Advice needed, how do I handle this...

[dreko]

I have a LEC2-300. Roland damper parts are SKU: 1000013784
It's a black damper made specifically for UV inks

I've had this printer under a Roland service contract for the full 5 years.
About 4 years into the life of the printer, a local dealer came to do service on the printer ... and installed these dampers:
clear/white dampers (SKU: 1000012719)


These are designed for Eco SOLVENT printers.

Roland has confirmed that indeed the dealer installed the incorrect dampers, and the Roland technical service writer also confirmed these are not to be used in my UV LEC printer.
I've contacted the local dealer, who told me this:


"This is from the product manager of the Roland UV products;
Here’s the first answer … basically they are IDENTICAL except for materials. Some people “swear by” the white … others the black. We do not have info stating either is better than the other!"


However, what I'm finding online , is that the UV dampers have a finer filter than the older Eco Solvent dampers.
My service contract just ended, I tried to get them in before, but they ran out the clock.
I'm experiencing some white ink issues, now need to run ink circulations and light choke cleaning to unclog all the white , to actually get nozzles unclogged.

How do I handle the situation?
I'm now out of warranty (after paying for 5 years) , dealer installed incorrect parts, Roland has confirmed dealer installed incorrect parts, and have said not to use those dampers.
However, Roland tells me I need to take this up with the local dealer. I'm getting the vibe already, the local dealer isn't going to provide the correct dampers or own up to their mistake.

I found all of this out after I just bought 3 new dampers from them , and installed them myself... only to find after I installed the dampers that something didn't seem right.
The 3 new dampers, plus the previous install... have all used the wrong dampers! (I've kept the old ones)

How should I handle the situation?
What do you do if they deny there's any problems or they don't want to rectify the situation?

Is the dealer correct? There's no real difference in these damper part numbers, they are universal.
I'm trying to be professional and civil with the local dealer, but now I'm concerned I'm going to damage a $2,600 gold DX7 inkjet head + install fees.
Because I currently have the wrong dampers in the printer (as the filter mesh is now larger openings)

 

[netsol]

of course there is a difference
buy the correct dampers, install them & evaluate the machine at that time

 

[dreko]

of course there is a difference
buy the correct dampers, install them & evaluate the machine at that time

Should I get the dealer to correct their mistake , at no charge to me? Since this was all started and completed under the service contract
Or are you saying I should just eat it, and spend hundreds of dollars to fix their mistake?

 

[netsol]

when someone f**ks up a job they do for me, they never get to touch anything a second time
do what seems right to you.
if you force the local dealer to do this, they could be vindictive as well as stupid & incompetent

 

[dreko]

when someone f**ks up a job they do for me, they never get to touch anything a second time
do what seems right to you.
if you force the local dealer to do this, they could be vindictive as well as stupid & incompetent

Ok, but you just take the financial loss?

I think I paid $8400 for the 3 year extended contract.
You would think that I should have gotten the correct parts and install while under the service contract, no?

I'm waiting to see what the local dealer's final stance is going to be....

 

[netsol]

do whatever you think is best . my opinion is i would never let them touch my equipment again.
i just want to see you & your machine come out of this in the best possible way.
you have to decide what that it

 

[dreko]

do whatever you think is best . my opinion is i would never let them touch my equipment again.
i just want to see you & your machine come out of this in the best possible way.
you have to decide what that it

Ok, I understand what you are saying

Let me rephrase my posting

Would you contact a Roland service provider if they installed the incorrect part on your Roland print while under the Roland service contract?
Yes or No

Would you fight to get them to fix the problem now that the service contract just ended?
Yes or No


I'm looking for advice on how to handle this professionally as a business, but still need future Roland support.
Not looking to go nuclear and burn a bridge, but not willing to bend over and take the loss

How would you handle this situation? Ideally, I want them to replace all 4 dampers (or provide correct ones and I install) in my printer

 

[netsol]

Ok, I understand what you are saying

Let me rephrase my posting

Would you contact a Roland service provider if they installed the incorrect part on your Roland print while under the Roland service contract?
Yes or No

Would you fight to get them to fix the problem now that the service contract just ended?
Yes or No


I'm looking for advice on how to handle this professionally as a business, but still need future Roland support.
Not looking to go nuclear and burn a bridge, but not willing to bend over and take the loss

How would you handle this situation? Ideally, I want them to replace all 4 dampers (or provide correct ones and I install) in my printer

i am not the person to ask. i have repair MY OWN EQUIPMENT as well as repairing wide format equipment since the techjet 720's i think it was 30 years ago.
i have NEVER paid anyone to service my equipment.

it isn't installing the wrong part, that bothers me, ANYONE CAN MAKE A MISTAKE. it is seemingly trying to justify the situation. 'denying there is any problem"

 

[hybriddesign]

Are you planning on extending the contract? If you are then I would think you could leverage that to get them replaced.

I always thought the uv versions were black just to prevent light from prematurely hardening the ink. It does seem a little suspect to me but at the same time I had the smaller lef-20 and we used the standard solvent dampers and just wrapped foil sleeves over them. And if Roland truly said that they are interchangeable then you may be stuck there but you could try to follow up directly with Roland as well.

Dampers are cheap and if you’re really worried you might just buy new ones yourself and swap them in.

If you want to see damper hell just buy a Mimaki dtf printer. We love our printers but they eat at least $100 in dampers every month.

Tai