"Cynical Customer Service"

I ordered some spare parts from Xpress in order to repair an Adkins swing press. They had them in stock and the transaction went smoothly, no problem. I then discovered that another part was required and asked them, via Chat, if they had it in stock. I was informed that this would take some time to check and was told to wait for an email. The email never arrived, so I returned to Chat the following day, and explained the situation, adding that I my press was still down and I had customers waiting for orders which couldn't be processed until it was repaired. The Chat operative assured me that my ticket would be given priority, and I was told to wait for another email. This email didn't arrive either.
You have to ask yourself; how long does it take to see if an item is in stock? It's either on the shelf or it isn't. Obviously, Xpress don’t hold this particular part, and, it would appear to me, simply couldn't be bothered replying to my query because there was no order to process and, therefore, no money to be made.
This is a B2B company. You would think that they would be sensitive to issues such as the one outlined above. It's clear to me where their priorities lie. They lie solely with themselves. I wasted more than 24hrs, waiting for an answer which never came, before sourcing the part in question elsewhere, and Xpress, it would seem, couldn't give a fig.
There's more to read into this, though. There are companies which help their customers and there are companies who take their money and run. I would suggest that Xpress belong with the latter. So, my advice to anyone considering making a major purchase: I would seriously think twice before placing such an order with Xpress. I plan to purchase a Roland VersaStudio Cutter early next month. Judging from the content of various forums, these can be less than straightforward to set up sometimes, so it's important that support is furnished if required. In view of the fact that I own an Adkins swing press, and in view of the fact that Xpress have recently purchased this company, I thought it would be a good idea to buy my cutter from them, since dealing with the same supplier for both items of equipment seemed like a good idea. Well, that won't happen now, and, in a way, I'm glad that I've had this experience because it's given me the opportunity to see Xpresses’ true colours.

"Appalling service"

Complete garbage, ordered online, waited for 1.5 weeks for delivery, they started resolving something only after I called, took another 4 days to deal with the issue and maybe after a month I will get my order, recommend ordering elsewhere

ps. There is a person that handles that indeed, and I am appreciative of that, she is handling it very well, either way it doesn't change the fact that EORI number was required and I was made aware of that only after I reached out

"Clunky, uninterested service"

Because technical support don't want to deal with you, they make you log on to their website. Once you've done that you can log a ticket. When you've spent time logging all the details of your problem including any numbers and potentially useful bits of information they might need, you can submit your write up.

Once submitted, you will be taken to a page that reads "403 FORBIDDEN - Access to this resource on this service is denied" AKA - I've just wasted 15 minutes of my life.

Recently switched to Graphityp and they honestly couldnt have been more welcoming and helpful. Such a shame as this used to be a good company.

"Absolutely diabolical service off this…"

Absolutely diabolical service off this company, they are quite happy to take your money and won't speak to you after, the fact you need to raise a ticket with them and it takes them a good few hours sometimes 24 hrs to respond . £7000 machine now sat there not working 😕

"Absolute garbage service"

Absolute garbage. I spent £1500 a couple of years ago and after the abject service I received swore I’d never use them again. I decided to give it another go and ordered what was an important and time crucial item. Delivery came today and item not included. Essentially now being called a liar for daring to suggest they may of made a mistake. Their service is just awful and I would anyone considering them to literally do just that! So many other companies out there in the same space. This time NEVER again!

"Spent 30k in march on a Mimaki…"

Spent 30k in march on a Mimaki TX300P-1800 with Xpress. It became aparrent very early on that we weren't getting the correct colours, so we spent another £800 with their recommended profiler. He produced TWO profiles, one regular and one for darks. These new profiles turned out to be no better. (Hybrid who import these machines later pointed out to us that Xpres had a responsibility to sort out our colours, we should not have been paying for this.
Next, the machine starts ghosting and laying down a double print. Xpres took TWO WEEKS to get an engineer out to sort the issue (it was three days before their IT dept would phone us rather than email only, during which time the sum of their advice was to check the tension). The Hybrid engineer judged it to be that the fabric was cockling due to oversaturation of ink. (Remember Xpres' new profiles?) Recommendation was to change the platens to help alleviate this. Only three of the required platens were supplied with the machine and we needed two more. Call Xpres, £75 for two platens that we needed due to their profile. Bit rich but we were desperate to get back up and running at full speed as we were losing money.
Worth pointing out that this printer (when working) run's night and day. A day out of action costs us in the region of 1-1.5k per day turnover.
Soon after, we sourced a new profile via our fabric supplier. (Free of charge). this immediately resolved our colour and cockling issues overnight. No more need of the two platens we just bought. Xpres meanwhile asked to visit and fix their profile to which we declined due to now having a perfect working profile, not to mention what it would cost us to stop the machine for another day. This resulted in a couple of snippy emails from their IT department, suggesting we were at fault for not affording them the time to put things right. We let this go, life's too short.

