Dymo printer not working correctly under Mavericks

Heh, heh...I got the same email from Dymo this morning (after a delay of nearly 2 weeks).

Note that, in earlier correspondence, Dymo support stated that the Twin Turbo would no longer be supported, so that's not exactly what their latest correspondence says (that "we're working on it").

I was offered a discount (not free) on a new 450 Twin Turbo but the price offered was about $30 more than anyone could buy the item elsewhere.

My issue with Dymo is that (a) the supposed change in Mac o/s that killed "older" printers has clearly been known by Dymo for several months -- at least since o/s 10.9.4 and (b) those "older" printers weren't THAT old in peripheral hardware terms -- the actual hardware is IDENTICAL to the latest model of the Twin Turbo, there's just a different name silk-screened on the front.

Difficult to believe that Dymo's software engineers are capable of coming up with a work-around for a bit of code that they have identified as "missing" -- they already know where the problem is.

Seems more likely that they are using the change to Mac o/s to try and goose sales of new units. Does that make Dymo evil...

Many thanks to everyone. We have a solution available and you are welcome to try it. Please bear in mind that the patchshould only be used on original LabelWriter Twin Turbo printers (made in 2006-2007). Do not use it if you have another model.

How to install it:

1. download the file and launch the TwinTurboUpdater application;

2. connect the LabelWriter Twin Turbo directly to the Mac;

3. press the Update button; a confirmation should appear;

4. power off the printer for 10 seconds by disconnecting the power supply;

5. plug the printer in again and try to print.

NB: it is possible that a "new" printer will appear in the system since the S/N has been "fixed". Make sure you select the right printer in DYMO Label.

^CM

DYMOsupport

Hey Dymo:

I contacted you several times about this issue.

You told me, in writing, several times, that the Twin Turbo would not be supported any more.

You tried to sell me another printer instead.

I bought another printer (not from you; it was cheaper elsewhere).

NOW YOU CLAIM TO HAVE A FIX FOR THE TWIN TURBO -- THE ONE YOU SAID (WEEKS AGO) YOU WOULD NO LONGER SUPPORT.

So now I have a used Twin Turbo and I'm out of pocket for a new label printer. One that I wouldn't have purchased if you had said "be patient, a fix is being developed". But you said there wouldn't be any fix -- I have it in writing!

We apologise for the miscommunication and the inconvenience caused.

The investigation that has led to the release of the patch was initiated because of the reaction we saw on the forums. It came out that many of our clients still use printers produced back in 2006 so we felt compelled to offer a solution but we did not mention it until it was actually usable.

Your support and feedback are always welcome as it helps us to make our products and services even better. Once again, we do apologise for the inconvenience caused.

^CM

DYMOsupport

I do not accept your apology. Dymo didn't just cause "inconvenience" for its customers, it caused EXPENSE for its customers!

If Dymo is sincere, it will offer repayment to customers who had to buy a new Dymo product because of the Twin Turbo fiasco.

I had to purchase a new label printer because Dymo TOLD ME that my old (but still perfectly serviceable) Dymo printer was no longer supported.

Who are other vendors that support eight year-old printers? Most do not.

I challenge you to support your statement "most vendors do not support eight year old printers".

In my experience (30+ years working with both IBM and Apple computers) every reputable printer manufacturer has supported its core printer products as long as they were technologically current.

There is nothing technologically different between the Twin Turbo of 2006 and the Twin Turbo 450 of 2014 -- they are IDENTICAL physical units.

The proof is that Dymo was able, with a simply software/firmware update, to make the 2006 product continue to work perfectly in 2014.

The second proof (of Dymo's bad faith) is the fact that Dymo's first reaction to this fiasco was to offer to sell a new printer (at an uncompetitive price!) instead of simply making the older model work. Dymo thought they could get away with forcing some incremental sales instead of looking after their long-standing customers.

If the two printers were physically identical, why did one work out of the box?

Software can be written to support most any device, the question is whether it's financially feasible for the manufacturer to do so.

dbs wrote:

I challenge you to support your statement "most vendors do not support eight year old printers".

Who does support 8 year old consumer printers, I would like to know that. Please tell us?

Apple supported the original LaserWriter for at least 8 years. HP, Epson and Lexmark still publish software/firmware updates for printers that are no longer in their current product offerings.

I'm surprised that some folks seem to want to defend Dymo on this. Seven or eight years isn't "old" for a printer. As long as consumables are readily available and the hardware still works, there's no reason to stop supporting perfectly usable machines. The new 450 Twin Turbo isn't any faster. It doesn't print better labels. It doesn't do ANYTHING better than the original Twin Turbo.

That's probably why Dymo tried to stop supporting it -- they tried to force an upgrade cycle for a product that didn't need upgrading.

I call that bad faith; if you disagree, then we'll just have to disagree.

Would you like to ring us on 1-877-724-8324? Alternatively, you can e-mail as before or tweet @DYMOsupport. We would love to offer a resolution promptly. If you would like us to ring you back, please include your number in the e-mail or tweet.

^CM

DYMOsupport

DYMO_support wrote:

Would you like to ring us on 1-877-724-8324? Alternatively, you can e-mail as before or tweet @DYMOsupport. We would love to offer a resolution promptly. If you would like us to ring you back, please include your number in the e-mail or tweet.

^CM

DYMOsupport

Does DYMO ever do business in an honest and open manner? If you have a resolution for one person why not for the others. This is disgracefully unprofessional behaviour, it deserves a much wider audience! I shall ensure that it gets one.

Shame on you.

dbs wrote:

Apple supported the original LaserWriter for at least 8 years. HP, Epson and Lexmark still publish software/firmware updates for printers that are no longer in their current product offerings.

Examples please. (Not 30 year old ones preferably)

Have to laugh:

I did as the post asked -- wrote to Dymo Support via the Dymo website (as I've done several times).

I received a reply that basically said "what do you want?", as though I wrote without being asked.

I replied, stating that I'd been asked to contact Dymo and that I'd like them to refund the money I paid (needlessly) for a replacement LabelWriter.

That was several days ago. So far, no reply or acknowledgement from Dymo.

So much for "we'd like to resolve this promptly"...

We do offer the option to receive a refund to everyone who has been advised to buy a new device because of their upgrade to Mavericks or Yosemite. This is a public forum and since we post here, the offer applies to everyone.

^CM

DYMOsupport