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.

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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