Ender V3 and Creality's Poor After-Sales Support: Need Advice

[Garabatos]

I have registered on this forum and decided to write to share my experience with Creality’s after-sales support and the disappointment I am having with them. I also want to share my experience to see if anyone has had a similar situation and managed to solve it.

You see, last Christmas my partner gave me a “Creality Ender 3 V3 SE.” It’s my first 3D printer, and I was very excited about it. Along with the printer, my partner gave me White PLA filament from the same brand. Using this material and the tutorial in the instruction manual, we did the calibration and printed the first test piece. And that’s where the problem started: something went wrong with the first piece, it printed badly, and that caused the heated bed (BEDHOT) to break when removing the piece (photo attached).

We immediately contacted the warranty service, which took days to respond, but after a couple of weeks of emails, they accepted the replacement of the part because it was indeed covered under warranty. And that’s when the ordeal began: the part they had offered us never arrived, and after waiting patiently and sending several emails asking, they provided a tracking number that had expired and indicated that the part couldn’t be delivered due to an incorrect address.

Every time we contacted them, either they didn’t respond and we had to send another email, or they took weeks to reply. In the last email, we seriously threatened to report them, and they asked us to be patient, saying the part was out of stock and they would send it as soon as they had replacements. That was two months ago. Today, we received an email stating that our warranty ticket is “closed,” but we are still waiting for a response to the previous email telling us whether they had sent the replacement, and of course, for the part that should have been sent to us four months ago and we still don’t have. In total, we have sent about 12 emails to inquire about the process and have only received responses to 8 of them.

We are very sad and angry with Creality. No brand has ever treated us so poorly, ignored our emails, and failed to honor the warranty. We are considering filing a complaint with the European consumer authority, but not knowing exactly where the company is registered in Europe makes it complicated to start the complaint process.

Can anyone help us? Have you had a similar situation? Thank you for reading this far and for trying to help.

[amberhelios]

To be honest I’ve always had good experiences with the support. They take time but that’s due to time differences.

The bed pulling off is a common problem on the steel spring bed it will happen again. I got the cheap gold pei sheet off Amazon for about £16 and never looked back

[Garabatos]

We have waited up to a week between emails due to time zone differences, but many times they didn’t respond.

Regarding the BEHOT, I didn’t think it was such a common problem, but thanks for the information; that way I won’t be surprised if it happens again. The fact is, I can’t understand how a relatively cheap part has caused so many issues to get it replaced under warranty, and they still haven’t replaced it. Honestly, I will never buy a Creality product again. It’s a shame because the printer works well, but I don’t want to buy an expensive product from a company where the after-sales service has been so poor.

I would like to file a complaint with the European consumer protection agency, but I don’t know where the company’s European headquarters are located. Does anyone have any information?

Thanks!

[Dick_F]

I was also having some issues earlier this year with slow responses from customer service via email. I ended up using the online chat with the Creality Store where I purchased my printer and they were able to have customer service get back with me on the issue I was having. After that it was just a bit slow as there was typically 24 hours to get a response due to time zone differences. While slow, customer service has always resolved my warranty issues.

[Garabatos]

Oh! The online chat they have on Facebook really worked!!. I contacted them through Facebook and I have already received my BEDHOT, 6 months later, but at least the last dispute in the online chat service gave good and fast results. I advise anyone in a similar situation to use that method instead.

[Bonfireman]

My original PC print plate also had a chunk taken out of it, PLA just sticks to well to it, keep it as a spare. Replace it with a PEI plate from Amazon 235x235mm size is what you want, textured one side gloss the other. Will take a little practice to get proper bed adhesion but once you have that trick mastered it should print day in day out. My V3 SE is rarely not printing something, quite the workhorse once you get it tuned in. There may be a few tweaks that you could do to optimise the machine, just ask away.

[Simon_McCollJones]

Did you wait for the plate to cool down? It releases itself from the plate at about 30deg. if i use tree support, I will snap it of at about 45 so the support is easier to remove.