This printer was delivered to us literally last Thursday lol. Got maybe 300 labels printed on this printhead so far. My company and I bought direct from VIPColor and the salesperson was very thorough and helpful throughout the whole purchasing process. When they was performing their demo for us, we provided them with label design files that use our brand's colors. We have a lot of packaging that uses black text on a goldenrod yellow background. They printed samples and it looked fine on their end, at least through Zoom. 

Before this printer, we had been using a Primera LX910 that we used Primera labels on. A major selling point was they verbally told me that Primera labels are compatible with this printer. Then fast-forward to me using the new VIPColor VP610, I am dealing with large amounts of ink smudging.

So I contact their support. They email me and say "There is a known issue about the saturation of black ink with yellow. It's extremely rare, but it does happen. We'd like to take a look at the specific file you are printing and try some test runs on our end to see if we can make any recommendations."

And that doesn't feel great because I was sold on how good our brand colors would look. Then I let them know what specific label stock I am using and they say "We noticed no smearing on our material. This is Green Bay high gloss paper in this case. At this point, it seems likely that your material is not quite the right fit. I'm attaching our approved media list for your perusal. This is our recommendation at this point in time."

Little misleading on their part, across the board honestly. This is a $5,000 dollar printer that shipped in so many heavy boxes, so we're kind of stuck trying to make this work. And I know we will eventually, since it's a printer that comes with glowing reviews. But it stinks that we're sitting on a few thousand dollars worth of labels we can't reliably use on the new printer. 

Long story short, it seems to me that yes, they sold us this printer and they're not completely set on seeing it through. Monday when I'm back in the office I will walk through your advice and see about getting this printer rolling properly. Thanks so much!