Brian.  The machine was operating fine at that time.  

On Jan. 10th, they called with a problem and we sent a technician to their site on Jan. 16th to replace an encoder at no charge to them.

For the next 5 months, January 16th to June 27th, we received absolutely no calls or complaints from them.  Yet Sandys posting states that this machine hasnt worked since February.  

On June 27th Sandy called with a problem.  Our technician determined that 2 of the dies on the machine were dulled. Curiously, dulled dies indicate extensive use. I personally asked Sandy to send them to us for sharpening.  Instead, Sandy chose to have them sharpened by a friend of hers who owns a machine shop.

On July 10th Sandy called again to report a problem.  After repeated phone support calls and an on-site service call, we determined that the problem was that the dies had been sharpened incorrectly (flat instead of beveled as they should be).  We re-sharpened the dies correctly and sent a technician to install them. He tested the machine and it performed well again at absolutely no charge.

After this posting on RipOff Report, we sent our technician, at no charge, to fix any problems with the machine.  Upon his arrival, he turned on the machine and ran 6 hours of production with zero errors. He did oil the machine, but made no adjustments or repairs, he just turned it on and started producing.

This machine is not defective, but it does require service and maintenance, as would any automated die-cutting spangle machine. We have dutifully provided support and sent technicians out to perform any necessary service at absolutely no charge to the customer.

We have been in business since 1992 and have over 10,000 satisfied customers, each and every one an important part of our business. We take great pride in the service we provide to our customers, and we hope the above details give a true example of our dedication to customer service and support.  

Terry Davis
General Manager
MESA Distributors, Inc.
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