Xyzprinting-da-vinci warranty

Here in the USA I have a couple of support tickets open, since January.
one is asking for a second extruder head that you can't buy on the website.
They had to forward to a different department to get pricing since the part is not yet available for sale.
For a different ticket they finally offered to have an engineer call me back. we'll see how that turns out.

They dont have a parts department other than what is on the web which is never in stock. In my job I deal with the Asian mentality on this type of stuff. In their home market nobody repairs stuff thenselves. They either send it back for repair or replacement or they just buy a new unit. Because of this they do not stock or handle extra parts beyond production needs. They where not prepared for the US and UK markets where we are willing to buy the parts and repair the unit. Until they realize our market is different, phone and parts suport will be a tough issue.

I just got off the phone with a call back. Talked to a nice gentleman for about 15 minutes about the thumping noise my printer has been making. after calibrating and cleaning the print head, he suggested sending the print head to XYZprinting for testing.
This would completely shut down my printer until a new or fixed print head was returned.
The California office only has enough stock to repair printers and not and isn't for public sale.
Not wanting to completely shut down my printer for who knows how long I asked if they could ship the new part first then once I get it i'd send the other back. Not technically an option XYZ supports, but has made accommodations for in the past. I even offered to give my credit card or write them a check just to get the part to me before I send the other back.
He or one of the customer service persons will get back to me in a few days with the answer.

so i'm neither ahead or at a complete stop either.

I use to live in Escondido

I have it was a little difficult for me to talk to the girls on the other end. it sounded like they all were in the same room and the echo was awful, add to that my bad hearing and their accents. But both the rep and I persevered and I was told they would forward to a engineer.

Well I just got a response from XYZprinting, which pretty much sealed the coffin on me ever buying anything from XYZprinting or recommending them to anyone interested in a 3D printer.

My printer is still printing it's just making a thumping noise. No matter how much leveling, adjusting Z-axis, or print head cleaning.
The support tech said he wanted me to send in the print head so they can run tests on it and they would ship another one to replace it. So I asked could they guarantee that I would have a part with in 2 days. they could not promise that. They weren't set up to do a cross shipment or an advanced RMA. something like Dell, HP, Western Digital would do.

No instead the support ticket from customer service said "As per our tech support agent, after discussing all the possible causes, you may have a clogged nozzle, but you refused to send the nozzle back since you need to use your printer. "

If this was just a hobby printer I would say yeah sure I can wait a couple of days or weeks to get a part. But I am using this printer as a small part of my business, so down time can impact workloads and $$.

On the plus side they also said this.
"You mentioned in your conversation that you rather purchase a new pro nozzle and as per our sales department the nozzle for Pro will be available for sale most probably before the end of the 1st week of March.
"

So my next question is... Should I go with E3d hot end or another brand?

My glass need finally had it.  Shattered with my last print. 

I was able to get through to the customer service line, and she had me register the printer, and said she would create a ticket. 

At least I finally got a response.  I'll see where this goes and how long it takes...

It may be the easiest solution to stick with stock.  I have the 1.0A and personally went to the e3d hot end and it works well.  Can get different nozzle sizes, etc. for it.

Assuming you are under warranty and do not wish to void your warranty then I would get the replacement they offer for the Pro.

I am not sure how similar the pro is to the Davinci 1/1.0a but converting to an e3d will take some work.  You may need to development a new carriage or holders for it (I am not certain, maybe someone else did already).  My only other concern would be using the stock firmware with the E3d.  I know many that went to the e3d or other nozzles on the 1/1.0A/2.0 switched to Repetier.  I don't believe that is an option on the Pro currently.  It was possible to use the e3d on the 1.0A with stock firmware but that may not be an option for the Pro.

Hmm...  my broken bed was delivered to them last Thursday.  We'll see when they issue me a new one.