Complaint Review: Axiom America
Axiom America Unknowledgeable, Inexperienced to Repairing Equipment they Sell/ Horrible Customer Service DEVON Pennsylvania
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If you could bear with me for a few minutes I'd like to paint our frustrating picture for you and the entire experience we have had since making our purchase with AXIOM AMERICA.
We purchased two printers from Axiom the first week in January 2016, one of the biggest mistakes we have ever encountered is Axiom! We purchased both the Mimaki TS300 and a Mutoh JV900 in the same purchase order. Fuzion put 50% down, making a wire transfer on January 25th. We were so excited to take possession of both printers on February 9th, 2016. Between Feb 9th and approximately 2nd or 3rd WEEK in March several service techs from Axiom traveled to set up the printer.
From what we came to understand the initial tech Axiom sent was not educated on the MIMAKI TS300 and the ink was run through the wrong lines and, obviously, the printer was not up and running when he left our shop. When the next service tech came to our shop the last week of February/first week of March he was so angry at the condition of our BRAND NEW printer. He told us the ink was running through the wrong locations and he had to flush the entire system. Over the next several weeks Techs from Axiom came out to get it up and running.
At one point we were told our NEW Mimaki would need a new main board BEFORE we ever even got one print from it. At this point we asked Axiom for a NEW Mimaki TS300 in exchange for this one.. Because with all the errors that were made by the Axiom installation techs we felt we had a defective machine. I didn't want a "rebuild". We didn't know what problems their mistakes would cause in the long run.
Axiom told us they would not replace it. At this point I contacted MIMAKI DIRECTLY and our Rep, Steve was to bring in Mimaki's tech. in which we have much gratitude. We still had to go through Axiom to get registration information, dongle key code, etc. before we could fully use the printer. AND WE WERE BILLED AND PAID FOR THE FLUSHING SOLUTION to clean out the erroneous ink streams.
One week after warranty we had problems with the printer stopping mid-print and we were told we needed a new motor. The service call was a minimum is $600 + travel, labor and parts. Fuzion is a one man show. Our output is not huge volumes and we do this because we love it. Ideally, we would love to grow our business and have been talking about adding additional printers and heat presses. Tom has the clientele but he is still paying off two printers that are not running - the MUTOH didn't run from day one buy AXIOM blamed our IT for messing with them when attempting to get them running.
Two weeks ago the Mimaki started banding badly (I'm unsure if I'm explaining it correctly) but there are lines running through the prints every 1/2" or so. Tommy ran several head cleaning but it wasn't helping and it seemed like the black printer head was clogged. With several very angry clients because Tom was running behind due to the motor, I sent Axiom a service requisition because we needed someone out quickly.
The tech came out, soaked the head IN SOLVENT!!!!, THE WORSE THING YOU CAN DO - IT IS ONLY SUPPOSED TO BE SOAKED IN WARM WATER). The tech ran tests and we were up and running again, $1,000 later. After 3 or 4 days the same thing started happening again and we were told it needs a new printer head. A $3,200 part. Tom is able to get a few prints from it after running it through cleaning again and again but he is wasting so much consumables. We NEVER want to work with Axiom EVER again!
Just a side note so you know how Axiom is so dedicated to their clients the Mutoh hasn't given us more than 20-25 prints since it was installed. After installation (at the same time of the Mimaki) they ran test prints and they would come out fine. After a couple days it stopped printing. Our tech would call their tech and they insist that our tech did something wrong.
When Tom or our tech would call for help Axiom would refer us to Ergosoft (software), Erosoft would refer us to Mutoh, Mutoh said it was an Axiom problem and around we go. For an entire year we have probably logged on 80-100+ hours with techs, all of which pass the buck. When Axiom's tech was out for the Mimaki he told us that the MUTOH needed a new main board. I guess the problem is that the printer and computers are not playing nice and one doesn't recognize the other.
However Axiom, just last week, offered to sell the Mutoh for us and they would give us an excellent price for a new printer!
With both issues with the MIMAKI AND MUTOH we went directly to the manufacturers. Both companies sent out Service Techs from their local offices and we didn't have to go to a 3rd party and more importantly we never have to see AXIOM again.
This report was posted on Ripoff Report on 07/25/2017 08:53 AM and is a permanent record located here: https://www.ripoffreport.com/reports/axiom-america/high-point-27260/axiom-america-unknowledgeable-inexperienced-to-repairing-equipment-they-sell-horrible-c-1388018. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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