XYZ Printing

Review: I purchased a Davinci 1.0 AIO 3D printer in April of 2015. During that time I have called and emailed the company several dozen times leaving my contact info for a return call. I never received any call backs. Only emails stating they were looking into my case. It is now June 08, 2015, and I called one last time before proceeding to contact an attorney to help me, and I asked to speak to a manager or supervisor, only to be told none were available. As my warranty time passes, my unit, which is expensive and cheaply made I may add, sits and collects dust and is just a giant paper weight. I face no other options but to warn others that this company is a poor choice to purchase anything from. Their customer service sucks, they lack the phone skills needed to make the customer feel they are being treated fair, and their products from my experience are made very poorly out of cheap material, and when you require a replacement part, good luck trying to find a replacement. It is nearly impossible to get a replacement from the company and you wont find any outside of the company that will fit properly. I am very dissatisfied with this product and upon seeking a refund they just hang up.Desired Settlement: I would like a full refund including paid return shipping for the unit and all filament I have brought for it.

Review: I purchased a Da Vinci 2.0 Duo Printer through Amazon. The printer turned out to be defective and broke within weeks of purchase. I spent several months going back and forth with XYZ's tech support before finally agreeing to send the unit in for repair.

They made me pay shipping to send the defective unit to them for repair.

The repairs lasted roughly 1 week before the printer failed again. I went back and forth with support for several more weeks. They sent me a replacement part(again charging me for shipping), but the issue returrned within days of installing the new part.

By this time it was well past the return window to get a refund through Amazon, so I asked XYZ to replace the printer. They refused, claiming that I had voided the warranty.Desired Settlement: I would like a refund of the full purchase price of the printer($650) plus repayment for the cost of shipping the printer in for repairs that did not actually repair it($65).

Or I would like the unit replaced at XYZ's expense with a brand new unit.

Consumer

Response:

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,

Business

Response:

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.

Review: XYZ Printing KNOWINGLY sells a product that they are aware has a failure in in the connection with the extruder, and will not fix the issue. They expect you to spend another 700 to 800 dollars on another of their faulty products.Desired Settlement: I want 800 dollars to purchase another 3D printer that dose not have these issues.

Business

Response:

To Whom May Concern,

Mr. [redacted] 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

Review: I bought a 3D Printer from New Egg, Inc. in January, 2015. The order was shipped to me by XYZ Printing. I connected the printer and began to use the device. I tried to use it several times over the next few weeks; but, I was only able to use the printer for about 3 hours total before it began to malfunction. I contacted XYZ Printing several times with no response. I got in touch with the company and s/w [redacted]. I explained the problem, and was told to take pictures of the extruder and email them. I did so in March, but didn’t hear back from the company for a month. I called them back and s/w [redacted]. I asked if I could bring it back in person to have it evaluated. He advised me that they don’t accept walk-ins and the printer would have to be mailed back to them at my expense. I mailed it back to XYZ Printing on 5/20/15 via UPS for $119.14.They had the printer for 3 wks, and then mailed it back saying that it had been rewired and the mother board had been replaced. I hooked the printer up and it worked for 2 minutes when it stopped working and said “Code 1400”. I called the svc. dept. and s/w to [redacted]. He said that it needed a part replaced and that he would send it to me. After 3 weeks, I still did not rec. part nor had I heard back from the co. Then I contacted New Egg on 6/29 & s/w Kylie. I asked for a refund due to all of the issues, and she stated that New Egg doesn’t provide refunds. I was then placed on a 3-way call with XYZ Printing. We s/w [redacted] who said she would be working on this case exclusively and that she would call me back later that day. No call, but received an email instead. The email had a link that I had to open in order to read the contents. I couldn’t open the link and couldn’t reply to the email. The next day, I called and spoke to [redacted], she said her mgr would call me back. No call, so I called again. I s/w [redacted], Mgr. He said he’dDesired Settlement: I would like a full refund for this defective printer.

