1 Topic by sfraden

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Topic: XYZ Customer Service, Worst ever in all of history?

Guys, I truly cant make this shit up, I am convinced that XYZ truly has the worst customer service ever.  Really, that bad.  Like the absolute rock bottom, designed by a moron customer service.  Here is one of my exchanges with them.  (Ya, I was a little harsh, but consider this is only a single ticket, out of over 30 I have made and is the least stupid of all of them...




s****

I just saw your documentation about cleaning using the printer path cleaning wire.  This seems like a good idea to do.  Theres just one issue:  I don't have any of those printer path cleaning wires.  They did not come with my printer nor can I seem to buy any from your website.  I DO have the .4 nozzle cleaning wires, but not the .175mm cleaning wires.  Where can I get some of these?

2016/03/01 15:27





Customer Service Staff

Dear Customer;

Please be informed that the feeding path is for our Da Vinci Junior printers and is not compatible with your nozzle.

If you have any inquiry please login to our support web and send your request at below URL: 

http://support.xyzprinting.com/us/Support.


Thank you.

Best Regards,
Customer Care (Valerie)
XYZprinting Inc.


2016/03/08 22:58





s*****

Then please tell me why the hell you would put up the instructions for printer path cleaning on the PRO section if its not for the PRO?  Apparently you guys are complete morons.

2016/03/09 01:09





Customer Service Staff

Dear Mr. F****,

Can you provide us the tutorial video or link for our reference.

Thank you.

Best Regards,
Customer Care (Monica)
XYZprinting Inc.
www.xyzprinting.com

2016/03/16 19:01





s*****

Really? You cant check this yourself????  ITS ON YOUR OWN WEBSITE.
Let me spell it out for you:
1. Start your web browser.
2. GO to us.xyzprinting.com
3. Click the 'support' menu button
4. Select the 'DOWNLOADS' button
5. Select the Da Vinci PRO picture (Hint, its the red one)
6. Scroll to the bottom of the list and you will see a file called MAINTENENCE PROCEDURES.
7. Download that file.
8. Open the file and observe

If you still cant find this after spelling it out for you in detail, then truly your beyond help.

"WORST CUSTOMER SERVICE EVER."

2016/03/16 19:39

2 Reply by Brad

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Re: XYZ Customer Service, Worst ever in all of history?

You seem like a pleasant person to talk to.

Brad's Website

3 Reply by Kronikabuse

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Re: XYZ Customer Service, Worst ever in all of history?

Lol

Sd4 #9080 with a glass bed. E3d chimera duel extruder. Paste extruder , duet wifi.
Lawsy carriages. linear bearings. Y axis direct drive, Kinect scanner
SD4#8188 glass bed, lawsly carriages, E3d v6, octoprint http://www.ustream.tv/channel/hotrod96z28
Filastruder/filawinder, Custom Delta 300mm x 600mm

4 Reply by sfraden

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Re: XYZ Customer Service, Worst ever in all of history?

Brad wrote:

You seem like a pleasant person to talk to.

Actually I am, unless faced with a company representative that obviously does not know her ass from a hole in the ground...

5 Reply by contactsomeweirdo

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Re: XYZ Customer Service, Worst ever in all of history?

I totally agree with u dude even worst wen calling them

6 Reply by Telemachus

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Re: XYZ Customer Service, Worst ever in all of history?

There is a definite language barrier, but they aren't rude people, from my experience.

It's a cheap printer, be a little bit more patient with them.

Da Vinci 1.0a.  Repetier 0.92.  E3D V6.  Titan Extruder.  Sllic3r.  Octoprint on Raspberry Pi B+.

7 Reply by carl_m1968

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Re: XYZ Customer Service, Worst ever in all of history?

Telemachus wrote:

There is a definite language barrier, but they aren't rude people, from my experience.

It's a cheap printer, be a little bit more patient with them.


