XYZ Printing

My six year old da Vinci Jr 1.0 was working fine until I was instructed to download a printer and software upgrade. Of course the old software that worked was deleted. Now when I try to print, a red banner message says "printer mismatch, insert SD card." My printer does not have an SD card slot. I tried to contact XYZ by emailing, phoning and online and each one disconnected me without hearing my problem. I looked up my printer and they still sell it, but do not appear to support early adopters like me and clearly don't want repeat business.

Their software doesn't support their davinci 1.0 anymore. My printer is essentially bricked, and all my money on cartridges and the printer has gone to waste. I tried to contact customer support and their ridiculously awful website kept saying my cartridge ID was invalid. Only buy one of these if you enjoy suffering.

the little chip inside the roll runs out early so you have to go buy more FROM xyz no where else

I bought a da vinci 2.0 dual head printer from XYZ printing.
it never worked, I spent weeks trying to get in touch with and dealing with there service dept. they answer every three days, if your lucky.
anyways they said to send the printer back and I pay for shipping?
this is so wrong, I paid to have it shipped to my house, if there printer is broken, why do I have to pay to return a broken product?
now they have had it for a week and still have not returned my money.
they say there waiting for approval from management?
I am buying a different brand and suggest you do the same.
XYZ printing has been a big waste of my time.
Donald glaszczak

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Yes, they offered to replace the product at "MY EXPENSE" Since I am "REQUIRED" to use THEIR supplies in MY printer which I fully paid for and own outright, They should ensure that THEIR supplies can be used entirely instead of just once and then done I used the "Spool of Filament" once during the warranty period and it worked When I went to use it a second time, IT FAILED The filament itself is fine, it is the NFC CHIP that they shipped with the filament that IS DEFECTIVE The DEFECTIVE chip has left me with approx99% of a spool that is worthless because my printer will not work without a functioning NFC CHIP All I want from them is a usable NFC CHIP The chip itself costs them pennies (if that much) and the stamp to mail it to me would cost them pennies Instead they want ME to spend another - dollars to ship the whole spool to them I've already spent dollars for the spool, another to is not something I am willing to spend for something that may fail again Then we have this whole situation again They say they HAVE to follow their Warranty guidelines Yet they offered me an "exemption" That tells me that they have the ability to do it, they just choose not to They have sold me a printer that requires me to purchase supplies from them and then sold me supplies that "DON'T WORK" If I am required to purchase my supplies from them, they should be required to provide me with supplies that are 100% usable instead of 1% usable I am more that happy to return the spool to them if they cover the shipping costs I am not willing to pay for the shipping for them to replace the part that doesn't need to be replaced (THE FILAMENT IS GOOD, THE CHIP IS DEFECTIVE) At this point, I am so dissatisfied with their customer service, I will never buy another produce or supply item from them When the remainder of the my purchased supplies runs out, my printer will become useless I will purchase another printer from another company I will throw away my current printer because I will not subject someone else to this misery I PAID FOR IT I WANT TO USE IT I WILL TELL AS MANY PEOPLE AS I CAN REACH ABOUT MY EXPERIENCE WITH THEM

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I have already sent the printer in for repairs once, they did not resolve my issueThe first time I had to pay shipping, and the repaired unit functioned for approximately week.] Regards, [redacted]

Revdex.com: As per our warranty policy, if the printer is purchase directly from our distributors , customers will need to contact them for refund request and we as the manufacturer can only provide replacement parts or repair service: http://support.xyzprinting.com/us_en/Help/showWarranty/dvjr10pro?productName=da%...⇄ [redacted] We reached out to the customer and offered a repair service but it was declined by the customerBased on the last phone call conversation, customer will contact his retailer to request for a refundBest Regards, XYZ’s Customer Care www.xyzprinting.com

XYZprinting will replace the cartridges but we need to get the old one as well for our checking and testing.Waiting for customer reply so we can start the RMA process.Screen shot attached for reference.Thank youBest Regards,Customer Care XYZprinting Inc[redacted]

Revdex.com: Parts has been sent to customer and received with tracking noof FedEx# [redacted] For refund claim, customer will need to contact her retailer since her warranty for parts and repair service has been voided XYZprinting will only be able to assist her with troubleshooting and purchasing requests of spare partsBest Regards, XYZ’s Customer Care www.xyzprinting.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThis is in regards to previous complaint Complaint ID: [redacted] Date Filed: 8/25/MESSAGE FROM BUSINESS: Dear Mr [redacted] Our apologies that our service didn’t meet your guidelines and satisfactionAs the manufacturer we can provide a repair service or replacement parts (if needed) to our customers but before that, we will be needing some additional information like printer receipt and complete contact detailshttp://support.xyzprinting.com/us_en/Help/showWarranty/f10?productName=da...⇄ have responded your support ticket in regards with this process and please feedback to us in your convenient timingAttached is a screen grab of the latest response from our support teamThank youBest Regards, XYZprinting Incwww.xyzprinting.com [redacted] Customer Service Staff Dear Mr [redacted] May I ask if you would be available tomfor a phone call between 9:00AM-9:00PM EST to discuss this matter and clarify some details? Best Regards, Customer Care ( [redacted] ) XYZprinting Incwww.xyzprinting.com 2016/09/22:I have provided contact info for support to reach me to setup terms for shipping the defective product back to the business but they have failed to reach out to me, it has already been days with no contactI am at a point where I am done with this company and would like a refund of the purchase price for the product Regards, [redacted] **

