DSF

when i first joined this site i was told of the great customer care with this company. I purchased their heat press a df50 because i was assured of the great customer care i would receive and that all there products where of a high quality and not a cheap import.
I purchased my df50 and all was good for a while. When closing my heat press i noticed movement in the handle as i pressed more items it got worsce until i was unable to close the press fully to start the timer and lock into position. I had to actually bend the handle back up to get it to close. this takes alot of force and i have had to do it now several times which is weakening the metal which will eventually result in a break. i have been sending emails to the company and firstly they couldnt receive them because they where too big, then the images where poor quality they couldnt see(i had to reduce this so they could receive them) now they want nothing to do with the problem saying that it dosnt need to be fixed!!! you know what i wish i had went for the cheaper chinese model because thats where they are all coming from anyway dont be fooled by great customer care cause it dosnt exist.

beefyor1983;71354 wrote:when i first started this site i was told of the great customer care within the company on here. I purchased their heat press a df50 because i was assured of the great customer care i would receive and that all there products where of a high quality and not a cheap import.

I purchased my df50 and all was good for a while. you know what i wish i had went for the cheaper chinese model because thats where they are all coming from anyway dont be fooled by great customer care cause it dosnt exist.

I think you will find at that sort of money, it IS a Chinese model. You will need to pay at least double that price to get a European or American made press.

I deal with BMS and yes they are a good company and Martin is extremely helpful and gives a lot of useful advice on this forum and elsewhere. BMS only supply the machines though, rather than make them.

Rather than keep forcing the mechanism, you need to ascertain why it is needing so much force to operate the machine. I am assuming you have greased the pivots of the machine, preferably with white lithium based grease and that the pressure adjustments are correct? Does backing the pressure right off ease opening and closing the press, or is the mechanisn still tight?

We have been having email discussions about this for some time and waiting for images to see the problem that had been reported. The images shown to us point to a part if the press which is no different to any of the new machines we have in stock (as advised by email). The pictures sent do not show an problem area.

Also as replied by email any movement in the handle may be a loose bolt at the point where the handle joins the bar and this may be a simply tightening that is required.

Also as advised by email, we are happy to check the press over if it is to be sent to us and if a fault found then it will be sorted out and returned at our cost.

So to reiterate, we are not aware of a structural problem with the press as advised by email and pictures sent.

More than happy to continue the support communication via our normal channels but the forum is not the place for BMS technical support queries.

Hi Beefy

To slate BMS is a bit unfair. Don't get me wrong, BMS are big enough and ugly enough to defend themselves, and if they have done wrong then I, along with many others would be interested to hear. But your complaint is about the machine and not with the customer service. Image emailing problems aside (how big were they!!!) it appears that Martin has responded to you so if you are unhappy with his response then go back to them.

If you are unhappy with the machine then I would suggest writing a balanced report on the machine.

I have exactly the same press and I think your problem is the limitations of the machine. The DF50 is a great little heat press for the money but it does have its problems. The handle on mine also bent and still does if I use very heavy pressure. I kind of guessed this when I purchased the machine as it is so cheap and you get what you pay for. For example I have just purchased the TMT white toner system and I knew before purchasing that I would not be able to use it for garments as my press will simply not be able to get the pressure needed. If I want to produce garments with it I would need to go for something like an Adkins.

you know what i wish i had went for the cheaper chinese model

You did! A high end heat press with the same size platen is double/treble the price of this machine.

More than happy to continue the support communication via our normal channels but the forum is not the place for BMS technical support queries.

Martin, I agree with this comment but I do think Beefy's post is not necessarily about technical support and more about the service he has received. Whether he is right or wrong I still think this is the place for it and judging by your response on here you have done everything right. Posts about bad customer service I find are far more useful than the ones about praise as it helps me to decide where I put my money.

I had a mug press that need fixing, as the handle was loose and a couple of other things, I ask a electrician who fixed washing machines to look at it, these mug press are quite simple things and are mainly nuts and bolts, he had to re-bore the handle and put in a different size bolt, he also check the eclectics, it cost me 20 pounds, I know this machine is new but for you to post it back and have all the aggregation of waiting and be able to trade is far more important, I appreciate that your angry at the way you perceived that you been treated, but take a deep breath and try again if that fails rather than have a mug press that slowly getting worse then try getting some one in and simply chalk it up to experience. I do think that you have the right to complain if you feel that you've had bad service and just because bms gives good advice on this forum does not make them immune to you saying how you feel

The main issue with the chinese presses are that its a poor grade of metal used, and also many weld points are substandard. Regulations on chinese metals are severely lacking in relation to uk standards. I used to work for a steel engineering firm and have seen many chinese items brough it for re-welding and beefing up in various sections.

