- Report: #1113268
Complaint Review: 3DS Systems - Rock Hill South Carolina
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Author Not Confirmed
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3DS Systems
333 Three D Systems Circle Rock Hill, 29370 South Carolina, USA
Phone:
18885981440
Web:
www.cubify.com
Categories:
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CUBIFY CUBEX Beware CUBIFY CUBEX, dont buy a printer from them Rock Hill South Carolina
I wanted to share an experience that i had with CUBIFY (#D Systems) I purchased the CUBEX DUO from them online along with 6 Cartridges for right at $4,000 US. I was as expected charged for the printer the same day i bought it. some 3 weeks after i paid for the printer i called them as i had gotten an email from them thanking me for the order but no tracking details. Once i was able to talk to someone about my order i was told that it would be 3-4 weeks befor i got the printer. Hmmmm ok well good things come to those who wait right? Well 3 weeks came and went and some 6 weeks later i got the printer.
Just left at my front door no signature requiered? well as i picked up the box i noticed their was a tear in the side so i removed the printer and noticed that the side of the printer was cracked, it did not apear to be anything but cosmetic damage so i called CUBIFy and told them what happened. They asked me to send them pictures of the box, printer and shipping label so i did. called them back as they did not call me back and was told no problem keep the printer and they would send me a new outer case. I agreed and thanked them and hung up.
I was told by tech suport that it would not affect the printing so i could use it while i waited for new case. I starrted the setup process which tool a long time as the printer was obviously damiged in transit. I got the printer dialed in and started my first print and 30min into the print the printer locked up. Called tech support and they explaind that it sounded like the cartridge was bad and to try another one. ok... So i did this 3 more times and everey time around :30 - :45 min into each print the printer would lock up due to bad filament. so i called again and explaind what was hapening they said that they could send new cartridges out i just needed to send them pictures of each cartridge with the batchand id number visable.
i explained that i had several other cartridges from same batch could they replace all they said i would have to have each one fail before they could do that .. ok, so i went through the same process of waisting 1 hr + of my time on each one of the cartridges and then sen them pictures of all the cartridges and batch numbers and requested replacment. Tech support walked me throught trying to respool the cartridges instead of replacing them and since i had already been waiting on this for almost 4 months now i decided to try and fix the problem. The respooling did not work so i requested replacment cartridges with in an email and over the phone and provided them again with all batch numbers.
During the atemp to respool the cartridges the printer just stoped working. now this was really getting frustrating tech suports solution .... Sir please disasemble the printer turn it over and locate the power source and trace all the wires and see if any of them have become loose or dislodged in transit well after some time as the printer has several verey small screw several of which are verey hard to get to i had the printer apart and all conections were tight. So i reasembled the printer again and called tech support to tell them the news.
So now it has been quite a while and the printer that i have paid 4,000 has produced nothing but hartach so i now have to hire a local machine shop to produce the parts i wanted to print. I send several emails and leave mesages indicating that im tired of trying to fix their printer i want my money back and i have still not gotten the replacment cartridges or case. I finaley get a person on the phone as all email reply from them say no refunds. And im told the same thing the emails do no refunds. I explain that this is just not an option as i have tried everey thing they have asked me to do and i have outsourced production and no longer need their printer (which never worked) I am told that they will call me back by end of day to see what they can do. well the end of the day comes and goes and i never hear back from them .
I wait a week or two and send in another email as it seams the only way i get any response. a week later i get a reply how can we help you? Now after emailing, talking and disasembling their product over a 4-5 month process how do they not know who i am? After providing them with my serial number and story again they inform me they dont offer refunds. I explain that i dont want a repair i want refund and they respond with a name and number that i can call. Wow finaley a manager after all this time. Well after a 10:00 conversation with the manager who tels me that i have not been responsive in their atempts to fix the problem says he cant offer refund but will try and fix....
So. Beware i have had a really poor experience with this company and dont wish this on anybody else. If you are looking for a 3D Printer go with (((competitor's name redacted)))
(((link redacted)))
I have friends who have them and they are verey happy with them, i only went with Cubex as i was looking for a bigger print area.
STAY AWAY FROM CUBEX and 3D Systems
