Very quick and competent support, but unfortunatel...

Very quick and competent support, but unfortunately I have my difficulties in between with my terminal, resp. with the printer.
At first I had a loaner, because I had to wait longer for the newest model. This worked flawlessly. When the new model finally arrived, I got so used to the predecessor that I wanted it back. The price difference was forgiven me. I then got a brand new device from the previous model, actually nice! Thanks a lot!
Unfortunately, but the thermal printer spins in between, so I have to remove everything from the current, so he prints properly again. The support has already looked at this problem several times, but still found no solution. Fortunately, it does not happen very often, but very irregularly and sometimes several times in a row. If it is already hectic in practice anyway, there would be better things to do than to restart the terminal constantly.