It may be that there is a weak point in the metal and this is causing the deformation its not an uncommon thing and also something that BMS would not know, most items get a stress test in design and prototype, after that they are built and shipped if they pass.

I cant see the damaged section properly as the pictures are too small, personally i think that BMS option of you sending the press to them and letting them check it for you is more than reasonable and is something that I personally would take up with them. If BMS felt it was not in thier interest or being uncoperative they would not offer this.

I have bought many things from BMS and have found the service excellent and most helpful everytime.

Perhaps you should give them a call and arrange to have the press sent back for inspection, this is within your rights and they have offered this. Apart from that I feel they have been most helpful here.

I do agree that the forum isnt the place for this when a simple solution had been presented.

BMS are a big supplier, and they must sell a lot of products to a lot of people. On the whole those people must be happy. Things do go wrong - BMS is itself staffed by humans after all, and they sell items than are made by humans - some of those items are made fairly cheaply in factories which may not have such a high QC level as expected by some. What separates good and bad companies on the whole, is how they react and deal with problems when they do occur. It does seem that they are trying to help you out, and have offered to take the machine back to have a look at it, and replace it if they do find it to be faulty. This seems fair enough. Apart from some issues with the size of emails they can handle being sent,I am not sure what else you are wanting from them.

Theres 2 sides to every story they say but have to be honest the staff at BMS in my experiance have always been amazingly helpful i cant even put an order in now without scotty of hilary ringing me back to see what ive forgotten mainly because i always forget something . Looking at your pictures it looks like too much pressure has been used when pressing but thats just my humble opinion from what i can see in the picture , ive had a similar machine from bms since 2008 and its still going strong, yes it is chinease but in all fairness not everything from china is low quality but as a guide you have paid £270 for the press or there abouts i have just bought a stahls press which cost me £1200 that may put things in perspective a bit. Obviously we dont have access to the emails you have had going back n forth between you and BMS but from what martin has replied i would say he has been quite reasonable about it , What makes you say they want nothing to do with it ? have they actually said this or is this how you feel? if its just how you feel you may be misreading the response you have recieved . What is the response you would like? obviously a working press fit for purpose but surly you dont expect BMS to just send you another without question send the press back and take it from there good luck with it all

below was the last message i received before posting this thread to be honest i thought it was a bit of a brush of. there was no mention of the product being returned for inspection which i have now seen but this message was sent after i had created this thread so it got the desired response. Look i got angry cause i felt i was being brushed aside and i dont like that maybe this isnt the right place to do it but sometimes companies need a general push in the right direction. I can see from posts above other people have had the same problem with the handle and leads me to guess that this is a common thing? Im fairly new to this and its obvious that at £270 i can expect nothing more when you think of other models at £1200. And as you say get a man to fix it for few quid save the postage hassle and no machine for probably 6 weeks. I will say all the other products i have bought of BMS i have never had a problem and i will praise them for this fact.I will give it where due. I felt cause i dont splash out the large amounts of money i was basically being told theres nothing wrong with it now go away and that slightly annoys me.
Dear Brian,
I've looked at the photos you've sent and compared these to new machines that we have in stock and they are the same. The part you are showing in the picture does not need to be welded/ fixed to the arm as the bolt that goes through the handle and arm is behind this section. That is where the force is exerted and the small gap you are referring to on the handle is absolutely nothing to worry about and is not a part of the press that needs to be fixed.
Regards,
Martin

Sadly the build quality on some of the Chinese built presses often leaves a lot to be desired. Well actually most of the stuff that comes from that part of the world. Paint that comes off if you wipe it with a rag, odd sized bolts fitted, sharp edges, unsecured cables, misaligned components, weld splatter etc are all common problems with many of the Chinese machines. You have to balance that out with a purchase cost that is far lower than 'brand name' machines though.

Many purchasers are new enterprises and sadly there are probably far more businesses that will fail rather than succeed, hence the plethora of used equipment and complete setups you will always find on auction sites etc. An initial purchase of lower cost equipment, whether that be Chinese or used, has allowed many people to test the water without huge financial investments. As long as you appreciate that the equipment has variable quality and needs to be treated with care, in most cases it will do the job.