Creality

Order number: EU1JTF35729 K1C 3D Printer Combo Unicorn Quick-swap Nozzle Kit My client 3D printer arrived broken on 05/09/2024. At first he emailed for minor damaged (scratched glass panel from the inside), parts missing in the box and machine issues. (The customer provided pictures, and video for evidence) Machine issue: extruder cable hits the top cover of the printer forcing the top cover to lift up. Customer service requested the use of aftermarket mods from thingiverse to alter the main product. This shows Creality is aware of this problem, and yet decide to keep shipping this product in the current state, yet this problem can be fixed by making the top cover 1cm higher. The customer denied this solution for this reason, use of own materials and aesthetic reason, customer service did not give any new solution. He emailed within the day of the printer's arrival. He also mentioned a discount code that did not work on checkout, and provided evidence it was a recently received discount (only 4 days) Customer service did not ever reply after multiple emails on this matter. The customer shortly after send a new email were more bigger issues were made clear (09/09/2024) When trying to change 3D print filament the nozzle was clogged and the client noticed the threads from the nozzle were forced on the heatblock. He mentioned in his email that trying to put force on this part might damage the heat block and mentioned the wish to return the product (shipping label requested twice) for a refund and filling in the refund form that was included in the box. Customer service ignored this request (Video and photo evidence was once again provided) Customer service (Discord Ticked #164) requested to try to use isopropyl alcohol to try to loosen the nozzle up and force it out. This succeeded but not without damaging the threads in the block, customer service suggested the use of a new nozzle damaging this nozzle in progress to now completely stuck. Client mentioning the wish to return the product but was once again ignored Customer service requested to replace the heat block and radiator but the client was unable to loosen the screws from the heat block and demanding a refund and requesting shipping label mentioning this issue had been damaging his own business and that this is urgent. Customer service once again ignored the request for a refund but offered a replacement machine instead but it would take a long while before it would arrive. The customer requested once again a refund and a shipping label mentioning again that the time spend on this brand new machine his repairs harms it business and the longevity of this problem is harming his customer and overall business requesting a fast refund progress to prevent any more further damages to his company. No response was given from customer service in the days that followed. In the name of my client I request a full refund on this order within the 24 hours. Enough evidence was provided by the customer for these claims to be true and showed enough the client showed enough flexibility in attempt to repair the machine and willingness to return the product. Please provide this email to the director as well so this issue can be handled quickly and efficiently thank you.