I just wanted to ask fellow members of this forum who own a creality product and had to interact with support, how long did it take them to redpond?
I have a K2 with dead extruder motor and heatsink fan problems since January 13th.
Used online chat, the agent told me that they’ll contact me via email. 2 days passed without any communication from them, so I sent an email and I got a reply 2 days later where they asked me for video showing the problem and some info.
Same day I replied with what I was asked to provide and again, nothing from them. I tried whatsup, nothing there as well besides the canned auto replies.
Now Chinese year is starting…
Wow…
P.s. excuse my ranting, I just wanted to get it off my chest.
They have been fairly responsive to me via emailing cs@creality.com but I have given up trying to get official support after being ran around trying to diagnose the same things in the same email chain a third time.
This is exactly the same runaround on my K1C issues. I created videos as they requested but now it’s their Lunar New Year so nobody there until Feb 5th. Then I’m sure the backlog will take them a week to recover. They seem to only deal with symptoms and try to pass the blame. Meanwhile my K1C is inoperative.
Thank you Rob and I appreciate your input, but this issue has been since January 13th with no response from their end, even to inform me about the holidays (which didn’t start on January 13th )
My Bad … Yes that is a long time …
My Support was with in ~4 Days when I had Problem with My K1C …
and solved the Issue(s)
But after the “Party” I’m sure they will Help you out.
I believe that they have been “missing in action” for quite a while, as response is extremely slow – if they actually reply, and there has been no resolution (or a statement that they are working on a path to resolution) to firmware and hardware issues that several end users have posted on the forum.
I am also waiting on support to return after the new years holiday so they can send out a replacement part for my bricked printer (strain gauge failed).
Even before the holiday though it was usually a 7-10 business day turn around between emails.
So your experience is not unusual but if you hang in there they’ll eventually get back to you.
Thank you very much for your feedback.
It’s so pathetic me saying: “it’s good to know I’m not the only one”, isn’t it?
Is this how a company should treat its clients?
Imho, when I spend a significant amount of money (let’s say over 1k), I expect a more professional behavior from the manufacturer, nowhere near the “never mind him, he’s a diy grease monkey” attitude I’m experiencing with creality.
Kindness and politeness are not unlimited (and shouldn’t be taken advantage of). It won’t be long before I’m forced to claim my EU consumer rights and I advise everyone to start thinking the same…
K2 Plus is not a voron kit where I’m purchasing the parts and I’m responsible to make them work as a whole. K2 Plus is a product. It’s not a kit, it’s not a kickstarter, it’s supposed to work. When it doesn’t (as it happens with production lines), support should kick in and warranties should cover the faults. When the manufacturer fails in all of the above, then…
The support team contacted me today, around 12 hours ago, via email.
They apologized for the delay in their response and asked me if it would be ok to send me as replacements an extruder with the motor and a hotend.
I replied that it’s not me who should know if it would be ok and that all I want is to have a working machine again. I then asked what comes next.
I don’t know if they have scheduled a shipment with the spare parts or if they were waiting for my reply but I thought it would be fair to set the record straight and document everything in here for all of us to see, good and/or bad
Hi, I have the same experience more or less. That kind of support is new to me and also a bit weird. But the most annoying thing is the long response time. For me this is in general unacceptable considering the price level of the printer.
I had a problem with a filaments sensor on an Ender about 2 years ago. I never got a response.
I had another problem with a missing part when my K1 was delivered (only a screw for the door). When I reported it they would not proceed with the case unless I sen a video of the problem happening. Video of what???
I have a very BAD experience with them. Since December I have a broken printer (never print once) and it took days (see weeks) to answer. I sent several videos and comments. Finally they decided to send me a new screen (when I explained that the problem is mainboard) and after few weeks they asked if it work. Not even received the screen. Then they realized that was NOT sent because is NOT in stock. Now I still wait next comm. with them to see what excuse will find now. THE WORST EVER CUSTOMER SERVICE!!! And by the way, when you buy from them it say “Worry free warranty”, ya, for them because for us it took months to been resolved.
Yep! They are giving me the same treatment!
MIA
for the past two weeks – I am trying to contact them via email – ZERO RESPONSE
I have a brand new printer and the host board broken – printer new power up yet!
Ditto. My K1C was inoperable when it arrived Dec. 23. It would not initialize and they deduced it was the hot bed that I needed to repair. I discovered one of the power leads wasn’t even connected and the screw was loose. This indicates my unit was not QC tested before it left the factory. I corrected their fault, took a photo and used it Dec. 28. It started to fail with the extruder going out of synchronization after about 8-10 minutes. They wanted photos, gcode and even a video, forcing me to waste time and filament. Then Lunar New Year hit and they really went MIA! Last they asked for my motherboard’s serial number, but that was a week ago! More wasted time on my part to solve their problem (under warranty?). I have given them in China and Creality Canada an ultimatum - Repair, Replace or Refund. They’ve gone as DARK as my K1C.