Ricoma International
reviews and complaints

Business Response Below is our response to Complaintsboard.com case #XXXXXXXX. *** purchased an MT1501 from us back on 12/20/2019 and from our knowledge of the customer, she has been happy with her purchase. Early in our professional relationship with the customer, she has had nothing but great reviews on our company and emailed many employees in our company with praise. On December 30th at 10:57AM, the customer asked for us to expedite her order during the holidays which we did and would for any customer. On New Years Eve, I reached out to the customer to assure her the machine will ship the day after New years Day due to the holiday. The machine the customer purchased has all capabilities necessary to embroider hats, bags and bulky items. We have reviewed all of our service records and have not found any tickets or issues from the customer regarding this claim. The customer has left numerous posts with positive rating in regards to her experience with our company and staff. We would love to be able to help any customer in any way we can, but have never been afforded the chance to do, since this is the first we have heard about any concern from the customer. The max speed of the machine (Mt1501) is 1000 (spm) Our customers are aware that pending the material of the garment, (Leather, structured hats or tough materials etc) you would need to slow down the machine speed. We would like to have an opportunity for our service department to help remedy this concern and are willing to help the customer with any concerns moving forward. We have reached out to the customer after this post, but the customer will not allow us to assist with this concern. It has been 5 months since the purchase of the machine and this concern has just surfaced, we would like the opportunity to have our team reach out, since within our signed contract a full return is possible within the first 30 days after purchase. Our company would be happy to assist the customer further to find a resolution and put any concern to rest. Thank you. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Ricoma is a company that is excellent at convincing folks that the machines can do any product. They are top rated on YouTube for their content as they are one of the few companies that even have videos and social media. Perception that they are the best by manipulating social media platforms. However, they are not consistent with their messaging which initially I was trying to help support: e.i. one video says to oil certain parts of the machine and in training they stay do something else. In my training, I brought up about the hoop sizes so your machine doesn't go out of bounds, the hat adjustments were not brought up, which led me to waste time, material and money. A machine should not have MULTIPLE COMPLICATED adjustments to produce an outcome, it should be set up for success. Especially when it is delivered in the box with an UNSTRUCTURED CHEAP HAT sewn out on the hat attatchment, giving the impression it can do any hat without adjustments. Secondly, I purchased the machine on 12/16/19, after multiple calls and my calls being screened I realized that my machine was not going to ship prior to 30 days when my payment was due. I had multiple contracts lined up with $4,000 in profits which I lost since the machine was not here and my training not scheduled. Many folks on Facebook also complaining that their machines had not arrived, I had to reach out to the President Henry and the director of sales I think Jason to get my machine expedited which they stated was on a special case and made a big deal like they were jumping multiple hoops to accommodate me. I also had to go thru multiple hoops to get my subscription key for the chroma software so I could prep for my contracts. THIS TOO WAS A HUGE hurdle ... "there is only 1 lady that issues they keys and she is pregnant, working from home and we can't get on her bad side" according to the salesman. My machine finally arrived on Jan 7th and I couldn't use it to not void my "contract" I wasted an additional 8 days to schedule training cause no slots were available. My complaint is that I was told this machine could do structured hats at the highest speeds and it was better than anything else out there... I have excellent credit scores so they pushed the Mt1501 the more expensive machine. The machine does flats beautifully but it does NOT do structured hats at the speeds and quality that they advertise. I did not complain to Ricoma directly because I know from multiple social media groups their antics... Ricoma responded back to me after my complaint Complaintsboard.com with my "30 days are up" how can you have a 30 day policy when you set up the customer not to have 30 days to test the machine? I know I will not get a refund from Ricoma, however, I would like future customers to understand that Ricoma is NOT what they perceive as their image. They hire attractive multicultural millennials to advertise when they have no experience in the embroidery business. They tell you what you want to hear and new business owners will fall for it. I've never filed a complaint against any company, however, my experience of the facts is important that I warn others that the QUALITY machine you are looking for IS NOT RICOMA. I hope this is helpful to others. Business Response In Response to case #XXXXXXXX: As a company that cares for all of our customers, we are willing to help in anyway we can. The machine that was purchased by the customer is our most diverse machine which can embroider hats, bags, shirts or any type of garment. The customer embroiders hats and the MT1501 is a commercial embroidery machine with capabilities to hats with ease. This machine has a cap rotation of 270 degrees and is the perfect machine for the customers needs. As the customer stated, we have top rating on all social media and on our Google reviews as well. We are a company that is known to help customers with any issue that may arise and have the reviews to prove this. All other embroidery company's do not have service departments in place and go to the extent that we do to service our customers every need. We are known for our customer/technical support which Ricoma customers enjoy a 5-year warranty, free training and lifetime access to our service department 7 days a week which is a free service to all customers. We would like for the customer to let us help assist her, since she is covered and want to give her further training to run the machine the correct way. Unfortunately, the customer will not let us give her the training and support she needs. If there is any part of the training the customer did not understand, we would be happy to do another training so she has a better understanding how to use the machinery to its full capabilities. As I stated in my last response the machinery has setting's based on what type of garment you are embroidering. If the customer is doing leather, hats with a rigid backing or light weight t-shirts the settings and speeds to run at will vary. We would like to have an opportunity to show where the customer is going wrong during the set up of the machine, but will not allow us to assist. As far as the shipping of the customers machine, we did everything in our power to get the machine out during the holidays and during our busy season. As stated before we would do this for any customer that needed us to expedite the shipping times. When we speak to the customers at the point of sale, we always discuss the shipping times on machinery and make sure we are transparent to set expectations. The customer ordered the machine on 12/20/2020 as stated in the last response with order attached below. Also, I did some digging and found that we sent the customer the Chroma Software on the Christmas Eve 12/24/2019 before she received her machine as a favor, the customer activated the software on 12/24 at 3:23PM which is also attached below. Typically we do not send the software until the customers machine ships, which we also expedited to assist the customer any way we can. Before any customer uses their machinery, we suggest they take the training first before using the machine. The customer asked for expedited shipping, expedited software delivery and we met her request every time. Also, as you will see from the contract/order the customer made, we payed for all of the shipping costs and also gave further discounts on her software as well. The total cost of the shipping and software discounts were $1219.99 which we were happy to help with. We took the liberty of attaching all of the corresponding paperwork and emails below of the customers experience with our company and like our other customers, its been a great response. We would like to help assist in anyway we can, but we cant help a customer that doesn't let us help. The customer had a terrific training experience and never asked any employee to expedite this. We have a training department to help assist all customers with the on-boarding process to understand the machine thoroughly and the feedback was the same from this customer as well. We have machine videos on YouTube doing hats extremely well and also have done FaceBook lives with the same content. As stated earlier, you need to make adjustments for different garments, materials and product types and this rule is industry wide. If you Google this all embroidery companies will state the same thing. If the customer would like us to walk through the set up of her machinery again, our service or training departments would be happy to assist to ensure she understands the correct set up. Also, I would like the customer to understand that when we receive the machine, we go though a stringent testing and prepping process before we let the machine ship to the customer. If this intervention can help us assist the customer to be happy with her machine that would be the end goal for us as a company. All of our customer have a 30 day window after receipt of the machine to return for a full refund, this is clearly stated in the sales contract which the customer signs, dates and initial's. This is sent in a DocuSign format to ensure the customer reads, understands and signs the contract. As far as the Multi-cultural millennials comment, I am not sure how to respond to that? Our company is right outside Miami, FL and we do have some multi-cultural employees which are some of the hardest working and nicest people I am proud to be working with on a daily basis. All of our employees go through a stringent on-boarding process with extensive training. Some of our sales team have ran there own embroidery companies with 25 years of experience. As far as myself, I have been around the garment manufacturing space all of my life, since our family business for the past 75 years manufactures designer clothing in the garment district of NYC. I have been around all types of embroideries and have a vast knowledge in this space. The owners of our company have been in the sewing and embroidery space for 25 years as well with extensive knowledge. As far as the Multi-cultural millennials comment, I am not sure how to respond to that? Our company is right outside Miami, FL and we do have some multi-cultural employees which are some of the hardest working and nicest people I am proud to be working with on a daily basis. The rest of the United States also has Multi-cultural Millennials as employees and this comprises 50% of the current workforce and will comprise 75% by 2030. I am not sure why this was brought up, since it has no bearing on the issue at hand. More importantly those multi-cultural millennials are who the customer posted the terrific reviews for, which is also attached. I hope we can get some resolution to this issue, since it seems to be going in a direction that is uncomfortable for me and the employees of our company.

