Unacceptabler customer service

General Discussion
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BEWARE OF THIS COMPANY. My company paid over $25k for the Formlabs 3L printer, curing station, washing station, and other items. The machine has less then 10 small item prints on it and it now fails several minutes into every print. We uploaded diagnostics to Formlabs and they were unable to identify the problem, so they said it must be the power supply. We purchased and replaced the power supply but the problem remains. Formlabs is now saying that it must be the motherboard, but they will not service the machine, and no third-party company can service the machine either, so they are recommending we trash the 3L printer and they are offering us a $2,500 credit toward another Formlabs printer. ARE YOU KIDDING ME. We have been scammed by this company to the tune of $25k. They are openly saying there is nothing they can offer to repair this unit that has less than 10 small prints on it, but they are suggesting that we BUY ANOTHER FORMLABS PRINTER. Why in the world would anyone buy another product with such a dismal experience with the 3L. I am looking into legal options I may have against Formlabs, but wanted to WARN EVERYONE NOT TO DO BUSINESS WITH THIS COMPANY. Imagine being a company, that manufactures a product, and your only response to a customer is that it has to be trashed after only a few hours of operation. I am pasting the email below confirming this to be true:

Hi Kyle,

Thanks for your note—and I completely understand wanting to explore all available options before considering a replacement, especially given how little use CrispDunnock has on it.

To clarify, we don’t have field service technicians who can perform in-person repairs for our desktop printers, even in the Los Angeles area. And in this particular case, because the issue points to a failure in the motherboard—which unfortunately is not a stocked or replaceable part—we wouldn’t be able to bring this unit back to operational status, even with in-house repair capabilities. I know that’s incredibly frustrating, and I wish I had better news on that front.

That said, I do want to make sure we’re offering a path forward that recognizes the time, effort, and investment you’ve already put into this machine. While the printer has been out of warranty since January 26, 2023, and we’re not able to offer a no-cost replacement, we’d like to extend a Loyalty Discount of $2,500 toward our Form 4L ecosystem.

The Form 4L is a major leap forward from the Form 3L—our customers are seeing significantly faster print speeds, stronger reliability, and major cost savings in consumables (for example, resin tanks are $249 instead of $299, and liters of Standard Resin are now just $75 vs. $149/L). You can read more about it here if you’d like: Form 4L Overview.

If you’re open to it, I’d be happy to walk you through the upgrade options or connect you directly with our Sales team to talk through what a transition would look like.

Let me know what you’re thinking—I’m truly sorry we couldn’t get CrispDunnock back up and running, but I’ll do everything I can to make the next step as smooth as possible.

Warm regards,

Britt W.
Formlabs Services

Your case number is: 01148606.

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Misread the post. My question is thus irrelevant.

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@kjrobell, thank you for sharing your disheartening experience with Formlabs. This is never the way we intend things to go. I’ve reviewed your case history, and I think we can work together to find a better solution for you and your business. I’ll use the email from your previous support cases to reach out and see if we can find a resolution for you.

You should hear from me within a couple of hours. Thank you again for the time you’ve already committed to having a working printer.

1 Like
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Kyle - I’m really sorry we disappointed you here. You’re in great hands with Jess, but please also feel free to reach out to me anytime if we aren’t on track to make it right. I lead sales and customer service globally for Formlabs. You can reach me at nick.graham@formlabs.com.

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Seems a little silly, seems to leave out that the printer was bought in 22, then you proceeded to only use it for 10 hours in those 3 years and seem more upset about a bad investment. I would think its more user error.

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The machine is out of warranty.
that part is self explanatory.

As for the motherboard not being replaceable, even in house. That sucks to hear. I’ve been in the same situation with other very expensive electronics.

The initial discount offered by customer service is more than Samsung offered me when my phone killed itself a month after my warranty.

Hopefully they get you set up with a refurbished machine or something.