2 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from arthur l
1 star10/05/2023
I bought four ezplugs in January the 1st one stopped working in July one month after the warranty expired. the second in august. The 3rd and fourth expired in October. I opened the 2nd plug up and found a burned out relay. the review i left on their website was removed because it was a one star review.the company did offer to replace the plugs but only if i was under warranty. pretty horrible experience with all four switches.
TH3D Studio, LLC Response
10/06/2023
We've already tried emailing and calling ****** MULTIPLE times and he refuses to get back to us. We've told him to send the product back for a replacement in warranty. This is now bordering on harassment as he's leaving "reviews" everywhere and not getting back to us. We already have a ticket open from him. We tried contacting him initially on 9/8/2023 and again a few days later. Then again today and yesterday.TH3D Studio, LLC Response
10/06/2023
I hope this message finds you well. We've been considering some enhancements to our product warranties, including the EZPlug. We've extending the warranty for all EZPlug purchases to one year and this applies retroactively. Your ticket number for the *** is VI4844 and all you need to do is mail the plugs back to get them replaced.To facilitate this, we kindly request that you send these plugs back to us for a thorough evaluation. Once we receive them, we'll promptly send out replacements. Our team will also disassemble the plugs to identify the root causes of the issues you've encountered.Additionally, it would be immensely helpful if you could share information about the printers these plugs were used with and the specific environmental conditions they were subjected to. This will aid us in further improving our products.Your satisfaction is important to us, and we appreciate your patience and assistance in this matter. If you have any questions or need further assistance, please don't hesitate to reach out. Thank you for choosing our products! I sent our *** approval over to you that has the address where to send them back to us for replacement.TH3D Studio, LLC Response
10/06/2023
Also we would like to clarify about the review as the 1st one was left from a non-verified email that never made a purchase from **. All reviews are put in a pending queue until verified. When we reached out to ****** on 9/8/23 at the email he provided (that did not match a customer email) he did not respond so the review was not published as it could not be verified. His subsequent review he left from the correct email that made the purchase is live on the website right now and will remain up.TH3D Studio, LLC Response
10/08/2023
We would like to address the various points raised in ******'s review with utmost seriousness and transparency.
1. ****** has asserted that his initial 1-star review was removed due to its rating. It is important to clarify that his original review, posted on 9/4/23, was submitted using an email address that is not registered in our customer database. As a standard practice, we diligently verify all reviews, irrespective of their rating, to ensure their authenticity. If a review is posted from an account that has not made a corresponding purchase, our system marks it as "reviewer" rather than "verified owner." We made multiple attempts to validate ******'s status as a customer by reaching out to the email associated with the review, but regrettably, we received no response within the 7-day window during which our system purges unverified comments. Subsequently, ****** posted another review 27 days later, using the correct email, which is now visible on our website.
2. Upon ******'s second review, we made diligent efforts to communicate with him. We sent emails to his new address and even attempted to contact him by phone. Unfortunately, there was a delay in his response. When he did get back to us, he expressed his disinclination to have the plugs replaced and declined a store credit as an alternative. Additionally, he proceeded to use derogatory language to describe both our company and our products.
3. It is crucial to emphasize that, at no point, did we assign blame to ****** for the plug-related issues. Instead, we inquired about the intended use of the plugs and the environmental conditions in which they were used. This information is essential for us to assess whether the plugs were employed within their specified load ratings and not exposed to excessively high temperatures.
4. In our genuine effort to improve our product quality, we requested that ****** return the plugs to us for inspection to identify any potential manufacturing issues. He initially agreed to send one of the plugs back but then, regrettably, displayed hostility once more.
We take great pride in maintaining the highest standards of customer service and product quality. While we understand that dissatisfaction may arise from time to time, we remain committed to addressing all concerns in a respectful and constructive manner. We hope that this clarifies the situation and underscores our unwavering commitment to our valued customers.
Review from Christopher L
1 star08/02/2022
I recently ordered a hot end mount from these clowns, and the experience has been terrible. If you are the type of consumer who expects a company to be professional and treat the customers with respect, then do not order from these trolls. I accidentally ordered the wrong part, (because the way they have the product description is confusing) instead of helping me, customer service was rude, smarmy, insulting, and berated me with put downs and bullied me with harassing emails. The refund policy is designed to make you take a bath trying to send something back. I have never witnessed a company be so aggressive and hostile about a small refund, it's not even that much money. These guys are a joke, with nothing better to do than insult their customers and bully other people on the internet. If I could give them less than one star, I would. Absolutely disgusting for a business to treat their customers like this. Take your business elsewhereTH3D Studio, LLC Response
08/04/2022
Firstly, If you want to read the entire ticket history here it is with his personal information redacted: https://bit.ly/christicket This customer told our support rep right out of the gate to "eat his a$$" (and multiple other times after) because he didn't want to pay a restocking fee or shipping to return a product because he failed to read the product page. ***** also refused to return the product and opened a fraudulent chargeback against us. This entire issue was created because ***** failed to read the product page that stated you needed another part for his hotend that he purchased from a 3rd party and when we informed him of this he became hostile. Now he thinks that acting like a ***** when this issue was his own is also OK to do. ***** is an ****** entitled person who doesn't treat other well and refuses to accept their own mistakes.We will not bend rules for someone who acts like this and we apply the same policies to all our customers because that is what is fair.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.