Business Response Ricoma International Response Case Number: XXXXXXXX We reached out to the customer and performed the refund, which the customer was satisfied with and stated he will be informing the Complaintsboard.com. I spoke to the customer on 12/6/21 and informed him that I have refunded his payment of $2,962.30 and have placed a stop on charging his Synchrony account. All refunds have been performed and sent to the customer by email, and he is happy with this outcome. We take any customer inquiry seriously and happy to find a resolution that works for both parties involved. As a company, we hope that this matter is now resolved and look forward to potentially servicing this customer in the future. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Jason from Ricoma called me and was very professional. He right away resolved the issue and sent back the refund. I appreciate all your help and please close this ticket.

Business Response We have read your Complaintsboard.com Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment. We have reached out to *** and are working with him and both have agreed to have a technician scheduled to go to his location to resolve, if our technicians are unable to repair we will swap the machine as our warranty states with a like for like replacement. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) Please close file.

Business Response We have read your Complaintsboard.com Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment. We have reached out to this specific customer due to this inquiry and have setup an onsite service visit for Oct 10th, 2021 in which it has been determined he needs a part and part has been shipped and customer setup for a return service visit to install the part. We have been more than willing to work with the customer on any issue the customer has had and will continue to do so and be available to assist the customer. As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment. We feel the equipment is quality equipment and capable of running on any of the material the customer wants to embroider on, as long as the tension is correct, the item is hooped properly, and the file is digitized correctly. Consumer Response ark *** 9:14 AM (2 hours ago) to me Thank you for stepping in and helping. It's sad to say but the only reason the company followed through is because I reached out to you guys. But now my machine is working again and I thank you for your time and assistance with this matter. Respectfully

Business Response We have read your Complaintsboard.com Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment. As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment. I would like to address each complaint. The first would be the machine being ordered. The machine was ordered on 12/21/20 shipped 1/12/21 and arrived and signed for by the customer on 1/15/2021. Signature of delivery provided in screenshot #1. Second I would like to address the delivery. We extend apologies for any confusion that could have been verbally miscommunicated to the customer, however all of our Sales Representatives are instructed to inform customers this and is also why it is on the sales contract. Our contract that is signed by the customers Cleary states that the delivery is curbside. The service department responded to each ticket submitted by the customer within a timely fashion. Please refer to screenshot #2 and 3. The issues experienced were caused by failure to attend corresponding training, improper installation, or other user misuse The customer has never taken training on the machine only on the software which is required by all customers before using the machine. Please see screenshot #4. Despite the customer not taking training Ricoma sent a technician out this week on 9/29 who found the machine not properly threaded and set up. He corrected these items and provided in person training which is not normally provided to customers who purchase this product. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response. Their automated system did response in a timely manner but a live person did not contact me in a timely manner on the phone or by email. Yes, a tech did come to my house after months of complaining; they sent an independent contractor that fix the issues. He did explain a lot to me more than the actual Ricoma techs. The machine work properly but now I am having issues again. I have owned other embroidery machines for years and this is the only machine where I am always working on it. Removing the covers to place parts back in position. I have taken their training and reviewed their videos on YouTube. Every time there is a problem I review these videos. The machine came pre-threaded; therefore, if it was threaded wrong it was done before I received it. The sales rep reinforce that the machine would be delivered to my front porch; delivery curbside was never discussed on the phone. I would have never agreed to delivery otherwise since I am disable unable to lift and carry heavy objects. Blaming me for everything is their response and I do not accept that. I no longer have confidence in this company anymore. Business Response We would like to reiterate our goal is to assist our customer's in resolving any issues they have run into on their equipment. We have multiple ways to assist our customer via email, phone call and video calls, or in person technician. The initial two emails that were sent and screenshotted in the last response were not automated responses. Both were responded to by an actual technician, via email. We have three emails for support on record, and all were handled by a technician including your most recent case in which the customer has stated she is running. I would again extend apologies for any confusion on delivery, however the contracts are always clear in stating the process of how the delivery works. Contracts are also signed before sales are completed. There is never any intentions of misleading our customers. There can be a white glove service provided at additional cost to the customers, in which an outsourced company would be hired to come and set up the machine, and possibly, this was the confusion, if it was offered by the sales representative, but never agreed upon for the charge by the customer. The machine does come pre threaded, but in the process of set up and shipping, the threads can move, while removing the cover, taking out of the box, and such, minor displacement can occur. Customer has taken the 10 pre training videos, but still has not taken the virtual live training for the machine. The customer has only taken training for the digitizing software. Ricoma does not blame the customer, however, the customer does have responsibilities to ensure the machine continues to run. After the technician's visit there was another problem that the customer worked through and it was determined to be the bobbin and bobbin case only, a consumable part. Customer has confirmed the machine is working. We are committed to providing as much support as possible to the customer and simply urge the customer to call and or email and support will be there, as they have been, should we are needed in the future. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response but I will not be going back and forth with them concerning this issue any longer. Already, too much of my time has been taken up getting this machine to work properly.

Business Response We have read your Complaintsboard.com Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment. As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment. To date we have made every effort to assist the customer in resolving the issue that was ultimately caused by the customer not taking training prior to utilizing equipment, which is stated as an issue that is not covered under our Warranty. Damage/defects caused by failure to attend corresponding training, improper installation, digitizing, or other user misuse The customer has never taken training on the machine which he received in Mid-December 2020, has asked for training outside of normal business hours, but is unwilling to accommodate any change in his schedule to facilitate the training. The customer states that this was agreed upon with the Sales Rep, but no where is it written up in any documentation as a requirement from the customer that training or Support would have to be after 8-9 PM EST. Multiple Times, we tried to accommodate customers schedule to assist and numerous times customer was inflexible. After our West Coast Team worked with him late in the Evening May 3rd PST, troubleshooting, it was determined that customer had hit a hoop by customer's admission and it knocked off his timing due to not taking training and customer is unable to make the timing adjustment. We had sent tech requests to regional techs and because of inflexible schedule of the customer, the techs were unwilling to take the service. After weeks of trying to get a tech scheduled, due to an issue the customer caused, customer contacted our West Coast Supervisor and was adamant that they wished to return the machine outside of the 30 day Return Window, as stated in the Sales Contract, that the customer signed. We stated our return policy to the customer, and what the customer had signed and that we were well outside of the return window. Due to customer circumstances, even after 8 months we decided that we would attempt to assist the customer in a rare return, due to customer's inflexible schedule, as long as they would pay the normal restocking fee and shipping back to our facility. Even through this customer was still adamant that they were not going to do anything, or to take any concessions to facilitate the return. Ricoma still was willing to assist the customer and waived our Restocking fee. The only responsibility the customer has is to pay for return shipping of the machine, in which they are refusing to do. We are still willing to assist the customer, but we do feel the customer has an obligation in which they have not made any concessions nor have been flexible and Ricoma has made all concessions and has been the one expected to be flexible. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Okay number one I've been flexible this whole time your employees have openly admitted that you guys are in breach of contract you say because my sales rep was telling me a whole bunch of stuff that it doesn't exist because you guys have now fired her that's not true you also know that I work Medical and that I have repeated several times I cannot take the day off or I will get fired from my job also it took you seven months to get a tech to call me to come out and talk to me about the machine the teach me how to use it in that conversation with the tack it was he has no problem coming to see me on the weekend and that he will be seeing me this Saturday then when I followed up with Sasha he told Sasha that he doesn't want to do it and the reason being is because he lives in Pennsylvania I live next to Rhode Island about 4 and 1/2 to 5 hours maybe even eight hours away not me your tack that you contacted because you thought he lived closer to me that is not my issue that you were not equipped to deal with somebody who lived in my area to follow through with what you advertise on servicing your machine now the tech that I talk to in California who works on Saturday and because of the time difference is still very possible to work with which he openly admitted but it didn't seem like you really was wanting to talk to me prevent sad what is the needle hitting and I showed him and took a picture of it which I also took a picture and showed shawnya so it was never the fruit that it was hitting the needle was breaking on the machine and the Machine was also saying that the needle was lined up even after we kept going over the alignment with him and I did the training from Myra coma I couldn't do the online training because you guys stopped offering it from talking to the sales rep that you switched me to after you fired the other one and that it was a normal thing that you guys offered this so once again not my fault which I have discussed with you over and over again in emails where Sasha said no he has been compliant he's giving us extra time and then you ask for extra time and I gave it to you you guys have poor business ethics and now you want me to fit the bill for your poor at business ethics and you're upset because I said I don't want this to reflect on my credit you guys still have not talked to the bank and even now because of the way that I work I'm doing this on my cell phone and you know it's easier for me to do more verbal phone calls than it is to do this which I made known from the beginning that these are my work hours I cannot change them unless you want to pay me the money that I will lose for losing my