XYZ Printing

XYZprinting will replace the 2 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 you. Best Regards,Customer Care XYZprinting...

Inc.[redacted]

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.I purchased a new unit. The unit is defective. I did not pay full price for a repaired unit. I purchased this unit and needed to use it when I bought it. Now I'm expected to wait for shipping and repair on a unit. I deserve a new working unit, that is what I purchased.
Regards,
[redacted]

XYZprinting is by far the best 3D printing manufacturer I have encountered in this past five years of blooming industry growth.
Our office bought multiple units of their FDM 3D printers for engineering and prototyping purposes. I must say, their products blew my mind off because it perform just as well as the old and over-priced 3D printer we purchased 5 years ago.
The growth of this rapid prototyping technology is going at a rate that is beyond my imagination. With less of a price than a game console, people can now purchase a fully assembled 3D printer from XYZprinting. The 3D printer is going to work right out side of the box.
Besides their good product, my experience of great product warranty with XYZprinting is also something worth noting. 6 month into the usage of the 3D printers, the z axis washer attachment unit was worn out and broke. This was due to my heavy operating hours of the printer probably. I contacted XYZprinting support and found out that their product has a 1 YEAR WARRANTY! They send me the part and I replaced it myself.
The service and product from XYZprinting is beyond what anyone can expect! On top of that, the price point of their product is insanely cheap and products are built with great quality.

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.
Case Number: [redacted]
Email: [email protected]
Original Problem Wrote to [redacted]: “Hi, I would like to know if the warranty covers replacements for the heated beds on the Da Vinci 1.0. 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 it. Would 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 area. The plastic apparently must have cooled too quickly in comparison to the heat of the glass and it cracked the bed.
Purchased: 12/31/2014
·         Purchase Code: [redacted]
Regards,
[redacted]

There are only  2 months remaining for customer's warranty, since he didn't agree for XYZprinting to check his unit,
offered an extended 2 months warranty.

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

XYZprinting will replace the 2 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.
size="2">Thank you. Best Regards,Customer Care XYZprinting Inc.[redacted]

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 worked. I have spent the past two monthys  on this issue.  I have spent almost $1800 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 11 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]

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.[redacted]

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:
[redacted]
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.[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 was threatened to be sued by the Tech departments manager and told my warranty was voided. I then submitted another request to see what the response would be. Apparently now it is ok for me to send back the board which was not an option when I was threatened the first time. I requested another board so I could verify my connections before sending mine back. I also requested pre-paid shipping since the machine was still in warranty.
Honestly with as much as I've been through and customers I have lost I would rather have money back on my printer so I can purchase one from a reputable company that has a better customer service department.]
Regards,
[redacted]

Hi [redacted],
Sorry about the trouble you are having. Can 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

My experience with xyzprinting has been great simce my first purchase with their original model da Vinci 1.0.
As a college engineer, I was very impressed with xyzprinting's ability to consumerized advanced technology such as 3d printing. 3 years ago, you cannot find a 3d printer for less than 2k and now xyzprinting is coming out with well built similar products for a quarter of the price.
The printer also comes with a pretty good warranty, a 1 year limited warranty. However, there are a lot of complaints about xyzprinting's proprietary cartridge filament system which enforces you to use XYZ brand consumables. I personally do not mind as I am using this printer as an introduction to rapid prototyping and therefore will not be able to have the ability to tweak the hardware much. The proprietary system actually makes adapting new technology a bit easier for beginners.
Overrall, the price point and quality of the product is the best value in my opinion. Though their printer is not flawless, but its price point is great for beginners who wouldn't need the ultimate precision.

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 replacement. According to what they have is they have offered me a repair service and that is not true. My 3 complaints filed with them are as followed;
1- Part of the product chipped with normal use, they offered to replace that as soon as I sent it the product. Within 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.
2 (&3)- This was my complaint stating the printer did not connect to my computer anymore. They had me troubleshoot in every different way possible which I did all of them. Every time there was no success. They wanted me to send in pictures of my computer to make sure it had the right requirements. Because 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 2. They had me run a few more tests in which nothing helped. At this point they started saying there was nothing they can do for me, even though they have a 1-year manufacturer warranty. Because this result has arose due to normal use of the product and randomly it falls within the warranty. They 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 problem. Before this they had ignored me in every request of a return, exchange or refund for nearly a month. They had dropped all contact with me in which I then reached out to the Revdex.com in help. They 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 product. They had there chance to exchange/fix this product but did not want to until now. I 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 junk. If I send it in to get fixed, I do not believe it will actually get fixed and get sent back to me. This is due to what I have dealt with them for the past 4 months. 
Regards,
[redacted]

Customer has been contacted and XYZprinting will provide a shipping label for him to send back his unit for repair.

Hello,
The customer stated that he/she had contacted our customer support, therefore we will need his/her RMA case number to find the communication history and case report. If the case number was lost, it will also be very helpful to have the email used to communicate with our...

customer representative.
Since the printbed is deemed as a consumable part, we will need to investigate how the printer is used and review the proof of purchase to determine whether the printbed is under warranty coverage.
Thanks for your understanding.

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 yet. They have not sent my printer

Review: I am having an issue with there printer filament not working and they refuse to help me with it. I have called they there support number and they don't do support yet on there site it says call for support, But when I do they refuse to do anything to help me at all. This company has poor customer support and bad business. They sold me a bad defective product and refuse to replace it nor help me with the issue. XYZPrinting needs to fix this issue and that better care of there customers.Desired Settlement: I would like a replacement color nature filament sent to me for free express over night.

Business

Response:

XYZprinting will replaced the spool once it is determined that it is faulty and once customer provided the info. that need for analysis.

Review: I purchased a product from the company with a 2 year warranty. With the warranty, if any parts of the product break, I send the broken ones and they send new ones. I contacted them saying that I had broken parts and they kept coming up with excuses to not ship me replacement parts. After about a month of delayed messages and frustration, they finally agreed to send me replacement parts, after they received the old ones. I shipped the parts to them and they were received by someone at their facility within two business days according to the tracking information. This was two weeks ago and since then I have been trying to contact them via email / phone but no one has responded to me at all.Desired Settlement: The business has the responsibility of upholding their warranty as well as trying to satisfy their customers as well as resolve any issues they might have with them. They have failed to do this by taking forever to get back to me as well as not shipping replacement parts although they already received my broken ones, and ignoring my attempts to contact them.

Business

Response:

Hi [redacted], Please note that XYZ doesn’t sell extended warranty.You may need to contact the reseller they sell you the warranty.Thanks for your understanding. Regards, XYZprinting, Inc.