There are only months remaining for customer's warranty, since he didn't agree for XYZprinting to check his unit, offered an extended months warranty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowCase Number: [redacted] Email: [email protected] Original Problem Wrote to ***: “Hi, I would like to know if the warranty covers replacements for the heated beds on the Da Vinci My printer's heated bed has chipped glass and it's getting to the point where I don't have enough surface area to print anything on itWould it be possible for you to send a replacement that is covered by the warranty? Thanks.” How the Printer is Used: I was printing out an object with a large surface areaThe plastic apparently must have cooled too quickly in comparison to the heat of the glass and it cracked the bedPurchased: 12/31/· Purchase Code: [redacted] Regards, [redacted]

Revdex.com: XYZ have reached out to customer Customer owns the printer for more than a year which means that it is out of warranty He was looking to purchase an idler gear but as per our company policy we do not sell this part alone, this part is being sold as a whole assembly In addition to this, installing the idler gear will not guarantee the quality of the prints nor it will not guarantee that the nozzle or printer issues will be resolve Since customer insists/demands to purchase the idler gear, even if he is completely aware of the company policy, a onetime exemption was offered but any arising issues once the part has been installed, XYZprinting will not be providing any support or assistance The exemption given is only valid within days, if customer will not accept the offer and cooperate with us, the exemption will be voided Best Regards, XYZ’s Customer Carewww.xyzprinting.com

In the beginning of the repair case we offered the customer a remote session with our technicians as well as replacement cartridge, however the customer refused to provide product serial number and proof of purchase for verification hence we weren't able to proceed with the customer service procedureWe also contacted him twice in late October and offered him repair options but the customer didn't respond

Dear Revdex.com, Customer reported complaints as follows: [redacted] Case reported 12/29/: Hardware issue in which we offered replacement parts but there was no response from customer for more than a week[redacted] : Case reported 01/31/:Customer’s PC is unable to connect with his printer / provided troubleshooting guide and followed up if the case is resolve or not, customer created a new ticket to inform that his issue is persistent[redacted] : Case reported 03/07/:Provided troubleshooting but customer asked for a refund and as per our warranty and terms, we only offers replacement parts or repair service and for refund, customers will need to contact their placed of purchased: http://support.xyzprinting.com/us_en/Help/showWarranty/f10aio?productName=da%20V...⇄ Customer contacted his retailer but unfortunately the return window passed and customer was re-directed to us Repair service for the unit has been offered and were waiting for the customer responsePurchased date of product: Oct28, thru B & H Screen grabs are attached for referenceThank youBest Regards,Customer CareXYZprinting Inc.www.xyzprinting.com

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] I had already provided them with the serial number on many occasions They did finally contact me after I let them know that I had contacted you They told me how to fix the machine myself by disassembling the one that they had sent me originally that never workedI have spent the past two monthys on this issue I have spent almost $and countless hours working on these machines The school year is now over I have used up a great deal of material trying to get the machine to work and now need to spend more money just to get more material so I can see if the machine will work now In weeks when school is back in session the machines warranty will be almost half way expired with my never having successfully used it I do not feel this is by any means an acceptable solution I did the work I need to spend more money It has taken two months just to get to this point., and now I need to invest more in a machine that has produced nothing but headaches and stress [redacted]

XYZprinting will replace the cartridges but we need to get the old one as well for our checking and testingWaiting for customer reply so we can start the RMA processScreen shot attached for reference size="2">Thank youBest Regards,Customer Care XYZprinting Inc[redacted]

Company will get the unit for checking under our expense to diagnose the root cause of his issuesWaiting for customer response if he is okay with the arrangementAttached screen shot for detailsThank youBest Regards,Customer Care XYZprinting Inc[redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.This is in regards to previous complaint Complaint ID: [redacted] Date Filed: 8/25/MESSAGE FROM BUSINESS: Dear Mr [redacted] Our apologies that our service didn’t meet your guidelines and satisfactionAs the manufacturer we can provide a repair service or replacement parts (if needed) to our customers but before that, we will be needing some additional information like printer receipt and complete contact detailshttp://support.xyzprinting.com/us_en/Help/showWarranty/f10?productName=da...⇄ have responded your support ticket in regards with this process and please feedback to us in your convenient timingAttached is a screen grab of the latest response from our support teamThank youBest Regards, XYZprinting Incwww.xyzprinting.com [redacted] Customer Service Staff Dear Mr [redacted] May I ask if you would be available tomfor a phone call between 9:00AM-9:00PM EST to discuss this matter and clarify some details? Best Regards, Customer Care ( [redacted] ) XYZprinting Incwww.xyzprinting.com 2016/09/22:I have provided contact info for support to reach me to setup terms for shipping the defective product back to the business but they have failed to reach out to me, it has already been days with no contactI am at a point where I am done with this company and would like a refund of the purchase price for the product Regards, [redacted] **

Replacement request will be process once the customer provided his purchase invoice (extruder and cartridges , we will be needing to get the old cartridges back for checking).Attached screen shot for details.Best Regards, [redacted] [redacted] *