job I have to do my responsibilities as anybody who has a job yes I signed a contract with you was everything discussed with me about the contract no it was never discussed with me that there's a return policy it was never discussed with me a lot of things and then a lot of things that were discussed with me we're just people agreeing and saying yes we can do this I called several times I've talked to you for a long time cuz you put me in a circle going around 2 which show is in the emails where we've conversed but I've been nothing but flexible with you you guys push the customer back past the time frame to then say we're doing you a favor when it's really the customer that's doing you the favor and then you hold it against them bad business Essex I told you simply I don't want to make this messy I would just like you for you to take your property back and for you to stop hurting my business I'm a small business I'm not as large as you I was trying to get in a better position to offer my clients and do some of the work myself so I could do on demand which in the beginning I was looking for a DTG machine not even an embroidery machine your sales rep told me how this one so much easier which is not true there's a huge learning curve to this machine it is not Plug and Play like she told me the only thing that I'm asking you guys is to do exactly what you told me you told me you were going to send me a piece you never warrantied the machine never sent out the peace you couldn't get somebody to come see me within a timely time frame I didn't hold anything against you I gave you what you asked for you asked him what time I gave you more time you couldn't meet those standards or aspects I think compliant with everything that I was supposed to do what keeps me within my contracts so you have failure to follow through with warranting a part that was from your rep in California you guys locked me out of the ricoma account for months you guys have open and close tickets without fixing any of the problems you have repeatedly asked for more time and you're saying I'm not flexible Business Response In response to case #XXXXXXXX, we are a company who cares for the success of our customers and our team goes above and beyond for our customers. We also assist in issues in which the customers contribute to the machine ultimately having issues and attempt to come to a resolution that is both workable for the customer and for Ricoma. For this customer's case, we would like to go over the issues, customer received machine in working order, never took training, which we state in our Warranty is a term for voiding the Warranty, besides the pretraining on our customer portal, never asked to return the machine within 30 days of receipt of the machine, ultimately caused the issue on the machine by not taking training and hitting a hoop, was inflexible in their time for training, troubleshooting and tech repair. Ricoma attempted to assist by troubleshooting remotely, after determining customer had not completed training trying to work with an amiable schedule to assist in training, customer would not budge, our team was willing to work with customer even after determining customer damaged machine due to a customer caused issue. Ricoma was willing to send a tech out to customer location, but customer still kept times that would not work with any technician. Ricoma was willing to allow a return outside of 30 day window and waive restocking fee, in which customer signed in the original Sales Contract acknowledging, the return period, restocking fee in which there was also no markup in the contract from the customer to state they could only be trained, supported and serviced afterhours. Ricoma is still willing to assist this customer and allow the return and we ask for them to pay the shipping fee back. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) But when it comes down to it I have bent so far for your company and you keep making up lies to benefit yourself you say how your company will bend over backwards to help its customers but after open ticket and close ticket open ticket and close ticket I've always been in contact with your company on the phone and very small emails I've talked to David I've talked to most of your staff and I've said the same thing about giving machine back and you guys always asking for let me see if I can do this for you let me do this for you let me do this give us more time with the ultimately dead now you claim that you sent me a machine that was in perfect working order but when I asked about did you quality control it because the hat that came on it the stitching was busted when I sat with your attack and we went over the alignment of the needles you see I never said it hit the hoop you just made that up it was hurting the foot I think that's what you call it and I talked to Sasha and your needles weren't off the alignment was fine when we went through it and realized it again he said I don't understand but I will warranty this part then never sent the part as of training because you guys stopped doing it on the weekend that's where we ran into the problem where your staff openly admit that you guys offered it on the weekend and then you stopped you like to act like you wanted to come to a resolution with me your resolution with me was yes we did not come through for you on our end of the agreement but now we want you to dish out more money to our business so it doesn't cost us money even though you're destroying my business what you doing based on lies when I had the conversation with you told me since you weren't there it doesn't exist but that's not true you fired the woman that I originally bought the machine from for whatever reason not my business so if you are already having problems and issues with this worker why do you act like I'm lying with all the emails Open tickets and yet you pretend that there's none throughout our conversations even on the phone with you you were coming at me a little bit disrespectful and then getting mad when I came at you sideways Sasha told you that I gave her the time she asked for pushing me further back always giving always giving and now you want to pretend none of this happened when you know it happened because we spoke on it on the phone even sausage so yes he talked to me before then you're starting to say oh the hoop was this or this or that I never complained about the Hoops they actually work the way they were supposed to I don't know if you sent me a machine that was 100 to begin with because there was a huge learning curve on learning this machine which I was not given the information for I was told it's plug-and-play as long as I have a professional make the print I'm getting all the emails transferred into PDF so I can send it when all the emails come through and the complaintsboard.com reads them what are you going to say then what will be the new lie I told you before I don't want to go this route with you I just want you guys to fix what you did and then I can be done with you honesty is key just be honest is very easy to do it really doesn't hurt you I highly doubt they'll fire you for doing it in the end the truth is going to come out anyways wouldn't you rather walk away with a mutual hand where somebody's not bashing your business or destroying their business you guys have so much bad publicity as it is just think about it and even in my emails back and forth with you you've never come to a solid you said what if we do this or if we do that or if we do this you never said okay we're going to do this you keep going around in a circle so how about we break the circle and go in a straight line beginning and end Complaint Response Date bumped because: Federal Holiday

Business Response We have read your Complaintsboard.com Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment. As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment. To date we have made every effort to assist the customer in resolving the issue, that was ultimately caused by the customer moving the equipment without fully following the proper procedure for Moving the equipment. As of 9/2/2020, the Customer (***), Ricoh and Ricoma have agreed to a depot repair of the machine at Ricoh's facility, in which Ricoh will repair and the Warranty will still be honored on the equipment going forward with no additional cost to the customer. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The issue was NOT caused by myself moving the machine it was caused by being sent a machine full of ink that was not properly Flushed before being shipped. Which leads me to believe I received a used or refurbished machine. I have attached pictures. This company has not done everything they can to assist me as a customer. They sent out an IT repair person to replace printer heads and the very next day white ink blew up all over my designs I was attempting to make. When I used good faith to purchase this RI1000 DTG I was promised a new machine, not a machine that had been used or refurbished or a floor model. They have refused to refund my money unless I pay a 25% restocking fee which is roughly $4500. I also had to contact the manufacturer myself several times, file this complaint with the Complaintsboard.com and spoke with the Attorney General of Consumer Protection and if this is not fixed once I receive the printer back I will be filing a suit with them. I have video recordings as well as phone recordings with Ricoma and Anajet the manufacturer. I have had to resort to recording every single thing I do to cover myself legally as Ricoma has attempted to blame me for every issue. And the same day after training before anything was moved I had issues and the same issues persisted and got worse after Ricomas tech came out to fix it and at that time the tech also blamed the issue on improper moving of the equipment and lied in his report saying I stated I moved the machine from my basement to my office on the main floor and tipped it without properly shutting down the equipment, when in fact I apologized for my small office and said I need a bigger office downstairs. I'm not sure how great his understanding was of English. At this point I'm not willing to settle the complaint with the Complaintsboard.com until I have a properly working piece of equipment for over 30 days. Considering my first almost 30 days I have not been able to make any sort of profit using the DTG I fact have lost money by all the wasted articles of clothing used to test print for quality images to see if anything has been fixed, and not to mention all my white ink cartridges are almost empty and my colored cartridges are down a quarter of the way which I was promised the ink in the printer would last to at least 500 prints which isn't even close to what I have ran. They have promised to only send out new white ink cartridges but I have yet to see them. The pictures I have attached are from ink all over packaging when printer was received and ink stains on my front steps from carrying it into the house as well as all the issues I have had with the printer when printing T-shirts. Business Response In response to case #XXXXXXXX, we are a company who cares for the success of our customers and our team goes above and beyond for our customers. We also assist in issues in which the customer's contribute to the machine ultimately having issues and attempt to come to a resolution that is both workable for the customer and for Ricoma. For this customer's case, we would like to go over the issues, she has sent a request for support, 2 days after her training. The issue she was experiencing, she did not have at setup or installation of the printer. Once, we were made aware of the issue, we have made every effort to assist the customer in repairing the machine, by troubleshooting remotely and then by flying our product specialist onsite to do a weekend repair. We have also arranged for the machine to be shipped to Ricoh and repaired at no cost to the customer, all while keeping the warranty intact for the customer. We have stated to the customer that this was in fact a new machine that was properly readied for shipping to the customer by the manufacturer. Ricoma will keep the warranty intact and we will honor the items that we have offered to the customer to resolve the issue for the customer. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I still do not have a working machine in my possession. I have lost business and they are still blaming me as a customer when I have proof I was sent a faulty or used machine, either way it was loaded with ink when I received it. Until I get my replacement ink that was promised and a working machine in my possession for over 30 days I will not settle this with the Complaintsboard.com. This DTG printer was for my small business which has suffered extremely due to faulty equipment.

