XYZ Printing

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%20Vinc...⇄ /> The printer was not purchased directly from us but with a third party retailerFor 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 doAgain, please kindly take note that we are waiting for the confirmation for us to start the repair serviceThank you. Best Regards,Customer CareXYZprinting Inc.www.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
Regards,
*** ***
Not resolved yetThey have not sent my printer

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
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,
*** ***

Dear Revdex.com,
Customer reported complaints as follows:
*** Case reported 12/29/: Hardware issue in which we offered
replacement parts but there was no response from customer for more than a week.***: 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.***: 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 response. Purchased date of product: Oct28, thru B & H Screen grabs are attached for reference. Thank you. Best Regards,Customer CareXYZprinting Inc.www.xyzprinting.com

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

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 ***) 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.***

Dear Revdex.com,Customer joined the promotion for our Da Vinci Pro product. Terms and conditions was strongly suggested to be read thoroughly before they join the promotion.A free watch was not stated on the warranty terms and conditions of our promotion since it is not included on the said
event.The watch was offered free when customers avail or purchased the unit on its original price (XYZ website stated this info./attached screen shots).Thank you.XYZprinting Inc
www.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
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,
*** ***

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
Regards,
*** ***
I have not modified my duo printer all the parts in that printer are from the company they have manufacturing problems of cutting of the end of the number nozel leaving it higher than the other the only thing I did was put shims on the nozzle to lower it to the right heigth this is bs that they are saying that I damaged the head is just plain bull st and they will not accnolage that they even have a problem in manufacturing I have ben replacing parts on my aio with xyz used parts purchased from ebay but theyare for this machine so that is a bunch of pull st as well and that printer is out of warranty any ways so it does not apply to this complaint this business of sending me defective heads and bad main board shows how much of a problem these printers have this company has a reputation of telling the customer that every thing that is wrong with thier printer is thier falut right out of th box this printer did not work right out of the box and I want my money back if I have to take them to court to do that that is what I am prepaierd to do I have pictures and documentation to prove how much this company has deceived thier customers

XYZprinting on the surface appears to be a decent startup company and having an office in San Diego you would thing their customer service would be top-notch
It is not I have owned two different printers from them and have had problems all along the way
My latest problem is a design flaw in the feeding system to the extruder head The feeder tube that bridges the gap between the stepper motor and the extruder keeps popping out of place rendering the printer useless (unable to print) I contacted their customer support via the web (only option) with a very lengthy e-mail describing my problem and recommending a solution (even included a picture of the problem) They got back to me in a few days and asked me questions (in broken English) via e-mail to which the answer was already contained in my original correspondence I have registered my printer with them to start the warranty period and it contains an inordinate amount of info on how to contact me They still asked me questions that were already covered in the registration process to get the pertinent information for one of their techs to call me The tech finally called me some 3-days later and I told him exactly what I indicated in the e-mail and even referenced the picture I sent He told me what I needed and I agreed (initially diagnosed it in my initial correspondence) Two weeks passed and my replacement part(s) arrived (about $2-3) worth of stuff
I printed a small object a few days later with no issues Then I got an invitation to purchase the laser engraving attachment that I wanted (the reason I upgraded to the newer model) I went to put in the pre-order info and my state was not available for the address information I sent them an e-mail asking them why AK and HI were not available for selection They replied that they only can ship to places in the U.S I responded that HI is definitely the of state I told them the #reason I "upgraded" (I've had more problems with this machine ~year newer than I did with the last machine) is to utilize the laser engraving feature They said they would have someone call me (after I again provided them all my contact information even though I'm registered on their website) It's been weeks now and I've tried to contact them several times and I've had no response

RevDex.com:
XYZ
have reached out to customer
Customer has been modifying the
printer (switching parts of her Da Vinci
Duo printer to her Da Vinci AiO) and changing
parts from third party/ non authorized resellers which contributed with the
products failureSome parts has been
modified or tampered making her warranty
to be voided, but as a benefit of a doubt we will be providing a last time
exemption for replacement parts which customer agreed during a recorded phone
call conversation
The replacement parts are currently
being tested and customer has been informed about this
Pictures and emails attached to
reflect the customer statements
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 purchased a new unitThe unit is defectiveI did not pay full price for a repaired unitI purchased this unit and needed to use it when I bought itNow I'm expected to wait for shipping and repair on a unitI deserve a new working unit, that is what I purchased
Regards,
*** ***

XYZprinting provided him parts but it didn't fixed the issues with his printer.He had made another request to replaced his mainboard but we need first to received the old part as stated in our company
policy:***We offered for him to send in the printer for repair but he had
refused this offer as well.Screenshot as attached for reference.Thank you. Best Regards,Customer Care XYZprinting Inc.***

Dear Revdex.com agent,
According to our customer service record, the last communications we had with the customer was at the end of FebruaryWe've responded to the customer's request with the following message and we have not heard back from the customer sinceBecause the part is deemed as a consumable part, we kindly asked the customer to provide photos and proof of purchase in order to proceed with the exchange process2015/02/04:UTC
Our staff wrote:
Dear Mr***,
We’re sorry to hear that you are having issue
Please send us a copy of your purchase invoice and the photo of your glass bed for us to proceed to the replacement process
May we also ask for your total printing hours and the print object size as well as your full name, complete address and contact number?
Thank you
Best Regards,
Customer Care (***)
XYZprinting Incwww.xyzprinting.com
Profile
Name :
***
Email :
[email protected]
Registered
Machine S/N :
***
Country/ Region:
America
Question
Product:
da Vinci 1.0A
OS Support :
Windows
XYZScan Version :
XYZWare Version :
Firmware Version
:
Subject:
Warranty
Content:
Product Name:davincif
Serial Number:***
Date of Purchase:2014/12/
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
Best Regards,
***

Hi ***,
sans-serif;">
Please note that XYZ doesn’t sell extended warrantyYou may need to contact the reseller they sell you the warrantyThanks for your understanding
Regards,
XYZprinting, Inc

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 tried to give the number to them in previous phone calls, but they would not take itNow that the Revdex.com is involved, they were willing to take it and correlate to the replacement part order They still have not solved the issue as I was told to wait while they figure out why the wire harness is incorrect and why they forgot to include the replacement instructionsFor future reference the order number for the replacement nozzle I purchased after the printer broke after just four days and I was getting nowhere with their customer service department is: Order No***]
Regards,
*** ***

XYZ Provides good 3D ptinters for the price however thier customer service is one of the worst I have had to deal with
1) The printer out of the box will not self-calibrate, I have complained to XYZ Customer support about this issue several times and they ignore me
2) A part broke on my printer a week after I purchased the printer, I submitted my information to XYZ for the replacement partIt took so long to arrive I purchased the part off of ebay, weeks later the replacement part arrived from XYZ
3) A certain individual over at XYZ Printing is very unhelpful and only cares about closing open tickets regardless if a solution has been foundI tried to get a hold of a Manager to get my issues resolved and report this individual, however after months of trying to get a Manager to respond to me I am not writing this review
4) Customer service has supplied me incorrect information on several occasions, depending on who you get a hold of they have a different answer

Dear Mr* *** XYZ customer support have responded to your case ***Kindly check your email and reply back for us proceed with the repair process Revdex.com: XYZ have reached out to customer for us to proceed with RMA serviceScreen shot of the email is attached Thank you
Best Regards, XYZprinting Incwww.xyzprinting.com 855-999-

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

Replacement request will be process once the customer provided his purchase invoice (1 extruder and cartridges , we will be needing to get the old cartridges back for checking)Attached screen shot for
detailsBest Regards,*** ***
*** ***
*** *