kitcheninfo
Disastrous experience
Several years after the other review… Several years after the other review here was posted, it appears very little has changed. Before purchasing, we spent a considerable amount of time speaking with multiple representatives from the company. We were repeatedly assured that the machine was easy to operate, straightforward to maintain, and well-suited for our application. This was not true. When the machine arrived, we were surprised to find that there were essentially no usable instructions. The documentation appeared to be a direct translation from Chinese and lacked the detail necessary to properly assemble, operate, disassemble, clean, and reassemble the equipment. The included booklet consisted largely of dark, difficult-to-decipher photographs with little or no explanatory text. Rather than providing guidance, it created more confusion. We then searched the company's website and YouTube channel expecting to find instructional videos. To our surprise, there were no comprehensive videos demonstrating setup, operation, cleaning, or maintenance of the machine. When we asked for assistance, we were told to search YouTube for videos from other manufacturers because "all piston fillers work the same." In practice, that proved to be inaccurate and unhelpful. We ultimately spent well over a dozen hours attempting to understand and properly operate the machine. During that process, we discovered several issues. The volume adjustment system lacked precision, and the measurement scale on the machine did not appear to correspond accurately to actual fill volumes. Achieving a specific fill amount became a trial-and-error process rather than a repeatable setting adjustment. Likewise, adjusting flow rates was unnecessarily difficult. It was one gigantic guess game. We also discussed our product's viscosity with the company before purchasing and were assured the machine would handle it without issue. However, during testing, the nozzle quickly became clogged. At that point, after investing significant time and effort without success, we decided to return the equipment. Initially, we were informed that a restocking fee would apply. After expressing our concerns regarding the condition, support, and usability of the machine, we were told that the fee would be waived. Returning the machine was not a simple process—we had to locate a pallet, properly package the equipment, secure it for freight shipment, and arrange transportation. Despite being told the fee would be waived, the company charged a restocking fee after receiving the return. We were also told we would not have to pay for return shipping and we made it very clear we had no intention of doing so. This company refused to refund us for shipping and the 3% credit card processsing fee. What is most disappointing is not that the machine originated overseas, but that so little effort appears to have been invested in creating clear documentation, instructional videos, and customer support resources. These are basic tools that help customers successfully use complex equipment and should be standard for products in this price range. We are currently disputing the unrefunded amount with our credit card company. If you are highly technical and enjoy troubleshooting equipment largely on your own, you may have a different experience. However, if you are a business looking for a well-supported, easy-to-use piston filler with clear instructions and responsive customer assistance, I would strongly encourage you to explore other options. We have since found several U.S.-based manufacturers that provide substantially better documentation, training resources, and support. While their equipment may cost somewhat more upfront, it is 100% worth it!