Printrbot

To whom it may concern, The complaint number [redacted] I have received an email from printrbot and they are shipping my order to me today Monday Jan 4, Sorry for all the troubleThank you for all your helpIf I need any assents on this problem I will contact you

The business finally responded with what I needed This can be closed, thank you

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I received both a delivery date and now my product in a timely manner. Thank you
//signed//
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To whom it may concern, The complaint number ***I have received an email from printrbot and they
are shipping my order to me today Monday Jan 4, Sorry for all the troubleThank you for all your helpIf I need any assents on this problem I will contact you

To whom it may concern,  The complaint number [redacted]. I have received an email from printrbot and they are shipping my order to me today Monday Jan 4, 2016. Sorry for all the trouble. Thank you for all your help. If I need any assents on this problem I will contact you.

The business finally responded with what I needed.  This can be closed, thank you.

Customer was contacted Sat 4/12/14:
 
#ffffff; color: #444444;">[redacted], my name is [redacted]. I am on the support team at Printrbot. Thank you for ordering a new metal Simple. I'm sorry to hear that you were kept waiting to know the status of your order. We began shipping the metal Simples late this week and are currently on a 1-2 week lead time for kits and assembled units. I just checked the our records and we are currently shipping orders from 3/25, just a few days before your order was placed. So, your Simple should be shipped out this coming week.
I will be happy to cancel your order ([redacted]) and refund your money if you reply to this before the order has been shipped. I will also be glad to refund you for your other order ([redacted]), minus shipping if you wish to send the filament back to us. Thank you for your patience. Again, I apologize for the delayed response.
Have a good weekend.
thanks,
[redacted] -pb
We have not heard back.  So, we assume that the customer would like to keep the order open until we are told otherwise.

Review: I ordered a brand new Assembled Printrbot Simple with Heated Bed. I paid extra for fully assembled directly from Printrbot. They apparently now do not charge the extra 100. for an assembles machine.

Machine arrived with a warped bed. No sensor probe can remedy this. The z-rod clearly wobbled meaning either the rod was bent or was assembled with an out of square coupler. Also - minor but the sd-card included did not read.

I was only told to return the machine for a refund and they refused to make good on the machine sold. They have a very notty selective policy on repair. They absolutely do not send good replacement parts or a good working order machine as they claim. They expect the consumer to be the repairperson on a brand new machine rather than send out quality controlled good products.

Printrbot refused to replace the machine or send working good parts. I notified the owner Brooke Drumm on a forum thinking is was just some bad people in customer service. I was shocked to find he was a flat out liar claiming they unconditionally guarantee their machines publicly on the forum. And made false statements on the forum. Flat out lying to save face rather then acknowledge there was a mistake that needed to be taken care of. He further blocked me from the forum so I could not update the status of my post. Unscrupulous.Desired Settlement: Thank you in advance for your assistance.

Review: I purchased a Simple Metal printer on December 6th 2014. The printer worked for a couple days and then started to malfunction. I opened a support ticket on December 18th to address the issue. I have been promised a a replacement part multiple times but it is never shipped. One excuse was that the part was on back order and would be sent out soon. The part became available on their website for a week and then once again became out of stock. I emailed them a few times during that week asking them if they planning on send the part but I received no response to that question. At one point they tried to close the ticket with no information as to why. I believe they have halted all communication with me regarding this issue. They did answer another support ticket on an unrelated issue promptly. I did call PayPal, the payment handler, to see what my options are. PayPal thinks it is best I return the item for a refund but I would like to avoid that if possible.Desired Settlement: I would like a replacement part sent soon so I can get the printer working again. If this is not possible I would like a complete refund including the restocking fee for all items purchased. I feel I should not have to pay the restocking fee if they refuse or are unable to support the product they sold me in a timely manner.

Review: We had order 3 filaments for our 3d printer. I used my card. When I was finished with my order they did not give me a conformation number, when we should receive the order, they did not have a phone number were I could reach them for questions. They just took my money off my card with no question asked.

I feel they stold from us. I would like my order filled with there number for order later on.Desired Settlement: I would like them to fill my order. Give us there number so we can order later down the road. And give me conformation number like other business do.

