For the two times the MX2-DVD Duplicator/Printer (Serial # MX2002569) was returned by *** *** to Microboards for no-cost warranty repair on 5/10/and 6/10/17, Microboards provided a pre-paid FedEx shipping label to Mr***; these were paid by Microboards per attached FedEx tracking/billing summaries. Mr*** did not pay for any shipping charges to return unit to Microboards for these no-cost warranty repairs When Mr*** purchased the refurbished B-Stock MX2-DVD Duplicator/Printer (Serial # MX2002565) via our Microboards.com website/web-store, our web-store displays a clarifying note in the B-Stock Product section during the ordering process that states all refurbished B-Stock product sales are final, and we do not take back any returns on refurbished B-Stock units (see attached screen-shot of this B-Stock note) Both MX2-DVD Duplicator/Printer units were tested as functioning properly upon shipment back to Customer from our Microboards Repair Depot. Customer subsequently experienced a DVD-drive failure on Serial # MX2002569, which we’ve explained is not covered under the initial one-year warranty, as this is an original component of the MX2-DVD Duplicator/Printer that is now well over years old. We’ve explained to Customer that we can ship them a replacement DVD-drive to Customer for $+ freight charges as per our non-warranty policy. At this time, we are not aware of any further correspondence about equipment issues from Customer. Microboards absolutely stands behind its products, technical support, and warranty policies, and we will certainly address any issues Customer is experiencing with our products per our warranty and non-warranty policies. Customer needs to contact our Technical Support Department via phone # ###-###-#### or via e-mail address [email protected] to request technical support assistance as required
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I did receive the boards but only after I filed a complaint online and on facebook
Re: Microboards Technology Response to Revdex.com Customer Complaint ID *** (***) Dear ***, On 12/22/2014* *** *** *** of North Wales PA purchased an MX2-DVD Duplicator/Printer (Serial # MX2002569) from Microboards Technology (“Microboards”) of Chanhassen, MN. ***
*** soon sold this unit to their customer *** of Ogden, UTIn February/March 2017, *** shipped in this MX2-DVD unit (Serial # MX2002569) to Microboards’ Technical Support Department (“Tech Support”) for several non-warranty repairs per RMA # and 60308, for which *** paid via credit card to Microboards the $labor fee + parts/freight for a total payment of $In April/May 2017, *** *** (“Customer”) of Fairfield, OH acquired this MX2-DVD unit (Serial # MX2002569) from ***On 5/10/17, Customer sent in MX2-DVD unit (Serial # MX2002569) to Microboards Tech Support using a pre-paid FedEx shipping label provided by Microboards for miscellaneous repairs per RMA # 60635, Microboards completed repairs at no charge and shipped back unit via freight-prepaid/no charge on 5/25/ On 6/10/2017, Customer sent in MX2-DVD unit (Serial # MX2002569) to Microboards Tech Support again using a pre-paid FedEx shipping label provided by Microboards to review grinding sound and blinking power light; Microboards Tech Support examined/inspected unit at no charge and determined No Problem Found. As a gesture of good will, Microboards agreed to waive the NPF (No Problem Found) charge, and absorb the return freight costs to Customer, although Microboards would certainly be within its right to charge these costs per our non-warranty policy. Also on 5/10/17, Customer purchased a refurbished B-stock MX2-DVD Duplicator/Printer (Serial # MX2002565) from Microboards on Invoice # PSI-for $2,+ $freight = $2,total. Upon receipt, Customer determined there was no ink/printheads included with unit; Microboards immediately shipped out ink cartridges and printheads via next day air shipping at no chargeOn 5/15/2017, Customer called into Microboards Tech Support (Call Log # 282659) regarding an issue with elevator not moving on MX2-DVD Duplicator/Printer (Serial # MX2002565); Microboards Technical Support Rep was able to assist Customer by trouble-shooting issue over the phone to provide solution to resolve issue. Technical Support Rep also expedite-shipped a replacement elevator belt at no charge as a backup solution just in caseOn 6/16/2017, Customer called into Microboards Tech Support (Call Log # ***) regarding a failed DVD-drive on MX2-DVD (Serial # MX2002569); Microboards Technical Support Rep explained this replacement DVD-drive was a non-warranty item outside of our standard repair warranty coverage, and that Customer would need to purchase this replacement DVD-drive for $+ freight charges. Customer