DTG Kiosk – YES LTD – Communication Has Arrived
I finally received a reply from YES LTD, however it didn’t come from Mark the sales guy, it came from the director and here’s what he had to say:
YOUR EMBROIDERY SERVICES LTD.
Dear Helen
Mark has forwarded your e-mail (referred to above) to me which I acknowledge receipt of. Unfortunately I was not in a position to give it my attention on Friday and hence my response today.
I know that were some problems when you first had the machine but, having checked with our support staff there does not seem to have been recent communication regarding problems I do note however that, in your e-mail, you refer to suggestions possibly made by Mark. Unfortunately Mark is on holiday this week and so I am not in a position to query this with him. I am also aware that there was a problem with garment returns in August and I personally tried to call Tim on a number of occasions to discuss this but unfortunately could not make contact. At that time it would have been useful to have had sight of one of the returns and we may have been able to more accurately comment. As I am sure you will appreciate it is always easier to assess a problem on sight of it as opposed to working from a description.
I note your comment about not wanting the machine but feel that I have a duty to offer our assistance in making your machine produce what you want it to. The model of machine you have (The Kiosk) is plentiful in the market and is capable of producing good quality prints. In fact we have a number of customers who have installed additional machinery to cope with their orders.
In your e-mail you state “….so I turned the machine off for good…..” and this concerns me because, if the machine is not maintained correctly then the print head may become blocked and this would render the machine unusable so I would encourage you to continue with the maintainance regime whatever your final intention so as to keep the machine in working order. The routine I speak of includes amongst other things putting droplets of cleaning fluid or ionised water into the capping station and printing nozzle checks at least once a day.
I cannot comment on your reference in the final paragraph about a refund being promised as, already mentioned above, Mark is not in this week and, in any case, this matter can only be commented on by our MD, Roy Burton who is not back in the office until Monday 5th November.
Could I suggest that, in the meantime, we move the situation forward by us helping you to acheive your original concept of producing high quality prints on your machine. We have a team of experienced personnel who are ready and willing to help but as I have had problems in contacting Tim in the past, may I suggest that he calls us at his convenience and speaks with me (Tony Whitmore), Steve Gilbert or Gordon Zang.
I trust that you will find my suggestions acceptable and allow us to make some headway with the machine until all of the relevant personnel are back in the office next week. Should you or Tim wish to discuss this further please do not hesitate to contact me.
Regards
Tony Whitmore
Director
Your Embroidery Services Ltd
Meden Road,
Boughton,
Phn: 01623 863343, Fax: 01623 863345, Web: www.yesltd.co.uk
The information in this e-mail is confidential and maybe legally privileged. If you are not the intended recipient, you must not read, use or disseminate that information. Although this e-mail and any attachments are believed to be free of any virus, or any other defect which might affect any computer or IT system into which they are received or opened, it is the responsibility of the recipient to ensure that they are virus free and no responsibility is accepted by Your Embroidery Services Ltd. for any loss or damage arising in any way from receipt or use thereof.All business is handled strictly in accordance with our Standard Trading Conditions, a copy of which is available upon request.
Tony Whitmore
Director
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And of course my reply:
Hi Tony,
Thank you kindly for your reply.
I’m unsure of where to start, since March we’ve been turning our website products off and on in an attempt to control the flow of sales, our website is now permanently off-line until we find another solution. This was also a way for us to control the usage of Ink, as giving refunds plus the cost of P&P and the cost of the garment itself was becoming expensive we decided not to further invest our money until we were sure a solution could be found.
On numerous occasions we spoke with Gordon and various other members of your support staff, all very responsive and we’re appreciative of this, however we still continued to experience problems but only with our larger graphics that require more ink. Now I’ve heard various excuses for what could cause this along with possible solutions, some that even appeared to work at first.
I should hope turning the machine off would not cause issue as the same process was followed as the last time when it was advised the machine would be off for over a month which I believe you were also made aware of, and we were informed would be ok.
I appreciate your offer for further assistance, however the ink supply is just about exhausted and we’re not willing to further invest potential losses, when purchasing the machine Mark was positive that after the initial problems, there would be no more and furthermore stated if it should continue a refund could be arranged, it was this that gave us the confidence to invest at that time, I understand though you cannot comment until you have liaised with him.
Kindest Regards
Helen
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And now we await a reply. I think I now hold promise as Tony is a decent chap.
