Letter of appeal to Mitsubishi for Alternative Supplier in Malaysia (Other than Davino)

Here's a letter of appeal which I submitted to Mitsubishi recently, surprisingly I did get a response indicating that they would look into the matter and I am hopeful that some positive developments would come out the appeal.

To whom it may concern

I bought a Mitsubishi CP-D70DW printer in Aug 2014 and I would like to provide some feedback on my experience.

Although the printer is technically very good. i.e. the print quality is good, the paper quality is good and the printer performance is fast & reliable.

However the local supplier Davino Sdn Bhd has been very disappointing to deal with.

• The sales & technical office has very poor knowledge of the technical specification and pricing for their products.

• The company is not honorable as they would not stand by the price commitments made by their salesman on the price of supplies after we bought the printer.

• The management of the company is very arrogant and argumentative.  When we try to raise our concerns to them they ignored us initially and eventually even stated that they would not honor their email commitments to us as it was not signed.

• As compared to DNP, Kodak & Fuji Dye-sub supply cost.  Davino is selling their supplies 50% more expensive than the competitors pricing.

• Apart from 4R paper stock.  Davino is insisting on premium pricing and bulk quantity (up to 30 boxes per order) for their non-standard size paper supply.

• DNP is doing very well in Malaysia as there are 2 master distributors (BLM Imaging & DSC World) which provide very good service and are very price competitive.

• Davino is not the right company to be distributing  Mitsubishi printers as they are also competing directly with their clients through their own event printing business - WOW Photo Booth.  

We would very much like to use Mitsubishi's dye sub printing products in Malaysia and an alternative distributer that is more committed to the products and customers. an alternative distribute who is not  in direct competition with it's customer is badly needed. 

KLPF 2015 Dye Sub Printer Updates

Visited DNP booth at KLPF 2015 today and was please to find out that there was new paper stock available for the DNP Fotolusio RX1 printer.  i.e. 4x3 size, 4x4 size as well as credit card size paper.  These new paper stock are available in per box quantities and the pricing is just slightly more than the regular 4R size paper stock.

Mitsubishi's dye sub printer also has these sizes available,  However since Davino is the sole distributer for Mitsubishi's dye sub product in Malaysia they are capitalising on their monopoly and pricing the paper stock at the premium and insisting on large quantity sales of 20-30 boxes per order.   Until Mitsubishi appoints an alternative supplier for their printers in Malaysia, DNP would be a better option as they have a healthy supplier competition and provide much better customer service and support for their products.

Davino's POST GST Supply Pricing

Davino's Mitsubishi Cost Per 4R print is close to RM0.60 per 4R print.

Add caption

Compared to DNP post GST price is RM0.36 per 4R print

Compared to Kodak post GST price is RM0.36 per 4R print

I.e. the Mitsubishi Cost per 4R print is about 67% higher

Update on Experience with Dye Sub Printers in Malaysia

Have been using dye-sub printers extensively for over 10 months now and here are some of myexperience with the printers and the vendors in the market.

So far I have had very good experience with my DNP RX1 printer.  Very transparent pricing for their equipment. Cost of supplies is one of the lowest in the industry. And the supplier is very motivated in supporting and retaining their customers.  I get right to the door-step service for all my request and on numerous occasions they have provided loaners and non-standard supplies on very short notice without any fuss.

My Mitsubishi experience was the worst customer experience for any product that I have acquired in my professional experience.  Very poorly coordinated sales department where pricing is positioned to just sell the hardware without regards to supporting the customer.  Salesmen making price commitments on printer supplies that is not supported by management. And an executive management  that is brash, arrogant and devoid of any accountability for their commitments in writing. An alternative Mitsubishi dye sub printer local dealer is badly needed to do justice to to what is otherwise a very good piece of hardware.

My Kodak printer has been a no-fuss workhorse.  printer supplies are the easiest to restock. net pricing and always available.  The servicing support for the printer is good as the service technicians and knowledgeable and accommodating.

Wowsome, Wow Photo Booth are Davino Sdn Bhd related entities

Dye Sub Printer Repair

Been having a paper jam issue with my Kodak 305 dye sub printer and I finally had the opportunity to bring it in for service today.  The printer is supported by ServTouch which is associated with Wywy in Petaling Jaya.

Overall the experience was very positive, the service technician there (Mr.Cheung) was very helpful and immediately indicated that the problem was related to possibility of one of the internal rollers being damaged.  Left the printer for service in the morning and the printer was ready for collection in the evening!  No questions asked and the technician was very knowledgeable and accommodating.

