Northwest Graphic Supply Co

We are having an issue with Northwest Graphic Supply Company. We attended the SGIA show in New Orleans back in October and decided to purchase their Automatic Screen Wash and Emulsion remover systems. Not the show model, not a refurbished unit, but a NEW. Total cost was around $ 19,000.
When the crates arrived today we took the lid off the first crate it looked like the machine was refurbished. We noticed rust on the power box, the control panel looked used, and there were scratches on the top of the unit. Just not acceptable when your spending this type of money on new equitpment.
We called Robert Becker who is our representative of Northwest Graphic Supply company and explained the problem. He had the owner of the company on speaker phone to discuss the issue. The owner begins to explain to me that it was a new machine and they only used it for the SGIA show, which we did not know this until today.. He also tells me that the company they buy their power supply boxes from had issues with the powder coating and he thought it was resolved. «Its just a little rust!» I explain to him, can you imagine how this rust will look 6 months from now! He never gave an answer why the control panel looked worn or why the unit had scrtatches all over it.
He offered to send replacement parts in which we declined his offer, these are not parts you can just unscrew and replace. You really need an experienced technician. We do not want the liablilty of one of our employees getting hurt becuase we installed something wrong. Electricity and Water do not mix.
We told them that we wanted a 100% refund. He proceeds to tell me that we will be out of the $ 800+ shipping and a 20% restocking fee. So, now we are going to lose $ 4500.00+ because they decided to sell something that was rusty, scratched up and used. We also offered to have them send down a technician to replace the two parts with new parts, but never heard back from them.
Just beware of what you are buying from them, if not you will get burned like we did.
Photo of the control panel and power box:
Photo of the unit (Top View):

This place is useful in that it exists. Other than that it’s not that great. The hours are horriblly inconvienient, the customer service is non-​existant, and when i brought them a Illustrator file it wouldn’t open properly b/​c they have an older version of the software. WTF?
I do graphics for a hobby, you do it for a living as a business. How do I have more recent software?
Luckily I had my laptop with me and had to resave each layer as a seperate file, since their computer flattened my layers into one.
So not PRO.
Go somewhere else if you have time to spare. If you are in a pinch, they can get it done but prepare to be frustrated.

One of the last remaing old school storefronts on East Lake. A great place for art supplies but also screenprinting stuff. They will custom make screens, even wash and re-​stretch them for you. Huge supply of inks as well. They open early which is nice — but not open weekends.