4yourinfo
Littleton,#2REBUTTAL Owner of company
Thu, January 12, 2012
First we want to say thank you for your understanding. You identified some of the issues we deal with on a day-to-day basis trying to stay current with the ever changing printer ink cartridge market. It is a cat and mouse game where the ink manufactures are always changing the cartridges and we are having to figure out ways to implement our continuous ink supply systems.
Adaptive Ink is a small company with very limited resources. We design and sell Continuous Ink Supply Systems (CISS) for business-class inkjet printers all over the world. We also, as we have time, provide FREE information on our website through our FAQ and White Papers pages. A few customers have reported negatively about us regarding our lack of response to phone calls. What these few customers do not understand is that we cannot afford to have a technical support person available all hours to respond immediately to their calls. For this reason, and a few others, we now only allow messages to be left, while redirecting new and existing customer to our websites Contact Us page to leave question and concerns.
What we are not:
A replacement call center for general printer problems (i.e. paper jams, driver installs, etc.) unrelated to our products for Hewlett-Packard, Epson, Canon, Dell, and all the rest.
A replacement call center for all printer manufacturers because of their lack of consumer printer support help.
A receptacle for unending sales calls wanting us to be their distributor of inks or other manufacturers CISSs.
What we are:
A business that designs continuous ink supply systems (CISS) that lower the cost of ink by greater than 75%.
A business that solves the many issues plaguing current continuous ink supply systems.
A business that provides additional FREE information (as it becomes available) about the line of printers we design our CISSs for.
A business that provides our products quickly with very simple installation and refilling.
What we DO to provide support for our new and existing customers:
We provide a website with an e-mail address for our New Customer questions about our products.
We provide a website with an e-mail address for our Existing Customer questions about issues with our products.
We provide an answer to your e-mailed question within 24 hours by email, and/or by a return phone call if necessary.
To our existing customers, we tried and we failed in our attempt to provide immediate phone support - for this we are sorry. We hope you can understand why we can no longer provide immediate phone support, and we hope you will continue to use the e-mail address we have provided for Existing Customers on our website. To our new customers, we hope you will use our websites e-mail address for New Customers we have provided you as well. This is truly the most efficient way for us to respond to the hundreds of product questions, and the few product issues we receive weekly.
The facts about the Smart Chip on the ink cartridge:
1. The smart chip is only a counter. It does nothing more than count down to zero.
2. The smart chip does not provide ink level monitoring of the true ink volume inside the ink cartridge.
3. The smart chip only provides Estimated Ink Level through an algorithm program by the cartridge manufacture.
4. The smart chip does not disable the printer for printing when it counts down to zero (empty). You can't bypass (OK) the cartridge empty (warrantee ends date) warning when the printer gives notification.
A list of the current printers we support by manufacturer has always been available on our website www.adaptiveink.com. We are always announcing new manufacturer printer models that we are able to support with continuous ink supply systems.
Our website customer support pages:
http://www.adaptiveink.com/FAQpage.html
http://www.adaptiveink.com/HPWhitePapers.html
http://www.adaptiveink.com/ContactPage.html
Hewlett-Packard website for information on smart chip expiration.