Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to install a HP Laser Jet Printer and called the ** solutions number on a sticker from the printer. ** solutions phone number is ************. I was given Geek Auto Buzz who told me they had to enter my computer to set up printer. I allowed and they showed me my passwords and said my computer was compromised and I needed to purchase their Network Security System. After telling them I had to wait for my husband to wake up, they did a hard sell and scared me into purchase as my passwords were being taken by whomever. That cost to my *************** **** was $792. The printer did not work and was sent back for a replacement. I then called the ** Solutions on the new printer to get it installed and was again scared by the man saying the previous Network security, Geek Auto Buzz was a scam and I needed theirs. Again I said to wait for my husband to wake up, he works nights, and they did the same hard sell and sold me their Network Security system, Print Me Now phone number ************ for $537. I have tried to get the money refunded through my **** for Geek AutoBuzz and from ****** and my *************** **** for 4 payments of $137.50 which the first was taken from my *************** Credit Card and Pay Pay is trying to get me to pay the remainder. I had to cancel my *************** Card and get a new number.

  Business Response

  Date: 08/13/2024

  Thank you for notifying us, DN Printer Solutions, via mail regarding this incident. I wanted to assure you that customer satisfaction is our top most priority and we pride ourselves on the thousands of customers we have served over the years. Their testimonials and reviews are proof of our top notch customer service and products. 

  We truly apologize for the experience this customer has endured. We have looked into our records and have spoken to our customer service representative and here are our findings. The customer states when she called the phone number provided, ************, that she got "Geek Auto Buzz" and they entered her computer and continued to show her her passwords and berate her into purchasing a "Network Security System". After that, she sent the printer back for a replacement and once received, proceeded to call the number on the printer and got a person by the name of "****" who once again berated her into purchasing a different network security system and proceeded to not refund her for it. 

  We don't have anybody at our company by the name of "****" nor do we sell any kind of *************************** We sell printers, laptops, parts and any other consumables like toner, batteries, etc. We have never partook in the selling of security systems. Our tech does offer remote support sessions which are strictly used on a case by case basis and if the customer is comfortable with it. Once they have permission, they go through the process of remoting into the customers computer and walk them through the setup process of their printer by utilizing drivers found on the ** Support Website. 

  The attached documents show that we were in contact with the customer when she reached out via ****** on May 16th. We provided her with a replacement printer which obtained some complications as well like printing shadows of her work. The customer also stated that the ********************** was supposed to be new when we mainly sell refurbished printers with the occasional new model in stock which her printer was not. She stated on May 18th, she will return both printers as they both are not operable which we let her know that is completely understandable and provided her with prepaid return labels. On May 20th, the customer stated she will have her husband try and clear the shadowing for one of the printers while she already sent the other one back and will keep us updated. We proceeded to provide a possible solution to the shadowing the printer was having which, as stated in the message, could be either toner or fuser. Customer responded on May 30th with "Thank you , I will tell him. We need a printer like this one. We will test this out today." As shown in our returns form, we only received one printer from the customer and no further update from the customer via messages. We have not processed a refund for the customer because the customer received 2 *********************** from us in the end and we need both back to process a refund. We do not process refunds if the customer keeps the replacement. 

  We truly apologize for the inconvenience and lack of customer support that customer has endured from whomever she spoke with which clearly was not DN Printer Solutions or anyone from . Please feel free to reach out with any further questions or concerns. Thank you!

  ************

  **********************************************************

  Customer Answer

  Date: 08/14/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21942354
  
  I am rejecting this response because:

  I must have gotten the name of **** mixed up with the other Network Security System, Print Me Now, **************, that was sold to me with the same berating sales attitude from a DN Printer Solutions number on the second printer I had received for a replacement ************** is the number on the second printer for DN Printer Solutions.  This man, told me that Geek Auto Buzz was the scam and I needed to purchase his security system, Print MeNow, because of the Geek Auto Buzz scam thus scaring me into this second purchase for the same kind of security system for $558. I have had each of these systems wiped from my computer and no longer have these purchases that I am paying for. 

  I feel that these people took advantage of me and sold me something I didn't want or need.  I told them I'd have to wait until my husband woke up to make these purchases and they did a hard sell showing me my passwords they took from being in my computer scaring me to make these purchases.  I allowed them into my computer to help me set up the printer.

  I did not need this system and have deleted both of these systems and no longer have them that I am paying $792 for Geek Auto Buzz, and $558 for Print MeNow.

  All I wanted was help setting up the printer which necessitated me letting these people into my printer which I trusted because the number was from DN Printer Solutions on a sticker on the printer for help.
  
  
  Regards,
  
  ******** *****
  

  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/19/2024

  We truly apologize for the inconvenience this has caused you. Once again, we only sell printers, laptops and parts. We do not and have never sold or been acquainted with any Network Security System and have never heard of "Print Me Now". We are not sure what the customer did or purchased or with whom she spoke with but DN Printer Solutions has never been affiliated with selling those type of services.

  We do offer remote support which we only use to help setup the printer for the customer and have a vigorous process with making sure the customer knows what is being done throughout the process. We don't deal with setting up their computer or deleting things off their computer which were there prior to our printer installation. Customer satisfaction and service is our up most important aspect and that shows with thousands of our customers who receive beyond amazing service and will attest to that with their testimonials. We stand behind our customer service representatives and their ability to help resolve customer issues, questions and satisfaction to DNPS standards. 

