From a loyal customer to a very p_ssed off, soon to be a non-customer. Hopefully, Creality will learn that providing poor technical/customer support won’t grow a business and at the end will find out it costs more to under staff then it does to properly staff support/CS/TS staff.
I started 3D printing with a Ender 3 v2, 3 s1 pro, and 3 Max. I loved the printers and didn’t need much technical or customer support. The times I did it was slow but luckily the community is so big I could always find the what I needed from it.
Now I have a contract to produce 26,000 pieces from a design I created for a company. Creality has been good for me and the new K2 printers looked like the next best thing. I ordered 2 K2 Plus Combo printers in June, ‘26. Initially I loved the printers. I could create 50 parts per build plate and kick out 300/24hrs. All is good.
Within 2 weeks one printer had a blob of death. I was disappointed because the advertising stated “Advanced Intelligence has your back”, and would have thought that means the cameras would at least identify and message me of the spaghetti even if it didn’t stop the print. But no, it didn’t to find a huge blob. I created a support ticket for removing the blob and why it didn’t identify the spaghetti. No one one contacted me in any form. The ticket was removed and closed without a single response. I mentioned it in the forum and a person had the same problem and told the AI couldn’t stop a print and could identify the spaghetti but couldn’t do anything. Talk about a blatant advertising lie.
I got the blob out and went back to printing.
Within a couple of days the printer started slamming into the walls of the printer and produce 5+ error codes. CMS stopped working too.
The same day or the next morning the other printer started doing very similar things slamming into the walls and a bunch of error codes. Because of the number of errors, I didn’t know where to start.
I went to create a support ticket and when trying to submit it, I would get an error response. This was very fitting with this experience. The next day I started chatting with a human and told of the problem. she said she would escalate up to senior tech support. She did create a ticket I couldn’t submit. No responses the next day.
Day or two