1 Topic by Skyblue

  • Skyblue
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  • From: Keller, Texas
  • Registered: 2013-01-04
  • Posts: 201

Topic: Poor customer service from XYZ

Back feeding tube attachment broke on my Pro, and have been going back and forth with them just to get a part number.  All they seem to want is a copy of my purchase invoice..what.  They are worse than solidoodle's customer service and that's not saying much.  Don't expect much from them is you are experiencing problems, good luck, they don't seem to understand anything you tell them.  Their response will be to provide them with a copy of purchase invoice.  Why, do they think I bought is off the street or something.  Not asking for RMA number, as I would not ship this heavy machine anywhere.  Just want a part number for an expensive machine which is now useless.  F--k them and the horse they rode in on.

2 Reply by reznor9 (edited by reznor9 2016-04-03 03:17:10)

  • reznor9
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  • Registered: 2015-11-25
  • Posts: 60

Re: Poor customer service from XYZ

Skyblue wrote:

Back feeding tube attachment broke on my Pro, and have been going back and forth with them just to get a part number.  All they seem to want is a copy of my purchase invoice..what.  They are worse than solidoodle's customer service and that's not saying much.  Don't expect much from them is you are experiencing problems, good luck, they don't seem to understand anything you tell them.  Their response will be to provide them with a copy of purchase invoice.  Why, do they think I bought is off the street or something.  Not asking for RMA number, as I would not ship this heavy machine anywhere.  Just want a part number for an expensive machine which is now useless.  F--k them and the horse they rode in on.

Yup. Went through the same thing. I went as far as to send them Amazon links to parts asking them if they are compatible because they wouldn't give me the part number or specifics of working dimensions of the piece. They refused to give me any input on the parts I sent them. They finally told me their tech said the parts would not work. Guess what? The part did work. After I already fixed it myself they finally sent the replacement part. Not sure if the part was faulty since day 1 or if it's pure coincidence, but I can say that since I replaced the Bowden feeder fitting, my da Vinci pro has been printing better than it has ever printed.

3 Reply by reznor9

  • reznor9
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Re: Poor customer service from XYZ

To be clear I don't think they don't want to help. It might be a language barrier... Also might be some crappy script they have to follow before doing anything. I say that because they never left me hanging. They were prompt on their replies. But it took forever for them to move forward. I felt like we were going in circles for over a week before they would take into account the troubleshooting I had already done. I would send them pictures and videos of the issue. And they would ask me to confirm certain things I had already confirmed several times during prior conversations. It's just a tedious process. I would much rather have a complete parts list to purchase my own parts than wait for them to process an order for a replacement part as it would be much faster and less frustrating.