Consumer

Response:

To whom it may concern, The complaint number [redacted]. I have received an email from printrbot and they are shipping my order to me today Monday Jan 4, 2016. Sorry for all the trouble. Thank you for all your help. If I need any assents on this problem I will contact you.

Have purchased numerous items from them: 3D printer, accessories, upgrades, filament. Customer service has always resolved any issues I've experienced in an expedient and professional manner.

Review: Order: 23777 Simple Silver 3-D Printer ($623.75)I requested a delivery date and the customer representative replied with a message regarding how their process works. I replied with either tell me when Printrbot plans to ship my product or I want a refund. At the very least for $623 you'd think this company could give you a straight answer. I was not able to get a telephone number from Printrbot.com. Today I started my inquiry and Printrbot.com representative gave the response below.Hello, thank you for contacting Printrbot. See below, answers to some of the most common shipping questions that we receive. Q: HOW MUCH WILL SHIPPING COST?A: Good news! We have a shipping calculator built in to our shopping cart. You can see the cost of shipping your order before finalizing the sale. We ship all over the world! Check out our map of Printrbots around the globe: http://printrbot.com/printrbots-across-the-world/Q: WHEN WILL MY ORDER SHIP?A: More good news! Most of our orders (kits and accessories) ship same day as long as the order is placed before 2pm Pacific Standard Time. Assembled bots generally ship inside of two weeks from the order date, unless otherwise noted on the product page. You will receive a notification email as soon as your order has shipped. Thank you for ordering!Q: CAN I CHANGE MY ORDER?A: Once an order has been placed, we ship ASAP. We do our best to accommodate special requests to change orders (quantity/size/etc), but no guarantees. Our shipping team is working hard to get your order boxed and shipped today. So, make sure to review your order before you finalize it, because we are working hard to get it out quick!Desired Settlement: If I don't hear from the company within 5 business days from 10 Apr 14, I want a full refund in the amount of $623.75. I have not received any product at this time.

Business

Response:

Customer was contacted Sat 4/12/14:

Review: I ordered the model 1404 model printer which at the time was the wood frame model. This is pertinent to the complaint because they later discontinued the item and replaced it with an all metal design. In their advertisement they claimed it would print ABS plastic. They made no claim that it had to be any special blend of ABS. Like most 3d printers, I had some issues fine tuning it to get it to work for ABS. Like most early entry printers in the 3d world, they pretty much slapped on a heated bed to make it ABS plastic compatible. This prevents warping and layer separation of the part. Unfortunately, they did not research their product and it later warped the printing bed due to the fluctuation temperatures of the heated bed. Without admitting to it, they later changed their design to a metal bed. Obvious that this was the reasoning. Printrbot has made millions off this and now the owner has turned himself into a tv star without admitting to this mistake. As an inventor myself, I did not have a problem with the mistake. The way the company handled it is what I had a problem with. Upon returning the warped bed to the company I asked for all of my money back. They would and did give only 80% back. They did so under the terms of a restocking fee. This was not a return. This was a product that failed to perform as advertised. I did not want another product that would fail after the warranty period. I wanted the product that they advertised. And then later changed to resolve this known issue. They should have provided a 100% refund or provided me with a product that works as advertise. I further requested a 20% discount on the metal version and they told me to look at other companies. You can see I was willing to overlook their failures if they would just be reasonable. Unfortunately, I now feel an obligation to make others aware of their bad business practices. I saved several email correspondence with them if you need further evidence. I am curious who else had these issue?Desired Settlement: Being I have wasted so much of my time on this I should get an entirely new printer. Since I accepted the 80% I would be happy with the full refund plus shipping fees refunded. I would also accept a 20% discount on the all metal printer, return shipping reimbursement or equivelent discount added to the 20% along with free shipping or equivelent discount on the all metal printer. I mostly see this as an ethical issue in which a customer should not have to pay for the mistake of a seller.

