AstroNova, Inc. — Local services in West Warwick

We purchased digital printing machine Astro Nova T3-OPX Printer , for our company. With this machine, we were planning to serve our customers digital print jobs on paper bags. We ordered the machine after making the payment on November 5, 2020 and unfortunately everything started from the beginning and we received our printer with delay. After the order, we made an extra payment of $3595 (excluding the machine price) to the manufacturer; for installation, training and technical support. Nevertheless, this printer, (which was supposed to be delivered to us on January 25, 2021) delivered with incomplete training in all aspects. The technician did not give the necessary training to our technical team, the installation was fully incomplete and during that time technician decided to go before he completes the service while he was in his duty, he said that 'he will give the necessary training remotely' and he left our company. But this remote training never given to us without our service request. That installation and training process (which we paid $3595) was awful; so that our printer and our company we all left to our fate. Even though we tried to run this printer by ourselves, with the help of our engineers and teammates, over time, both the machine performance and the purchased product were found to be defective by us and by our customers the final products were completely frustration and it's still the same!!! This printer has ink leakage - color run out problems - white lines on the visuals - consistent dots , print quality and resolution is very low , etc... You may consider, for our 2000 pcs double side print job we had 2000 defective products. Can you imagine our loss ???

In this process, we tried to explain our situation to the machine manufacturer and to solve the problem with the support they provided remotely, but we still could not reach a conclusion. Before we purchase this T3-OPX printer, some samples sent to us (which the manufacturer performed printing job on our paper bags) it was completely different than the printer does. And this made us to feel tricked.

We tried to respond to the occasional customer requests as best we could again , but since the problem was not solved, we were completely unable to work with the same defective products. Unfortunately, we lost prestige and money every passing day and we still loose while the printer is not working properly.

While this printer could not get orders from the customers when it's of out of order, we reached to the manufacturer again and requested on-site service instead of remote assistance. After long correspondence and persuasion, they agreed to send their employees to our company. The technician, for on-site service gave us this service for 2 days,. He changed some parts of the machine and it seemed the problem was solved. We did some trials and it worked. But in the first order after this on-site service we again faced the same problems. As we searched this printer after facing that kind of problem we saw that some other customers have the same issues as ours. It looks like this problem is chronic which happens significantly.

Unfortunately, we experience job loss every day with this printer. We are seeking our consumer rights at the moment Months passed and we are still at the same point, our problem couldn't be solved. And they do not care at all. We offered to return the machine and get our refund but it's not accepted. They are not solving the problem and they refuse to get back their defective printer. Astro Nova never stands behind their product. We lost around $120K- $150K due to this printer not working properly. Purchasing printer from this company is a waste of money. Attached pictures are for you to see our defective product's amount and the printing problems...

First off I would just love to say that AstroNova customer service team is SPECTACULAR. I have to say when I call to place a label, ink and parts order the customer service people are just so nice, helpful and patient and always going beyond there job to assist you. It's really rare were you call a company and the customer service is always 100%, it makes you want to go back and order from them. There printers are top of the line and can print anything color out, the program is easy to learn. Plus they have awesome tech service help too. See when we have issue with the printer or question and you call for tech support they are also so helpful and patient. Like I said AstroNova is top of the line in customer service and support, hands down. If you looking for a exceptional printer company with fantastic customer service please go with AstroNova you will not be disappointed. Plus it helps that there product is top of the line as well. Thanks again for being a friendly and...

I have been using AstroNova products and services for over 18 years now and for good reason. I find the products and service provided to be stellar. I would highly recommend this brand. The tech support is the best I've experienced. They are always patient, knowledgeable and make you feel like a...