Ricoma Anmeldelser 

The sales person was good at his job. I purchased TC 1501-7S. Got it on Oct.3, 2023. Did as instructed by going through all the videos and waited for the training class 10/19/23 The machine was broken during the class as I followed the teacher's instructions. I waited almost 3 weeks to get through the customer support and them finally dispatching a tech to my home(11/14/23) to replace a part inside my machine.
This company is shorthanded in the customer service department and training group because it takes weeks to finally get someone to actually help you. I've had other problems and completed their forms sent pictures and they send me videos that clearly stated: they didn't even read the form with the problem. I requested a one-on-one meeting with their specialist 1/17/24, which is what the CEO constantly tells you to do. The form wouldn't allow you to enter a time and date. Only a time and it stopped. I finally was told that trainings so backed up there are no available schedule dates. So, I'm stuck with questions and no one at this company to answer them. I'm a newbie on a 15-needle embroider, making payments for a machine that I can't use to make any money yet. RICOMA doesn't seem to care after they sale you the machine. I need help, but there's no one available when you need them. You get an acct. manager that knows very little about your machine. So, what is he good for?

Ismian was patient, supportive and friendly. He understood the assignment-paper jam and accepted it, he explained everything step. I gathered the tools and I took apart and put the printer back together again with Ismian’s help. ( Problem solved)A follow up call was needed because I couldn’t connect my printer to the internet, I thought I was doomed. I was ready to toss in the towel but... NOPE, they connected me to Ismian who did another video call, I showed him the issue and again he resolved everything!! He is a genius!! Ismian made sure I was able to connect to the internet and print. He also sent some helpful guides as a follow up to the project that I am working on. Thanks Ismian, for listening and your hard work and dedication. Thanks Ricoma for not placing time constraints on your techs for issue resolution. Great job!! - Deborah Harris

I just had a fantastic experience with customer support! I had a large job for a client that had to be stitched out and my sash hoop just wouldn't work. After trouble shooting it via zoom, the problem seemed to be more involved and required disassembling more parts than I felt comfortable doing myself. Mark from support at Ricoma connected me with Jose who came that very weekend and resolved the issue with patience and taught me quite a few things at the same time. I am very grateful to both Mark and Jose with for their help.
Rochelle

DTF printer is junk. They try to blame the heat press. Then they try to blame you for not doing the process correctly. Then they try to say the paper they sent you is no good and need new paper. Machine has not worked one day since I bought it. No help on it or anything.

This is an updated review because my issue was resolved when I finally received confirmation of the cancellation of my order after about 3 weeks trying to get it done.

I had a very bad experience while purchasing an embroidery machine and then trying to cancel the order. The salesperson and his managers were very helpful during the purchasing process, but unprofessional and unavailable when I asked to cancel my order. After about 3 weeks of frustration, I finally got my refund. I was considering reordering at a later date, but I'm not sure if I will because of the experience I had when trying to cancel my order. It was very unpleasant and caused a lot of frustration trying to reach the salesperson, his managers, and the accounting department. The shipping department was helpful up to the point where they contacted my salesperson. Then they stop taking my calls and would not call me back after I left numerous messages. I was told that my order was cancelled, but no one would send a cancellation acknowledgment.

I bought this machine (TC1501) a few years ago and have had nothing but trouble with it from day one. I am still paying for the machine because it was several thousand dollars. I was considering trading it in for a better machine, but no one will take it as a trade in. I have called customer service (tech support) and after being on hold for 30+ minutes they emailed me some videos on how to fix the problem. They told me to email them back with photos and they would call me back, that was several days ago and no phone call. I will be calling them back today but I am sure it will do no good!
Well it is January 9, 2024 and Ricoma had me order parts for the machine the cost just shy of $100. I was told that when I receive the parts to call them and they will help me install them. I received the parts almost 2 weeks ago and called Ricoma for the install help. They told me I had to talk to the tech who I ordered the part through. I was told the first time (Friday) that he wasn't working that evening, so I asked when will he be available and they said he would be there Monday until close (9PM Eastern time). I called Monday and he wasn't in. I called Today Tuesday (5:48 PM) and was told that he was on a call with another customer and he would call me back. It is now 9:30PM and no call back. Good thing this isn't my lively hood. The machine has been down for close to a month!

Seth is an awesome repairman I absolutely love my Ricoma embroidery machine . I call the support team and they knew exactly what the problem was and got a repairman out to fix it, around my schedule. Great to know when you purchased an item of this caliber someone has your back incase something goes wrong. I am grateful….❤️

She was on time with everything about the meeting. Love her Olivia Delvalle.

