I understand your not having much to say with your printer being down, but with no word from you in the past year, we had no idea you were still having issues, and for all we knew the problems were resolved and you were happily printing. Please understand, we support thousands of customers, so if someone doesn’t follow thru with communication, we can’t know what’s going on to help or resolve their problem.
We are prepared with a solution to resolve your issue, so please do call and discuss your situation with Wells to move forward and get back to happily printing.
For more information that you need: when we started selling the internal bag carts that you’re using, we pressure tested every cart by hand (both plastic shell and internal bag) in the first two shipments, but after feeling comfortable with a very low failure rate, and considering the huge time expense, we decided to stop pressure testing every cart, and keep a close eye on feedback from customers (which we do anyway with all products). For quite a while, things were good, but shortly after receiving the last shipment, we started getting reports of problems. At this point, we immediately tested carts from the latest shipment, then stopped selling the carts after confirming a higher than normal failure rate, and reported to the manufacturer to resolve the issues, but they weren’t able to give us a satisfactory solution, so we got different model carts from several other cartridge manufacturers, and carefully tested them, which is how we found the latest style cartridge that we currently sell. We did send replacements to customers who contacted us with problems, and would have sent you replacements last year had we knew you were still having issues (it was right around the time I was working with you that we discovered the issue, so I wasn’t fully aware there was a problem when you first contacted us).
I’m not sure what the timeout time is, but after having a few of my posts not go thru because of the timeout, I always copy my post before pushing the “post” button… because I’m frequently doing many things at once, so can pulled away from what I’m writing, then get timed out when I return, and I hate retyping everything again.
Please let me know if you have further questions, or there’s anything else I can help you with.