I started Shopify in May 2024, and purchased an Epson TM-m30iii printer (along with other hardware) directly from Shopify. The printer did not work from the first day. It would not change to the smaller receipt paper (I had 2-cases left from my old cash register). I called Shopify and they referred me to Epson. I got Epson Help on the phone who diagnosed the issue and let me know the printer was defective and they could fix it but I would need to send it in and it might be as long as 2-months to get it back. I elected to simply buy the larger receipt paper and just suck it up. However, once I got the receipt paper and started using the printer it would work for a while, then just stop printing receipts. It would still operate the cash drawer and print test receipts just not actual receipts. If I re-booted my tabloid and the printer it would work again. I went to the Shopify Help Center who suggested updating the tabloid and shopify versions -- I did but did not help. Our outside IT consultant suggested switching from Bluetooth to USB cable -- which we tried -- still just stops and won't print receipts at odd times and requires an update. I continued to contact Shopify Help Center who provided instructions on updating Epson Firmware for the printer saying Epson shipped printers with old Firmware and a known issue. I tried the directions and the update kept failing at 90%, over and over and over again. I called Epson and was told they don't support Firmare updates using an IOS Tablet and I need to go to Shopify for support. Shopify told me until the Firmware is updated there is nothing they can do. I paid our Outside IT Consultant to re-set the printer and pair it with his computer and update the software - he did so and the printer still has the same issue. Shopify Help Desk now tells me that the printer is past the 30-day return date and I need to prove it had an issue reported prior to the 30-day expiration of return. The Help Center Chat has all conversations and is dated from a couple of days after receiving the printer, isn't this proof? How do I get Shopify to take back a defective printer they sold me and return my money? I purchased another printer on Amazon as Shopify shows their printer back-ordered and I have to have a printer for my business.
