We were incredibly excited to get a Creality CR-Scan Otter, but the entire experience has been extremely disappointing.
We initially contacted Creality to ask whether they might support our special-needs awareness work through our 501(c)(3), either with a donation or discount. We never received a response—not even a simple “Sorry, we’re unable to help.”
Thankfully, another sponsor generously donated the money so we could purchase the scanner ourselves.
The Otter arrived about 10 days ago, and it has not worked a single time. We contacted Creality from day one, but we are still being told they cannot send a replacement or issue a refund until technical support confirms the problem.
We have already:
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Sent screenshots showing the issue
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Provided our computer specifications
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Recorded a video proving that Windows recognizes the scanner while Creality Scan does not
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Tested it on an Alienware M18, two additional Alienware computers, and a Dell XPS
The scanner was not recognized by the Creality software on any of them.
Even after providing everything they requested, we are once again being told, “Please wait another 24–48 hours for someone to respond.”
At this point, this is ridiculous. This is a brand-new scanner that has never worked, and we should not have to spend nearly two weeks proving the same problem over and over just to receive a replacement or refund.
Has anyone else experienced this level of difficulty with Creality support? How long did it take before someone actually resolved the problem?
OH! Yes! We did pay the extra $14.99 for “Worry-Free Purchase,” but they claim that doesn’t matter and support still has to confirm. They won’t just let us return it. 