Today we started the day with an error code and another breakdown. Yayy Mimaki! Back to Xpres, by 10am we send photo's of the problem. This one's a full on breakdown. Can't print.
By 3pm we get an email from our account manager (who's a very nice guy who has been piggy in the middle throughout), explaining basically that their Tech team are too busy to help us anytime soon and suggesting we call Hybrid (remember them? They import the Mimaki's ..... why can't we just go direct to them instead of wasting most of the day awaiting Xpres? Mind boggles).
So that's where we're at. A 30k Mimaki printer that's 8 months old and still under warranty, and a supplier who is too busy aparrently to help us get it back up and running.
My personal opinion is that Xpres tech team are totally out of their depth with these machines. Another engineer has since dialled in and found incorrect settings input by Xpres. As a result of tweaking the print speed has been significantly increased. Their colour profiler seems questionable too, and that's being polite. It's a shame, we've used Xpres for several years and spent a lot of money with them. We liked dealing with them, but up until now we've never needed their help before. Now that we do it's become blazingly aparrent that they aren't up to it. I suspect their Tech team may have taken umbridge to us going to a competitor to solve our profile issues, that's how it feels anyway. Now it's like we're just getting the middle finger out of spite.
The only shame is that our warranty is through Xpres, so we're stuck dealing with them until it runs out and we can open a proper service contract elsewhere. I might actually do that anyway to be honest rather than mess about like this. When you print for a living you need your machines up and running as soon as possible, not get the runaround for days on end.

Doubtless they'll offer the same face saving response here that they've offered everyone else. They know very well who I am already though, I've also got the emails to back up everything I've said.

If my advice is worth anything, spend your money with an experienced print supplier, not a box shifter with token Tech support. We didn't know any better at the time, we do now. Tough lesson.

*Update*
From the photo's we sent, Hybrid think it is being caused by headstrikes and are sending out an engineer Monday to fix the issue, with new components etc just in case they're needed.
By comparison, Xpres Tech support got back to us today (24 hours later), by email of course, with a list of routine maintenance suggestions, replace the wiper and do an ink refill. Then if that fails, to refer to the manual. Pretty much all the things I'd managed to work out myself already, as I'm not a complete imbicille.
Imagine buying a 30k Audi that's faulty and the dealer emails you a day later and tells you to check the plugs, oil and water, and refer to the manual. That's Xpres Tech Support.

"No longer will we use them"

Spent over £2000 with them In the last year. Problematic materials & there customer services don't help nor do they rectify their errors. Poor and will not get my business. I can see why they are only a 2 star. Avoid.

"Poor response to solving a delivery issue."

Ordered items which dint go out on time due to technical issues.
Appreciate that these things happen.
Had to ring to see if order had been sent as did not get paperwork thru as normal. Was told of issue. 5 hours later were told still might get till another further day because deliveries were still going out on standard delivery. Surely whoever running the joint should have sorted getting the backlog sent as priority.

"Great company"

Great company! We have been using them for a number of years and couldn't be happier. They are by far the most reliable and efficient supplier we have ever used. Next day delivery on everything, and all stock shown on their website is actually in stock (unlike some companies who tell you they have run out after you make purchase). Highly recommended!

"A massive thank you to Xpres!"

I would personally like to thank Ian Wells for the customer support he has given us for our company move. He has gone above and beyond all expectation helping us to install our software and get it up and running.
I would give more stars but unfortunately I can only give 5!

Once again thank you,
Karl and Zoe
Karl's Kit Bag