Review: My assembled Metal Plus arrived, and upon setup there were problems right out of the box. Screws were loose on the acme rods, screws were incorrect length in the extruder assembly, and calibration was atrociously painful to do over and over again even with the included sensor. Plus using the printer UI as instructed caused problems with resetting to home position causing scratches to the Kapton surface tape. Overall the experience was abysmal, and I never got a single decent printed part from the machine. And don't forget, their customer service is email only, so you have to wait 2 to 3 days for a reply, as the forums are sparsely traveled for help. I'm trying to return it, but Printrbot reject my return shipment only to cause me more money charged by [redacted]. Horrible junk product, world's worst customer service experience. I requested to return the 3D printer for a refund, shipped it back to them, and the rejected the shipment, which cost me more money.Desired Settlement: I want a full refund of $1,269.42 + $75 for their shipment rejection that caused UPS to charge me to ship it back to me. Total $1,344.42

Review: I purchased a printer from these guys, and it worked for a few days, then stopped. They tried to get me to troubleshoot everything, which I did. What bothered me though, was the preponderance of USB connection issues in their forum. Finally, they got me to reflash their board and got it going. They wouldn't take it back and give me another. Whatever, I got it going. Then a month later it stopped again. This time, after days of struggling with this thing, I cannot get it to go. If you go to their forum for issues

and type in connection issues you see a litany of problems with this manufacturer and people trying to get help.

This product is not fit for sale, and this company is not fit to service what they are selling.Desired Settlement: Either a full refund for shipping and everything, or some form of replacement product. Frankly, I'd prefer the money, but if I could just get a tool that works, I'd be happy enough. I need this thing to work.

Review: I bought a Printrbot Jr. V1 from this company. I built as per instructions. I had a problem with the finished product. I opened up a support ticket. I Google+ Hangouted the owner. I called the company. I got no response from any of these. I am very frustrated. My friend bought the Printrbot Jr. V2 from this company and is having the same problem.

Product_Or_Service: 3D Printer

Desired Settlement: DesiredSettlementID: Replacement

I would be okay with a replacement or a refund.

Business

Response:

Final Consumer Response

I finally got a reply from the company 2 weeks after I submitted the support ticket. Their website said I would get a reply within 3-5 days.

Finally, I was able to resolve the problem with the company. Thanks

Review: I purchased a Printrbot Simple [redacted]) on 7/16/15 that worked; a Heated Bed Upgrade v.2 (11/24/15) kit and installed it and was required to updated it according to their Heated Bed v.2 Installation Guide:

by flashing firmware from Printrbot.

I followed their guide on Flashing Firmware for Windows guide

exactly. Only to find that the Printrboard was made unusable from flashing with the recommended software. I was told by Customer Support they wouldn't give any refund or exchange, as it was 'ordered through [redacted]'.

I asked Printrbot for help and was told 'All of our boards purchased from our web store have been flashed and the settings are set before the board is shipped.' by tech support.

I then purchased a Printrboard Rev. F from Printrbot Inc. This new Printrboard failed to properly connect to the Printrbot Recommended Cura 15.04 software and can't print by SD Card.

I then requested for help on 1/9/16 ('Opening Serial Port' Problem With New Brand New PrintrBoard) on Printrbot's Answers page and have not yet received a reply.

In short: Printrbot sold a product to [redacted] that I bought. And my property was later damaged after following Printrbot's guide and was refused any refund, reimbursement for damages or exchanges, even though it was because of software and instructions that Printrbot Inc. recommended that the my property was damaged.

I was then sold a defective Printrboard Rev. F that could neither connect to the recommended software (or any other software that I tried) nor could I print from a Micro SD Card.

I have spent $820.33 on the three Printrbot products, with $179.40 going directly to Printrbot Inc. and $640.93 to [redacted] (whom received the device directly from Printerbot Inc.). And am now left with a Printrbot Simple & accessories that are unusable.Desired Settlement: I demand that Printrbot gives me a Full Refund for the Printrboard Rev. F and Heated Bed Upgrade v.2 kit that I directly purchased from them.

And that I am also Reimbursed for the Damage done to my Printrbot Simple that was done from following the instructions given by Printrbot for updating the firmware on the device.