We received damaged shaking dtf machine, we paid for callout that where nothing was addressed except technician damaging our machine further.

Collected our dtf machine from this company a couple months ago. Firstly they refused to refund us / or give u the correct machine we ordered when we saw the machine was beige and not the blue we ordered (pic of the one on our invoice is blue) so we were forced to take it. Unpacked and set it up and it had repainted sides - advised them - they didn't want to do anything about it. We paid for a tech's flight and accommodation to set it up and he didn't set it up correctly or show us how to do maintenance. The machine shakes so badly its not suitable for doing the job its intended to do. Told April she didn't care. Told us we must make it stable with rubber matts but its not the bottom thats shaking its the entire top part. From the setup the machine wasnt' doing correct colours and alignment wasn't set. Tried for months for techs to assist with this but they hardly ever respond on the support whatsapp and if they do we often got a hi at 9pm at night when we tried to get support in the morning and thats all we got. When we do get through and tell them what issue is they says "thats easy to fix" and then they disappear - then you go on again and again and get the same sort of half helping thing where they just talk nonsense but don't actually give a solution to the problem. The first thing they say is "callout" because this makes them money! Support is part of the package when you buy the machine but you just don't get it. We allowed a tech on (Walter) via anydesk and he basically made it so we could no longer use the software so this machine just sits as we cannot get support at all. Eventually we were forced to pay a call out and when tech got here (Walter) he damaged the machine and spent the day sorting out the damage so he didn't assist with any of our queries but we still had to pay for the call out just for him to come and damage the machine. Walter blames us for the damage but he was the only one operating the machine, and the only one in the room with the machine, when it made a huge sound of paper ripping and damage being caused. Eric the owner told us its not their problem if tech damages our equipment unless they do it intentionally. So basically even though he came here damaged the machine we had to now accept the damages and still pay for a call out, accommodation and transport even though they didn't sort out any of the issues we actually called them out for. This company DOES NOT support their clients at all - just check all the hello peter complaints and when they get the complaints they just deny it and hello peter than sends a notice to clients to do an affidavit and thats where things usually end because client's know they wont be taken seriously. Yet they keep on selling inferior machines to thousands of people and don't support them. The tech sent to us is a laser tech, not a dtf tech and he told us they have to teach themselves how to operate the machines and they learn as they go - usually at a client's premises using client's consumables and risking damage to client's machinery because they aren't help accountable. Whilst the tech was here he used 1 litre of waste ink by doing head cleans that weren't needed because he didn't know what he was doing. We have lots of whatsapp messages showing how long they take to even speak to a client and then they go away for hours at a time just leaving you without even saying they coming back to assist but when you finally get them again its just like a merry go round and then they drop you on whatsapp and you start all over again with the next support person who does the same thing. Carrington was the one we paid accommodation and flight for to set up the machine and since we told am it wasn't set up property and he didn't show us how to do maintenance he now just puts the phone down when we call and says he wont help us or refer us to anyone who will. So we are sitting with this machine that cost hundreds of thousands of rands and its basically not useable. We can't use tech Carrington because he did a terrible set up job and we can't use Walter as he doesn't have a clue what he's doing and damaged our machine. So now we cannot even try get support. You can only use Flexiprint but it doesn't pick up all images and you cannot use PM manager at all. Colour set up was never done initially either. This company knows they are just continue to do transactions this way because they get away with it.