problem with X-rite Closed Loop Option

I just want to share a story with you all because if blows my mind that a company in this industry doesn't care to lose a customer...




2 months ago after receiving the scanner head back from X-rite after re-certification I asked their support team to dial into the machine to check some settings. At this point the X-rite software and the feedback program that send the data back to the press were both working fine. He was just checking on the settings in the X-rite program.






While dialed in he noticed we are on an older version of Intellitrax so he uninstalled the version that was on there and went to install a newer version. The newer version wouldn't install correctly so he went to re-install the older version again and the older, original version, wouldn't load back on. So now the computer that runs the scanner software AND the feedback integration to the press is a boat anchor. Naturally one would think the person that broken it should fix it, right? WRONG...


So at this point I have no scanner software and therefore no closed loop, spending more to run jobs and X-rite doesn't care. During the next 3 weeks and many emails back and forth with X-rite they tell me they are not responsible for used presses and any software connect to it. WHAT??? They broke it!! So now I have to come out of my pocket to have my press dealer send a technician to troubleshoot a problem that X-rite caused. Incredible.

So I just wanted to warn anyone out there that if you are looking at a X-rite closed loop system be warned. They don't stand behind their work. They don't care about you. It's just another one of these large corporations that don't care about the one person.