I contrast this with the experience I had with Davino when they inspected my Mitsubishi dye sub printer.  They generated some diagnostic printout from the printer, stated that the printer had some alignment issue but did not make any further effort to explain the nature of the problem to me nor took any steps to rectify the diagnostic anomaly.

From my experience from owning these dye sub printer I would say the the company behind the printer is the most important consideration.  You will need technical support from time to time, you will need reasonable cost and availability of supplies, and you will need  a company that will treat you as a business partner rather than treating it as a one time transaction with the customer.

Wowsome, Wow Photo Booth are Davino Sdn Bhd related entities

List of very informative and helpful Consumer Association links

It is very encouraging to see that the Malaysian consumers are active and vocal in voicing and protecting their rights as consumers.

National Consumer Complaints Centre

http://www.nccc.org.my/v2/

Communications & Multimedia Consumer Forum of Malaysia

http://complaint.cfm.org.my/

The Communications and Multimedia Consumer Forum of Malaysia 

http://www.skmm.gov.my/Resources/Guidelines/Complaints-Handling-Resolution/Consumer-Forum-Malaysia.aspx

Malaysian Consumer Rights

https://www.facebook.com/MyConsumerRights

ERA CONSUMER MALAYSIA

http://www.eraconsumer.org/

Federation of Malaysian Consumers Association

http://www.fomca.org.my/v3/

Wowsome, Wow Photo Booth are related entities

Dye Sub Printer Comparisons

The following link provides a comparative table of printers.
http://www.fotoclubinc.com/photo-printer-comparison.aspx


Out of which DNP, Mitsubishi & HITI are available in Malaysia.

Is Davino Sdn Bhd the only dealer for Mitsubishi printers in Malaysia?

Many discussions have ensued amongst photographers and industry players regarding the the service which I received from Davino Sdn. Bhd.

One of my fellow bloggers noted the the company which is somehow associated with Davino Sdn Bhd, WOW Photo booth (Recently rebranded as WOWSOME) is also an event photo booth operator.

It is clear now that there is a conflict of interest for Davino to sell their printers and service their customers as these customers are most likely also their competitors in the photo booth and event printing business.

I seriously hope that Mitsubishi would appoint multiple alternative, independent, unbiased dealers in Malaysia to address this short coming.  The hardware is great, unfortunately there is insufficient competition in the market to promote competitive  pricing of supplies.

I would like to see the same dealer environment as provided by Kodak & DNP whereby the dealers sole interest is in promoting, supplying and maintaining their products and do not have any business interest within the event printing business themselves.

Wowsome, Wow Photo Booth are Davino Sdn Bhd related entities

Failed attempt at returning Davino's Printer... "I see the document has no signature...."

We went to Davino's office at their published address at 41, Jalan 109E, Desa Business.   The offices did not carry any signage indicating Davino Sdn Bhd as the operating business entity.  Instead it was fronted by a stationary warehouse with the signage SSOA Marketing Sdn Bhd.

Unfortunately the unpleasant saga with Davino's Printer continues.  Despite numerous emails and phone calls to resolve the issue.  Davino gave me an ultimatum to come to their offices despite not responding my to email requesting for terms which they have agreed in conversation.   They had the very last word when they highlighted to me that their letters sent via email were not physically signed.

I've really gone out of my way to try to resolve this matter amicably with Davino, however parties need to be reasonable, admit their failings, be prepared to make amends and have resolve and commitment to seek mutually beneficials outcomes.  It is not easy for me to move about to the various consumer and government agencies to pursue this seemingly trivial matter.  However as a matter of principle we should not succumb to bullies and must be prepared to stand by our rights.

“it's easy to stand in the crowd but it takes courage to stand alone” - Mahatma Gandhi

the lady highlights to me that the document issue by Davino Sdn. Bhd was not physically signed.

Wowsome, Wow Photo Booth are Davino Sdn Bhd related entities

Finally reaching a fair conclusion... My Last posting if agreements are honoured and common sense prevails

Had a long discussion with Davino yesterday and we're close to reaching a resolution on our future arrangement with my Mitsubishi Dye Sub printer.  Should be signing off shortly from this blog if agreements are honoured and common sense prevails.

As always, being the eternal optimist I have high hopes of a favourable outcome.

Wowsome, Wow Photo Booth are Davino Sdn Bhd related entities