I WAS HAVING ISSUES WITH MY MACHINE - I WORKED WITH CARLOS ROQUE - HE WAS AMAZING TO WORK WITH - STAYED ON THE CALL WITH ME EVEN WHEN HE GOT ASSISTANCE FROM A HIGHER LEVEL TECH - DID NOT TRANSFER THE CALL. WAS ON FACETIME WITH ME, WALKED ME THROUGH EACH STEP AND EXPLAINED THE REASON IT WAS NEEDED, ANY TIME HE HAD TO GO SILENT ON THE CALL - HE PROVIDED ME A TIME FRAME AND ALSO WHAT HE WOULD BE DOING AND QEUED INTO THE CALL EVERY 30 SECONDS TO LET ME KNOW WHAT WAS GOING ON AND TO LET ME KNOW HE WAS STILL THERE. ONCE THE ISSUE WAS RESOLVED HE EVEN STAYED ON A BIT TO ENSURE THAT EVERYTHING WAS WORKING WELL AND GAVE ME THE CONTACT INFORMATION OF WHAT TO DO IN THE EVEN I SHOULD EXPERIENCE ANOTHER ISSUE AND HE ALSO LET ME KNOW HOW LONG A TICKET REMAINS "ACTIVE" AFTER SOLUTION IS APPLIED.
IT WAS AN AMAZING EXPERIENCE AND HE DEFINETLY MADE GETTING THIS MACHINE LESS INTIMIDATING

Shout out to Kelveen for helping to save my project. I called, waited for 45 min. for my turn, decided to leave a message. I also emailed with my issue. Kelveen called back while I was in the shower, so i missed that call. He emailed my letting me know he tried to reach me and left a video to see if that would help fix my issue. It did and my project was saved. Ricoma got my business because of its constant efforts in customer service. Thank you!

Overpriced! Overrated! Oversized! DO NOT purchase if you don’t have a house/home that’s large enough to handle the extremely massive size of the printer. It’s about 34” wide and almost six feet in length. The machine takes up so much space and you’ll need a heavy duty table from Uline to support the weight. Also, the white ink went out in less than a month which is quite expensive. DO NOT purchase if you don’t already have sustainable business to support the monthly payments. It is equivalent to a car note and they do not take returns!!! RUN FOREST RUN!

A Huge shout out to Mark Torres and Michael Murphy for the excellent service on getting my Ricoma CHT2 embroidery machine back up and running in a super timely manner.. The service you gave us is greatly appreciated.. Thanks again Ricoma Service for the AWESOME SERVICE. 🙂👍👍👍

My panel on my embroidery machine gave out and Carlos Roque helped me thru the process of trying to get it to work. Unfortunately, I needed a new one and missed my warranty by a couple of months. He was able to work with me and offered a discount. I've never had any problems with my machine, I treasure it dearly and take care of it! Thank you Carlos for taking care of me and making sure I get my part ASAP!

I had a trimming error with my machine, that was caused after an embroidery issue... a garment came un-hooped and was caught in the rotary hook. I was able to call Ricoma Customer support and spoke to Mario Hernandez. He helped me re-time my machine and then helped me reset my trimming alignment. He was pleasant to work with and was very knowledgable. Thanks Mario

The technical support is fantastic. The couple of times that I needed them for some issue ( user error) I had has been great. Thanks for being there for me.

I would avoid this company like the plague. The customer service is horrendous. Their product representation is sketchy. They are solely out to make a buck and they cast their customers to the curb after they drain your wallet. My wife expanded her business by purchasing a Ricoh RI2000 from Ricoma. The first few months were relatively problem free. We started having issues with the white print head, and thats where Ricoma demonstrated how terrible their customer service is. The machine had been maintained exactly as required. The white print head developed a problem. When we reached out to Ricoma, it would be days (sometimes weeks) before we heard back. Each time with a different representative. Each time with finger pointing on how we didn't perform the required maintenance schedule on the machine. When I offered to make the machine logs available to prove all maintenance was done, it became a new set of excuses. The back and forth continued until the warranty provided had expired. Once that happened, we were told there was nothing they could do because the machine was no longer covered. I would be very suspicious of any positive reviews on their company. It seems that whenever a negative review is given, several positives pop up to bury it. Do your research and go to the different forums. Get real life responses. You'll find that Ricomas bad customer service is a common denominator.

Carl-Edouard hands down demonstrated excellence customer service, and resolved my issue in a matter of minutes, no major waiting time and even gave me additional recommendations that would definitely help me out thru my journey within the embroidery world!

Carl-Eduardo was very helpful, kind, and knowledgeable. It did not take very long and I wasn't even put on hold.

Adrian (Sales) and Rey (Service) worked together to get me quick technical help on an issue that I was having but connecting me with Arel. Arel was great to work with and was able to fix my issue very quickly. He was knowledgeable and knew exactly how to diagnose my machine. Very happy with my Ricoma MT-2001 purchase.

Purchased a ricoma vision September and only got it to work on October after a month because of their rip software did not work.

Order supplies pending like weeks before it shipped out even they already take your money right away.

I had an absolutely horrendous experience with this company's customer service. I've never encountered such incompetence and lack of professionalism before. From the very beginning, it was clear that the staff members were either poorly trained or simply did not care about helping customers.

First and foremost, the response time was ridiculously slow. I had to wait for days before receiving any sort of reply to my inquiries, and even then, the responses were generic and unhelpful. It felt like they were just copying and pasting pre-written responses without actually addressing my concerns.

To make matters worse, the company made several mistakes with my order and refused to take responsibility for them. Instead of rectifying the situation, they blamed me for their errors and refused to offer any solutions or compensation. This level of negligence is unacceptable and speaks volumes about their lack of commitment to customer satisfaction.

I strongly advise anyone considering doing business with this company to think twice. The way they treat their customers is disgraceful, and there are plenty of other companies out there that value their clients and provide excellent service. Save yourself the headache and frustration – take your business elsewhere.