Review: I purchased an XYZPrinting 3d printer approximately 1 year ago. The printer worked well for approximately 1 month before problems started. An extruder heater connector failed randomly and had to be replaced. Approx 3 months later the bed spontaneously cracked and I had to buy and install a new one. Approximately 1 month ago, the extruder failed and I purchased a new one. The temperature sensor on the new module was not operational on arrival. It read "10C" constantly and gives an error 14. After 8 emails and 2 phone calls, they ([redacted]) asked me to disassemble and box up my entire machine and mail it back so they can determine the cause. Being a 100% disabled vet, I am used to people dumping on me and driving on, but I wont be able to comply with this request.

CommentDesired Settlement: Bottom line is they sent a defective unit and refuse to replace it.

Business

Response:

Contacted the customer and offered repair service with a shipping label.

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 3-4 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 50 of 50 state. I told them the #1 reason I "upgraded" (I've had more problems with this machine ~1 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 3 weeks now and I've tried to contact them several times and I've had no response.

Review: I actually have numerous issues with this company. I purchased the printer and within four days a wire broke which rendered the printer useless. I immediately opened a customer support ticket AND called their support line.

1. Customer service hardly understands or can speak English. This alone makes working through a defective product issue very difficult.

2. Very untimely with response via phone or website via their customer complaint system. Questions go unanswered and form responses placed in the ticket that do not make sense.

3. Defective products! I had one extruder nozzle go bad after owning the printer for only four days. While trying to get a warranty replacement or paid repair, I ordered a replacement for $100 and paid $50 for expedited shipping only to have it arrive late (it took eight days to get here after ordering) and be defective.

4. Practice is to ask for screen shots of receipts and then not get back to you. They refused to take their own order number for the replacement nozzle and stated that they could not look it up. They demanded a screen shot. After experiencing the screen shot delay tactic last time I refused to go down that route again.

5. I went so far as to agree to a phone call from their Tech Team. I rearranged my family's evening plans and then they never called. When I called them they asked for more screen shots and then when I called back they wouldn't answer the phone.

6. Since I purchased from someone other than one of their three authorized dealers, the warranty is only good for 90 days from manufacturing per their own website. They refuse to cover the original printer even though they never once asked me to tell them when my printer was built. How can they tell me if it was covered or not?

7. They will never let you talk to a manager. The manager is always "not available" regardless of the time of day or day of the week.Desired Settlement: I would like either an entirely new printer ASAP or for them to send me a certified replacement part as well as a refund for the replacement part and expedited shipping.

Business

Response:

Dear Mr. [redacted],

Review: I have had nothing but problems with my DaVinci Jr. printer and with this company since the day I bought the printer. The problems have ranged from the nozzle constantly clogging/nothing coming out, to the work not sticking to the print bed tape, to the filament guide tube connectors failing. Their customer service is an absolute scam. There is a phone number on the printer, but whenever I call that number I get a recording asking me to leave a message so someone can call me back. I have left numerous messages and so far no one has called me back. In fact, if you check their online customer reviews, that's a very common complaint amongst many of their customers. They offer online online customer support through their website, however when I use that site, all they do is ask me the same questions over and over again, and I keep having to provide the same information that I've already provided earlier in the thread. After weeks of going back and forth, they finally sent me a replacement filament guide tube connector. However, they refuse to address the fact that even with a working filament guide tube connector, the printer still simply does not work. At this point, I don't even want the printer anymore. The only thing I will be satisfied with is a full refund of the purchase price plus the tax.Desired Settlement: I want a refund.

Business

Response:

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

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.

Review: I received a printer from this company on 11/26/14. It stopped detecting the cartridges (I tried 3) on 12/2/14. Since that time I have had 34 contacts with their technical support with no resolution. Their advice ranged from redundant to impossible to delaying. Finally on 1/7/15 the agreed it might be the printer and I should send it back. But, I was informed that their 30 day RMA free shipping had expired, so I would not issue me a call tag.Desired Settlement: I would like a refund since I have no confidence that this company can handle the slightest of issues concerning their products.

Review: I purchased a Da Vinci 1.1 from a retail store. The unit is 4 days old and has had issues from day 1. I checked for software updates and firmware updates tried changing settings in the provided software. Nothing I did really mattered. On day two of using the unit it seemed like it was falling part. On day 3 the unit completely stopped working. I tried to return the unit for a replacement and the retailer said the company will not take returns from the retailer. In turn the retailer will not take a return from me. I contacted the manufacturer to see what can be done. They are no longer answering my email or giving any guidance on what I can do to test or repair. I feel that this company is taking money for defective products and forcing people to keep them with no way of return or refund.Desired Settlement: I would like what I paid for. A brand new, working unit. I did not pay for a defective unit or even a repaired unit.

