Xpres Support Non Existent

[J1m]

I spent about £1800 with these guys about six months ago. One of the things I bought was an Epson WP-4015 printer. At the time I had seen the printer available for about half of what they were selling it for. When I queried it and asked why did I not just buy the printer off eBay and source the inks elsewhere, the young lad gave me a big story about their legendary support, how no one would warrant the printer with the Subli inks in, but of course they would, and that is what I was paying for and the peace of mind would be worth it. I agreed and paid.

Two weeks ago, the printer started playing up, no matter what I tried, it just would not feed paper, and if by chance it did, it just spewed every page out one after the other without printing on them. So I thought I'd avail myself of that great support that they promised. I spoke to a pleasant lady, explained the problem and gave her a telephone number and an email. I was told a member of support would get back to me ASAP. Nothing after a week, so another call and another week - Still no one has bothered... :frown:

Meanwhile I fixed the problem with the printer, it was a dodgy paper drawer.

[Johnny]

I think is have to agree. Xpres is a sales machine at heart. they'll supply you with anything they stock. but as soon as you have a problem they're really hard to get technical feedback from. they won't even put you through to the tech department. I asked why once and they said it keeps the system fair if tickets are submitted through their website. I don't really want fair, I want five minutes on the phone to someone, not an hour, day, week, hanging on my emails to solve a problem that's costing me money.
you're right, it certainly doesn't feel legendary...

[purpledragon]

printers using sawgrass ink must be bought from an authorised sawgrass dealer only then will sawgrass take over the warranty of the printer so its odd that xpres say they (xpres) will honour the warrenty though thats not to say they wont. i personally havd never had any problems with xpres but then ive never had the need for support from them really, but i must admit there seems to be a lot of people starting to complain about them recently not sure if anyone from xpres visits this forum but if they do it may be wise for them to take note

[socialgiraffe]

When I purchased my first Ricoh 7000 from them it went wrong within 6 months (this is going back a good few years). Customer support was hard work and the end result was me threatening legal action if they did not replace the printer immediately. They were telling me the warranty was invalid as I had put dye sub (Sawgrass) inks in it so Ricoh would not replace it. I explained that they sold it as a dye sub printer so tough, replace the unit. Which they did... eventually.

Also, had a conversation with them recently as I wanted to buy their stock of cup and saucers. They told me that the website was the wrong price and even though I had paid etc I still needed to pay more. Needless to say I told them to ram it

I now see the feedback/support/sales recently is not that great and also note that they are now selling Jelliskins. A quick look on this forum will show you that Jelliskin are just as bad with communication and support.

All the above means I will not put my business reputation in their hands.

[Ian M]

not sure if anyone from xpres visits this forum but if they do it may be wise for them to take note

I have tried a few times in the past couple of months to get them to come onto the forum to get their side but, nothing from them as yet.

[purpledragon]

I have tried a few times in the past couple of months to get them to come onto the forum to get their side but, nothing from them as yet.

Its a difficult one ian xpres are a full on business with directers sales teams and various other departments i dare say the head honcho probably has very little to do with customers and is running a company rather than looking after customers as such the customer gets lost in a sea of service departments set up to supposidly look after the company as such the owner would no longer want to spend time talking to customers via a forum or any other way .
As an example your name might be fred bloggs who owns bloggs grocers now fred talks to his customers on a daily basis has a gossip , listens to the customers ideas and gripes and reacts to that.
Now fred blogs has grown huge and is now Bloggs supermarket with stores throughout the country fred however no longer talks to customers as he is sat at head office he now employs managers who manage and sales teams that sell and tech deprtments that advise on tech unfortunatly what he doesnt have anymore is an owner who listens to his customers and gains feedback and ideas .
This i feel is where xpres are now they have ooutgrown talking and listening to customers which i think is a huge mistake .

If i ring xpres i have no idea whio im talking to and they dont know me i pklace my order or ask my question and its all very clinical however when i ring BMS i know who im talking to (normally) its either jo , hilary or scotty or on occasion Martin they all know me (not sure thats a good thing) infact they now know my number when the phone rings . If im faced with buying an item which xpres also stock each the same price who would i go to ? well its gonna be BMS every time at least i can have a laff a joke and a pleasent phone call and the best thing is any problems i know theres people there who definatly will try and help as much as possible

[James990]

I have received the new Sublimation catalogue from Xpres today. It is interesting to see that they are giving a price case study for their mug, saying typical selling price £8.95 and the breakdown for consumerables being Cost of transfer £0.07, Cost of bacis mug £0.90 and that is it, no mention of depreciation for machine, no mention of ink, time to do the work etc!

I wonder sometimes if people like this are living in the real world!

[JMugs]

Just tried contacting Xpres to ask a question about buying a press, can't talk to anybody! Use the technical support on line is the reply (automated), but that requires you have an account, which I don't as I haven't used them before. So I call Novachrome .... I get to speak to somebody (good start), she informs me they are at a show and will be back next week, but when they phone in she will ask. Now which one is more likely to get business from me ..... oh yes that will be the helpful Novachrome.

[Andrew]

I have always spoken well of Xpres but they do seem to have gone down hill recently. I went to buy some items a few days ago and noticed the price online was cheaper than what I was being quoted on their very highest quantity break. When I mentioned this they said the website is being updated. They said I can buy at that price if I used the website but she wouldn't give me the goods at that cost. This is one of a few dodgy scenarios I have had with them in recent times. They seem to be losing the plot on customer service.

[purpledragon]

Just tried contacting Xpres to ask a question about buying a press, can't talk to anybody! Use the technical support on line is the reply (automated), but that requires you have an account, which I don't as I haven't used them before. So I call Novachrome .... I get to speak to somebody (good start), she informs me they are at a show and will be back next week, but when they phone in she will ask. Now which one is more likely to get business from me ..... oh yes that will be the helpful Novachrome.

Id be a little careful there too as all might not be as it seems with nova , i bought a very expensive double head press from them i paid a premium because i believe you get what you pay for and i wanted the support of a known company i can fault the press and its given 2 or 3 years of great service recently i found i needed a new blanket on one of the heads this is to be expected after a certain period so i ordered the blanket . This cost double the amount of the average blanket again i dont mind paying more for quality but what i got was a cheap blanket which quite frankly wasnt upto the job and gave substandard prints i spoke to nova chrome who gave me a sob story of how some manufacturer had ripped them off for 5 grand (so what not my problem i just wanted a blanket that did the job) i did get a replacement blanket but that was the same as the first replacement they sent so i paid double the money for a blanket that so bad i ended up putting the old one back on it looks ropey but still works better than the new ones .....