XYZ Printing

Dear Mr***,
Sorry about the trouble you are havingIn order for our customers support representative to process your request, please kindly provide your order number or proof of purchaseWe will replace the defective nozzle head accordingly

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
"Segoe UI", Verdana, Arial, Helvetica, sans-serif; background-">This is in regards to previous complaint Complaint ID: *** Date Filed: 8/25/MESSAGE FROM BUSINESS: Dear Mr*** 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 *** Customer Service Staff Dear Mr*** 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 (***) 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,
*** **

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: Parts has been sent to customer and received with tracking no. of 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 parts. Best Regards, XYZ’s Customer Care www.xyzprinting.com

Revdex.com:  XYZ will be replacing the old nozzle of this customer as a onetime exemption only. Customer will be contacted once the tracking no. is ready. Best 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.
The businesses response does not address my main issue, The settlement agreement which they are demanding I sign before I can PURCHASE the part in question.  I am not asking them to give me anything, I have offered to buy it from the start.  But I will not sign a Gag Order just so I can purchase the part.  The businesses response stated that I had to cooperate with them, which again sounds like they are holding the part for ransom, if I want to buy it I have to sign their Settlement agreement.  This is NOT good customer service. 
Regards,
[redacted]

I purchased this printer from staples which is a authorized dealer for xyzprinting I apolagise about the price that I mentioned in the complaint I have serious mental problems and I could not even remember who I purchased the printer but I have found it also the same about the dates I have a hard...

time with numbers and dates names ect  i have a 1 year warranty on the printerxyz is still working with me on the warranty they will be sending me a new main board but have said that I will be getting the same firmware as the one I send in to them as they will not put a working firmware on it the problem with xyz printers is that you are locked into only being able to use there filament so since it does not print there filament it is absolutely useless so if I get this main baord with the same firmware I am through with xyzprinting and want my money back I have yet to recieve a notice of the shipping datei realy do want this printer as I have several xyz printers and have ben realy happy with customer service on waranty work and the operation of the printer I just want this printer to work and I did find and purchased a older mainboard to install in the printer if I can not get anyplace with these people I just want to keep it in waranty i just realy want to shake these people up to fix the printer right

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%...⇄ We reached out to the customer and offered a repair service but it was declined by the customer. Based on the last phone call conversation, customer will contact his retailer to request for a refund. Best Regards, XYZ’s Customer Care www.xyzprinting.com

Replacement request will be process once the customer provided his purchase invoice (1 extruder and 2 cartridges ,  we will be needing to get the old cartridges back for checking).Attached screen shot for details.Best Regards,[redacted]...

[redacted] *

Revdex.com:
This is our company policy and has been explained to the customer couple of times.
XYZprinting can make an exemption but he will need to comply with our condition to sign the letter.
This is due to the reason that in any event that the part has been installed and  still there are nozzle related issues, we  will not provide any support  to the customer,
since it was his demand to purchase the part alone (idle gear)  and not as assembly.
Best Regards,XYZ’s Customer Carewww.xyzprinting.com

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

Dear Revdex.com, Customer reported 3 complaints  as follows: 
[redacted] Case reported  12/29/15 : Hardware issue in which we offered
replacement parts but there was no response from customer for  more than a week.[redacted]: Case reported  01/31/16 :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  03/07/16 :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?produc...⇄ 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: Oct. 28, 2015 thru B & H Screen grabs are attached for reference. Thank you. Best Regards,Customer CareXYZprinting Inc.www.xyzprinting.com

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 30 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...

procedure. We also contacted him twice in late October 2015 and offered him repair options but the customer didn't respond.

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 approx. 99% 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 10 - 15 dollars to ship the whole spool to them.  I've already spent 35 dollars for the spool, another 10 to 15 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.
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]

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 issue. The first time I had to pay shipping, and the repaired unit functioned for approximately 1 week.]
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 : 12/20/2014 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:
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: 8/25/2016 MESSAGE FROM BUSINESS: Dear Mr. [redacted] Our apologies that our service didn’t meet your guidelines and satisfaction. As 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 details. http://support.xyzprinting.com/us_en/Help/showWarranty/f10?productName=da%20Vinc...⇄ We have responded your support ticket in regards with this process and please feedback to us in your convenient timing. Attached is a screen grab of the latest response from our support team. Thank you. Best Regards, XYZprinting Inc. www.xyzprinting.com [redacted] Customer Service Staff Dear Mr. [redacted] May I ask if you would be available tom. for a phone call between 9:00AM-9:00PM EST to discuss this matter and clarify some details? Best Regards, Customer Care ([redacted]) XYZprinting Inc. www.xyzprinting.com 2016/09/01 22:00 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 3 days with no contact. I 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]

Dear Mr[redacted] XYZ customer support have responded to your case [redacted]. 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 service. Screen shot of the email is attached.   Thank you.  Best Regards, XYZprinting Inc. www.xyzprinting.com 855-999-3348