1 Topic by scruffybob

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Topic: Nearing the end of 30-day return period.... what to do?

My understanding is that we have 30 days to request an RMA of a defective printer.   I'm pushing up against that deadline with my new Press.    I've had a significant tech-support issue open for almost 3 weeks now, with no sign of a remedy.   I did get a reply from tech support to my original email, so I know they have my issue on record, but they haven't responded to any of my subsequent emails in the past two weeks.

I understand that they are overwhelmed, but since this is my first experience with Solidoodle, I'd like to solicit opinions on whether Soliddodle will eventually repair the printer, or whether I should just cut my losses and RMA the unit now.

Ideally, I'd love to keep the printer, but I'm afraid that if I just let it go past the 30 day return period, they'll eventually come back and say that an RMA is no longer an option and that they have no obligation to fix the broken printer.

I'd love to hear opinions from those that have had prior experiences with Solidoodle on whether you think that they'll eventually stand by their product.   Alternatively, if there is someone from Solidoodle that monitors the group, it would be nice to see an official statement on how they'll treat the return/warranty periods since they're overwhelmed with tech support requests right now.

Thanks,
Ron

2 Reply by Ggalisky

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Re: Nearing the end of 30-day return period.... what to do?

If you got it for 300 keep it and mod it. If not return it and build a reprap or save up for a higher end printer (form 1+ ultimaker, lulz bot etc).

Ulitmaker 2, a few repraps, Custom Big FFF 3D printer with heated chamber.

My Blog http://ggalisky.weebly.com/
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3 Reply by n2ri

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Re: Nearing the end of 30-day return period.... what to do?

Ggalisky wrote:

If you got it for 300 keep it and mod it. If not return it and build a reprap or save up for a higher end printer (form 1+ ultimaker, lulz bot etc).

+1 as SD has bad record of copping out when warranty is up even on upgrades that have happened with same models since purchased. also they stop support and parts inventory soon as a model is discontinued. hate to say since i bought an SD2 with deluxe kit 2 years ago with similar hopes for SD. turns out its mostly pre-assembled kits. and now they lost ground.

Solidoodle 2 with Deluxe kit cover & glass bed with heater. and 2nd board SD2 used not 3rd and alum platform not installed yet still wood. also need cooling fan installed to board. use Repetier Host couple vers. Slic3r also have all free ware STL programs

4 Reply by proctor_richard

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Re: Nearing the end of 30-day return period.... what to do?

the diffrence this time is that there is a wealth of advertising, press releases and video of the CEO of solidoodle saying that this printer would be " plug and play"

I would say mark your response with a gradually increasing tone.

1) request a full refund as the part is defective
2)if they refuse point out all the faults and be sure you have evidence of these faults.
3) if still no joy point out the law as regards to false advertising , consumer protection.
4) if still no joy threaten to report them to better business beureau / relevant trade bodies
5)if all else fails threaten to take them to court.

SD2 - mirror bed - e3d v6 - extruder cooling fan - no enclosure.

5 Reply by android78

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Re: Nearing the end of 30-day return period.... what to do?

To be honest... if the business was local then I would have returned it right away. This is not what is advertised and I believe there are too many design flaws for this machine to work as well as they have suggested. There are also much better systems on the market with better design and build quality.
Return it for full refund if you are able.
It's a shame.  I had such high hopes for this printer and it took me a whole weekend to get it to print anything even half reasonably.

6 Reply by BT

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Re: Nearing the end of 30-day return period.... what to do?

Your better off trying to sell it. You'll lose $ on shipping both ways and who knows how long it will get them to process your return.

7 Reply by scruffybob (edited by scruffybob 2015-02-11 01:27:18)

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Re: Nearing the end of 30-day return period.... what to do?

I can't sell it, there are some issues with it that are real safety issues (for instance, the hotbed is always turned on, regardless of whether the machine is on or not) and aesthetic issues (the left panel came broken, so it doesn't hold the door on correctly.)   It actually prints very well now that I've fixed a number of other issues and fine tuned it, but I can't it can't be plugged in without adult supervision because of the faulty hotbed.    I'm afraid of burning down the house.

8 Reply by jagowilson

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Re: Nearing the end of 30-day return period.... what to do?

scruffybob wrote:

I can't sell it, there are some issues with it that are real safety issues (for instance, the hotbed is always turned on, regardless of whether the machine is on or not) and aesthetic (the left panel came broken, so it doesn't hold the door on correctly.   It actually prints very well now that I've fixed a number of other issues and fine tuned it, but I can't it can't be plugged in without adult supervision because of the faulty hotbed.    I'm afraid of burning down the house.

Sounds like your motherboard has blown a MOSFET. If you contact Solidoodle I'm sure they will replace it...

