SoliForum - 3D Printing Community — Actual response from customer support

Re: Actual response from customer support

null@example.com (camolito) — Fri, 29 May 2015 15:57:45 +0000

When I had the break in a wire of my x-axis harness I contacted customer support as well. This was back in March. They told me that hey would send me a replacement when they became available in mid April. Still have not seen a replacement or confirmation of shipping one. I don't know that I really care since a made a new harness with higher gauge wire. I might bug them about again just out of principle though.

Re: Actual response from customer support

null@example.com (parentemv) — Mon, 25 May 2015 04:52:25 +0000

Well without knowing your problem I can say this. I was having a problem with x axis and narrowed the problem down to the blue wire running from motherboard to motor. Used an Ohm metter to test continuity. I submitted a claim as noted above. In the meantime I spliced the break and up and running. You should be able to fix most cable/connections on your own. If its hardware related, we are at their mercy. Plenty of posts related to cabling issues. Good luck. Let us know how you come out.

Re: Actual response from customer support

null@example.com (AZmonster) — Mon, 25 May 2015 02:53:32 +0000

I'm really new to this I have had my printer for about a month and I run into the same problem but they are saying it's the sensor harness and I will receive a email with shipping information that was last Monday and I haven't received any information. I have been waiting for about three weeks now. So if someone knows a way around this or has made there own please share

Thanks Josh

Re: Actual response from customer support

null@example.com (thecure) — Sun, 24 May 2015 08:40:27 +0000

I've had two glass plates shipped to me.
Also had a spare Z axis assembly sent. Although it took a month of reminding them to finally get around to do it,

Re: Actual response from customer support

null@example.com (Oldsirhippy) — Sat, 23 May 2015 09:59:17 +0000

Maybe it's different in Europe - my glass plate chipped and customer support sent me a new glass and heater very quickly despite them saying they had no stock when I spoke to them.

Re: Actual response from customer support

null@example.com (mpoffo) — Sat, 23 May 2015 02:44:57 +0000

I received a similar response for a warranty claim I made on my printer and although it took a couple weeks I was able to get the replacement part I needed.

Re: Actual response from customer support

null@example.com (carl_m1968) — Sat, 23 May 2015 00:31:19 +0000

I get the feeling they never intended the customers to do their own repairs. I come from the game industry and I know in Asia they are very accustomed to doing their own repairs and even receiving a game that needs repair from the crate. The US market on the other hand expects new stuff to work and if it does not it expects the manufacturer to repair ir replace it. I think XYZ was marketing this as an appliance for household use and expected it to be received with that same US attitude of it works or you repair it, not me. Instead they where greeted with the homebrew guys and hackers that would rather buy the parts and do the work themselves. I really dont think they where prepaired for such a market and only madegmake what what they need for production.

Actual response from customer support

null@example.com (parentemv) — Sat, 23 May 2015 00:23:24 +0000

Thank you for calling.

As per conversation, unfortunately as per our tech department we do not have the availability of the part yet but as soon they have it they will advise you the tracking no. as soon as possible. Thank you for your patience. Best Regards, Customer Care (Kristel) XYZprinting Inc. www.xyzprinting.co

Either they are selling the shit out of these, and can't keep up with demand, or I'm shit out of luck. Waiting on cable harness for x axis stepper. Might make my own.

Anyone else have similar experiences? Please share.