1 Topic by PseudoShooter

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Topic: XYZPrinting honoring warranty?

Hello all

I've had my printer for about two months now. A few weeks back, I snapped one of the retaining tabs off of one of my oval window inserts.

I contacted XYZ for a replacement and after a number of emails back and forth, they informed me that since I purchased my printer off of eBay, that they would not replace the part unless I paid for it.

Just a heads up for everyone in case you have any warranty issues.

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2 Reply by carl_m1968

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Re: XYZPrinting honoring warranty?

PseudoShooter wrote:

Hello all

I've had my printer for about two months now. A few weeks back, I snapped one of the retaining tabs off of one of my oval window inserts.

I contacted XYZ for a replacement and after a number of emails back and forth, they informed me that since I purchased my printer off of eBay, that they would not replace the part unless I paid for it.

Just a heads up for everyone in case you have any warranty issues.


They will honor warranty if you buy it from an official dealer such as Microcenter, Amazon, and so fourth. If it was on ebay it could be a refurb or even used. So they will not honor it then.

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.

3 Reply by PseudoShooter

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Re: XYZPrinting honoring warranty?

That blows because it was a sealed box.

No matter, I'll continue using clear tape to hold the panel in then big_smile

Win 8.1
Improved Da Vinci 1.0 with Firmware 1.2.5 and stock extruder
Arduino cartridge resetter and after-market ABS filament
TinkerCAD, Netfabb, Simplify3D

4 Reply by evanalmighty

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Re: XYZPrinting honoring warranty?

You want to swap with mine?  I'm about to return my da vinci so I can swap out for your broken handle cover.

5 Reply by PseudoShooter

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Re: XYZPrinting honoring warranty?

Thank you for the offer.

Are you willing to wait for my piece to come in the mail before you send your machine back though? I'm in Canada so it may take a little while.

Win 8.1
Improved Da Vinci 1.0 with Firmware 1.2.5 and stock extruder
Arduino cartridge resetter and after-market ABS filament
TinkerCAD, Netfabb, Simplify3D

6 Reply by evanalmighty

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Re: XYZPrinting honoring warranty?

I don't have to send mine back to Amazon until March 7th.  It's up to you.

7 Reply by PseudoShooter

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Re: XYZPrinting honoring warranty?

Thank you.

PM me your address and I'll send you mine first thing Monday. I'm in Windsor, ON. I can PayPal you your postage and packaging costs.

Cheers,

John

Win 8.1
Improved Da Vinci 1.0 with Firmware 1.2.5 and stock extruder
Arduino cartridge resetter and after-market ABS filament
TinkerCAD, Netfabb, Simplify3D

8 Reply by oscahie

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Re: XYZPrinting honoring warranty?

Seriously, you break a little piece of plastic from your 3D PRINTER and you need a warranty repair?! Just print another one? big_smile

9 Reply by PseudoShooter

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Re: XYZPrinting honoring warranty?

I would but this is the oval window that's broken and I can't do clear with my machine...

Win 8.1
Improved Da Vinci 1.0 with Firmware 1.2.5 and stock extruder
Arduino cartridge resetter and after-market ABS filament
TinkerCAD, Netfabb, Simplify3D

10 Reply by oscahie

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Re: XYZPrinting honoring warranty?

You don't need to print the whole window, just the retaining tab, then glue it...

11 Reply by carl_m1968

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Re: XYZPrinting honoring warranty?

oscahie wrote:

You don't need to print the whole window, just the retaining tab, then glue it...


Could be he wants a complete piece rather than a repaired piece. There are OCD types out there that insist on new rather than repaired, taped, glued. Then there are just those that like a complete part and stock part.

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.

12 Reply by PseudoShooter

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Re: XYZPrinting honoring warranty?

That would be me. I hate making improvised fixes on something brand new. I have the window held in with clear tape and that'll do because I can't see it. But I know it's there... big_smile

I'm more pissed that XYZPrinting is begrudging me a $.50 part because I didn't buy from their list of "approved" vendors.

Win 8.1
Improved Da Vinci 1.0 with Firmware 1.2.5 and stock extruder
Arduino cartridge resetter and after-market ABS filament
TinkerCAD, Netfabb, Simplify3D

13 Reply by oscahie

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Re: XYZPrinting honoring warranty?

To be honest, even if you had bought it from an approved vendor, it's still the case that you broke the part yourself, I don't think there is a defect on it (unless there are more complains about this and I haven't seen them). So even if you were covered by the warranty, they would be right to ask you to pay for the replacement part. Just IMHO.

14 Reply by PseudoShooter (edited by PseudoShooter 2015-02-10 23:30:21)

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Re: XYZPrinting honoring warranty?

Gee oscahie, maybe you should go work for them big_smile.

The part broke because it is poorly designed and poorly interfaces with the printer.

The whole gist of this story is that XYZ will not honor any warranty repair if you purchased your machine from a retailer such as eBay...

Win 8.1
Improved Da Vinci 1.0 with Firmware 1.2.5 and stock extruder
Arduino cartridge resetter and after-market ABS filament
TinkerCAD, Netfabb, Simplify3D

15 Reply by carl_m1968

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Re: XYZPrinting honoring warranty?

PseudoShooter wrote:

Gee oscahie, maybe you should go work for them big_smile.

The part broke because it is poorly designed and poorly interfaces with the printer.

The whole gist of this story is that XYZ will not honor any warranty repair if you purchased your machine from a retailer such as eBay...

The truth is they don't care where you bought it at. If it has an issue then it falls on where ever it was purchased, not XYZ. That is their warranty policy.  There is none. Also if a part brwaks due to poor design, such as the latches on my door then that is not my fault by the manufacturers fault and should be covered by a warranty. This is just XYZ being stupid and nothing else.

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.

16 Reply by oscahie (edited by oscahie 2015-02-11 08:59:24)

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Re: XYZPrinting honoring warranty?

PseudoShooter wrote:

Gee oscahie, maybe you should go work for them big_smile.

The part broke because it is poorly designed and poorly interfaces with the printer.

The whole gist of this story is that XYZ will not honor any warranty repair if you purchased your machine from a retailer such as eBay...

Sorry but that's not always the case. They replaced my entire control board when it failed, and I bought the machine off of ebay too, and I don't think it was an 'approved' supplier at all. However, being located in the EU, I can tell you that I never got in contact with XYZ directly but with some subcontracted company in Germany that does the repairing for them. Point is, depending on who you talk to, YMMV.

But regarding the broken part, I don't want to play devil's advocate, but still disagree. I don't see people complaining about those little tabs breaking, so I doubt there is a design issue. Mines certainly did not break.

17 Reply by Coin

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Re: XYZPrinting honoring warranty?

what about the seller replacing it ? I cannot totally disagree with XYZ as they have no control over what happened with that machine comming from eBay. They could sell you one of that part for cheap though. Btw, so far I got great support from them.

good luck with your issue.