Yes, I likewise used PayPal and my bank told me to contact them as well. I plan to give Creality an ultimatum, that unless they act, that’s my next step. Thanks for your confirmation.
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I have requested a return and refund from Creality. Before taking this action, I spent over a month trying to resolve the issue with Creality’s after-sales support, exchanging numerous emails and responding to repeated requests for the same information. I feel that Creality is ignoring my emails, as it seems they are not properly reading or understanding the issue. Despite providing clear photos of the damaged area and specifying the required part for the repair, I received the wrong replacement part. After notifying Creality that I received the wrong part, we’re now stuck in an endless email exchange pattern. After multiple attempts, I strongly feel that Creality’s after-sales support is not meeting the expected service level, and I am now left with no choice but to request a refund.
First i needed a new extruder fan. Within 2 days i had a reply i needed to make foto and video and my purchase info. Then 3 days later i got a mail that the send me the ventilator. Then my extruder motor stopt working. Friday sent them a mail that the motor not working. Today Monday the reply. I need to make a video from the extrusion . Dont know why the response to me that quickly i read everywhere its slow and not good. The even reply in German i am not German its close(Netherlands) so now i reply in Chinese and English. I already have ordered a new motor because of al the horror i read here. I just wanted to share my good experience for now with the aftersales. Here is my mail to them maybe it can help anyone.
Hello.
After some filament got stuck. The extruder dont extrude anymore error code F02837.
1 there was a little peace of fillaments stuck removed it. (described at creality wiki)
2 cleaned nozzle (described at creality wiki)
3 wires al connected (described at creality wiki)
4 motor dont do anything when i try extrusion. There is no error code.
5 Is the anything i can do beside there is on the creality wiki ?
Purchase info…
Order number…
Update , today got mail back the sending a new motor. Response was within 24 hours.
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Ik zou uw ervaring niet omschrijven als “goed”. Zoals aangegeven, heb ik dezelfde runaround gehad en ben ik gedwongen om dezelfde bewijzen te leveren. Het is bijna alsof wij het probleem zijn en ze alles proberen om uit te stellen of te hopen dat we opgeven.
Na mijn ultimatum stemden ze ermee in om een nieuw moederbord en zowel X- als Y-motoren te sturen. Dus in plaats van hun probleem op te lossen, stuurden ze symbolische onderdelen in de hoop dat we de technische capaciteit en de wens hebben om hun verantwoordelijkheden te repareren. Het is een beetje zoals bepaalde autobedrijven die weigeren om garantie te honoreren totdat de auto uit de garantie is.
I think their understanding of English or other languages is lacking or else the translator looses the intent in the process?
I would not describe your experience as “good”. As indicated, I have had the same runaround and forced to provide all of the same proofs. It’s almost as if we’re the problem and they try everything to defer or hope we give up.
After my ultimatum, they agreed to send a new motherboard and both X and Y motors. So, rather than fix their problem, they send token parts in the hope we have the technical ability and desire to repair their responsibilities. It’s somewhat like certain car companies who refuse to honour warranty until the car has gotten out of warranty.
My experience with the support’s response to messages within 24 hours is positive. However, I am not really positive about the experience with a printer costing 1200 Euros at the moment. I don’t know how many printers they have sold and whether the issues with the quality of the parts are due to this or to the rough handling by delivery services. A fan that rattles should not pass quality control. The extruder motor is another matter, I can only form a conclusion about it once I have the replacement motor and see how long it lasts. If the motor fails again after 17 days of printing, there is definitely a quality problem. I have considered packing everything up and sending it back, and yes, I have. But the experience of the first few weeks made me decide to keep it. The large bed and the heated chamber are personally the reasons why I bought this printer. Personally, with a 3D printer of this size, I would prefer that they send me the parts rather than having to exchange the entire printer. Would I recommend this printer to others? No, wait for the K2 Pro Plus Plus S1 to be released. If you don’t mind figuring things out yourself and improving the printer to your own preferences, then it’s a good but expensive base to start with. From your point of view, I completely understand.
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