I sure hope that Creality is monitoring these forums.
Their support, if you can call it that, is the absolute worst in the world. The worst support for any product I have ever dealt with! They should be ashamed of themselves!
My machine arrived missing the TF card. I sent them an e-mail and 2 days later they replied asking for a picture of it! A picture of a missing part!! How absurd!
It takes them days to respond and generally offer no assistance to those suffering issues with the machines.
They need to hire a US / European Service Manager that knows what the hell they are doing and open up a call center staffed with real engineers who know the equipment.
I think their equipment is decent, but their support SUCKS!~
Could not agree more. Never have I experienced such non-support, ever.
Just tried to install Creality Nebula Smart Kit and the instructions, if you can call them that, are wrong. Sent in an issue yesterday and it stil has not posted.
When I first received my Ender 3 Max Neo I had a question which took them 6 weeks to reply to.
If they want to stay at the top they better hire some good US based people that know what they are doing.
Hello everyone, I’m Optimus, the administrator of this forum.
A huge thank you to all of you for your comments and for your expectations of Creality. I regularly keep an eye on this forum—except when I’m on vacation or traveling for work. I’ll do my best to pass your feedback to the relevant teams.
Feel free to continue discussing any topics here. Some issues may not be resolved immediately, but I’ll do my best to make sure your voices are heard. Thanks you.
But if you have any questions about Falcon products, it’s best to contact them directly at https://www.crealityfalcon.com/. Creality and Creality Falcon are actually separate companies with different teams.
Hi there, I’m not part of the product or software teams, so for specific questions related to those areas, I need to check with them first and get back to everyone once I have an answer. That feedback form you’ve been using was something I specifically requested them to create so I could share it here, making it easier for everyone to directly communicate their concerns.
I can confirm that the team regularly reviews the reported issues, though there may be some delays in addressing them. They’ve mentioned that some bugs, which may seem obvious to users, can actually be quite complex to fix in the code. After making changes, they also have to go through multiple rounds of testing to minimize new bugs. That said, we truly appreciate all your feedback and the expectations you have for us.
As for compatibility, from what I understand, versions 5.0 and above are mainly designed for multi-color printers. Besides multi-color support, they’re also optimized for some of the newer models. The priority is to ensure compatibility with these machines first, and once that’s done, there will be further plans for broader support.
Thanks for your suggestions, I will report back with them.
However, we were on Chinese New Year holiday from the end of January until last week, and only kept limited responses during this period. They should now expedite all responses from the previous two or three weeks of vacation. Thanks!
Could you please inform us as to what part of the Creality team you are working within ?
As you may find else where posted within this forum, “members here are not really interested in filling out a multi page form” to ask assistance or put a suggestion across or to make an observation .
What is greatly needed on THIS “Creality’s own forum”, is to have an active member that is on the forum EVERY day and takes the information they have gathered to the appropriate staff within Creality.
At which point, that “active member” can daily get back to members of the forum to let them know of updates they have so far.
Added, the person selected to said task, should also be fluent with addressing problems with 3D printers.
I work in the Branding department at Creality, handling branding-related matters and managing the Creality community forum.
I understand that filling out forms isn’t the most popular way to communicate, but for now, it’s a compromise, even though there’s room for improvement. If anyone is willing to gather feedback from the community, I’d be more than happy to pass it directly to our software development team.
Some developers have now joined our forum, and I’ll ask them to check in and read the messages whenever possible. However, since they’re quite busy, I can’t guarantee anything at this stage.
We still encourage everyone to share their thoughts in the forum community!!!
Creality seems to have been completely ignoring the Sonic Pad. Can’t access it via Creality Print at all. No firmware updates. No access to multiple cameras. Is it a dead product now?
Today, I advised all my business partners and community members to avoid purchasing Creality products and instead consider alternatives like the QIDI Plus 4. I initially chose the K2 Plus for its larger print size, but I am deeply disappointed that the machine arrived DOA and, despite three weeks of effort, I have been unable to get any support from Creality. In contrast, QIDI provides excellent after-sales support, and their printers consistently deliver outstanding print quality.
I just heard back from the software team that they are planning compatibility with Sonic Pad. The process will begin when CP6.0 is more complete and stable.