XYZ Printing

Revdex.com: XYZprinting agreed with the desired settlement of the customer (shipping label was provided) This will be the last replacement exemption that we’re going to provide to Mr [redacted] Best Regards,XYZ’s Customer Carewww.xyzprinting.com

Hi ***, Sorry about the trouble you are havingCan you please provide the serial number on the back of your machine or the customer service ticket number in order for us to pull out your record? Thanks, XYZprinting

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.For months I have been attempting to get my product fixed; in a return or replacementAccording to what they have is they have offered me a repair service and that is not trueMy complaints filed with them are as followed; 1- Part of the product chipped with use, they offered to replace that as soon as I sent it the productWithin a few days the product then stopped connecting to my computer so I did not want to send back the one piece that was broken due to reviews stating they takes months to replace parts and since I wanted to get this fixed, decided not to send in the one broken part just yet(&3)- This was my complaint stating the printer did not connect to my computer anymoreThey had me troubleshoot in every different way possible which I did all of themEvery time there was no successThey wanted me to send in pictures of my computer to make sure it had the right requirementsBecause there computer system would not allow me to send pictures on the already open case, I had to then open a new case to send the photos (case #3)- which is why the third case reported is there; it is just a continuation of case reported number They had me run a few more tests in which nothing helpedAt this point they started saying there was nothing they can do for me, even though they have a 1-year manufacturer warrantyBecause this result has arose due to use of the product and randomly it falls within the warrantyThey have not once offered me an exchange of the product or attempted to help fix it until Wednesday, April 13th (I had originally opened this case months ago) after I have contacted you all in regards of this problemBefore this they had ignored me in every request of a return, exchange or refund for nearly a monthThey had dropped all contact with me in which I then reached out to the Revdex.com in helpThey have now "attempted" to help but with the sketchiness of the company and their lack of customer service and regards to there own policies and procedures I feel that I will not receive any actual help from them and are in want of a full refund of this productThey had there chance to exchange/fix this product but did not want to until nowI have read recent reviews on this product and company and all state that they were unable to receive help after it breaks and they are stuck with an expensive pile of junkIf I send it in to get fixed, I do not believe it will actually get fixed and get sent back to meThis is due to what I have dealt with them for the past months Regards, [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 There is no listed terms for the watch promotion, only a single line that reads "Free smart watch giveaway with every printer bought" That is the entirety of your text for the watch promotion The text for your printer discount promotion does NOT state anywhere that it is the only promotion that can be used There is no subtext, no other wording at all I have no reason and you have yet to prove that both promotions cannot be used in conjunction with each other I very clearly MET the conditions of both promotions and you refuse to honor one of them The discount promotion does not say ANYTHING at all about the watch, other promotions, or anything that's excludes itself or other promotions You mentioned that the warranty said nothing about the watch DO you realize that's NORMAL? a warranty document has nothing to do with promotional materials and should not mention it at all Regards, [redacted]

Company offered a replacement unit which is a newer version of his current printer though technically he is out of warranty (printer purchased date : 12/20/from [redacted] ) to compensate with his troubles Customer needs to ship his unit back to XYZprinting to proceed with the replacement process and as per company policy he needs to pay for one way shipping Replacement will be sent out once we received his printer.Attached screen shot for details Best Regards, Customer Care XYZprinting Inc[redacted]

Revdex.com: XYZ will be replacing the old nozzle of this customer as a onetime exemption onlyCustomer will be contacted once the tracking nois readyBest Regards, XYZ 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 below I did purchase a nozzle, but it was intended as a second nozzle, as the original one was still being 'troubleshoot' by XYZ Please read the last line in my email they sent you, I was still waiting for the nozzle to be repair or replaced.Please also note that I sent the original defective nozzle to XYZ in late November for repair or replacement The new nozzle came back from XYZ, it is not clear to me what they did with the nozzle while they had it, the nozzle came back with the same issues as before I consider the date the nozzle came back in early December, the date that should be counted as the warranty day Regards, [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 Regards, [redacted] Not resolved yetThey have not sent my printer

Ordered a kit for replacing the tube that feeds filament to the printhead on May 21. Order was accepted immediately and immediately charged to my credit card. I have not received the kit as of June 13. Many legitimate businesses do not charge a credit card until they actually ship the order. I have sent email and called xyz, but have not received a response. As they charged nearly $15 for shipping, you would think at least some rudimentary tracking would be included so I would know the status of my order. Very poor customer service interface.

My 3d printer quit working on February 19th so I opened a support case with XYZ printing. I indicated the nature of the fault and at that time provided them with some preliminary fault tracing indicating the issue was with the main circuit board pointing out that one of the fuses on the board, fuse R4, was shorted to ground and the circuit board would need to be replaced. Even with the circuit board completely removed from the printer, the fault still exists eliminating other components as the fault. (I came to this conclusion because I have worked in the electronics repair industry and I am knowledgeable in the diagnosis and repair of electronic circuitry).

