Dear Monotech Team,
Dear Monotech Team,
I hope this message finds you well.
I am writing to formally report the service issue we faced with our Pixeljet Solvent Machine on 26th August 2025 and the subsequent follow-up visits.
On 26th August 2025, while printing flex, the cyan ink overlapped and got blocked. I immediately contacted Monotech Engineer Mr. Satyam Sharma, who assisted me via video and audio calls along with another engineer. However, after about half an hour the issue could not be resolved and I was advised to escalate the matter for an on-site engineer visit.
I then contacted Mr. Dileep, who assured me that an engineer would visit the next day, 27th August 2025.
1. Engineer Visit – Mr. Prashant (27th August 2025):
He worked for about 1.5 hours and tried all possible troubleshooting methods. Unfortunately the issue persisted. He concluded that the supply board above the CMYK head was not functioning and needed replacement.
2. Engineer Visit – Mr. Amit Sharma (Next Day):
He inspected the machine for about half an hour. He also confirmed that the supply board was either loose or faulty and required replacement. He assured me he would mail the Chennai office for the spare part, which would take 2–3 days.
3. Replacement Attempt – Mr. Amit Sharma (After 2–3 days):
He revisited with the replacement supply board. I noticed the board appeared dirty and requested him to clean it before installation, which he did. After installation, within 10–15 minutes of operation, he informed me that the yellow head had shorted due to an electrical reason.
This was extremely shocking to me, as well as to Mr. Dileep, whom I contacted immediately. He too expressed surprise and said he needed to discuss this with the technical team.
As of now, the machine is still non-functional, and this has severely affected our operations. I request you to Provide an immediate resolution to this issue.
Clarify the reason behind the head shorting right after the supply board replacement. Confirm the next course of action and timeline for restoring the machine. I kindly request your urgent attention to this matter, as it is directly impacting our ongoing business.
After that, I called Mr. Dileep within 30 minutes. He informed me that he would connect me to the concerned Service Head and shared the number of Mr. Neeraj Thakur (National Head – Service). I spoke with Mr. Neeraj several times. He told me that I would have to purchase a new Yellow Head, which, according to him, got damaged (“shot”) during Engineer Amit Sharma’s work on the supply board change. I explained to him that my machine is only 3–4 months old and such a failure should not happen in such a short time. However, he said that the print head is an electronic part, it can fail anytime, and it is not covered under warranty. Despite my repeated requests, he denied any further support and insisted that I must buy a new head.
I again contacted Mr. Dileep (Sales Executive), who then provided me with the contact number of Mr. Manoj Garg. I explained the entire issue to Mr. Manoj Garg as well, but he redirected me back to Mr. Neeraj, saying that Mr. Neeraj is the right person to guide me on this matter. The next day, I again called Mr. Neeraj Thakur. He repeated the same response—that I would have to buy a new Yellow Head—and further added that he would not be able to help me any more regarding this matter.
I then informed Mr. Dileep about this conversation, after which he gave me the contact details of Mr. Brij Lal. When I called Mr. Brij Lal, he listened to my entire problem carefully and even acknowledged that he was aware of the issues I was facing through his team. However, he too suggested the same—that I should purchase a new Yellow Head.
After this, I once again contacted Mr. Dileep. He told me that he had made all possible efforts from his side, but since everyone had given the same suggestion, I would have to purchase a new Yellow Head. He further mentioned that he could try to arrange some discount for me after discussing with his concerned team. Now they are saying will give you 30% discount on head as there in no warranty on the head from company side.