Maybe I’m jaded by tech companies, but it seems that if you ship a product to someone paying over $1500 you should probably test the equipment before shipping. In my case, the CFS is DOA and just flashes red without a code, and the K2 doesn’t even see it. It does try to load the filament, but it never gets much past the buffer and then rewinds.
I can print from the spool, and the printer is awesome, but the CFS is garbage so far.
Support has demanded I show them my receipt, despite my giving them my serial number and shipping info, which makes me think they sent me a refurbished set, since the printer nozzle had green and red filament in it when I received it. Sure, that could have been them testing it, but they sure didn’t use MY CFS to test it.
I’ve got another 4 days. If they don’t resolve this and send me a new CFS, I’ll return the printer and become a Bambu customer, but I sure do hope someone from @CREALITY has the insight to see each K2 customer as $10-20K in lifetime business and not just this week’s quota.
I’ve had my K2 with CFS since Feb 25 and had to contact Creality about 2 issues,
On 24 April a short developed in the extruder motor wiring harness and got a response from Creality with 24 hours. Yes had to go through the, send us a copy of serial number and receipt, send videos and photos off problem etc. they asked me to try a bunch of other stuff first and It took 18 days to convince them of the problem and send a replacement harness. In the meantime I had repaired the short myself and it’s still working OK.
On July 25th my CFS developed a problem in that loaders 2 and 3 would not load (pull the filament in). Luckily loaders 1 and 4 still work. Since then I have had
16 email exchanges, 2 with videos and 3 with photos
Have been sent 6 new loader motors
A 2nd replacement loader daughter board, first one lost in transit.
All to no avail - have since spotted a crushed ribbon cable between the daughter board and the main CFS board and awaiting a replacement. The crush appears to be my fault due to careless reassembly after successfully tracking a CFS blockage.
Despite all this I think they are doing OK at trying to help.
Well, I can see your point, but I’m in the two week “honeymoon” where my rear should be warm from all the kissing to keep me from refunding.
They are taking 3-4 days per email round to get back to me, when it should be same or next day, and I’ve already told them I’m refunding if this isn’t solved on Monday. No excuse for shipping untested hardware, I don’t care where you live. @CREALITY , there are too many other options to be ignoring customer issues on new orders.
Ignore the guy who’s had the printer for a couple years so that I get a warm fuzzy and can imagine being a two-year customer. Right now, I can’t imagine being a one-month customer.
The other thing I don’t understand is why they don’t use their cloud service to diagnose my printer. I’m already connected, they can see me. Heck, they can probably print on my printer without my permission if they really wanted to, but instead they require me to send videos and pictures instead of jacking in and checking the firmware themselves.
I’d like to comment on this as well… You did have a bad start with creality. But I’d say hold on and wait for your parts patiently. I know it’s upsetting.
I am new to 3d printing myself, I bought a K2 plus two months ago and I’m sitting at over 20 days worth of printing. Close to 500 hours at the moment. If you keep it clean, regular maintenance, use the right lubricant etc this printer will perform for you. My CFS has been working flawlessly as well, it has put through 40 rolls now. (knock on wood)
Have to be honest…Support is generally slow and it can be exhausting (especially when they don’t answer for 2-3days)…but if you take your time, it’s a great support as they never abandon and keep trying until the issue is fully fixed.
Also, you can contact them via other platforms if they don’t answer to mails
(I generally use WhatsApp)
I agree, I had a CFS issue and although it took two months to resolve (most of the time taken up with shipping 4 sets of parts). I generally got a response within 24 hours and I did manage to resolve it See CFS probs - posns 1 & 4 work fine, 2/3 not loading - #27 by BoBL
Same issue here. They tried sending a 5-way Replacement. However that did not solve trhe problem. I have now 3 new Video showing exactly what you are talking about as well. Also same as you with the Ext. Spool everything works fine but the CFS system and automation is completely DOA. Pretty much ran out my return time and now with the 1 year Warranty for parts you can bet I am going go through every option they give me and take every part till it works… Probably will add up to a Brand New CFS they could have sent me in the first place but I will Take all the free extra parts until they see their mistake.
As a FYI, I’ve raised a number of tickets. My experience is using the mobile app, and keeping a chat open with a support operator is the only real way to get "useful responsive” support, emails just go into a black hole..
Via the Creality app, once you get to a human, ask for a ticket number, that way you can restart the thread without having to waste time on repeating the 20 questions. Just reference the ticket number and send new information/screen shots/videos shared via Google drive etc ..
I’ve had CFS parts replaced, extruder front cover, space PI dual circuit boards. Even R&D working on one of by bugs that trashed a nozzle & build plate (warranty PIE plate received).
All under warranty with minimal “getting through to someone useful” factor “issues”
I know it’s upsetting.
