Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I work at a school and use the Alpha ID card printer to print student IDs. While printing IDs on 8/8/23, a plastic piece inside the printer called the Cleaning Roller Assembly snapped in half. I reached out to customer service and explained the issue. They billed me ****** for the replacement, however it was not the part I needed, It was 5 cleaning rollers, and dye film. However, I needed the part that holds the cleaning rollers.I spent a few days going back and forth with a sales rep, who blamed me for the mistake stating "I would have thought you meant the cleaning rollers too." Instead of refunding me for items I did not order or need, they gave me a 10% discount and a week to use it. Furthermore, I was not allowed to apply the 10% to the actual part I needed.The sales person confirmed on 8/18/23, that the Cleaning Roller Assembly part would be overnighted, and I paid the $31.78 for the part. On 8/24/23 we still hadn't received the roller assembly piece, so I reached back out to sales who confirmed it would be overnight shipped on 8/30. After still not receiving it by 9/5, I reached out again to my sales ********** explained that they do not know what is going on, and said customer service would contact me ASAP. 24 hours later, and I have not been contacted.Our students do not have ID's and therefor cannot get working papers, state IDs, or prove they are students at youth functions.I have paid $133.31 to the company for a 31 dollar part that I ordered a month ago, and haven't received, nor have I received any reimbursement for purchased items. Beyond the monetary compensation, the poor business practices are having hugely negative impacts on the students in the school.

  Customer Answer

  Date: 09/12/2023

  Good morning, 

  The case has been resolved, as the company shipped the part last week, and it was received today.

  Thanks,
  ****