Ricoh DTG Division

What a joke. This company does not care about it customers or its products. Don't be fooled... Ricoh owns Anajet, and as you can assume a large careless company makes the smaller acquisitions even worse.

I purchase a third party Anajet Sprint from a personal seller on Offerup. I know, since its third party Anajet basically doesnt care what happens... except they were gung-ho at first to sell me all the equipment and ink I needed to start the POS up! Almost $1200 down the drain.

Everything was working great until the power went out (Thanks Edison!) When the power came back on the printer started throwing a fit. I contacted Anajet the next day (Antonio) and spoke to a tech who never asked about my status with the company, whether I had a support account or anything. He simply explained that I needed to revert my PC back to Windows 7 from Windows 10 and reset the counter on the printer. I contacted my IT guy, paid for 3 hours of his time to do this and guess what... still not working.

I then called again... and this is where it gets fun... I got Edwin, a self-proclaimed (MAYBE legit ) Senior tech support agent. Edwin asked about my serial number then prompted me that I was not registered but that he could email me the info to do this (I'm still waiting for it...) He asked what the issue was anyways and as I began to tell him he would go quiet and non-responsive. After a couple of my Q&A going unanswered I asked if he was helping me or not... to which he replied something along the lines of "I am on another call with a registered user" and that I was basically lucky he was even on the phone with me.

Now, I have done customer service for a long time. The words out of his mouth utterly blew my mind. It is APPALLING that someone would speak to a customer this way. I was prepared to pay for repairs and had already spent plenty on supplies with the company. I may have lost my cool a bit and let the F word fly. Come on, its 2018... I guarantee he uses the language outside of work. He then prompted me that if I continued to use that language he would "blacklist" me and I would not be able to speak to ANYONE at Anajet tech support (actually Ricoh... not Anajet... I will elaborate.)

At this point I asked to speak to an actual manager. Edwin transferred me to a voicemail box (still waiting for the return call.)

I attempted to contact Anajet Customer Service the next day. I could not get ahold of the shop rep Darren that I had spoken to before, but instead I spoke to Josh. Josh was not happy with the way it went. He explained that there were politics involved since Ricoh bought Anajet, removing Anajet support and folding it into Ricoh's (now it makes more sense why they really didnt want to help.)

Josh was going to be my Superman. Josh offered to arrange a local tech to come out and take a look at my machine on off hours. Gus was to contact me. Gus did contact me after a few days and my following up a couple of times. Finally some honesty, Gus wasnt sure about the Sprint so he said he would "get back to me after he talked to his buddy."

Another couple of days no response. Josh offers to reach out to another tech who is to contact me. Mind you at this point Josh has given me his cell phone to make me feel like I have a "direct connect" and "open line of communication." Helps with your communication if you respond promptly, not 24 hours later.

Today I find out that the tech is a little concerned about arranging a deal outside of Anajet/Ricohs support system. Not surprised and frankly he probably did the right thing for himself.

So now, two weeks later I have a very expensive paperweight. Had I contacted a printer technician in the first place it might have been a heck of a lot cheaper. On top of that, since it has been sitting for two weeks the printheads and other ink related items are probably bad as well. All could have been rectified by NOT contacting Anajet/Ricoh direct and just calling an independent tech.

ANYONE looking to buy an Anajet product... DO YOUR RESEARCH. I did not. I did not see all the lack of complaints about their service, their support and about the bad workmanship of their product. It’s a shame because I NEVER would have bought such an inferior product and I will NEVER even consider Anajet products again.

I too have had the same problem with Anajets return process. I ordered the wrong ink which was my fault and wanted to send it back. I called orignally and they said I needed to email a picture of the invoice along with the ink to them to get the RMA for return. I waited a few days and no reply. So I called again with no response. So I called and they stated they would credit my account and send the RMA... Still no RMA to send the product back for the return. I don't know what else to do other than file claim with my credit card company to get a credit... For buying a 25,000 dollar printer and 70 dollar ink cartridges you would think you would have better customer service than this...

I purchased a dtg printer in August and received the first one in September 2017. The machine was sent to me with ink still inside causing a huge mess in my building and home. The printer is supposed to be cleared of ink for shipping. My sales rep agreed to send me another printer and issue me a $500 store credit for future purchases like ink and other supplies. I had no choice but to take off two days of work in order to ship off the ink filled machine, and to recieve the second machine. I received the second machine in October. After having the machine for about a month, I emailed customer care to complain that I was unhappy with the purchase, but was informed that Anajet doesn't accept returns or issue refunds. In the same e-mail I was reminded that I agreed to a $500 store credit for my troubles. I have recently reached out to Anajet by email and phone, and no one has gotten back to me. I'm not at all happy with my purchase but apparently they don't do refunds, so I'm trying to make the best of it. Unfortunately, they are not responding to questions regarding my store credit. I have the e-mails to prove they offered me the credit. I have been unable to reach my sales rep in the past. Email was undeliverable after my first complaint. Now customer care seems to be unavailable. At this point I wish I could get a complete refund and return the machine. Their promise is lifetime customer service and training. I've only had the machine a little over 3 months and can't get a response from customer care. I feel I was lied to in order to make a sale. The product does not deliver the results promised, and neither does the Anajet customer care team.