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I recently ordered From2 by Formlabs, but there was critical damages found inside the printer, and I requested the claim to take it back and inspect the problem.

The crucial fact is that Formlabs did not take its responsibility to see how much damages it has and if it affects the functionality or not, by taking the broken printer back.

They just dumped this problem to the customer, as ignoring g customer’s claim.

They doesn’t care what the customer complain, making up an excuse as saying it is not available if has shipped overseas at the first time, and it looks a scratch on the cover the next time.

However the printer is still in NJ, the territory of United States, and the damage was found inside the printer not the cover.

They haven’t tried to figure out the damages whether it affects printer’s functionality.

Formlabs should not be in the market in order to prevent the future victim like me.

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1 Like
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Hey pleiadeschh,

My name is Sebastian and I run the Services team at Formlabs.

First, I am very sorry to hear that you had a bad experience with our support. This is not what we’d like to hear and let me try to make this right.

I was able to find your ticket in our system and can see that your printer arrived with a small crack in the cover. When a printer gets bumped around during shipment, those small cracks can happen and do not affect the functionality of the printer as they are simply cosmetic. Our standard procedure is to send out a replacement cover so our customers do not have to wait even longer for a new one to arrive and can start printing right away. This approach is simply a measure to save you time. Of course, if the printer would show any signs of defects, we will repair/exchange it for you right away. My apologies if this approach and the reasoning behind it was not made clear enough to you.

I will leave a note in your ticket and my colleague will initiate the return and dispatch of a new unit when she will get back in the office on Monday.

Again, my apologies if you felt that we have done you wrong.

I am sure that, once you have received your new unit, you will be very happy with the printing results.

Best,

Sebastian

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I repeatedly say that this is not a scratch on the cover, but the crack of the glass inside the cover.

I don’t understand why Formlabs keep saying this a scratch, not actually seeing the damage.

It’s non-sense, and looks they just don’t want to solve this problem by avoiding responsibility.

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Hi Sebastian,

I am the user of form1+, now I am facing an emergency, could you please help to contact your technical department? I will leave my Skype here, hope we can talk to each other very soon. Skype ID:winson-qi

Actually I am in China, it’s evening at my side now, i will be working during the whole night and keep online to wait for your feedback.

please also reach me at :winsonqi@126.com, if you want to send email to me.

Thanks

Winson

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Hi Leiadeschh,

Again, this was not us avoiding responsibilities but please accept our apologies if that was not made clear enough.

Our support team will take all the necessary steps for a return and will hook you up with a new unit when they get back in the office on Monday.

Best,

Sebastian

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Hi Winson,

I am sorry to hear that you have issues with your Form 1+.

Unfortunately we don’t offer support through Skype at this time.

The best route it to go through our submit a ticket page and follow all the instructions (especially the test print and documentation). This will help our team to quickly identify the issue.

Our team will then get back to you within 4 business hours on Monday (our support hours are 9am - 5pm EST).

I hope, this helps.

Best,

Sebastian

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Hi Sebastian

Actually I have checked the information in your web, but it turns out that it’s useless to me at this moment, nothing come out from the printing, so how could i print the test samples?

please if i could wait to next Monday I will, but the problem is that I need the samples next Monday, So I must fix it within this week, can you just help me out?

winson

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I’m surprised. Formlabs usually have great support and products. Never heard of any complains, except for the awfully long lead times.

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Hi, I like the printer produced by formlabs and everything goes well with it until now, I am just facing the problem with tough resin, I think they can figure out the correct way for me. But to be honest, I am really in an emergency, I need to fix the printer within this week to ensure to get the samples on next Monday.

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If only there existed some kind of website where you could pay people to print things for you…

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I thought that as well as using Form 1+ previously.

However they, especially service team betrayed my trust to them as handling the current problem.

They consistently reacted to avoid the problem by making an excuse each time, not trying to figure the problem out.

I made my mind to trust again Formlabs from seeing Sebastian’s answer.

I hope keep making a good relationship with Formlabs, and respect their value, but what I’ve gone through this time is not what I expect from Formlabs.