What am I doing wrong?

[Paul]

Also dont forge that you put that in you printer and brother is like ricoh. Once you stick the ink in it thats it... Lot of effort to clean it! So is not only matter of returning bad inks. They should return your money and pay for cleaning your printer too!

[viccar]

It agree with the others, think they have sent wrong ink and are not admitting it, id ask them for at least payment of cleaning fluid.

Good luck in the future with this, i hope it all works out in the end, but it must so frustrating for you.

[twinsgran]

I don't buy it.
I think they're trying to cover themselves to be honest - have sent you the wrong ink, and are not admitting it.
Either the ink will sublimate or it won't, no matter which suitable printer you put it through
Easy way to test this is to drop a little bit of the inks onto some paper. Let it dry, and then try heat pressing it on to an item - something cheap like a piece of polyester.
If it is sublimation ink then it will transfer nicely, and if it is just a normal dye or pigment ink, then it won't.

I'll give it a try. Does it have to be 100% polyester?

[Paul]

in this case is better if it is

[twinsgran]

Right, thanks. I'll go to the fabric shop in the morning and buy a piece and report back to you . Thankyou so much everyone for helping and supporting me.

[pisquee]

Yes, as others have brought up again, and as I mentioned earlier in the thread, if (and I think they have from what you've said) they have sent you the wrong ink, then you have a printer, which needs flushing out before you can put the correct ink in. This is not your fault that this has happened, but theirs, and so it should not be at your expense (in terms of money OR time) to have the clean the printer out, and refill it. Again as I said earlier, this situation will show what this company are like customer service/support wise. How they rectify a bad situation is what will show them as good or bad. Although, they aren't off to a good start (if I am right) that firstly they've sent the wrong ink, and are denying it. Asking you to send it back is a bit odd too if you ask me - you've sent a test print to prove it is wrong - why do they want the rest back? Either they don't trust you, and want to make sure the rest of the ink is the same, or they are going to top it up and send it out to the next customer. I wouldn't want to be sent ink that has already been sent out to another customer, used, sent back, and then sent out again. For the cost price of bulk ink, it hardly seems worth them time and postage wise to have it sent back - unless they are asking you to pay the postage on that?

[twinsgran]

From what I understand, they're sending a pre-paid envelope. I really don't know how to approach them now. Yes, I'll get my money back on the inks, but as you say, it's also the time this has all taken, and the fact that I've missed out on Xmas trade by not being able to print out my jigsaws, which I'm sure would have sold.

[pisquee]

... and the time it will take to clean the printer out, before you can buy some actual sublimation ink and reload your printer and get it all running again.
They should be collecting your printer, and then cleaning it through for you, and returning it to you, along with some actual sublimation ink. (ideally, replacing your printer with a fresh new one)

[twinsgran]

Okay..the results. I did as suggested above re: ink drops onto paper, letting it dry and pressing onto polyester.... and it transferred. I was pretty gobsmacked as you can imagine, so then tried pressing onto a bit of mouse mat. It transferred! So I printed an image and tried pressing that. Again it worked, apart from the colours being c**p, which I expected anyway.
So, what the heck has been happening? My husband came up with the suggestion that perhaps the printer was not brand new when we bought it, although it was bought as such. Maybe it had remnants of ink in it and now the new ink has just filtered through. It's hard to believe this can be the answer but what else could it be?

[viccar]

i would try to sublimate the jigsaw again or something else other than mousemat or material.

If its normal durabrite ink and inkjet transfer paper it will sublimate onto material and mousemat, so now you need to try something else, just to be certain, have you got a bit of the jigsaw left? or something else.