9 Reply by scruffybob

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Re: Nearing the end of 30-day return period.... what to do?

@jagowilson:    LOL,  This discussion just went full-circle:    You kind of missed the reason I posted this in the first place.   I HAVE been trying for almost a month to get them to fix the problems that existed since I first powered up the Press.    I'd love it if they'd fix the problems so I could keep the printer.   

My original question was that I'm brand new here so I don't know the company very well.   I submitted a trouble ticket the day after I got my printer, it's been almost a month with no resolution and three weeks since I've even received a reply to my repeated emails.   I've tried multiple times to contact them and I was asking for advice on whether to exercise my right to RMA the unit before I no longer have that option.     

If I could get them to fix the problems, I wouldn't have asked the question in the first place.

10 Reply by jagowilson

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Re: Nearing the end of 30-day return period.... what to do?

How comfortable are you with electronics? You can return it or fix it yourself-these seem to be your options. Installing an alternative motherboard isn't trivial, but it's not difficult either if you are comfortable with hardware and electronics. It would be an upgrade to boot, and would greatly improve print quality.

Personally I chose to fix my machine, one thing led to another and I'm very happy with it. The press is not as modification friendly but if you go that route you have an entire community willing to help.

Just my 2 cents.

11 Reply by n2ri (edited by n2ri 2015-02-11 16:19:42)

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Re: Nearing the end of 30-day return period.... what to do?

if all Press buyers would return their defective printers b4 the 30 days warranty is up for a full refund. maybe Solidoodle at the very least would give more than 30 days warranty on a  printer they took over 6 months to deliver as faulty in the 1st place. and hopefully Sam would wake up b4 his company gets flushed. like we been warning him of for a couple years if not taking users mod suggestions seriously. but who am I kidding... Sam better get a couple PODs set in the ally to store all his defective "great printers" in

Solidoodle 2 with Deluxe kit cover & glass bed with heater. and 2nd board SD2 used not 3rd and alum platform not installed yet still wood. also need cooling fan installed to board. use Repetier Host couple vers. Slic3r also have all free ware STL programs

12 Reply by scruffybob

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Re: Nearing the end of 30-day return period.... what to do?

I'm completely comfortable with the electronics.   I've already diagnosed and soldered the broken wires on the stepper connector, tightened the set screws, adjusted the trimpots, found and reseated a loose connector.    I've taken the extruder apart to clean out broken filament that was left over from testing.

I suspect I'll keep it, I was just trying to get some "warm fuzzies" that Solidoodle will eventually make good on the things I can't fix myself.

I WANT this marriage to work, it just seems like I'm doing all the work.    :-)

13 Reply by jagowilson (edited by jagowilson 2015-02-11 16:55:04)

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Re: Nearing the end of 30-day return period.... what to do?

scruffybob wrote:

I'm completely comfortable with the electronics.   I've already diagnosed and soldered the broken wires on the stepper connector, tightened the set screws, adjusted the trimpots, found and reseated a loose connector.    I've taken the extruder apart to clean out broken filament that was left over from testing.

I suspect I'll keep it, I was just trying to get some "warm fuzzies" that Solidoodle will eventually make good on the things I can't fix myself.

I WANT this marriage to work, it just seems like I'm doing all the work.    :-)

If your soldering skills are up to par I'm willing to bet you can solder a new MOSFET onto that motherboard and get your bed heater working correctly, assuming that's all that's wrong with it.

Switching to a new board is also possible, but there are some catches: it depends on how heavily Solidoodle modified the Marlin firmware and whether or not they hardcoded the pins for the autoleveling system, and you will likely lose the power button functionality. How much the latter matters is up to you. The press is 24V so a board like a RUMBA is a good choice since it supports up to 36V. This is the only alternative motherboard I'm familiar with but RAMPS is also a popular choice around here.

If it were me I'd ditch the autoleveling and use the Z-stop-hits-a-screw method, which is extremely reliable and doesn't require the bed to be probed before you start each print. All you need is a switch glued to the Z platform, a screw, and a little printed part you would screw into the frame (so a bit of drilling).

Just for some perspective I've spent more than the cost of a Press on upgrading/fixing my SD4 and I paid about a grand for it. So you're not alone wink 3D printers are still very much for the tinkering market, regardless of whatever Solidoodle tried to sell you.

Solidoodle isn't really reliable, sorry--unless you plan to flat out return the machine I wouldn't expect much assistance from them.

14 Reply by olivier.quoit

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Re: Nearing the end of 30-day return period.... what to do?

I am trying to contact them to return the printer but they without success.
They misunderstood my first email and they replied to me.
I replied to again state that I wanted to return the printer because they have failed all their advertisement : No response.

What should I do if they keep not responding ?