I told your customer service this issue in December 26, she told to how to locate the problem the next day. So I opened the machine, took some pictures for her, and then we found the peel motor failed entirely (it’s not detached but connect to the tray holder firmly, see the picture I attached). She promised either to ship me a replacement motor plus instructions for installation, or a new machine.
I live in Taiwan and since you don’t ship to Taiwan directly so it’s so hard to get a Form 1 printer. I ordered this machine and ship to a address of my friend living in Texas and he help me to ship it back to Taiwan by Fedex, which cost me US$260. Having it fail in just minutes after unboxing it is so frustrating, so hearing that you will send me a motor or new machine gave me some relief. But things would not go so easy.
Since it was the holidays so I waited till yesterday (such a long waiting). For some reasons she passed my case to another guy suddenly and this tough guy read your return policy like a robot and told me to send the machine back, after you make sure this machine is real failed then you will send a new machine to my friend’s address in Texas. GOD! I can’t believe my eyes!! That means I need to pay another US$260 x2 = US$520 for the returning!!! And another month (or longer) for waiting!!! And I didn’t even do any printing!!!
Is that what your customer service policy do? Promising a poor customer whose machine fail after unboxing that he will get a new one, then retracted and told him to spend a lot more money sending back and wait for a replacement?
We‘ve bought a Leapfrog 3D printer and get it fail in a month, their customer service send us a whole new machine immediately (with much expensive shipping fee than the Form 1)!
Formlabs is famous for your customer service, so I can’t believe that you made this kind of solution. I don’t understand why you can’t ship to Taiwan by Fedex or another way, it’s not so hard, right? This fail machine is due to your quality control so you should solve it because it’s a whole new one with full warranty. It’s your responsibility and you should not ask a customer to take such a great loss of money and time to get a function product which should belong to him for the first time. This is a customer’s right covered by your customer service policy, isn’t it?
I spent US$3,360 for this machine and $585 for another accessories (2 bottles of resin, 2 trays and 1 building platform) and now I get only a fail machine. Please don’t told me to spend more money to ship it back and come again.
Every time I saw a review of Form 1 on web, people talk about kinds of issues, but when they talk about your customer service, they always say “those Formlabs guys are awesome!”, I believe their comments and appreciate all the works you’ve done for the 3d printing world. I hope we can say the same words in our own review.
Acon Cheng in Taiwan
BETTER DESIGN Co., Ltd.