Business

Response:

Company will get the unit for checking under our expense to diagnose the root cause of his issues.

Review: Usage of Printer: 2 months

Purchased on: 12/31/14

Warranty Lasts: 1 year under product registration

What Happened: After 177 hours of printing on the Da Vinci 1.0, the glass bed cracked on multiple areas of the heated glass bed. I contacted XYZ Printing's technical support and was asked to email the invoice, pictures of the damage and my full address. After sending the info, I waited 3 days to have them reply back and say that they could not give a free replacement because I did not purchase my printer from a valid retailer, but I purchased it through [redacted] shop, and [redacted] is a valid retailer. Lorna from customer support asked me to send the info, and [redacted] from customer support replied saying they could not do the free replacement.

What I would like to happen: I want a free replacement of the heated bed sent to me by the company asap.Desired Settlement: What I would like to happen: I want a free replacement of the heated bed sent to me by the company asap.

Business

Response:

Hello,

Review: I ordered three of the Da Vinci Printers from XYZ Printing through Studica. I have had lots of problems with all three printers but the worst problem has been with the 2.0 printer. The first one never worked. They wanted me to send it back for repairs. I told them I did not want it repaired, I wanted it replaced. After almost a month I finally received a replacement printer. Upon conducting my first print, the belt assembly completely fell apart rendering the machine useless. It is now another three weeks later and they want me to do the repairs myself and the instruction they have sent do not address the issue. I have invested almost $1800 of Public School Money in products that do not work properly. One of the 1.0 printers continues to melt the items it prints) and they customer service takes forever to respond and when they do it is generally and unacceptable answer. I have copies of the transcripts of my contact with "Customer Support".Desired Settlement: This was purchased with a P.O. through Studica and I want my money back so I can invest it in equipment that actually works.

Business

Response:

Hi [redacted],

Review: I purchased this $600+ 3d printer on 1/16/2016 and have had nothing but problems. The main trouble being their proprietary filament which cost $27 per roll of which I have 2 defective rolls. I have reached out to their support via their website and they just give me the run around, they've asked for pictures of the product, receipts, etc and I have complied. However, they take more than 1 week to get a response out of and each time they just request the same stuff over and over which I already provided. I spent a lot of money on this printer and they have zero customer service. I want my money back or a new printer plus 2 rolls of filament to resolve. That is the least they can do for refusing to stand behind their warranty!Desired Settlement: Replace the defective printer and both (2) rolls of filament. Printer model is DaVinci 1.1 plus, filament is 1x roll white ABS and 1x roll Black ABS.

Business

Response:

XYZprinting will replace the 2 cartridges but we need to get the old one as well for our checking and testing.

Review: I have two complaints. I have a DaVinci Duo 2.0 printer. Purchased end of May/early June 2015. Printer has worked fine until the end of Jan 2016 in which I had a temperature problem. Spoke with XYZ tech regarding this issue and after several days of back and forth, new heating elements were sent to me. This did not fix the problem. Explained the new situation to XYZ customer service with no response for days. The machine has an option to do a factory reset on it. I did it and then went and installed the newest software again to the printer. During this process the software did not complete on the install and now the printer has two black bars on the screen. Nothing else is wrong with this printer, it just needs the software installed. I've been asked to send the printer in to service. I did not retain the original packaging so therefore they have voided my warranty. I spoke with [redacted] the Tech support manager and asked if they could send me the circuit board with the software on it to me. He told me no I would have to send him mine. To make a long story short it got to the point that he would send me a circuit board and if I did not return my circuit board in two days he was going to charge me $83 for the circuit board and SUE me. That's when I asked to speak to his boss and he told me he reports to the CEO.

This printer was purchased for $600. It would cost me over $150 to ship it. I use this printer for a small business and have now lost that business because of the machine being down.

I have emails stating that XYZ has voided my warranty but will not tell me specifically what it is voided for.