Business Response We have read your Complaintsboard.com Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment. We have numerous videos in which we show our equipment running Richardson 112's at 1000 Stitches per minute producing quality output on our YouTube channel along with 1000's of our customers who produce quality output on this same specific Hat Type, Richardson 112. Please see this video for proof that the machine can handle this specific garment at the speed and quality advertised. https://www.youtube.com/watch?v=V1M2_aLaNWc&feature=youtu.be For this specific hat type, the digitizing must be completed correctly, and the machine must have the proper setup and maintenance completed by the end user to get quality output and to reach the desired speed. Embroidery machines specifically have customer maintenance responsibilities, that they are required to perform, especially on Commercial equipment, which is what the customer purchased from Ricoma. As far as this specific customer, the machine was purchased in April 2019, Ricoma sent a tech on May 13th, 2019, to address the customer's quality concerns. The customer stated on a call on May 15th, 2019 that the issue was resolved and that Ricoma had gotten their hat production back up and running. We have worked with the customer on 4 other occasions, on unrelated cap issues, which those issues have been resolved! The customer also came to our Annual Summit, Deco Summit, and had positive interactions with Ricoma, and our other users in October 2019, over a 3-day period. The customer has not called or asked for support from Ricoma from May 15th, 2019 to May 11, 2020, on any Cap Issues, in which we opened a ticket for the customer based upon a post they did in our Facebook Group Ricoma Connect. If the customer is having issues as they stated, why did they not initiate support in this almost 1-year timeframe, for this specific issue. We also have numerous recordings in which the customer produced quality output on her Ricoma 6 head on different sites on the internet, along with promoting her business on our customer-based groups that Ricoma has created and hold the administrative rights to. On May 11th, 2020 our Customer Service was monitoring our Ricoma Connect(RC) Facebook Group and noticed the customer was complaining about the quality of the output and speed of the embroidery on Richardson 112, we pre-emptively opened a call and had our Product Specialist reach out to the customer, to see if we could assist. Ricoma was and still is willing to send our Senior Product Specialist and Technical Service Manager onsite to assist, but the customer would not agree to an onsite visit and only was pushing for a refund. On May 16, 2020, the VP of Operations, CEO, and Technical Service Manager attempted to call the customer and see how they could assist the customer and to apologize to the customer if they took a post, out of context on our Ricoma Connect Facebook Group in which Ricoma asked a customer embroidering on the Richardson 112 at 750 stitches per minute, if they had any needle breaks. The customer angrily cut off the three and hung up on them, in which they were trying to address the customer's issue on a Saturday afternoon and is recorded as are all our customer interactions. On this same day, May 16, 2020, the customer changed the name of her Facebook Group in which the customer is the Creator and Admin from Business Mastery to copy the name of Ricoma's Embroidery & Custom Apparel Mastery (ECAM), in which Ricoma has 17k members. The customer has about 200 members in their group. In this group, there were numerous posts asking other members to submit complaints to Complaintsboard.com along with other threats made against Ricoma. As a result of this ask for the customer, in her renamed Facebook group, several of her members have filed complaints with no service history, along with threats of the possibility of future complaints. The customer was also recruiting members in RC and ECAM to join their renamed group in violation of TOS in RC and ECAM and was removed from the 2 groups. After a review of our Service History as stated above, beyond the initial issue, in which we sent a tech and the customer verified was resolved the customer has not asked for help on this specific issue, but has been helped four additional times on issues that was not pertaining to the Richardson 112 and Quality and Speed As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment. Our Sales Contract states the customer has 30 days to ask for a refund. Ricoma has supported them and will continue to support them as per our warranty. We are still willing to assist this customer by sending our product specialist onsite and resolving the issue for the customer, if the customer is willing to work with us. We would love to be able to have the opportunity for our Service Department to assist the customer and remedy the situation along with showing that this equipment is fully capable of running the above material. To date, the customer has been unwilling to work with Ricoma on a resolution to this matter. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This company has lied to me and many others on how this machine can perform. The videos they post are edited and you don't see what they do behind the scenes with these machines. They have been talking to my father, Larry Price, and to myself about taking the machine back, but their demands in order to take the machine back are unrealistic and put our business at risk if we sign it. They want to cover up the fact that they lied to us about the machine and it capabilities. I have been on the phone with numerous techs to try and fix this machine and even went through the class to become a certified tech. That class was a joke and did not teach us how to fix any issues that might come up, but we took it apart and put it back together for them. Nothing to do with how to fix issues, so in the end we are still on the phone with Tech Support. Tech support has told me my timing and tension are fine, but this machine does not perform as it should and it never has. I asked SPECIFICALLY if it would perform as good or if not better than my 10 year old Barudans. I have never even gotten close. As far as the return, yes they are trying to work with us, but the contract only benefits Ricoma and it's party, but put us in jeopardy when it comes to the company. They want to take more than what depreciation would be on a top tier machine, as they promised this one was. It's not a top tier machine and it can't compete with the better machines. Henry has has many phone conversations with my father and instead of being cooperative they are becoming more forceful with their demands. We will not sign a Non-Disparagement Clause agreement that is one sided and that is POST DATED or Retro active to the date of the purchase of the machine. That opens us up to a lawsuit and they know it, because the longer this machine sits in my showroom the louder I will get about my experience with the machine and how it continues to eat materials and product. You don't return things at other establishments and are required to sign a Non-Disparagement Clause agreement, because they have been talking to people associated with me on social media and in private messages. I would love to talk to the media and so would about 75 other people that are in my group that can't get support and the machine will do do as the company has promised. They can have this machine back for $28,000 and no Non-Disparagement Clause. Business Response In response to case #XXXXXXXX:We are a company who cares for the success of our customers and our team goes above and beyond for our customer and are willing to help in any ways that we can. We have a Customer Service Staff, who knows the equipment well and has the patience to work with any customer, even though most customers are going through some degree of a learning curve. We also believe in our product and the capabilities of products, along with offering unlimited training for our customers to assist them in the embroidery business, getting them up to speed on the equipment and actually learning the embroidery process, which is different for different materials and requires adjustments from the operator(user) to get the quality and speed they desire. For this customer's case, we would like to go over the issues, she has sent in her response. Any customer has the ability to return the machine within the first 30 days after receipt of the equipment and they sign this in a sales contract that they do understand, the return process, that Ricoma offers and they are not under any duress to sign the contract. Any customer who wants to return the equipment within the 30 day timeframe has the ability and we always try to assist them. If it is a customer level of experience we work with them in training, if it is a machine issue, we troubleshoot with them, send the appropriate parts and or technician to resolve the issue. Ultimately, though if a customer wants to return the machine in the timeframe, we will accept the return. The customer has utilized the machine for 13 months and is outside of the return window. The customer states we claim the machine will be just as good as a Barudan, we stand behind the claim that the machine will perform as good as any machine on the market, as long as the proper setup and adjustments are done by the customer, in which our team is willing to work with any customer's to educate them on the proper procedures that they need to perform to get the desired results from these commercial machines. The customer states that we took pictures that she ran on other machines and passed *** off as Ricoma products. If that is the case, we were given that information from the customer as we would never ask a customer to pass *** finished products from other manufacturers equipment and would have been initiated from the customer. We have plenty of videos and pictures that we have produced and other customers have produced that show quality output from our equipment. We do have video in which, the machine she claims she has not been able to run any hats on is in facts running hats along with completed projects from this machine. https://drive.google.com/file/d/1Q2N9-YBhxeo2k-Jsx-v9MuDB3x8UggI_/view?usp=sharing We will reiterate once again, the customer did not ask for assistance from Ricoma for almost a period of 1 year, for issues she claimed she has had on Richardson 112 Caps. We have proven in our previous response that the machines are capable of running these particular caps with Speed and Quality. https://www.youtube.com/watch?v=V1M2_aLaNWc We are still willing to assist the customer, if she is willing to work with us, as we would love to prove to her that this machine is capable of producing great quality with great speed. