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Formlabs , Inc

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Formlabs , Inc Reviews (5)

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Formlabs stands behind all our products, and we want to ensure that the solution that we offer truly resolves the product concern. At the moment, we are actively working together to troubleshoot the problematic resin. This troubleshooting is essential to determine whether a replacement product will...

improve the success or whether we simply need to adjust other factors and can achieve success with the current product. We know the value of buying our resin. Once we determine the cause of the trouble, we'll evaluate options for compensation or a refund. At this time, it's not clear that a refund or replacement product will lead to improved results in the future, and we owe the user the opportunity to achieve the product's full performance.

Formlabs received an initial inquiry yesterday, Tuesday, July 19, from [redacted], indicating that they had concerns about their recent purchase. [redacted] requested a refund for his Form 2 3D Printer. We responded 1.5 hours later, and the response is attached. As is standard to any of our users, who...

we have a significant interest in their success with our product, we've offered to assist them with successfully 3D printing their parts. The customer has not responded to Formlabs' offer to assist.Formlabs products are technical fabrication tools meant for professionals, as is clearly communicated on our website and all product documentation. The company recommends but does not distribute isopropyl alcohol (IPA), which is the suggested material to finish the stereolithographic 3D printing process. In the complaint to Revdex.com - however, in no correspondence with Formlabs - [redacted] expresses concerns for safety of their new 3D printer. This product is thoroughly tested to be safe under the recommended operating instructions; the safety requirements are communicated in the product documentation (included with each shipment and at formlabs.com/support). This is certainly not a tool for children. We will clearly communicate the safety requirements and recommendations to [redacted], in case they are not yet aware.[redacted] expresses concern for the quality of his 3D printer. All printers are calibrated and tested to a high standard of performance at the factory; should we determine any defect in troubleshooting, all printers ship with a one-year warranty. Personal product support is included with all purchases, and continues beyond the warranty period. Our response time in the attached document speaks to our commitment to assisting customers and enabling their success with our products. The return policy clearly stipulates that products cannot be returned once they are open and have been used. As has been communicated to [redacted], we are eager to continue working with them to address and resolve any concerns about the product. If this is simply a matter of buyer's remorse, we cannot accommodate a request for a refund or return.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

Hello [redacted],I am terribly sorry to hear that you've had a bad experience with Formlabs, and I see that your feedback is directly related to an experience with me, [redacted]. I was not able to find a record of any conversation with you by referencing your name, email address or order number. Could you...

please contact [email protected] so that we can address any shortcomings in your experience so far with your purchase? We're eager to assist you.- [redacted]

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Address: 35 Medford St, New York, Massachusetts, United States, 02143-4242

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