I've even asked if they could send me a lesser version of my printer. DaVinci 1.0 which sells for $349 shipped from [redacted]. I have received no response. They were allowing people to void current warranty and purchase a discounted printer in Dec 2015 and keep theirs. At the time mine was working and I didn't need another printer.Desired Settlement: First I would like to have a working printer. I'll settle for a DaVinci 1.0A or a refurbished Duo 2.0 or a demo model. Something so I can produce parts and gain sales. If that is not possible then refund so I can apply money towards a new printer from a different manufacturer.

Second I have never been threatened by a Company for a problem that I (the customer) was having. Threatening to SUE me was unnecessary. The tech manager [redacted] needs to be sent to training on dealing with customers. This has left a bigger impact on me than any of the other emails or conversations I've had with XYZ.

Business

Response:

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]

Review: Purchased a Da Vinci Jr 1.0 3D printer from [redacted], with 31 spools of filament.

The printer worked for 2-3 weeks, then while printing a previously successful file, the machine froze (stopped moving) but continued to produce plastic. The extruder then filled with plastic and stopped working correctly.

I filed a trouble ticket via the XYZ website, and was told I would receive a phone call from a technical support agent "Please note that one of our tech support agents will call you on Monday 12/21 at 6 PM MST".

After canceling plans to make sure I was available for the call, no phone call was recieved. I submitted a response to the already open ticket to advise of my dissatisfaction for no phone call made as promised.

No response.

I called the customer service number provided on the printer, and was able to talk with a representative. Understandable, the lady who I spoke with did not understand the situation with the printer, and asked if I had submitted a ticket. After providing her with my account information so she could do a search, I was placed on hold for 1-2 minutes, then hung up on. I attempted to call back, but the call went straight to voicemail.

I attempted to call back a few times, in the chance there was an issues with the phone line, however when I was able to get through, I was immediately hung up on.

This product is still under the manufacturer warranty, as it was registered after purchase.Desired Settlement: I would like a replacement extruder module assembly to replace the damaged part provided with the machine.

I would also like 2 replacement spools of Filament (any color), to replace the rolls wasted on failed prints due to machine error and damaged extruder.

Shipping will be provided free of charge.

Business

Response:

Review: Company actively advertised on its website that you would receive a free watch giveaway with every printer purchased. This was located in two different places and the exact wording was "Free XYZ smartwatch and SmartBand giveaways for every 3D printer and 3D scanner bought"

No where does it ever say, even in small or * text that this was not avail if you purchased a printer at a discount. Also no where in the terms of purchasing a discount printer does it say that it could not be combined with other offers.

And here is the promotion terms for our Da Vinci Pro exchange:

Please read carefully as the following terms and conditions apply:

• ?This exchange promotion runs through 12/15/2015 and is limited to our online store in the United States.

• ?As of November 2015, this is an offer for the pre-order of da Vinci 1.0 Pro 3D printer. The da Vinci 1.0 Pro will be available to ship and officially released in early December. All orders will be fulfilled on a first-come-first-served base.

• ?The ‘exchange’ offer applies to existing users of the following models: da Vinci 1.0, da Vinci 2.0 Duo, da Vinci 1.1 Plus, and da Vinci 1.0 AiO.

• ?Must present proof-of-purchase AND register your old XYZprinting printer on us.xyzprinting.com to redeem the offer. One set of serial number and proof-of-purchase provided qualifies you for one promotional offer. Once we verify your serial number and proof-of-purchase, we will send you an email with the promotion link. The link will be valid through 1/31/2016.

• ?We do not require you to send your old printer back, however, by entering the promotion event, the warranty term of your old XYZprinting printer will be null and void regardless how long the remaining warranty term is. This does not affect the warranty term of your discounted new da Vinci Pro printer.

• ?The warranty term cannot be reinstated once the promotion link is activated. Even if you decided to return your new da Vinci Pro printer afterwards.

•Desired Settlement: I want delivery of the watch as promised by their advertisement.

