Primera Technology レビュー 

Primera Technology からの回答

2026年2月13日 に更新

Hi Natalie,

Thank you for taking the time to leave such a kind 5-star review. We truly appreciate it.

Kelli is a valued member of our team, and we are glad to hear she was friendly, responsive, and helpful in addressing your inquiry. We’ll be sure to share your comments with her. It will mean a lot. If you ever need anything else, we’re always here to help.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月12日

Hi Donna,

Thank you very much for the 5-star review. We truly appreciate you taking the time to share your experience.

We’re glad our customer service team was able to answer all of your questions clearly and thoroughly. Making sure our customers feel informed and confident in their decisions is very important to us.

If anything else comes up, please don’t hesitate to reach out. We’re always happy to help.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月12日

Hi Birdie,

What an incredible update! Congratulations on landing your largest order yet with Delta Airlines. That’s fantastic.

It’s so rewarding to hear how your Eddie creations continue to fascinate clients and open doors to larger opportunities. Seeing customers scale their businesses and take on high-profile and ever-increasing orders is exactly why we do what we do.

We also love that you’re experimenting with dipped treats. That kind of creativity is what makes Eddie such a "treat." Pun intended! :-)

And yes, printing on M&M’s is absolutely possible. With a purpose-made tray, many of which are available from talented third-party vendors within our amazing Eddie community, it’s actually quite straightforward. The innovation coming from our users is truly impressive.

We’re grateful to be part of your journey and can’t wait to see what you create next.

Warm regards,
The Primera Team

Primera Technology からの回答

2026年2月12日

Hi Don,

What a thoughtful review. Thank you!

The fact that you’ve been doing business with us for many years and still see the same familiar faces truly means a lot. Longevity and loyalty on both sides speak volumes, and we’re proud of the team we’ve built.

I’ll be sure to share your kind words with Kelli. She genuinely cares about our customers, and it shows every day in the way she works. Hearing that your experience has been consistently positive, especially after the sale, is exactly what we strive for.

“Best of class” is high praise, and we don’t take that lightly. Thank you for your continued trust in Primera.

Warm regards,
Mark D. Strobel
Vice President, Sales & Marketing

Primera Technology からの回答

2026年2月12日

Hi Marcail,

Thank you for taking the time to leave this review. “Always professional and fast” is exactly what we strive for every single day, so it means a great deal to hear that reflected back from you.

We truly appreciate your business and your continued trust in us.

Kind regards,
The Primera Team

Primera Technology からの回答

2026年2月11日

Hi EH Distillery,

Thank you for taking the time to update your review. We genuinely appreciate it.

You’re absolutely right that responsiveness matters. When something isn’t working the way it should, our responsibility is to stay engaged and help find a path forward. I’m glad our team was able to do that with you.

Regarding your comment about things feeling tightly controlled, that’s fair feedback. In some cases, those guardrails exist to protect the intellectual property behind the software and to support the independent developers and partners who build and maintain it. It’s not always the most flexible approach, but it ensures the long-term sustainability and continued improvement of the tools our customers rely on.

We appreciate your willingness to work through the challenges and are grateful for your business.

Best regards,

Mark D. Strobel
Vice President, Sales & Marketing
Primera Technology

Primera Technology からの回答

2026年2月11日

Hi Dina,

Thank you for the 5-star review. We appreciate you taking the time to share your experience.

Quick delivery is something we work hard to maintain, so we’re glad your order arrived promptly. If you ever need assistance with anything in the future, we’re always here to help.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月10日

Hi David. Thank you for taking the time to share your feedback and for your continued business.

We understand your concern regarding the condition of the outer cartridge boxes upon delivery. It sounds like the ink cartridges themselves arrived undamaged and fully usable. Our packaging is designed to protect the cartridges during shipping, even if the outer retail boxes experience cosmetic compression in transit.

We have shipped literally hundreds of thousands of ink cartridges using this method. If it resulted in damage to even a small percentage of cartridges, we would have changed our approach long ago. The extremely low incidence of actual cartridge damage confirms that this packaging method is effective and reliable, which is why it remains our standard practice.

If you ever receive a shipment where a cartridge itself is damaged or does not perform as expected, our support team will promptly replace it.