I also conveyed to them that I had checked the other hardware on the printer, such as the 3 voltage outputs of the power supply, among the other components, and found none to be a contributing factor to the fault.

I received a reply from the customer service department that they were in agreement with my findings and the circuit board would need to be replaced, a repair I could easily perform myself. They asked for a copy of my invoice to prove the warranty status of the printer which I provided the same day.

A week later I received a reply they wanted me to ship my entire printer to them for diagnostics at my expense! I live in Virginia and I would have to ship this very large and heavy equipment all the way to California, across the entire Country. The worse part. They stated that I had to ship it in the original box it came in! Who keeps an empty box that large for the entire duration of the warranty period on an item that large? Don’t you think if they need to perform a repair to an item under warranty they should at least provide shipping accommodations to and from their repair facility?

This isn’t the first time I’ve had to deal with XYZ printing with this printer either. Before this I had an issue where the filament tubing was rubbing against the sharp edges of the sheet metal on the case causing it to fray and become cut. Their solution was to send me a replacement piece of tubing and do nothing about fixing where it was rubbing the sheet metal. I had to get some door edge guard molding for cars and apply that to the affected area and fix the issue myself.

I purchased my printer in Dec of 2018, and the nozzle failed in late Jan of 2019. I was told that they could only honor the warranty if I produced a receipt for the sale with the date on it. Walmart, where I purchased the unit, has informed me that they do not provide receipts. I was able to provide the purchase order number, shipping number, and an image of the shipping information that it arrived with, but they insisted that in order to honor the warranty they needed the non-existent receipt. They also asked me if I had information (such as the error number) that I had already sent them, including a screen shot. The "service" in their customer service is purely a fantasy. I bought a replacement of the nozzle that had failed, and the only receipt I got was a screen, not an actual receipt. I took a screenshot of it, and noted it did not have a date on it. I would be better off if they had simply skipped the pretense of providing customer service or a warranty and simply bought the nozzle from the beginning.

XYZprinting will replaced the spool once it is determined that it is faulty and once customer provided the infothat need for analysis.Attached screen shot for conversation details
">Thank you. Best Regards,Customer Care
(***)XYZprinting Inc.***

Company will get the unit for checking under our expense to diagnose the root cause of his issues.Waiting for customer response if he is okay with the arrangement.Attached screen shot for details.Thank you. Best Regards,Customer Care XYZprinting
Inc.***

Revdex.com:XYZ have reached out to customer. As per our company policy the nozzle is only warranted for days and customer’s nozzle is more than days (printer was purchased last September 2016) but as a compensation XYZ offered a 10% discount for a new nozzle but
customer declined the offer , XYZ changed the offer to 20% discount and customer successfully purchased a new nozzle from XYZ’s e-shop.Attached is a screen grab from XYZ and customer email threadBest Regards, XYZ’s Customer Care www.xyzprinting.comTell us why here

Customer has complaints tickets
First ticket *** , reported last
08/print quality issuesReplied and assisted 08/and no response from
customer side
Second ticket ***, reported last 12/Unable to update the system version of the product assisted and
set up an appointment with our Engineering team but customer is not available (out of the country/town)
Third ticket ***, reported last 03/and provided a replacement printer with tracking noFedEx#*** Printer is scheduled to be delivered tom(04/27)
Screen grabs are attached
Thank you Best Regards, Customer Care XYZprinting Inc

To Whom May Concern,
Mr*** had agreed to close his case when we send a nozzle replacement
We will write to him an official email and asking to proivde his receipt and a picture of his serial no.(Black label)
Please let me know if you have any
questions
*** ***
Customer Service Department Manager
xyzprinting Inc
www.xyzprinting.com

In regards with this complaint, we as the manufacturer only offers replacement parts or warranty service as stated in our warranty page:http://support.xyzprinting.com/us_en/Help/showWarranty/f20?productName=da%2...⇄ printer was not purchased directly from us but with a third party retailer.For the RMA process, we need to distinguish and perform some diagnostics or analysis of data before we can come up to conclusion that the printer needs to be repair or only replacement parts will do.Again, please kindly take note that we are waiting for the confirmation for us to start the repair service.Thank you. Best Regards,Customer CareXYZprinting Inc.www.xyzprinting.com

Contacted the customer and offered repair service with a shipping label

Revdex.com:
XYZ reached out to customer and offered a replacement , but he will need to ship or return the old part (chip) for company's analysis/checking
Customer is fully aware with XYZ’s warranty policy but exemption was offered even if the customer is out of days
return policy for the item (spool) and his printer is more than a year
XYZprinting will assist the customer if he will cooperate in return
Screen shots attached as supporting details
Best Regards,XYZ’s Customer Carewww.xyzprinting.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***