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Ricoma has not tried to settle this where both parties are happy. They have continually only wanted to cover their end and make sure that we are screwed. I ran a hat 6/17/2020 and it came out awful. Ricoma put out a video of a 4 head (mt-1504) doing 3D Puff hat at 1000 spm, so I did the same and the result came out not anywhere near what they have promised. I have attached it. I know the Complaintsboard.com has gotten multiple complaints about this company and they will lie and manipulate the situation to suit their needs. They did ask me to be a cheerleader for them, but in return I was hoping they could fix my problems. I never got my problems resolved. They will not honor the warranty on the machine and I feel this falls under Federal Lemon Law and Deceptive trade practices. If you watch ANY of the Ricoma's live videos, Henry pretty much tells you, you get what you pay for. That these machines need all this tweaking before you can run anything. Well it's not a top tier machine as they have promised. They want to say that I have not contacted them, but their records are not correct, because I have a notebook of when I have contacted them and I did not wait a year to contact them, this issue has been on going. They choose not to abide by their warranty, thus voiding their contract with me. They said they would send someone out here 3 - 4 weeks ago, guess what no one has showed up. If the do who up I will video tape the whole thing, because there is no way this machine is going to come close to what I expect or what they have promised. They have stated they would return the machine and in that email they were going to coordinate how to get it, but the contract ended up being a POST DATED non disparagement clause that was to be enacted from the date I purchased the machine. When consulting with my lawyer he told me they can't do that and that it would not hold up in court. I refuse to sign a document that would put me in violation the day I sign it. Michael and Henry have continually twisted my words to suit their narrative and the only resolution is that they come get this machine, refund us the $30,999 that we spent on it or I will continue to educate people on their faulty product. I can't use it because they can't seem to really fix anything over the phone. And being a "certified" Ricoma Technician I can't even fix it, because they taught us nothing but how to tear the machine apart and expected us to put it back together. No telling how many people got those machines without being looked over. If that is the training course they give their technicians and expect them to help us fix problems then they really need to re-evaluate their teaching program. I have lost thousands of dollars in work and materials because of this machine not working properly and to the standards that they have promised. I will submit the hat that I did head to head with my ZSK that I had to buy or my business would have gone under. Here's the actual link of it stitching out. https://www.youtube.com/watch?v=2_0TFDtQADU&t=428s Please let the MEDIA KNOW I AM READY TO MAKE A STATEMENT!

Business Response We have read your Complaintsboard.com Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment. We feel that we have already responded to this case, in which it was closed by Complaintsboard.com under the filers Daughter's name, Jaime Carnes, please see Complaintsboard.com case #XXXXXXXX, you can also verify the address is the same as what was filed on this claim. We have numerous videos in which we show our equipment running Richardson 112's at 1000 Stitches per minute producing quality output on our YouTube channel along with 1000's of our customers who produce quality output on this same specific Hat Type, Richardson 112. Please see this video for proof that the machine can handle this specific garment at the speed and quality advertised. https://www.youtube.com/watch?v=V1M2_aLaNWc&feature=youtu.be For this specific hat type, the digitizing must be completed correctly, and the machine must have the proper setup and maintenance completed by the end user to get quality output and to reach the desired speed. Embroidery machines specifically have customer maintenance responsibilities, that they are required to perform, especially on Commercial equipment, which is what the customer purchased from Ricoma. Just so we reiterate the points for this specific customer, the machine was purchased in April 2019, Ricoma sent a tech on May 13th, 2019, to address the customer's quality concerns. The customer stated on a call on May 15th, 2019 that the issue was resolved and that Ricoma had gotten their hat production back up and running. We have worked with the customer on 4 other occasions, on unrelated cap issues, which those issues have been resolved! The customer also came to our Annual Summit, Deco Summit, and had positive interactions with Ricoma, and our other users in October 2019, over a 3-day period. The customer has not called or asked for support from Ricoma from May 15th, 2019 to May 11, 2020, on any Cap Issues, in which we opened a ticket for the customer based upon a post they did in our Facebook Group Ricoma Connect. If the customer is having issues as they stated, why did they not initiate support in this almost 1-year timeframe, for this specific issue. We also have numerous recordings in which the customer produced quality output on her Ricoma 6 head on different sites on the internet, along with promoting her business on our customer-based groups that Ricoma has created and hold the administrative rights to. On May 11th, 2020 our Customer Service was monitoring our Ricoma Connect(RC) Facebook Group and noticed the customer was complaining about the quality of the output and speed of the embroidery on Richardson 112, we pre-emptively opened a call and had our Product Specialist reach out to the customer, to see if we could assist. Ricoma was and still is willing to send our Senior Product Specialist and Technical Service Manager onsite to assist, but the customer would not agree to an onsite visit and only was pushing for a refund. On May 16, 2020, the VP of Operations, CEO, and Technical Service Manager attempted to call the customer and see how they could assist the customer and to apologize to the customer if they took a post, out of context on our Ricoma Connect Facebook Group in which Ricoma asked a customer embroidering on the Richardson 112 at 750 stitches per minute, if they had any needle breaks. The customer angrily cut off the three and hung up on them, in which they were trying to address the customer's issue on a Saturday afternoon and is recorded as are all our customer interactions. On this same day, May 16, 2020, the customer changed the name of her Facebook Group in which the customer is the Creator and Admin from Business Mastery to copy the name of Ricoma's Embroidery & Custom Apparel Mastery (ECAM), in which Ricoma has 17k members. The customer has about 200 members in their group. In this group, there were numerous posts asking other members to submit complaints to Complaintsboard.com along with other threats made against Ricoma. As a result of this ask for the customer, in her renamed Facebook group, several of her members have filed complaints with no service history, along with threats of the possibility of future complaints. The customer was also recruiting members in RC and ECAM to join their renamed group in violation of TOS in RC and ECAM and was removed from the 2 groups. After a review of our Service History as stated above, beyond the initial issue, in which we sent a tech and the customer verified was resolved the customer has not asked for help on this specific issue, but has been helped four additional times on issues that was not pertaining to the Richardson 112 and Quality and Speed As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment. Our Sales Contract states the customer has 30 days to ask for a refund. Ricoma has supported them and will continue to support them as per our warranty, if the customer is willing to allow us. We are still willing to assist this customer by sending our product specialist onsite and resolving the issue for the customer, if the customer is willing to work with us. We would love to be able to have the opportunity for our Service Department to assist the customer and remedy the situation along with showing that this equipment is fully capable of running the above material. To date, the customer has been unwilling to work with Ricoma on a resolution to this matter.

