Mark! Call me and I'll figure out for you what's wrong. We don't allow unhappy customers. "If you don't love what we make, we want it back!" There are some parameters that must be held in check but they are pretty easy to do.
The paper will release whatever you put on it... it can be crayon and it's going to float off in under 1 minute guaranteed. The trick is to have the printer "up to speed". The newest HP's (and others) now address a new parameter and that is to set the paper's "weight". Our medium is 170gsm (grams/sq.meter). That's pretty heavy (deliberately so) to increase dimensional stability for 2x patterns.
Call me when you get a chance so I can discuss this with you and get things back on track. We're open 9am-5pm, (850) 926-2009.
Thanks, Frank