We appreciate you sharing your perspective and thank you for choosing Primera.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月10日

Hi Jim,

Thank you for taking the time to leave us a 5-star review. We really appreciate it.

We’re glad you were able to connect quickly with a live team member and get the right product configured without any hassle. Setting clear expectations and then exceeding them on delivery is exactly what we aim for, so it’s great to hear your order arrived sooner than expected.

Thank you again for choosing Primera. If you ever need assistance in the future, our team is always happy to help.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月8日

Hi Jayne,

Thank you for the 5-star review. We really appreciate you taking the time to share your experience.

Fast shipping and dependable service are things we work hard to deliver every day, so it’s great to hear your ink for Eddie arrived quickly and that everything went smoothly. If you ever need assistance or have questions down the road, our team is always here to help.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月8日

Hi Bill,

Thank you for the 5-star review. Mistakes happen, and whether it was your issue or ours, we’re glad we were able to step in quickly and get the correct cartridge out to you! Thank you for taking the time to share your experience.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月7日

Hi Eva,

Thank you so much for taking the time to leave such a thoughtful 5-star review. We love hearing stories like this!

Eddie was designed specifically to help small businesses scale without adding stress or complexity, so it’s incredibly rewarding to hear that you’ve already covered the cost and are using it to take on larger orders with confidence. That’s exactly the outcome we hope for.

We truly appreciate the recommendation and are grateful to be a small part of your cookie business success. If you ever need help, ideas, or support as you continue to grow, we’re always here for you.

Warm regards,
The Primera Team

Primera Technology からの回答

2026年2月7日

Hi Morgan,

Thank you for sharing your experience. I’m genuinely sorry for the frustration this caused, especially when the cartridge was brand new to you.

What you’re describing is almost certainly a minor nozzle clog, which can occasionally happen with all inkjet brands, especially during winter months when indoor humidity is extremely low. It’s not a failure of the cartridge or the technology, and fortunately it’s incredibly easy to fix in the field.

A quick free live chat with our support team would have resolved this immediately, often in under a minute. We truly wish you had reached out before leaving a 1-star review, which is typically reserved for companies that don’t care about customer service or simply don’t respond. That’s not who we are at Primera!

Here’s a short video showing the 15-second in-field fix for this exact situation:
https://www.youtube.com/watch?v=YNjYPgF_RrA

We also hope you didn’t throw the cartridge away. Once the ink is flowing properly, it will almost certainly continue printing without needing further cleaning.

If you do a quick Google search for “inkjet print head cleaning,” you’ll see that this affects every inkjet manufacturer from time to time. It’s also worth noting that while the cartridge is new to you, it may have been manufactured months (or even a year) earlier, which can increase the likelihood of a small clog right out of the box.

We’d really appreciate the opportunity to help you get up and running properly. Please reach out via live chat on our website at www.primera.com and we’ll take care of this right away. One other tip: When the printer isn't in use, ensure that it stays plugged in and turned on. That puts the printer to sleep, and it automatically will wake up every couple of days for about 30 seconds to do a print head cleaning on its own. This keeps the inkjet print head "healthy" and prevents further clogs.

Kind regards,
— Mark
Vice President, Sales & Marketing
Primera Technology, Inc.

Primera Technology からの回答

2026年2月6日

Hello — this is Mark Strobel, Vice President of Sales & Marketing at Primera. I wanted to personally respond to your review and thank you for taking the time to share your experience.

I’m genuinely sorry for the frustration you encountered, and I appreciate you being candid with us.

For standard products, we’re always happy to help by phone or chat. Custom labels are a little different, and I’d like to briefly explain why. Because custom labels are made specifically for one customer, an incorrect size, material, or orientation can result in hundreds or even thousands of dollars’ worth of labels that cannot be reused or resold. To avoid that risk, we ask customers to complete the custom label form themselves so they can see and confirm every specification before the order is placed.

That said, we absolutely do not expect customers to do this alone. Our team is always happy to walk through the process step by step by phone or chat, and in some cases we even build the order for the customer and send it for review and approval before anything is produced.

I regret that this wasn’t made clear or handled as smoothly as it should have been in your case. We work very hard to provide thoughtful, human support, and your feedback helps us improve how we communicate that. If there’s anything we can still help with, I’d welcome the opportunity to do so.