Business Response In response to case number XXXXXXXX: The customer tried to work a resolution through OmniPrint for an extended period of time. We were informed on these issues regarding his machine 8 months after the purchase date, which was 5/6/2019. The correspondence between the customer and Ricoma occurred between 1/15/XXXX-X/18/2020 where we informed the customer that we will get involved and speak with the manufacturer of the machine (OmniPrint) on his behalf. We worked with Omniprint to find a resolution for the customer since he had a machine that did not work. OmniPrint responded to customer stating that they will be willing to swap out his machine with a new one at no cost, but the customer was not happy with that resolution. We are aware of the customers concerns and tried our best to get this situation rectified by what was signed on a contract between Ricoma, customer & Omniprint. Under contract, customer has 30 days to claim any defective good after received, if anything happens to the product, Omniprint will cover the customer with warranty & support for a period of two years and all sales are final. We no longer sell any OmniPrint machinery and stand by our commitment to help every customer receive resolution for any issues. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Machine was purchased on 5/6/19 and received on 6/24/19. The set up date for the machine was on 7/3/19 with Kaelli Moreno. You are not allowed to use the machine until you have officially taken the official training with OmniPrint per their contract, which my training was on 7/15/19 with Tyler Riola. On the training day we ran into several issues with the machine where it was bleeding on the garments. After the training was done Tyler wanted me to perform more test and send him pictures which I did. On 7/17/19 @ 12:23pm EST I contacted Tyler and told him I was having more issues. We were going back and forth on the 17th trying different things and by the end I advised Tyler I was ready to throw the machine in the river due to the frustration with it. We went back and forth about 25 times trying different things. During the last conversation on 7/17/19 @ 9:37pm EST I stated to him "Really not to thrilled with this machine let white sit and think it's worse been at it 8-9 tonight trying to get this machine going and lost hole day running my business and mount of money and hours on this machine." Also in phone conversations that day I stated that I didn't want the machine due to the issues I was having. On 7/18/19 @ 1:17am I asked Tyler to give me a call, I stated again that I no longer wanted the machine per our conversation. At that time he created a support ticket on 7/18/19. I received a response from Richard on 7/22/19 regarding the support ticket. They kept blaming it on a training issue, I kept stating every time that there was something wrong with the machine from my experiences of running many print machines. From 7/18/19 which was the time the support ticket was created they emailed and phone conversations trying to have me do several things to get the machine up and running. On 7/28/19 @ 3:40pm EST this was the message from me to Richard "Hi Richard I am having no luck with this machine. People are sending me things and still having issues with the way it is printing. I am at the point that I am so frustrated I don't want to go near it to use it. All of my years of experience it shouldn't take all these different things that I have to try to get this machine to try and work. I had the bleeding issues in the training process that wasn't resolved and still continue to have the issues. In this business of operation I don't have the time to continue to try and resolve the issues when the machine came to me with issues. I am burning up garment after garment and ink after ink to try and resolve an issue that you guys haven't been able to fix at the beginning. I can send you a 100 million photos and it doesn't still do any good. From the time this machine was delivered I haven't been able to run any orders for customers that I have for this machine. I have done nothing but lose countless hours, garments, ink, and customers. I can't continue to operate with this machine this way. From this point on I want no more trial and errors from you guys I want to either know how to fix the machine or you can send someone out here. If I have to keep trouble shooting to me this machine is no good. It is NOT a pretreat, height, lighting issue. I have changed software, light, everything and can't keep trying different things. There is something wrong with the machine. I have tried tried priming to reset the lines and everthing I do is an endless fail to this machine. I have sent plenty of photos for you guys to see not only in my training but after the training as well. Sincerely a very unsatisfied customer, ***" I was told on several recorded phone conversations that, when I asked to return the machine I was advised that they wouldn't take it back due to the errors were from the training and not the machine. Richard got back to me on 7/30/19 after several emails back and forth and he advised he was going to reach out to Tyler who my training was with. We set up the video chat for 8/6/19 and sent several pictures over for view. Again on 8/7/19 went through the same steps again and once again no resolution with the machine. We have documented emails being sent to Richard from 8/7/19 through 8/20/19 of images and what we were having happen when we did prints. We received an email 8/20/19 saying he was closing the ticket and we said that we haven't gotten responses from the emails. This is the message that I sent Richard on 8/29/19 "Richard, I am just so over this machine. I have been staying low with the machine due to all the issues that I have been having. I have an order that I am in the middle of and once again it is bleeding. I have been working on this since 3pm EST today. I am losing more money on this machine not just in ink, material, but also time when I am supposed to be making it. I honestly have had enough and am ready to be done with the machine. This machine has and is giving me nothing but headaches. Here is a picture of the image for you to see. I feel like this machine is a lemon. When I started it up today it was making a grinding noise when it was attempting the nozzle check. It made the grinding noise about 5 different times. I am at my wits end with this machine and can't take the issues anymore." I received a print quality invitation on 9/5/19 for more trouble shooting with no success. On 9/7/19 I sent this to Richard again that I wanted the machine refunded "Hi Richard If you could get me in contact with someone to take this machine back it been a problem from day one come today and all it is doing is putting line's threw everything did nozzle check and head cleaning nozzle checks where good tried to print it still not working white not coming out right and working on 100% cotton the same we have always been doing it I have lost way to much time and money 4hrs down the drain today can't keep trying to troubleshoot shoot and still not be able to to use it I hope that everyone on your end can understand my frustrations and make this right." Richard tried to have me do some more trouble shooting. On 9/24/19 I asked Richard for an update on getting the machine returned. He responded on 9/26/19 that he was still waiting to hear back from his supervisor. Still no one reaching to me I emailed on 10/1/19 to see refund process due to being unhappy with the machine. Still from the time that I purchased the machine up until now it isn't operable and no product has gone out from it. Then with a big delay I heard from another Technician Jim Rohrer on 10/22/19 trying to do different things also. Again on 10/29/19 I am told they can't take the machine back and want me to video chat with a technician. At this point all the way back at no time did they say anything to me that I had to go through Ricoma for the refund. Jim went through everything he advised from 11/4-11/8/19 and he wants to set up a video chat call. Again I was totally against wanting to do any trouble shooting process with the machine. This was scheduled on 11/26/19 which was another long distance time of the machine to be sitting. On 11/27/19 Jim is now thinking that it isn't anything on my end with the machine it is on the machine's end. We were supposed to follow up on 12/3/19 but Jim fell ill so it was pushed further. The call was on 12/5/19 when doing more trouble shooting with Jim the machine completely died. On 12/6/19 Jim advised that they could send someone out, send machine back round trip "which would take 3 weeks", or a total replacement of the machine. I advised him they weren't an option due to being 6 months with no machine running. On 12/20/19 this is from Jim "***, I'm following up on my voicemail from earlier this morning. I've spoken with our corporate Controller and can confirm the previously offered solutions for you: 1) complimentary round-trip shipping for a warranty repair at our service center, 2) complimentary on-site repair by an OmniPrint certified technician, and 3) exchanging your FreeJet 330TX Plus printer for a new replacement unit. Let me know if you'd like to move forward with any of those three options. Since the printer was purchased from Ricoma, you would need to work directly with them to pursue a refund." Both OmniPrint and Ricoma are involved and have both been paid for this machine, yet I have had no success at all and done nothing but lose money on it. I don't have 2 years to wait for them to get the machine to work correct under the warranty. If you stand by your customer with satisfying them then you should both cut your loses like you did with OmniPrint and refund me what I am owed to be done with this. A swap out isn't the answer, I could understand that if I was 6 months into the machine then started experiencing issues but I have had no success since day 1. I don't have 2 years to wait for them to resolve the problem either. I have lost customers, time, materials. I am not understanding if they are willing to give me a new machine why you guys can't give me a refund. Thank Business Response In response to original case #XXXXXXXX. We tried to find resolution to the customers issue with the manufacturer of the machine (OmniPrint). We spoke with OmniPrint numerous times on the customers behalf to try and get the desired outcome for the customer. The correspondence between the customer and Ricoma occurred between 1/15/XXXX-X/18/2020 where we informed the customer that we will get involved and speak with the manufacturer of the machine (OmniPrint) on his behalf. We worked with Omniprint to find a resolution for the customer since he had a machine that did not work. We received notice from OmniPrint that they were willing to replace the customers machine at no cost and swap the machine out for a new one. Ricoma tried our best to get this situation rectified by what was contractually signed between Ricoma, customer and Omniprint. The written contract states: The customer has 30 days to claim any defective good after received, if anything happens to the product, Omniprint will cover the customer with warranty and support for a period of two years and all sales are final. As stated before, we no longer sell any OmniPrint machinery and stand by our commitment to help every customer receive resolution for any issues. We believed we got a good outcome for the customer with OmniPrint proposing a machine swap for a new one at no cost, but unfortunately the customer disagreed.

Consumer Response I have resolved the issue directly with the manufacturer, Ricoma, offline. Please close the case on your end.