Agreed, it's not like you spent $600+ of more here. You get what you pay for. It is a cheap printer made in Taiwan and the people who support it are also from Taiwan and as said there is a language barrier. What seems so very obvious to you may not be so clear to them. Getting rude with them I can assure will not help your case with them in any way. They will simply ignore you if anything.

Printing since 2009 and still love it!
Anycubic 4MAX best $225 ever invested.
Voxelabs Proxima SLA. 6 inch 2k Mono LCD.
Anycubic Predator, massive Delta machine. 450 x 370 print envelope.

8 Reply by sfraden

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Re: XYZ Customer Service, Worst ever in all of history?

carl_m1968 wrote:
Telemachus wrote:

There is a definite language barrier, but they aren't rude people, from my experience.

It's a cheap printer, be a little bit more patient with them.


Agreed, it's not like you spent $600+ of more here. You get what you pay for. It is a cheap printer made in Taiwan and the people who support it are also from Taiwan and as said there is a language barrier. What seems so very obvious to you may not be so clear to them. Getting rude with them I can assure will not help your case with them in any way. They will simply ignore you if anything.

So what your saying is that because you consider $600 a 'cheap' printer, that the company is excused from providing customer service and everyone should ignore it?  Don't get me started.  My printer is great, I got one of the good ones that has not yet had an issue; nor have I had to get any parts from XYZ.  That's my PRO unit, the first two units I got a 1.0 and a 1.0a both had multiple issues and were returned to Micro center for a full refund. (Extended warranty was WELL worth the extra $49 I Paid)

Sorry, but I disagree with you here, I expect at least a normal level of service when I need it from any company I use.  And I am not getting it.  No one is actually.  Go Read up on the BBB about XYZ's 'F' rating and you can see more...

9 Reply by carl_m1968

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Re: XYZ Customer Service, Worst ever in all of history?

sfraden wrote:
carl_m1968 wrote:
Telemachus wrote:

There is a definite language barrier, but they aren't rude people, from my experience.

It's a cheap printer, be a little bit more patient with them.


Agreed, it's not like you spent $600+ of more here. You get what you pay for. It is a cheap printer made in Taiwan and the people who support it are also from Taiwan and as said there is a language barrier. What seems so very obvious to you may not be so clear to them. Getting rude with them I can assure will not help your case with them in any way. They will simply ignore you if anything.

So what your saying is that because you consider $600 a 'cheap' printer, that the company is excused from providing customer service and everyone should ignore it?  Don't get me started.  My printer is great, I got one of the good ones that has not yet had an issue; nor have I had to get any parts from XYZ.  That's my PRO unit, the first two units I got a 1.0 and a 1.0a both had multiple issues and were returned to Micro center for a full refund. (Extended warranty was WELL worth the extra $49 I Paid)

Sorry, but I disagree with you here, I expect at least a normal level of service when I need it from any company I use.  And I am not getting it.  No one is actually.  Go Read up on the BBB about XYZ's 'F' rating and you can see more...

I know their track record very well. I had a 1.0 from day one and totally changed everything in it to free it from their curse and service. I was told I had no warranty because I bought mine on ebay still new and sealed in the box. They however do not consider ebay as authorized.

My main point is they are an Asian run company and don't give a crap about Western customers as they know in the end there is no recourse for us but to return the printer or sell it. Also just so you know that unless you buy one of their printers from one of the few authorized dealers your warranty to them means even less. If you deal directly with them they expect you to pack it and ship it at your cost to them in Taiwan for even the smallest issues. They won't sell parts except what is on the store and always out of stock..

I am not defending them, I am just telling you there mentality as I deal with a company like this myself daily. This company does not even know what software a product is shipped with. You have to send them a picture of the boot screen if you want recovery software. Asian companies except the larger name brands don't care about any markets but their home. They don't mind the extra money from others but once the money is acquired that is as far as they expect things to go.

Printing since 2009 and still love it!
Anycubic 4MAX best $225 ever invested.
Voxelabs Proxima SLA. 6 inch 2k Mono LCD.
Anycubic Predator, massive Delta machine. 450 x 370 print envelope.