refused to pay for this DVD-drive, and wanted Microboards to ship him this drive at no charge. Our Microboards Technical Support Rep explained this DVD-drive worked perfectly during previous repairs and was not a manufacturing defect or misdiagnosis during these previous repairs, and per our non-warranty policy Microboards must charge Customer for this non-warranty DVD-driveAlso on 6/16/2017, Customer requested to return his B-stock MX2-DVD Duplicator/Printer (Serial # MX2002565) back to Microboards for full credit. Our Technical Support Rep explained that Microboards does not take back any returns on refurbished B-stock units; although Microboards offers a 90-Day Depot Warranty for repair only, all refurbished B-stock product sales are finalOn 7/12/2017, Microboards received notice letter dated Saturday, July 8, from Revdex.com of Minnesota and North Dakota (per attached)Per details of “Customer’s Statement of the Problem” in notice letter, Customer claims he paid $flat fee for non-warranty repairs of MX2-DVD Duplicator/Printer (Serial # MX2002569) in February/March 2017; as noted above, the $labor fee + other parts/freight costs totaling $for this non-warranty repair was paid by previous owner *** of Ogden, Utah via ***’ credit card payment, this $repair fee was not paid by Customer. Customer also claimed to pay several $shipping charges when sending in MX2-DVD Duplicator/Printer unit to Microboards for repair service, but Microboards provided a pre-paid FedEx call tag each time to Customer for shipping unit at Microboards cost, Customer did not pay such $shipping charges Based on the facts and circumstances stated in summary above, Microboards stands behind its decision to refute all claims by Customer (*** ***) noted in filed complaint, as well as to require charging *** *** $+ freight for replacement DVD-drive. Please advise if there are any questions or further information required hereSincerely, Dean *** Director of Operations Microboards Technology, LLC
Re: Microboards Technology Response to Revdex.com Customer Complaint ID [redacted] ([redacted]) On 1/17/2017, Microboards Technology/Afinia 3D Division (“Microboards”) of Chanhassen, MN received a non-warranty repair per RMA # 60110.08 for an Afinia H479 3D Printer from [redacted] (“Customer”) of East...
Kingston, NH. On 1/26/2017, upon examination of printer unit, Microboards’ Technical Support Department (“Tech Support”) repaired/replaced several parts on this printer including X-axis belt grip, Z-axis tensioner, platform heater, and nozzle heater. After cleaning the unit and running a 4-hour test print, the unit passed inspection and was re-boxed in original packaging. On 1/31/2017, upon receipt of Customer’s payment for parts/labor bill for this non-warranty repair, Microboards shipped this printer back to Customer via FedEx Ground service. On 3/6/2017, Customer called Microboards Tech Support, stating that after printing two models, the printer now stopped extruding mid-print. Microboards Tech Support set up RMA # 60343.08 to return printer for examination/inspection. On 3/23/2017, Microboards received printer; upon examination, Tech Support determined the nozzle heater stem was bent/twisted (per attached picture), causing extrusion issues. As nozzle heater stems can only be twisted when the nozzle tip is being removed off the printer, there is a prominent warning sticker (see attached) included on this printer that clearly warns “If the extruder nozzle needs to be removed, heat the extruder to 200° Celsius, then use the special tool to remove the nozzle”. (If removal of the extruder nozzle is attempted “cold” at regular room temperature, the nozzle heater stem will invariably get bent/twisted.) As the nozzle heater stem became twisted sometime after Microboards Tech Support’s original repair/replacement and before it was returned back to Microboards for examination, the nozzle heater stem must have been bent/twisted while the Customer was printing with the printer. To fix this issue, the only solution was to replace the nozzle heater again, and Microboards advised Customer of $99.00 payment required to cover the parts cost for this legitimate repair/replacement. As a gesture of good will, Microboards agreed to waive the NPF (No Problem Found) charge, absorb the repair labor charges, and absorb the return freight costs to Customer, although Microboards would certainly be within its right to charge these costs per our non-warranty policy. On 4/24/2017, Customer called Microboards Tech Support to request waiving the $99.00 charge for the nozzle heater; our Microboards Tech Support Rep professionally explained this issue was not a manufacturing defect or misdiagnosis during the initial