Business Response We have read your Complaintsboard.com Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment and any defects are covered by our Warranty in which we have honored fully for this customer. We have numerous videos in which we show our equipment running Structured Hats at XXX-XXXX Stitches per minute producing quality output on our YouTube channel along with 1000's of our customers who produce quality output on this same specific Hat Type, Structured caps. Please see this video for proof that the machine can handle this specific garment at the speed and quality advertised. https://www.youtube.com/watch?v=V1M2_aLaNWc&feature=youtu.be For this specific hat type, the digitizing must be completed correctly, and the machine must have the proper setup and maintenance completed by the end user to get quality output and to reach the desired speed. Embroidery machines specifically have customer maintenance responsibilities, that they are required to perform, especially on Commercial equipment, which is what the customer purchased from Ricoma. As far as this specific customer, she purchased the machine on 9/30/2019 and machine was delivered on 11/20/2019. We asked for her training to be scheduled in the first available slot, which was the week of Thanksgiving and was completed 11/25/2019 and 11/36/2019. The customer had confirmed the training was completed and was satisfactory in which *** claimed she Loved the training and it was the best training she has ever had. We realized the customer was missing a bobbin and a cap hoop during the training and shipped immediately to the customer. The customer then reached out on the 26th and asked for a left holding bracket be shipped as the holding tab was misaligned, in which we shipped a replacement as well on the same day it was requested. The customer has had several calls into our support team, in reference to what grease to use , a light flickering, in which we sent an LED assembly to the customer. The customer had also asked for assistance on centering hoops and timing due to breaking needles, the above also goes over why needles are commonplace in hats and there are recommendations to alleviate this. Customer also ordered 3rd party Tension Springs, to address a tension issue, customer changed the springs and customer then worked with Mark on a noise that she had heard, they did a facetime and the noise went away in head 2, during the facetime. Our Next Interaction, June 10th,2020 with *** was a demand letter from her, in which was almost 3 months after working with our team, for a full refund, due to her claims of Inconsistent Sew outs, Quality not as promised or advertised. We believe this quick turnaround from the customer is due to her close association with another member in which the member has asked for members of a newly created Facebook Group, to file Complaintsboard.com complaints against Ricoma, if Ricoma does not agree to give full refunds, in which the Customer who filed this complaint has been elevated to an Admin of the newly created group. We immediately contacted the customer and offered our assistance and offered to send a Ricoma Factory Technician. We booked the trip, even under the auspice of the Coronavirus to assist the customer in which we have curtailed all travel to protect our employees. The customer among with others decided to post a Facebook Live into Ricoma Proprietary Groups, in which it is a direct bashing of Ricoma and it products, and not an educational video as the customer suggested. This violates the group's Terms of Service and the users were then removed as the groups are for assistance from other group members not for negatively bashing others or the company. The customer then requested that we allow the technician who travels to her location, to be filmed the entire time the technician is onsite, which is not any industry standard but also to which she could use the video as she sees fit. Considering the customer, is an Admin to a group that is posting derogatory comments and video against Ricoma, we asked the customer to reconsider with this request, so we could in fact assist her with her issue. The customer was unwilling to make any concessions in which the trip was cancelled by her. As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment. Our Sales Contract states the customer has the ability to return the machine within the first 30 days after receipt of the equipment and they sign this in a sales contract that they do understand, the return process, that Ricoma offers and they are not under any duress to sign the contract. Ricoma has supported them and will continue to support them as per our warranty. We are still willing to assist this customer by sending our product specialist onsite and resolving the issue for the customer, if the customer is willing to work with us, and not make unreasonable demands. We would love to be able to have the opportunity for our Service Department to assist the customer and remedy the situation along with showing that this equipment is fully capable of running the above material. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) My warranty has NOT been honored fully by Ricoma International Corporation. The response that was given by Ricoma was not accurate as things were altered to benefit them. This has been my experience with them via phone calls and follow up emails. On June 16th there was 9 emails exchanged between me and Michael. Yes, I did tell them that "your technician can come but he will be videoed from the time the door is open till the time it is closed. So, you might want to have him agree to it because sadly it has come to this and that is the only way I will agree to this. I would like an email back from the technician stating he agrees to be filmed the entire time, and from you and Henry that you understand it will be up to my discretion to use such video." I even explained in the email exchange why I asked for it to be videoed. "Seems we are at an impasse. In my previous email I stated that I was uncomfortable now with the way things are and have gone between Ricoma and myself. I figured videoing protected myself and Ricoma as nothing could be taken out of context or changed in translation." Which even followed in the same email. "I respect that Ricoma is not willing to allow themselves to be filmed the entire time they are here." June 17th there were 4 email exchanges in the morning. Michael stated at the end of his email "I do need to know from your part if you are willing to allow us to repair the machine without filming us for the duration of the visit." at 8:20am PST My response back after going round and round with them all day the day before and dealing with the stress that they have caused was simply. "Please send me your legal team information" I waited till 4pm PST and with no response I sent Michael a follow up email stating "I'm still waiting for your response regarding your legal team. I will be also be here waiting for your technician tomorrow to arrive. Unless you tell me otherwise that they will not be coming." Michael responded immediately with the following: "***, I have forwarded your request. The technician will not be coming tomorrow as per your request to video him from the second he showed up and to use the video to your discretion and we respectfully declined. Have a good night." That was the last I heard from Ricoma. There was no video call option or phone call option to get my machine up and running. After this email was received, I filed my Complaintsboard.com complaint. On a side note, there was a lot of information back and forth in these emails. I am not hiding or removing information to suit myself, but I only have so many characters in my response. I will however upload the entire conversation, as I have nothing to hide. Yes, I purchased my machine on 9/30/2020 and I took possession on November 20th and my training with Kerry was on the 25th and 26th. This is not disputed, and I gave these facts in my first letter to Henry on June 10th 2020. Yes, I did state on November 26th "Loved it. Very Informative. Best training, I have ever had." This was regarding the training I received from Kerry who was contracted by ricoma to teach us how to use the machine. Yes, parts were missing when my machine was delivered. I was missing the bobbin casing (Not the bobbin) 2 hat rings, The manual for the machine. As well as a replacement tubular arm. This is not in question. But it was brought up on my letter because I told Henry that they do not keep very good records. The only thing that shows up in the service log is the tublar arm. In fact, not hardly anything shows up. None of my calls or video calls. Except the one labeled tension. They only document what is sent to them via email. You reference everything that was in email exchange but nothing regarding the phone calls or the help that has been sought in the Ricoma Connect page that your technicians monitor as well as the CEO Henry. March 16thth when I spoke to Mark it is also not documented that I was told my machine will likely not run as a typical machine as the tension settings were not typical. My upper tension has to be at 250+ which causes needle and thread breaks not to mention I broke 3 tension gauges because of this. I was told at one point to not worry about the 1/3 split and just focus on what looks good. There were calls regarding the stitching on hats, I was told it was the digitizing and improper hopping. I even went to the support group and asked for help for someone else to run my hat. Tech support responded after another person offered to run it. Etc. June 8th I put in a ticket. On June 10th I went into the system to see what was going on and the ticket was not there. It was done through their website. So, I had enough and started a letter going directly to Henry and not tech support. After being down and not being able to take on new clients I had had enough and sent the letter to henry with a timeline of issues. In which you used in your response. June 10ths letter was not a demand letter. It was a plea to Henry for a refund and why I was asking. I stated how I had first and foremost stood behind Ricoma and praised you guys because of how well you had treated me over the phone. That customer service was a big deal to me, I did for the most part get good customer service until I stood my ground to get my machine fixed. I did shout outs to Tech support because I seen them helping others during covid. I went on to tell Henry I was not happy with the quality of my machine, and how I have been told for months that it was the digitizing or user error and that my tension is not correct. In my letter to Henry I listed 33 incidents with dates. This did not included phone calls or facetime. My letter was factual, and I asked for a refund. "So because of the quality of work that the Ricoma produces does not match what I was told while I was in the process of purchasing this 2 head I am asking for a full refund and for you to please send someone to pick up the machine. I have the original crate it came in and will gladly help whomever you send to crate it back up. I have lost a lot of money and time on this machine and I cannot allow it to sink my business. As you stated in Ricoma Connect "I've given full refunds to people and just part ways because it's not a good fit, and the vibe of this group is more important to me than having an extra customer." Please make this happen so I can move on." This letter was never responded to by henry. It was passed *** Michael and I was willing even after asking for a refund to allow Ricoma to fix my machine. But when phone conversations were changed in email follow ups, I chose to protect myself as well as Ricoma. A technician was supposed to fly into Seattle. I live 2 hours south of seattle. By the time, the technician was to arrive would have been between 3pm and 4pm. Likely 4pm due to traffic, getting a rental car and any baggage he had to pick up. That would only leave the technician an hour to fix my machine. Even two hours would not be enough time to fix it. After being kicked out of the ricoma groups that also help with issues and learning and were part of the incentive/advertising by my salesman when buying the machine. I Sent Michael an email in the afternoon of June 16th stating that "since you took all my resources away from me this morning with no warning, I am assuming the tech is coming to pick up my machine on Thursday and I will be receiving a full refund of $20,930.00." The reason Michael stated I was removed was "there