Hi everyone,
I’m posting this out of sheer frustration and disappointment with Creality’s customer service. My Ender 3 V3 CoreXZ is still well within its guarantee period, but getting actual support has been a complete nightmare for over two weeks now.
The Hardware Issue: My printer suddenly started shifting layers and eventually stopped working entirely, throwing Error Code 2022. Upon inspecting the machine, I found the physical root cause: the threads on the frame piece where the screw holds the rollers are completely loose/stripped. Because the rollers cannot be secured to the frame, the printer shifts and ends up hitting the limit switch on the frame.
(See attached photos and video for the exact issue). VIDEO Ender 3 V3 Core XZ Error Code 2022
The Customer Service Runaround: I reached out to support expecting a straightforward warranty claim for a defective frame. Instead, I’ve been bounced back and forth between different agents who clearly aren’t reading the ticket history:
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Agent 1 acknowledged the problem and said they would send me a new replacement frame. Great! But then…
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Agent 2 completely ignored the promised replacement and told me to “follow the Wiki” to troubleshoot the error code. I can’t run standard software/sensor troubleshooting when the physical frame threads are loose and the rollers won’t attach!
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Agent 3 then stepped in and proposed that I use super glue on the screw and the metal frame to secure the piece.
I am absolutely baffled. Why is official support suggesting I super glue a moving part on a metal frame for a machine that is under an active warranty?
I am at my wit’s end trying to get the replacement frame that was originally promised. Has anyone else experienced this kind of runaround, or does anyone have advice on how to escalate this to a supervisor who will actually honor the guarantee?
Thanks in advance for any advice.