repair on 1/26/2017, and Microboards needs to charge for this replacement nozzle heater. Customer became very upset, and after much complaining while using incredibly vulgar and abusive language directed at our Tech Support Rep, Customer inadvertently hung up the phone. On 5/1/2017, after payment is received by Customer for this repair part, Microboards shipped the printer back to Customer freight-prepaid. On 5/10/2017, Microboards received notice letter dated Sunday, May 7, 2017 from Revdex.com of Minnesota and North Dakota (per attached). Based on the facts and circumstances stated in summary above, Microboards stands behind its decision to refute this claim and charge [redacted] for repair parts charge of $99.00 for nozzle heater replacement. Please advise if there are any questions or further information required here. Sincerely, Dean [redacted] Director of Operations
I am rejecting this response because:
The fact that I bought a $2500 duplicator that didn't work when it arrived, and had to be disassembled the day I received it says it all. Both theses units are unstable, and have never worked properly for more than a couple of days at a time. That is why they offer no returns. The units are junk. We have purchased primera duplicators for half the price and have worked flawlessly since the day we put in them into use. Shame on your company for selling something that was broken when it arrived, and has never worked properly since, and still refusing to return the junk you know it to be. If a product does not work when it arrives, the fact that you wont take it back is reprehensible.We will proceed with other means to reclaim our losses.[redacted]
This was not a warranty situation; this Afinia H800 3D printer was not defective and functioned as designed per normal operator instructions. However, as a gesture of goodwill, Microboards Technology agreed to ship several flex boards at no charge to Mr. [redacted] in January-2018. This should...
have resolved the issue, and as we have not heard any more feedback from Mr. [redacted] related to this situation, we're confident this has solved his issues, but we encourage Mr. [redacted] to contact us directly if he needs additional assistance from our Technical Support Dept.. We consider this case closed satisfactorily.Sincerely, Dean [redacted] Director of Operations Microboards Technology, LLC [redacted] Chanhassen, MN 55317 ###-###-#### [redacted]
For the two times the MX2-DVD Duplicator/Printer (Serial # MX2002569) was returned by *** *** to Microboards for no-cost warranty repair on 5/10/and 6/10/17, Microboards provided a pre-paid FedEx shipping label to Mr***; these were paid by Microboards per attached FedEx tracking/billing summaries. Mr*** did not pay for any shipping charges to return unit to Microboards for these no-cost warranty repairs When Mr*** purchased the refurbished B-Stock MX2-DVD Duplicator/Printer (Serial # MX2002565) via our Microboards.com website/web-store, our web-store displays a clarifying note in the B-Stock Product section during the ordering process that states all refurbished B-Stock product sales are final, and we do not take back any returns on refurbished B-Stock units (see attached screen-shot of this B-Stock note) Both MX2-DVD Duplicator/Printer units were tested as functioning properly upon shipment back to Customer from our Microboards Repair Depot. Customer subsequently experienced a DVD-drive failure on Serial # MX2002569, which we’ve explained is not covered under the initial one-year warranty, as this is an original component of the MX2-DVD Duplicator/Printer that is now well over years old. We’ve explained to Customer that we can ship them a replacement DVD-drive to Customer for $+ freight charges as per our non-warranty policy. At this time, we are not aware of any further correspondence about equipment issues from Customer. Microboards absolutely stands behind its products, technical support, and warranty policies, and we will certainly address any issues Customer is experiencing with our products per our warranty and non-warranty policies. Customer needs to contact our Technical Support Department via phone # ###-###-#### or via e-mail address [email protected] to request technical support assistance as required
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I did receive the boards but only after I filed a complaint online and on facebook
Re: Microboards Technology Response to Revdex.com Customer Complaint ID *** (***) Dear ***, On 12/22/2014* *** *** *** of North Wales PA purchased an MX2-DVD Duplicator/Printer (Serial # MX2002569) from Microboards Technology (“Microboards”) of Chanhassen, MN. ***
