Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 3D printer from this company and the product I received was defective. The company failed to provide a adequate response/solution to my issue. I reached out to them and the original manufacturer but top 3D shop failed to give me an adequate solution. They only attempted to push the issue away from them and when I asked if they could send a technician to repair the issue they said I would be charged. I already spent $2200 on a printer which is now a paperweight and now I have to pay for the technician to repair it? The only other option was that I had to bring the 80+ pound printer to a repair shop that is 1.5 hours away and that to me is disrespectful given I work 12-15 hour days and they want me to use my only time off which might not even be viable for me. I asked them to replace my machine and provide some sort of compensation whatever it may be (discount, filament or even some accessory for this printer). Since I spent this much and had to go all this time without a functioning device. My warranty started the day I got the printer now it is going to waste because I cannot even use it.

  Business Response

  Date: 11/28/2022

  Good afternoon,

  
  

  We’ve been working with Khachik on resolving this issue throughout this week. As per the evidence provided, the 3D printer was indeed damaged during shipping, and requires a replacement of the Z axis limit switch. 

  
  

  As of right now, we’ve agreed on the following action plan:

  1. The manufacturer shipped a new Z axis limit switch.

  2. And provided a detailed video on how to replace the switch.

  3. Khachik will attempt to replace the Z axis limit switch by himself. We will set up a Skype chat to assist him in the process. If remote assistance does not deliver the required results, we will organize an engineer to complete this job at Khachik's place.

  
  

  As a compensation package, we've agreed on the following:

  1. Extended the warranty from 12 months to 24 months.

  2. Shipped an additional HF build plate.

  3. Shipped a roll of PA12 CF filament.

  4. Assuming the user successfully replaces the Z axis limit switch, we ship 2 additional spools of filaments worth up to $100: Sainsmart PA12 CF and Polymaker PolyLite PLA, as suggested by the user.

  
  

  We will update BBB once this issue is fully resolved.