BW
Brenda W
1 reviews | Active since Jul 2022
25 Jul 2022, 12:42
Perfect laser south africa printers
I bought a machine by you in 2020 since then i had to replace 5 printerheads. First time you said you will take the old head and see why it broke. 2nd time you said you wil send it back to China so that they can see their mistake. 3 times you said there was a leak so the ink's would go onto the mother board and thats why it broke. And everytime its the same thing, now its only our machine that gives problems no one else's. After the last installation I phoned you 2 weaks later and said to you its giving problems again. And you could not assist me and said you can send some one out again but did not find any problems two weeks before hand so you dont think you would find something now. Your phones are always offline and support never answers if I knew I would have had this much trouble I would have never bought the machine by you.
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Replies (2)
Perfect Laser Technologies (Pty) Limited's replyOfficial
27 Jul 2022, 12:11Good day Brenda,
As you know we have been in contact with you since the 25th of July 2022 and advised that our CEO and product manager are currently investigating your concerns, our CEO will revert shortly.
Kind regards
Trudine Clewlow
Perfect Laser
As you know we have been in contact with you since the 25th of July 2022 and advised that our CEO and product manager are currently investigating your concerns, our CEO will revert shortly.
Kind regards
Trudine Clewlow
Perfect Laser
Perfect Laser Technologies (Pty) Limited's reply27 Jul 2022, 12:11
Official
Good day Brenda,
As you know we have been in contact with you since the 25th of July 2022 and advised that our CEO and product manager are currently investigating your concerns, our CEO will revert shortly.
Kind regards
Trudine Clewlow
Perfect Laser
As you know we have been in contact with you since the 25th of July 2022 and advised that our CEO and product manager are currently investigating your concerns, our CEO will revert shortly.
Kind regards
Trudine Clewlow
Perfect Laser
Perfect Laser Technologies (Pty) Limited's replyOfficial
28 Jul 2022, 10:22Dear Brenda Wolmarans
Parys Dynamic Prints
Due to the very serious allegations you have made against my Company and my staff, I personally decided to sift through realms of data and numerous telephone calls to get to the bottom of what actually took place.
Since you posted your negative reviews on Hello Peter, Google and Facebook (as well as our Facebook support groups) and phoned our clients on Monday 25th July 2022, within a few minutes of speaking to my staff. I have expended considerable effort establishing exactly what happened, the history behind allegations made and of course with the prime consideration to see how we can rectify and improve as a company and simultaneously address your complaints.
Even though we have had hundreds of excellent reviews this year with almost zero negative reviews, I see every comment about my staff and company as an opportunity to see what I can learn and how I can lead my company to greater heights.
Almost 3 days later, I have finished my investigation and it differs vastly from your account. I have at my disposal every call, email and sms made /sent to you. From the get go - this week- my staff found it difficult to communicate with you as you were quite forthright to a simple request for details from which cell phone number calls were made to Perfect Laser - interpreting my staff requests as “harassment And I’m too busy – phone me back”
I have gone through every call made to you, ticket issued to you, interaction to you and to your husband and here are the findings as per our system:
· You have not had five heads but three.
· You failed to honour the first payment plan and after asking you to pay for over a year, we had no option but to write the debt off. You signed a debit order and then did not fulfil your payment obligations.
· The second head we GAVE to you free of charge, plus a set of inks.
· The third head you paid for. That’s is all. There were not five (according to our detailed records).
· You have not bought inks from us since early 2022 - which either means you have not used your machine or you have been buying inks elsewhere, which automatically invalidates any further support or machine warranty.
· I have been through the missed call report and there are no missed calls from any of your registered numbers with us, nor the number that you give us on Tuesday. I am not saying you are lying as it could have been during a load shedding period. But I doubt it as our telephone company would still have the records.
· To suggest we don't answer our calls is just not true. We didn't get 100's of 5* reviews by not responding to client needs or queries. I really do not understand why you were quick to chastise us - but reluctant to give us details of numbers you may have dialled from. We have 41 staff -many of whom work up until 8pm Monday -To Friday and until 2 PM on Saturdays giving free training and advice. We try exceptionally hard with our clients.
· Finally our XP600 Epson prices are a consumable-much like tyres on a motor vehicle-which you are well aware of. There is not a single company (that I know of) in world that offers a warranty on colour print heads. They need to be replaced and budgeted for.
It is vitally important that your machine keeps running - as that is the reason why you decided to select Perfect laser in the first place. I have 2 experienced colour technicians who have always been and are willing to assist you with your machine. Please email *** or register a support prelim ticket on perfectlaser.co.za to start the support process. We also have a dedicated colour support line that you can use ***.
Regards
Warwick Smith-Chandler
CEO and Founder
Perfect Laser Technologies PTY Ltd
Perfect Laser Technologies (Pty) Limited's reply28 Jul 2022, 10:22
Official
Dear Brenda Wolmarans
Parys Dynamic Prints
Due to the very serious allegations you have made against my Company and my staff, I personally decided to sift through realms of data and numerous telephone calls to get to the bottom of what actually took place.
Since you posted your negative reviews on Hello Peter, Google and Facebook (as well as our Facebook support groups) and phoned our clients on Monday 25th July 2022, within a few minutes of speaking to my staff. I have expended considerable effort establishing exactly what happened, the history behind allegations made and of course with the prime consideration to see how we can rectify and improve as a company and simultaneously address your complaints.
Even though we have had hundreds of excellent reviews this year with almost zero negative reviews, I see every comment about my staff and company as an opportunity to see what I can learn and how I can lead my company to greater heights.
Almost 3 days later, I have finished my investigation and it differs vastly from your account. I have at my disposal every call, email and sms made /sent to you. From the get go - this week- my staff found it difficult to communicate with you as you were quite forthright to a simple request for details from which cell phone number calls were made to Perfect Laser - interpreting my staff requests as “harassment And I’m too busy – phone me back”
I have gone through every call made to you, ticket issued to you, interaction to you and to your husband and here are the findings as per our system:
· You have not had five heads but three.
· You failed to honour the first payment plan and after asking you to pay for over a year, we had no option but to write the debt off. You signed a debit order and then did not fulfil your payment obligations.
· The second head we GAVE to you free of charge, plus a set of inks.
· The third head you paid for. That’s is all. There were not five (according to our detailed records).
· You have not bought inks from us since early 2022 - which either means you have not used your machine or you have been buying inks elsewhere, which automatically invalidates any further support or machine warranty.
· I have been through the missed call report and there are no missed calls from any of your registered numbers with us, nor the number that you give us on Tuesday. I am not saying you are lying as it could have been during a load shedding period. But I doubt it as our telephone company would still have the records.
· To suggest we don't answer our calls is just not true. We didn't get 100's of 5* reviews by not responding to client needs or queries. I really do not understand why you were quick to chastise us - but reluctant to give us details of numbers you may have dialled from. We have 41 staff -many of whom work up until 8pm Monday -To Friday and until 2 PM on Saturdays giving free training and advice. We try exceptionally hard with our clients.
· Finally our XP600 Epson prices are a consumable-much like tyres on a motor vehicle-which you are well aware of. There is not a single company (that I know of) in world that offers a warranty on colour print heads. They need to be replaced and budgeted for.
It is vitally important that your machine keeps running - as that is the reason why you decided to select Perfect laser in the first place. I have 2 experienced colour technicians who have always been and are willing to assist you with your machine. Please email *** or register a support prelim ticket on perfectlaser.co.za to start the support process. We also have a dedicated colour support line that you can use ***.
Regards
Warwick Smith-Chandler
CEO and Founder
Perfect Laser Technologies PTY Ltd