*** soon sold this unit to their customer *** of Ogden, UTIn February/March 2017, *** shipped in this MX2-DVD unit (Serial # MX2002569) to Microboards’ Technical Support Department (“Tech Support”) for several non-warranty repairs per RMA # and 60308, for which *** paid via credit card to Microboards the $labor fee + parts/freight for a total payment of $In April/May 2017, *** *** (“Customer”) of Fairfield, OH acquired this MX2-DVD unit (Serial # MX2002569) from ***On 5/10/17, Customer sent in MX2-DVD unit (Serial # MX2002569) to Microboards Tech Support using a pre-paid FedEx shipping label provided by Microboards for miscellaneous repairs per RMA # 60635, Microboards completed repairs at no charge and shipped back unit via freight-prepaid/no charge on 5/25/ On 6/10/2017, Customer sent in MX2-DVD unit (Serial # MX2002569) to Microboards Tech Support again using a pre-paid FedEx shipping label provided by Microboards to review grinding sound and blinking power light; Microboards Tech Support examined/inspected unit at no charge and determined No Problem Found. As a gesture of good will, Microboards agreed to waive the NPF (No Problem Found) charge, and absorb the return freight costs to Customer, although Microboards would certainly be within its right to charge these costs per our non-warranty policy. Also on 5/10/17, Customer purchased a refurbished B-stock MX2-DVD Duplicator/Printer (Serial # MX2002565) from Microboards on Invoice # PSI-for $2,+ $freight = $2,total. Upon receipt, Customer determined there was no ink/printheads included with unit; Microboards immediately shipped out ink cartridges and printheads via next day air shipping at no chargeOn 5/15/2017, Customer called into Microboards Tech Support (Call Log # 282659) regarding an issue with elevator not moving on MX2-DVD Duplicator/Printer (Serial # MX2002565); Microboards Technical Support Rep was able to assist Customer by trouble-shooting issue over the phone to provide solution to resolve issue. Technical Support Rep also expedite-shipped a replacement elevator belt at no charge as a backup solution just in caseOn 6/16/2017, Customer called into Microboards Tech Support (Call Log # ***) regarding a failed DVD-drive on MX2-DVD (Serial # MX2002569); Microboards Technical Support Rep explained this replacement DVD-drive was a non-warranty item outside of our standard repair warranty coverage, and that Customer would need to purchase this replacement DVD-drive for $+ freight charges. Customer refused to pay for this DVD-drive, and wanted Microboards to ship him this drive at no charge. Our Microboards Technical Support Rep explained this DVD-drive worked perfectly during previous repairs and was not a manufacturing defect or misdiagnosis during these previous repairs, and per our non-warranty policy Microboards must charge Customer for this non-warranty DVD-driveAlso on 6/16/2017, Customer requested to return his B-stock MX2-DVD Duplicator/Printer (Serial # MX2002565) back to Microboards for full credit. Our Technical Support Rep explained that Microboards does not take back any returns on refurbished B-stock units; although Microboards offers a 90-Day Depot Warranty for repair only, all refurbished B-stock product sales are finalOn 7/12/2017, Microboards received notice letter dated Saturday, July 8, from Revdex.com of Minnesota and North Dakota (per attached)Per details of “Customer’s Statement of the Problem” in notice letter, Customer claims he paid $flat fee for non-warranty repairs of MX2-DVD Duplicator/Printer (Serial # MX2002569) in February/March 2017; as noted above, the $labor fee + other parts/freight costs totaling $for this non-warranty repair was paid by previous owner *** of Ogden, Utah via ***’ credit card payment, this $repair fee was not paid by Customer. Customer also claimed to pay several $shipping charges when sending in MX2-DVD Duplicator/Printer unit to Microboards for repair service, but Microboards provided a pre-paid FedEx call tag each time to Customer for shipping unit at Microboards cost, Customer did not pay such $shipping charges Based on the facts and circumstances stated in summary above, Microboards stands behind its decision to refute all claims by Customer (*** ***) noted in filed complaint, as well as to require charging *** *** $+ freight for replacement DVD-drive. Please advise if there are any questions or further information required hereSincerely, Dean *** Director of Operations Microboards Technology, LLC
Re: Microboards Technology Response to Revdex.com Customer Complaint ID [redacted] ([redacted]) On 1/17/2017, Microboards Technology/Afinia 3D Division (“Microboards”) of Chanhassen, MN received a non-warranty repair per RMA # 60110.08 for an Afinia H479 3D Printer from [redacted] (“Customer”) of East...
