I see a lot of posts about how unsatisfied people are with Creality customer service, so just wanted to share my own, positive experience.
If you’ve read other threads you’ll know I’ve had more than my fair share of extruder clogs. Since a few of these were from softened PETG being drawn back up into the gears, when cooled they were and absolute pain to remove and damage had occurred to the extruder housing.
I explained all this to the “CS” email address and that I was worried the damage may make the likelihood of clogs even worse.
At first they came back to me with a list of links to more detailed explanations of the error codes I’d given them. Though I didn’t think this was particularly helpful at first, I read them all and noticed that each one said “indicates a clog in the extruder”. I emailed them back and they said could I provide a video of the clog with closeups of the damage to the housing.
Obviously I hadn’t thought to record video of the prior clogs, but as luck would have it my machine provided a “shredded filament” situation the very next day.
I took photographs rather than a video, sent them back to the CS email address - and bingo, they have agreed to send me a replacement extruder assembly, which should arrive in 10-15 days.
I think this was as good a service as can be expected. I wish we lived in a world where no one ever falsely claimed for something, so that the “evidence” photos weren’t necessary, but the plain and simple fact is we do not. I think Creality did as well as could be expected in the circumstances.