Kind regards,
Mark D. Strobel
VP Sales & Marketing
Primera Technology, Inc.

Primera Technology からの回答

2026年2月16日

Hi there,

Thank you for the 4-star review and for your honest feedback. We truly appreciate it.

We’re glad to hear that your overall experience with Primera has been great so far. At the same time, we’re sorry that one interaction didn’t meet the standard we strive to deliver. Consistency across our entire team is very important to us, and feedback like yours helps us improve.

If you’re willing, we would appreciate the opportunity to learn more about that experience. Please feel free to write to us at marketing@primera.com
with any details you’d like to share. We will follow up directly to understand what happened and how we can do better.

We’re excited for you to receive your Eddie and can’t wait for you to get started. Welcome to the Eddie family!

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月6日

Hi Josh,

Thank you for the fantastic review and for sharing such a detailed experience. It's great to hear that Pat was able to walk through all of your questions and help you choose the AP380. It’s also gratifying to know that everything from setting up your account to shipping the machine went so smoothly and quickly.

We really appreciate your business, and if you need anything as you get started with the AP380, our team is always here to help.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月6日

Hi Flynt Aero Vineyards,

Thank you for the thoughtful review and for your patience with the back-ordered printer. We’re glad it arrived sooner than expected and that our team was helpful throughout the ordering process.

And thank you for the kind words about hurricane season — we’re keeping our fingers crossed too. Our factory in Jamaica experienced the first Category 5 hurricane to hit the island in recorded history. Three and a half months later, we're finally getting back to some sense of normal.

If you need anything as you get up and running, please don’t hesitate to reach out.

Best regards,

Primera Technology からの回答

2026年4月17日 に更新

*** UPDATE April 17, 2026 ***

Dear Ronald,

I wanted to follow up one more time regarding your experience and thank you again for bringing this to our attention.

We’ve thoroughly reviewed what happened, and you’re absolutely right to expect timely support, especially when you were simply trying to confirm the correct installation. Not receiving the photo you requested is something we take seriously, and we’re addressing this internally to make sure it doesn’t happen again.

I also appreciate your feedback on shipping costs for small parts. Your comment has prompted us to take a closer look at adding more flexible, lower-cost shipping options, including USPS, which we are actively evaluating.

Although I’ve reached out previously, I want to reiterate that I’m more than happy to make this right for you, including crediting your order and ensuring your PL400 is fully up and running as it should be.

Please feel free to contact me directly at mstrobel@primera.com. I’d welcome the opportunity to help bring this to a proper resolution.

Best regards,
Mark D. Strobel
VP, Sales & Marketing
Primera Technology, Inc.



Hi Ronald,

My name is Mark Strobel, and I’m the Vice President of Sales & Marketing at Primera Technology.

We work extremely hard to take care of our customers, and what you described is not the experience we ever want anyone to have. This situation appears to have been a misunderstanding, and I’m sorry that it wasn’t handled as smoothly as it should have been.

One point I do want to clarify is that every PL400 we’ve ever shipped should still be under warranty, which is why I was surprised to hear that you felt you needed to pay for parts. In situations like this, we regularly send spare parts at no charge to help customers get back up and running quickly.

I’d welcome the opportunity to make this right. Please feel free to contact me directly at mstrobel@primera.com, and I’ll be happy to credit you for the parts and shipping and make sure the issue is resolved properly.

Kind regards,

Mark Strobel
Vice President of Sales & Marketing
Primera Technology, Inc.

Primera Technology からの回答

2026年2月5日

Hi Colleen,

Thank you so much for the kind words and for being such a loyal Primera customer over the years. We’re really glad we were able to resolve the label issue and make things right. Hearing that you’ve trusted us with more than one printer and plan to continue using Primera truly means a lot to all of us here at the company.

Best regards,
The Primera Team

Primera Technology からの回答

2026年2月5日

Hi Greg,

Thank you for taking the time to share this. We appreciate you working through the situation with us, and we’re glad it ultimately turned out even better than expected. Your kind words about both our support and service teams will definitely be shared with them.

Thanks again for your continued trust in Primera.

Best regards,
The Primera Team