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Heat press warranty claim complications
We bought a TC7 heatpress last year from Signmaster, main reason for buying that press, and from them, was the warranty and great service we have had from them previously
Speaking with tech support on the phone I explain how when closing the press, it beeps twice and pops back open. They’re not sure and go off to investigate further.
I get a call back to say the press needs to be returned to base for repair. Not a problem…
Except I need to send it to Hexis, not sign master, and that I also need to foot the bill to ship it down there and have it returned! That aint going to be cheap!
So a little bit confused why when my contract is with Signmaster, they’re palming me off to Hexis, and now need to deal with Hexis, and why I have to foot the bill for carriage when its covered by a manufacturers warranty.
Hexis’s terms do state that customer pays for returns, but I bought it from signmaster not Hexis.
Something doesn’t sound right to me. Thoughts anyone?
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2 Replies
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Give Phil a call personally at Signmaster and have a chat with him on a one to one basis his a nice guy and a good friend. I’m sure he will sought this out.
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Spoken to Phil at Signmaster.
Seems that Secabo who manufacture the heat press have moved the goalposts, and now Hexis handle the UK returns and warranty claims in the UK, which puts Signmaster in an awkward position as they can’t deal directly with the manufacturer.
A few emails and we’ve clarified the situation, and luckily have a job down Coventry in the next few weeks, so will swing by Hexis on the way down, and hopefully collect it on the return journey.
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