ComplaintsforLogoJET Inc.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On February 1st when we bought a new encoder wheel assembly on their recommendation. We only needed the PF motor, but we upgraded because they suggested it. After receiving it, our printer gave us a "No Active Key" error. So LJ support suggested we buy a new control board and then several other parts. We bought those parts, but after exhausting most of the parts that may fix the issue, they then decided they wanted us to pay for more support or send the printer in to them. Fast-forward 3 months later and after hours of troubleshooting on our own and replacing multiple other parts, we decided to put the old encoder wheel assembly back on. Since the PF motor was bad, it made a loud noise. So we turned the printer off and put the new PF motor in from the encoder wheel assembly that Logojet upsold to us. After our old encoder wheel and the new PF motor were put together, the printer started working. Yesterday, we asked Logojet support to replace the defective assembly wheel. They said they couldn't because we installed it and may have damaged, plus we changed out the PF motor. Since the printer didn't work with their defective part, we were just trying to figure things out. We already had to repair the PF Motor out of the box because wires were loose and as you can see from this photo, the wires were exposed here too. The motor was easy to fix with a little solder, not for sure what this needs. Either way, they sold us a defective part and all we wanted was a replacement part, which they denied. Even worse, Logojet sold us multiple other parts, including a control board, that we probably didn't need, when all along it was their defective encoder wheel assembly.

  

  Business response

  06/06/2022

  Thank you for giving us a chance to respond to this complaint. After speaking with our team, we feel it is important to shed some light and clarify some context on the relationship with the customer. 

  Per Lila ******--Account Manager

  4/7/22 - The most recent call was with ********* – She claimed they had spent over $3,500 on parts for their printer and still had not resolved the issue. On this call I was asked to present their only two options available at that point which were a depot service or an onsite. ********* refused both options and when I mentioned the fact that they are not following instructions, she said that she just wants it to be a discussion so that they can share what her and her team think should be done. She also shared that she was offended that I called and asked to speak with *** when she was the person that had been handling all of the repairs. I requested to speak to him because that was who I was told I would be talking to. 
  **One order was for a refurbished UV lamp costing $2,600**
  
  I also want to note that I don’t have a way to report how many of the 36 cases were Escalations because once they get resolved, that box in salesforce gets unchecked. 
  
  Newt's Games & Playing Cards (E-Quiver)
  Asset: Refurb UV2400
  Purchases Date: 5/22/2015
  Install Date: 5/26/2015
  Cases since Install: 36
  Avg Age (days) before resolving: 57
  UV2400 annual consumable cost $2,889.00 

  I have also attached a spreadsheet that contains the number of tech support cases submitted by the customer, a work log data sheet, parts sent to the customer, and submitted escalations. 

  While we are working on a solution with this customer, we feel that the results is due to user error and not our company as a manufacturer. 

  Customer response

  06/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17193462.  While I found the response from whomever wrote it unsatisfactory, the fact is we already have received a credit back from Logojet on May 31, 2022.  So we consider this issue resolved satisfactory, even thought it appears Logojet management still insist on insulting its customers with statements like this:
  "While we are working on a solution with this customer, we feel that the results is due to user error and not our company as a manufacturer."
  The fact is the part was defective and that defect started a chain reaction of having to buy more parts that we really did not need. Kind of reminds me of when Sears got in trouble back in the 1990s for pushing car parts for vehicles that didn't really need them.  I understand that this was not the case with Logojet, but their insistence that the encoder wheel defect was somehow our fault, yet they were willing to replace the control board a few weeks before, is just odd.  Clearly, they understand that things can be defective, and clearly this part was defective.
  
  Again, overall, the support from Logojet has been top-notch over the years.  No, we did not follow every suggestion they gave because, yes, sometimes they were wrong, or we simply did not have the funds to do what they suggested.  On this one they were clearly wrong, and for some strange reason they insist on not accepting the fact that their part was defective...even though they already refunded our card.  We appreciate their support over the years and would still recommend them.
  
  I do hope that the BBB covers up what we spent with Logojet and hides our trouble tickets, as we consider them private information.
  
  Sincerely,
  
  James Esteph

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