how to contact support and get an answer ??

Flagship K Series Creality Flagship K1 & K1C
1

Hi,

I am using my K1C for less than 1 month

I use only CR-PLA and CR-TPU.

1st, in creality print, cr-tpu was not listed by default. As inam a rookie, i didn’t see that immediately. And my first prints with tpu were bad. I learned how to get better results.

CR-PLA is easy to print.

Now my k1c is 1 year ans 1 month old and very precisely, 1 month use because i unboxed it 1 month ago. I was very excited to have time and tonuse it for 3 weeks.

After 20 or 30 prints, it is broken, a lot a noise from extruder, clic clic… in retract or in extrusion step.

My last prints went to trash.

I didn’t know why. Printer is clean’ i clean the nozzle, ptfe tube is correct

I ‘ve rested with 215°C or 210, same

I change tpu, same.

So i create a ticket then a second. No answer, no email received. In creality eu, creality France, same no answer. In chat, same

I ask you a single question: how can i get an answer ? Facebook, youtube, insta, X ?

Because i didn’t know what is the problem, what is the cause of it.

Thanks for your help.

2

First word of advice; stop complaining and take proactive consumer action. Contact Creality and demand a warranty exchange. Then wait 48 hours, contact your credit card company and generate a dispute for a defective product on arrival since it’s within 30 days. You will have to keep your correspondence with Creality on hand to prove your case. For chat’s use screenshots.

Chargebacks may seem like the nuclear option but they will get Creality’s attention.

2 Likes
3

What @JoeFriday said, but I’d add one thing more. Creality support seems to respond to nagging. Copy them on the credit card correspondence (even if it is a phone summery) and send them an e-mail every 2 days.

I’m really reading between the lines here, but it seems to me Creality‘s first line of support is to hope you go away. If you are persistent, they realize they will have to deal with you. In my case I average around 3 -emails before we start making progress. Then they become quite responsive. Purely speculation, but I think once Creality realizes you are looking to do a chargeback, you will suddenly get great service, but you gotta kick them first.

3 Likes
4

Thank you for your help and advice.
Unfortunately, Creality has decided not to accept the warranty, stating that the printer is 1 year and 1 month old, without even checking when it was actually connected and used for the first time.
They then told me that I need to replace the hotend, the extruder, and the nozzle.
As a relatively new Creality customer, this is my perception so far: disappointing advice, little understanding, and questionable material quality.
I have printed around 10 parts in CR-TPU for drones and two spools of CR-PLA. And now I am being asked to pay around 100 € to replace several parts.
That said, what you wrote is very interesting. If Creality chooses to act with a more customer-friendly and fair attitude, then the situation could still be acceptable.

5

All warranties for any company goes by the purchase date, not by when you actually set it up.

Clicking is an extruder or nozzle jam. I would take apart your hot end and extruder and make sure there isn’t a tiny bit of filament stuck in there you missed the first time. Make sure the wheels turn freely moving them manually. Use one of those thin accupuncture needles and make sure it goes all the way thru the nozzle. TPU jams very, very easily and that is probably the issue you are having which isn’t a warranty issue anyway.

2 Likes
6

Hello everyone,

After fully disassembling and cleaning (nozzle, hotend, extruder, motor), I discovered the nozzle wasn’t tightened properly — I could tighten it by about two full turns — and there was no thermal paste. Instead of immediately replacing parts, I installed a new nozzle, checked the filament path through the PTFE tube, unwound and rewound the spool, lightly oiled the spool holder, and applied a very thin layer of glue to the bed. Prints returned to normal, including with two different TPU filaments.

On Creality’s advice I purchased roughly €100 of replacement parts. In the end the fault was due to incorrect assembly — apparently a quality-control issue — not a defective component. Support took several days to respond and asked me to replace everything, which nearly caused me to lose warranty coverage (logs show the printer only produced about thirty small parts and one 10 cm part).

Conclusion: the printer now works, but my experience with support has been very disappointing. It’s unacceptable to be pushed into buying parts without a solid diagnosis and to risk warranty expiry when usage has been minimal. This harms the brand’s reputation.

If anyone has had a similar experience or advice on dealing with this kind of issue with support, I’d appreciate your input.

Thanks.