Kingston, NH. On 1/26/2017, upon examination of printer unit, Microboards’ Technical Support Department (“Tech Support”) repaired/replaced several parts on this printer including X-axis belt grip, Z-axis tensioner, platform heater, and nozzle heater. After cleaning the unit and running a 4-hour test print, the unit passed inspection and was re-boxed in original packaging. On 1/31/2017, upon receipt of Customer’s payment for parts/labor bill for this non-warranty repair, Microboards shipped this printer back to Customer via FedEx Ground service. On 3/6/2017, Customer called Microboards Tech Support, stating that after printing two models, the printer now stopped extruding mid-print. Microboards Tech Support set up RMA # 60343.08 to return printer for examination/inspection. On 3/23/2017, Microboards received printer; upon examination, Tech Support determined the nozzle heater stem was bent/twisted (per attached picture), causing extrusion issues. As nozzle heater stems can only be twisted when the nozzle tip is being removed off the printer, there is a prominent warning sticker (see attached) included on this printer that clearly warns “If the extruder nozzle needs to be removed, heat the extruder to 200° Celsius, then use the special tool to remove the nozzle”. (If removal of the extruder nozzle is attempted “cold” at regular room temperature, the nozzle heater stem will invariably get bent/twisted.) As the nozzle heater stem became twisted sometime after Microboards Tech Support’s original repair/replacement and before it was returned back to Microboards for examination, the nozzle heater stem must have been bent/twisted while the Customer was printing with the printer. To fix this issue, the only solution was to replace the nozzle heater again, and Microboards advised Customer of $99.00 payment required to cover the parts cost for this legitimate repair/replacement. As a gesture of good will, Microboards agreed to waive the NPF (No Problem Found) charge, absorb the repair labor charges, and absorb the return freight costs to Customer, although Microboards would certainly be within its right to charge these costs per our non-warranty policy. On 4/24/2017, Customer called Microboards Tech Support to request waiving the $99.00 charge for the nozzle heater; our Microboards Tech Support Rep professionally explained this issue was not a manufacturing defect or misdiagnosis during the initial repair on 1/26/2017, and Microboards needs to charge for this replacement nozzle heater. Customer became very upset, and after much complaining while using incredibly vulgar and abusive language directed at our Tech Support Rep, Customer inadvertently hung up the phone. On 5/1/2017, after payment is received by Customer for this repair part, Microboards shipped the printer back to Customer freight-prepaid. On 5/10/2017, Microboards received notice letter dated Sunday, May 7, 2017 from Revdex.com of Minnesota and North Dakota (per attached). Based on the facts and circumstances stated in summary above, Microboards stands behind its decision to refute this claim and charge [redacted] for repair parts charge of $99.00 for nozzle heater replacement. Please advise if there are any questions or further information required here. Sincerely, Dean [redacted] Director of Operations
I am rejecting this response because:
The fact that I bought a $2500 duplicator that didn't work when it arrived, and had to be disassembled the day I received it says it all. Both theses units are unstable, and have never worked properly for more than a couple of days at a time. That is why they offer no returns. The units are junk. We have purchased primera duplicators for half the price and have worked flawlessly since the day we put in them into use. Shame on your company for selling something that was broken when it arrived, and has never worked properly since, and still refusing to return the junk you know it to be. If a product does not work when it arrives, the fact that you wont take it back is reprehensible.We will proceed with other means to reclaim our losses.[redacted]
This was not a warranty situation; this Afinia H800 3D printer was not defective and functioned as designed per normal operator instructions. However, as a gesture of goodwill, Microboards Technology agreed to ship several flex boards at no charge to Mr. [redacted] in January-2018. This should...
have resolved the issue, and as we have not heard any more feedback from Mr. [redacted] related to this situation, we're confident this has solved his issues, but we encourage Mr. [redacted] to contact us directly if he needs additional assistance from our Technical Support Dept.. We consider this case closed satisfactorily.Sincerely, Dean [redacted] Director of Operations Microboards Technology, LLC [redacted] Chanhassen, MN 55317 ###-###-#### [redacted]