I’ve been having multiple problems with my machine, and now it’s down completely. I think we’ve pinpointed the issue as needing the print head replaced, but I can’t get the service rep to commit to sending me a new one. He emails, I email back, and then I wait a whole day for him to email again with another question instead of a solution. Meanwhile we are losing thousands of dollars over the holiday season. If they sell a Pro version, advertised as appropriate for business use, they should offer better service to those who buy a Pro unit.
I know customer service is expensive - perhaps offer a paid add-on service for those who need real, timely service via telephone. (Hint - that will be everyone at some point, so even if someone doesn’t pay for it up front, you could get them to pay for it when they need it.)
I wish I had read all the terrible reviews about their customer service before buying the machine, and that’s the only reason I’m writing this - future buyers need to beware if they think they can run a business off of the Pro unit. This has put us in a terrible position with clients and others that we supply to. I can’t even imagine offering this type of service to my own clients.