  For further action, we recommend the customer reach out to "Geek Auto Buzz" and "Print Me Now". Upon further investigation on our part online regarding both of those companies, it appears this customer is not the only customer who has been scammed by the two providers. We, DN Printer Solutions, have never had any affiliation with either of the companies and have never been part of selling any ************************* Thank you.

  Customer Answer

  Date: 08/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21942354
  
  I am rejecting this response because:

  The phone numbers that were on a sticker from DN Printer Solutions who sold me a ** laser printer and switched out the printer as the first one didn't work.  On each printer there is a label, DN Printer Solutions, for toner and service email ******************************** call ************. This number was supposed to be someone who would help me set my printer not a company that would scam me into purchasing Network Security systems.   

  I was scammed by two companies. When I called to set up the first printer that had to be sent back, the man pressured me into buying GEEK AUTOBUZZ Network Security System for $792 after I told him a few times that I'd have to wait for my husband to wake up.  He pressure sold me saying there were many viruses on my computer and they were taking up too much storage and he couldn't set up the printer until they were removed and he then showed me my passwords to scare me into purchase.  I have no documentation except the charge from my credit card which shows GEEK AUTOBUZZ is from ******* ON. The man who I called from DN Solutions sticker on the ** Printer I purchased for my replacement printer to help with setup told me the first Network Security system I had purchased and allowed into my computer was a scam and scared me into purchasing their plan from PrintMeNow for $549.00 phone ************. I called to cancel PrintMeNow Network Security System and after a few moments of arguing, the man said they would refund and wait a week.  This did not happen.

  All I wanted was to be able to print from my laptop that I had purchased from DN Solutions and was duped into $1342.00 of scams from a label on the printers.

  I Tried to load some documents but was unable because they were too large and I don't know how to compress them.  If you would like me to mail all my documents, please give me a mailing address. 
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/17/2024

  We truly apologize for the inconvenience this has caused the customer. As stated multiple times in the duration of this correspondence, DN Printer Solutions has never been associated with anything that has to do with selling or distributing ************************* We pride ourselves on our customer service and our thousands of customers will attest to that. We are perplexed by this whole situation and are bewildered as with whom the customer spoke with when she called and got berated. We 100% stand behind our tech support team and confidently say that neither one has ever berated a customer or sold any ************************ while working for DNPS.

  We attached two attachments to this response. As you can see, the customer reached out to us via Amazon messages which is the platform where the customer made the original purchase of our printer. The original printer had some issues so the customer requested a replacement via ******. She then reached out once more and said the replacement printer is having issues and she would like to return both for a full refund. We provided the necessary labels in order for the customer to proceed with this. We keep an extensive log of all the returns that come into our warehouse and, as you can see, we only received one of the two printers back. The customer stated in the messages that they shipped one of the printer back but will hang on to the second one to see if her husband might be able to resolve the issue. No further correspondence was heard from the customer. 

  Since we never received the 2nd printer back, we were unable to process a refund. We can most definitely process a refund for the customer for the original ********************** purchase price of $182.29, we would just need the second printer back in order to proceed with that. Once again, we truly apologize for the inconvenience this has customer has endured which was not done by DN Printer Solutions. Thank you. 

  Customer Answer

  Date: 09/19/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21942354
  
  I am rejecting this response because: It was not the printer that was the issue.  It was the phone number on a sticker on front of the printer that is the issue. They said to help to install the printer to my MAC call the numbers listed below.

  The number connected me to Geek Auto Buzz, ************, who assisted me to install the ** Printer to my MAC computer. After getting my  permission and going into my printer to help me install the printer, he pressured me to buy $792 of Geek Auto Buzz Network Security after I told him more than once that he'd have to wait until my husband woke. I didn't understand what he was selling.  He said scammers were looking at my passwords and showed me past used passwords, and I needed to buy this security. 

  The second ** printer had another sticker on front for help with setting up printer into my system. Phone number is ************. Again I called the number on the printer that ** Solutions sold me and a different man sold me his Network Security, Print Me Now,  saying the first one was a scam which scared me into purchasing his Print Me Now Security System for $550. Again after I told him I'd have to wait for my husband to wake.  My husband works the graveyard shift and sleeps most of the day.

  I trusted the ** Solutions not to lead me by phone numbers on their printers they sold me to be used to scam me out of $1392 of which my credit card company refunded $137.50 which was a first of 4 payment to Pay Pal.  
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 09/24/2024

  We truly apologize for all the trouble this customer has gone through. As stated previously in multiple correspondence, we don't sell and have never had anything to do with selling ************************* We are just as baffled as the customer as to whom she spoke with when she dialed our phone number which we 100% can guarantee is nobody from any one of the companies the customer stated. 

  The customer states that the 2nd HP ********************** she received had the phone number "************" sticker on it. We dialed that number and it is no longer in service. That phone number is in no way affiliated with us so we are not sure how the customer had it on her **********************. All of our printers have our information on it. The only products we sell are printers, scanners, laptops, etc. Once again, we have never been affiliated with any ************************.

  At this moment, this correspondence is no longer productive as both parties are reiterating the same statement. We will no longer be able to respond to further communications. We wish you all the best. Thank you!

  Customer Answer

  Date: 09/26/2024

  So now Ive been scammed by 2 different entities by calling the number on the printers. I guess if you can warn of these scams would be all I can hope for. Im guessing Ill never get my money back. Thank you for looking into this. I give up.