are rules for the 2 groups that I have no control over, and they felt these were not in accordance with the rules." The video was removed before it was even viewed. I posted a video that was discussing the .dst file and how people claim it changes when the file extension changes. It was to prove the content of the file does not change just the extension. It was absolutely an educational video but apparently, they didn't like who made it. Which is fine, warn me tell me so I can correct it. I had never posted a video prior to that and was just trying to educate. There was not malicious intent as that is not who I am as a person. I would have gladly removed it if I had been asked. Yes, on June 15th I accepted an admin role in the "group Ricoma has referenced in their response" it is a PRIVATE Facebook group. This group is for everyone having issues with their machines to be in a safe environment to discuss it. All posts of issues or problems were always deleted from the Ricoma groups. They don't seem to want us to compare issues. No one is bashing any company, they are simply stating their experience and issues they are having. Ricoma knows this as they have had people join to spy on what is being said. Being friends with the person they are referring to and being in this group is not why I filed this complaint. I filed it because once I stood my ground everything changed. I gave them opportunity to fix the issue and they refused by canceling the technician and not offering any other alternative Business Response In response to case #XXXXXXXX, we are a company who cares for the success of our customers and our team goes above and beyond for our customer, even answering questions in a Facebook group, that is for our customer's to ask each other questions and are willing to help in any ways that we can. We have a Customer Service Staff, who knows the equipment well and has the patience to work with any customer, even though most customers are going through some degree of a learning curve. We also believe in our product and the capabilities of products, along with offering unlimited training for our customers to assist them in the embroidery business, getting them up to speed on the equipment and actually learning the embroidery process, which is different, for different materials and requires adjustments from the operator(user) to get the quality and speed they desire. For this customer's case, we would like to go over the issues, she has sent in her response. Any customer can return, the machine within the first 30 days after receipt of the equipment and they sign this in a sales contract that they understand, the return process, that Ricoma offers and they are not under any duress to sign the contract. Any customer who wants to return the equipment within the 30-day timeframe has the ability and we always try to assist them with their equipment. If it is a customer level of experience, we work with them in training, if it is a machine issue, we troubleshoot with them, send the appropriate parts and or technician to resolve the issue. Ultimately, though if a customer wants to return the machine in the 30-Day timeframe, we will accept the return. The customer has utilized the machine for 8 months and is outside of the return window. The customer states we are unwilling to assist. We offered to send a technician to the customer's location, the technician was to arrive to customer's location between 3-4 PM PST and was slated to work on Machine, as long as necessary that evening and in which he was supposed to fly out of Seattle, late in the afternoon the next day, and he was slated to return to customer the next morning for follow-up before his late afternoon flight. We would have even extended his trip into the following day, if he needed additional time to repair or educate the customer, in which we have had to do in the past, so by no means, would we have slated only 1-2 hours for a tech flying in to resolve issues for customer. Customer states we did not ask her to reconsider the filming of the entire service visit. We did ask the customer in which she confirmed in her response, ""I do need to know from your part if you are willing to allow us to repair the machine without filming us for the duration of the visit." The customer's response was, "Please send me your legal team information." To us, and any reasonable person, this was cancelling the service visit. We understand customer's may want to film part of the repair, so they can learn for possible future problems, but when the customer states she will be filming the entire visit, so she could use the video as she sees fit, this is an unreasonable demand from the customer, without offering a copy to Ricoma, so anything she posts could be verified as accurate or not modified. The customer also states about posting issues she was having on Ricoma Connect as being Support Issues or tickets. This is a community Group for our users to assist each other, we also have techs that offer advice, when users are not receiving the correct information from other users. This would not mean a ticket would be entered into our ticketing system, unless a customer calls, emails or requests support from our website. We have always educated our customers that this is the method in which a ticket would be opened for them to get assistance. We are still willing to assist the customer with the issues she is having. We are asking the customer to be willing to work with us and not to ask for unreasonable demands. Our goal is for the customer to be able to utilize the machine and get the quality and speed out of the machine, if she is doing her part in setting up the machine properly for usage. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) First, I would like to state that in my letter I stated I have been down for a long time and have not been able to use my machine as advertised. I also stated I have passed *** work and had to send work out to others because of the quality that comes off this machine. That is not utilizing the machine. Most of the stitches that have been run on that machine have been tension tests and trying desperately to get something great off this machine. Yes, you offered to send a technician but NO WHERE did you state that he would be here for a 2nd day. You stated he would be there on Thursday the 18th and his flight comes into Seattle at 1 pm. The technician was to arrive at my HOME between 3-4. Dinner is at 5pm and I find it very interesting that you expect to be in my home past the 2-hour mark which would put it at 6pm at night. This is not a store front and you were told that. This is a home with a living breathing family and a small child. This is not acceptable, and when addressed no where did you state you would extend it to a 2nd day. PERIOD! This was part of my complaint in the email exchanges between Michael and myself. Again Yes, I did ask for your legal team, which to this day I still have not received. NO WHERE did I say I was canceling the appointment. In fact, I followed it up with an email at 3pm my time stating that I had not heard back from you and would be here waiting tomorrow for the technician. Your response was and I quote "The technician will not be coming tomorrow as per your request to video him from the second he showed up and to use the video to your discretion and we respectfully declined. Have a good night." Also, I stated several times to Ricoma and even in my Complaintsboard.com complaint that the reason for wanting to video was because Ricoma has a history of changing what is said. Recording keeps it truthful and honest and protects both parties. I stated that they have made me uncomfortable in the email exchanges as well as in my Complaintsboard.com complaint. You are coming into my home, there is tension between both parties what do you expect? What bothers me is you deny recording it. Why? What do you have to hide? ALSO nowhere did you EVER ask for a copy. I would have gladly given it to the technician before he left, and I would have sent it to Henry himself. I have nothing to hide. Why would I tell Ricoma "I figured videoing protected myself and Ricoma as nothing could be taken out of context or changed in translation." If I had no intention of sharing the video with them and myself. By doing so this covers both of us. Next time maybe ask instead of assuming. And because of you making myself, your customer uncomfortable you consider my request of video tapping the visit unreasonable. I was giving you the common courtesy of video tapping it and why, and you said no. Yes, Ricoma Connect is a group for owners and Ricoma to communicate and help each other when needed and for sharing. It was advertised when I purchased my machine as part of support. So, when Ricoma is closed and I am working since I am 3 hours behind, I still would have support because it is monitored. Again, as stated before, if Ricoma cares about their customers Ricoma would have reached out after canceling their warranty appointment with me. To date I have not heard anything from Ricoma and as stated before my machine is still down. I last tested my machine on June 9th in the morning. It was as simple design. Just words with a # and a small leaf above the letter I. It was 1400 stitches and it came out horrible. I could not do the job I was paid to do yet again and had to contract it out. Prior to that my machine was down for 3 months. I tried a few times in that time frame to get something to come out good but had no luck. Prior to that was the same thing. I can not stitch out great quality items and not even good quality. This has hurt my business tremendously. This machine does not work as advertised and Ricoma does not stand behind their customers when they are not happy with the outcome of their machine. This is a Deceptive Trade Practice. "Our goal is for the customer to be able to utilize the machine and get the quality and speed out of the machine, if she is doing her part in setting up the machine properly for usage." I am so sick of hearing "User Error" when the quality of the design looks like *** on a Ricoma machine and when the same file is running on another it looks great! This is not user error. The 30-day claim period is not enough time for a new owner to "learn the machine." The company pacifies people to get them past the 30 days then when you ask for it to be refunded, they state they will not because you are not within the 30 days. This is not a sewing machine I can buy at Michaels downtown. This is a commercial embroidery machine that should do as promised. I have spent going on 8 months trying to get this machine up and running. To date it still has crappy output on designs. It loses registration, it skips stitches all together, the tension does not stick and if you run the same design 3 times each will come out different. This is NOT NORMAL or ACCEPTABLE! Henry states he does refunds. Right now, I feel like I am being discriminated against because I am friends with someone that use to be one of their cheerleaders that is not any longer. Because as I said above Henry does and has stated he does do refunds. Bottom line, I purchased a machine that does not work as promised. You broke my confidence, made me feel like I was the issue and problem. I spend countless hours learning my machine because your technicians and cheerleaders in the group said it was user error because I did not know my machine. Then when I finally realize and learn that it isn't me and I ask for a refund you become a bully and make me uncomfortable. Even being uncomfortable I still tried to allow you to do the right thing and fix my machine. Then you have the nerve to lie in the previous response stating I canceled it. I am not the only person having issues with the quality of the sew outs this machine gives. We should not have to replace parts and tweak the machine to make it work. I did not purchase a used machine I purchased a new machine. It cost me $20,930.00. This machine has not ever done as promised. With the amount of people complaining about it you can not tell me you do not know that it does not do as advertised. I want my money back and your machine gone. You have darn near bankrupted my business and caused me to close my doors because of crappy sew outs. This is my brand and how I make money. And as of today. I have done nothing but lose money on it daily. Blanks that have been tossed, thread that has been wasted, backing wasted, and time and loss of business over and over. Yet you have the nerve to continually twist things to suit your agenda.