I have been doin business with Primera for many years and the same employees are still on staff. Kelli has always been helpful and incredibly resourceful, knowledgable and most of all, kind !! Speaks... See more
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Review summary
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Primera's customer service is top notch. My orders ship quickly, often same day as placed, and if there is an issue, they reach out immediately so an order is only delayed by one day. Important when y... See more
Company replied
I had label printer issues and Primera was the on k y one who saw the problem. My computer guy followed I we'd yo I r instructions and got my label printer working again.
Company replied
Primera Technology, to their credit, has worked hard to change my mind. A shift in customer service has moved them from the bottom to the top. They still have things to work on, such as a ridiculous... See more
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Company details
About Primera Technology
Written by the company
A world-leading developer and manufacturer of specialty printing equipment including the LX-Series Color Label Printers, AP-Series Label Applicators, Eddie - The Edible Ink Printer, Bravo-Series CD/DVD/BD Disc Publishers, Signature Slide and Cassette Printers and more.
Like us on Facebook
Join our Facebook User Groups:
Primera Label Printers User Group
Eddie, The Edible Ink Printer, User Group
Follow us on Twitter:
@PrimeraTech
Instagram:
@primeralabelprinters
@eddie_edibleinkprinter
See our products in action: YouTube
Our Promise To You
Written by the company
- We're 100% committed to our customers!
- At Primera, providing innovative products along with world-class customer support is baked into our DNA. We strive to make every encounter with our customers a 5-Star experience.
30-Day, 100% Satisfaction Guarantee
At Primera, we make products that are designed and built to work well and make your job easier. We want you to be 100% satisfied with your purchases from us. If you’re not, we want to know about it.
First and foremost, we’d like to help you fix any problems. If that doesn’t work, we’ll take your product back. So if in the first 30 days of you owning a Primera product you find that it doesn’t work as you expected, or if it is just not the right fit for your intended purpose, contact customer support. We’ll arrange to take back the product and refund your money.
Contact info
2 Carlson Pkwy N, Ste 375, , 55447, Plymouth, United States
- 763-475-6676
- mstrobel@primera.com
- primera.com
4.7
Excellent
5K reviews
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I have been doin business for many years with same happy result.
I have been doin business with Primera for many years and the same employees are still on staff. Kelli has always been helpful and incredibly resourceful, knowledgable and most of all, kind !! Speaks volumes with loyalty and same helpful happy people.. My experiences have been consistent and the best part is service after the sale is terrific !.. NET: Remarkable experience and BEST OF CLASS. thank you
9 February 2026
Reply from Primera Technology
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
ALWAYS PROFESSIONAL AND FAST
9 February 2026
Reply from Primera Technology
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
Primera Technology, to their credit, has worked hard to change my mind. A shift in customer service has moved them from the bottom to the top. They still have things to work on, such as a ridiculous need to lock down everything so tight it can be hard to use, however they are responsive and actively willing to help work through issues as they come up. That is not easy not that common and their willingness to provide solutions be constructive is everything. Outside of that, the printer itself is very functional and ideal for sampling labels in good quality, the hardware outperforms its peers.
9 February 2026
Reply from Primera Technology
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
Quick delivery
15 January 2026
Reply from Primera Technology
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
Poor packaging for shipping ink cartridges
Primera continues to ship ink cartridges only in a padded envelope - every time they arrive with the ink cartridge boxes crushed. I have spoken with them in the past about the poor packaging they use when shipping ink cartridges - however they continue the practice - my order which arrived today again had all three ink cartridges boxes crushed - they could do much better with packaging for shipping.
6 February 2026
Reply from Primera Technology
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
Quick and responsive
I was able to connect with a live person to order the desire product in the correct configuration. Expectations were set for delivery. Product arrived earlier than expected.
8 January 2026
Reply from Primera Technology
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
Received ink for Eddie in just a few…
Received ink for Eddie in just a few days! Fast shipping and great service.
13 January 2026
Reply from Primera Technology
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
Reply from Primera Technology
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
I LOVE my Eddie
I LOVE my Eddie! I considered buying one for years but never thought I could justify the expense. My family surprised me with one for Christmas and I’ve already covered the most in expense in just over a month by fulfilling large orders. It’s such a cool machine and has been a game changer for my cookie business. I am finally able to scale it. Highly recommend!
11 January 2026
Reply from Primera Technology
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
Faulty ink cartridge
I ordered ink for my primera impressa and brand new out of the box it only printed reds and yellows making the sepia color rendering the cartridge useless
15 October 2025
Reply from Primera Technology
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.
Lack of assistance for days
I needed help with an order. I wanted to pick up the phone and call someone and get it taken care of - but every chat or phone call directed me to a website. It took me days. I wanted and needed human help. Now if what I have ordered comes in and is not correct we are stuck with it and still have to pay for it. Products are great but really need work on customer service. You should still be able to place an order without being directed to a site and have a capable human to take an order
5 February 2026
Reply from Primera Technology
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.
Customer service
Other than one guy at customer service (which is why I’m giving a 4) Primera so far has been great. I can’t wait to receive my Eddie
23 January 2026
Reply from Primera Technology
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
Excellent Service
I called and asked a ton of a questions about the AP360 and the AP380 label machines. Pat was awesome and patiently answered all my questions. I decided on the AP380. It took 30 seconds to set up my online account. 5 mins after that I had a quote and paid it online. The machine shipped the same day. Can’t really ask for better than that!
4 February 2026
Reply from Primera Technology
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
Very up front about buying back ordered…
Very up front about buying back ordered printer. Arrived before anticipated.
Staff very helpful with ordering.
Hope hurricane season is over for y’all
7 January 2026
Reply from Primera Technology
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,
Asked for an email photo of the pl400…
Asked for an email photo of the pl400 sensor to make sure I had the spring in the right position since no schematic drawings are available.
Never received it
I ordered the spring anyway on hopes it solves my problem and I install it in the correct position
Ordered (4) as the minimum shipping was $17.00
Look I understand shipping costs but for some things perhaps a little common sense should come into play
You could have thrown all 4 in an envelope for .75 cents
3 February 2026
Reply from Primera Technology
*** 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.
I had a problem with Labels
I had a problem with Labels, and Primera went over and beyond to rectify it ! I have used them for years ... More than one printer .. and will continue to use them.
Thank you for your excellent customer service .
3 February 2026
Reply from Primera Technology
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
Awkward situation resolved.
An awkward situation arose during the repair of my printer which required a bit of negotiating.I am happy to say it went even better than anticipated. Have always had good experiences with the support department and congrats to the service department as well.
3 February 2026
Reply from Primera Technology
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
Reply from Primera Technology
Hi The Cookie Cart,
Thank you for the great review! We’re glad to hear the website was easy to use and that your order arrived quickly. We really appreciate you taking the time to share your experience, and we’re always here if you need anything.
Best regards,
The Primera Team
I have spent many years using Primera…
I have spent many years using Primera products. They have the best products and technical services of their kind available. Exceptional products that just keep working and working. Amazing company...
28 January 2026
Reply from Primera Technology
Hi Joe,
Thank you for the incredibly kind words and for being a long-time Primera customer. Hearing that our products “just keep working and working” and that our technical service has earned your trust over the years really means a lot to us. We truly appreciate your loyalty and your support.
Best regards,
The Primera Team
Reply from Primera Technology
Hi Deepa,
Thank you so much for the great review! We’re glad the shipping speed stood out, and it means a lot to hear that you’re a customer for life. If there’s ever anything you need, our team is always happy to help.
Best regards,
The Primera Team
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