Business

Response:

Dear Revdex.com,

Review: I purchased The da Vinci Duo 2.0 in march of 2015 and it worked great for for 45 days. Then an automatic update happened on the software and ever since then the printer has failed to recognize the cartridge. The same cartridges that were working just fine before. The printer will still print the built in keychain sample but the software says the cartridges I recieved when I bought my printer were un verified. Since then I have been communicating with their awful tech support. Provided screenshots, tried downgrading software. There has been 45 emails between us with no solution, they refuse to exchange my cartridges. Also, I had a scheduled phone call set up for a 2 hour timeframe and never received a call. After just being tired of this and wanting to use it again I order a new cartridges that two 14 days to arrive. I had to call and speak to someone since daily my arrival time moved back for a week while sitting idle in the distributor's hands. Finally received the cartridge to only to find that it is also not recognized. However the serial number is being read by the machine and communicating the cartridge info to XYZ where it should be verified but isn't. Honestly I am beyond regret at this point and just want others to know this is an awful company that anyone should stay far away from. They are refusing to reimburse me for the printer that doesn't work, or exchange the cartridges that no longer work in the printer I bought as a package from their website. Also the new cartridge I received today from their website also isn't recognized.Desired Settlement: At this point I would like my money back, plus the money for 3 cartridges. When this machine works, it works as advertised, I haven't claimed that it has not. But through their actions of faulty software updates or data registration mismanagement which they put in place after my purchase I feel as though the product I purchased is not what I currently have. I have patiently and impatiently been bounced around tech support with no solution in sight after 6 while the machine I purchased has sat unusable. I feel this entitles me to full refund including shipping cost. This is a fair outcome but I know it will not be met or responded to or flat out refused. So my true desire is for your website to a create a rating beyond "F" and usher in its first member. Hopefully saying someone from my path.

Business

Response:

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.

Review: XYZPrinting refused to and has not properly warrantied its product during its first 90 days of ownership of the Da Vinci 1.0 Brown Printer That I have and received during Christmas for which they have the receipt for showing proper ownership. When I tried to get help every since Christmas, their phone system wasn't working for over a month. then they went on vacation and were back to February. Completely ridiculous. Look at the help tickets. It is noted there and I still have the voice mail of them explaining their problem with their voicemail system. Thats 2 months right there of no warranty support at all!! Then there is nothing but going back and forth in the help ticket where nothing works.

All steps by their technical department have been followed to no avail. And the printer has gotten worse. Print quality has been poor. Printer will not calibrate and has also has difficulty finding its way back to home zero when powered off and back on (error 30). None of these facts are in dispute. I think there is an inherent design flaw or these or pieces of junk. Either way I want the new blue 1.0 which is the replacements for the brown 1.0.

According to all of the complaints received by the Revdex.com and as witnessed by me it appears to be a pattern with XYZ Printing to run out the warranty by going back and forth with the user to use up the warranty period so the user has to pay shipping and then pay for parts that by all rights they shouldnt have to since it was reported in the warranty period. This may be a case for the Attorney General as a class action lawsuit if they continue to be totally unreasonable; however lets try this last step. All of the BB complaints have a common thread. Once the consumer sends it in and then gets it back a month later, they "break again" shortly after receiving them. It is no wonder why they have an F rating from the Revdex.com. The support ticket number is Ticket [redacted]Desired Settlement: They need to replace the brown DaVinci 1.0 3D printer with a new blue update version of the DaVinci 1.0

Business

Response:

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.

Review: I purchased an XYZ Da Vinci 1.0 3D Printer from XYZ Printing in July of 2014. Six months later, the heated glass print bed, an integral part of the machine, broke due to uneven heating of the machine. All protocols were taken as advised by XYZ in their manual. However the glass still broke due to a large gouge being cracked during printing. I called XYZ and after numerous transfers and a poor connection, I was informed via email that since the printer was sold more than 90 days ago, specific parts such as the print bed and extruder would not be replaced. They recommended I purchase a new part at $60 plus S&H at my expense, though the parts are constantly out of stock by XYZ (presumably due to the need for frequent replacement by customers).

Selling a customer a product with sub-par materials that are prone to fail after a short period of time, and then forcing them to purchase replacement parts to keep their machines running as advertised is unethical and a poor business practice.Desired Settlement: I would like XYZ to send me a replacement part at their expense.