10 Reply by artanangus

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Re: XYZ Customer Service, Worst ever in all of history?

When I first read your post, I thought "Well at least he's not bitter about it." big_smile

I too have had the bitter end of their support.
I know I've had a few directed comments to them directly when trying to get a part replaced. Even reported them to the better business bureau.
Still waiting on them to post the hot end in the store so I can get a spare and tear apart my old one to build a V6 MOD without shutting down production.

11 Reply by owenransen

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Re: XYZ Customer Service, Worst ever in all of history?

sfraden wrote:

Guys, I truly cant make this shit up, I am convinced that XYZ truly has the worst customer service ever.

Almost. MakeBlock is up there too. It seems to be that the far eastern companies can make decent cheap hardware but they don't understand about support.

And since low cost 3D printing is still a hobbyist thing they can rely on forums like this to solve their problems.

As far as they are concerned, if they make a profit, what else matters?

Author of  PhotoToMesh, for making bas-reliefs and
lithophanes from your photos and images
http://www.ransen.com/PhotoToMesh

owenransen's Website

12 Reply by reznor9 (edited by reznor9 2016-03-20 19:36:21)

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Re: XYZ Customer Service, Worst ever in all of history?

yeah.. their service sucks... my pro was missing all the accessories like the wire nozzle cleaners, the glue stick, the little stick to lift your prints off with... contacted them and they confirmed my address and said they would send it to me... never arrived.. I just bought my own stuff off amazon...

Just recently my tube fitting broke... took a lot of back and forth before they accepted the fact that the tube fitting was bad.. they kept trying to say they would send me a new feed tube... the tube was fine.
I sent them pictures of the broken fitting and still took them a while before they could confirm it was in fact broken.
I then asked for just the dimensions of the tube fitting so I could order one off amazon or find one in town.. they didn't know it and said they would forward my question to their tech department...
no response so I sent them a couple amazon links I found that looked similar that listed the dimension specifics... their response was their techs couldn't guarantee the parts would fit... ugh. I finally found a place in town that sells pneumatic tube fittings and found one that works... a day later surprisingly they sent me a tracking number and are fedex me a package with replacement part now that I don't need it anymore...

They finally came through but what should have been resolved immediately as evidenced by the pics I sent took a whole week of BS. The part itself is only like $5 or less so ordering it myself wouldn't have hurt my feelings or my wallet, but they stretched the issue out to the point of exhaustion... Next time Ill just have to do more research and purchase a higher quality printer.

13 Reply by Telemachus

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Re: XYZ Customer Service, Worst ever in all of history?

It took about a week for my bed replacement.

Agreed it feels like an eternity when your toy maker is offline...  but really a week isn't too shabby.   It takes my local authority having jurisdiction much longer than that to do anything.

Da Vinci 1.0a.  Repetier 0.92.  E3D V6.  Titan Extruder.  Sllic3r.  Octoprint on Raspberry Pi B+.

14 Reply by reznor9 (edited by reznor9 2016-03-21 03:43:29)

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Re: XYZ Customer Service, Worst ever in all of history?

Telemachus wrote:

It took about a week for my bed replacement.

Agreed it feels like an eternity when your toy maker is offline...  but really a week isn't too shabby.   It takes my local authority having jurisdiction much longer than that to do anything.

They weren't offline, we had a lot of back and forth communication. So it wasn't the amount of time to resolve the issue that was frustrating. It was the fact that they wouldn't acknowledge what I was telling them and showing them pictures of. They wanted me to replace the tube first and then go from there in which case I would have had to disassemble the tube fitting that goes on the extruder end as well. In which case I'm not sure if it's possible without ruining the locking washer that resides within those tube fittings. In which case I would now be calling for two replacement fittings. Whole process probably would have taken a month at that point. I had to continue to insist that replacing the tube was a waste of time. I told them I would rather purchase the parts myself because of how unreliable their service was and how they never sent me my other items which were missing from my printer that they finally decided to send me the tube fitting(but not the other parts I was promised previously). Was a lot more trouble than it should have been...