Shawnd
January 7, 2017, 5:22am
1
Hey. I’m new to this forum and I know this probably isn’t the proper place to be saying hello but hi. I have a quick question for all ya wanhao users. I’m just wondering how the customer service has treated ya all? I ordered the duplicator i3 v2.1 with the 2 extra rolls of pla. I made this order on new years eve a couple minutes to midnight. I received the email for the conformation of the order. A separate email for the invoice. And a 3rd email basically saying thank you for the purchase. I knew there wasn’t going to be anyone working when I made the order and I didn’t expect anyone to work till this past Tuesday. So I didn’t expect an email saying that my order was full filled and shipped Between Wednesday and Thursday I sent a single email each day just asking if there was going to be a tracking number or anything. No response. Now today I sat on there website with there instant messaging chat open. I wrote everything out and waited for someone to sign on and answer my question. I sat there for 1.5 hours waiting and no one ever signed on. I even left the computer and chat open while I went to work. My mother was then using the computer and she even said no one ever connected to speak with her. At this point I almost feel like I’m being scammed from wanhao. Anyone else have these issues? Ive been wanting a 3d printer for years and know that I actually ordered one from what’s supposed to be a reputable company. I feel like I’m getting scammed or my order just went in the trash
Very good in my experience but it really is dependent on your local distributor and their own customer service as you rarely speak directly to China. Although, on the occasion that i have spoken to them, they are also very helpful despite the language barrier.
Sam@wanhaouk.com is brilliant
Who did you place the order with? Wanhao has different distributors all over the world and some are better than others.
1 Like
I am a Monoprice owner, but I have heard that you should not call or notify the US Wanhao distributor, but instead contact the China Home Office Customer service.
As for your being scammed, I don’t believe so. Wanhao is a reputable company, although their reputation for a speedy ordering process is well known by all in the community as non-existent. I have seen stories of printers taking upwards of 3 months to arrive. Most owners will tell you to work through the US Distributor instead for your order but not your support. I would think that at this point all you can try to do is relax and wait. I believe your printer will come and you will be happy with it. BTW the Wanhao and its clones (ie the Monoprice I3) have a huge community of users, which are more then happy to help you at any time by sharing their experiences and knowledge.
Hi Shawn. I bought my Wanhao DS5 Mini from Technology Outlet. Placed the order at midnight on 22 Dec and it arrived on Christmas Eve with no problems. Whilst this doesn’t help your situation with Wanhao if you’ve bought direct, it may help if you continue to have problems and decide to cancel your order. I got a very good price on my printer too.
Both my printers took over a month from order to delivery. Same whenever I sent them in to be repaired. I don’t know why as these are batch produced but slow just seems to be the standard.
I ordered my Wanhao D6 from ultimate 3d printing store and their customer service has been hit or miss depending on the day and who I am talking to. They are also really quick to respond but really, really slow to act on whatever they said they were “going to do”.
I’ll also echo what everyone else is saying though that wanhao is a very reputable manufacturer in terms of delivery. Its been universally true though that the D6’s weren’t “manufactured with care” so you have to go through and tighten loose bolts, check belts, etc.Not sure if that’s true for the I3 v2 series.
But more to the point and as bkjones asked, what distributor did you order through?
Geoff
Shawnd
January 9, 2017, 7:55pm
10
Thanks guys on the input. I just think it’s amazing on how slow it really is. After many many attempts on trying to get in touch with them I finally did get an email stating that they’re running behind on customer service and so forth due the holiday. I did make the purchase from wanhaousa.com . I was just hoping to get it a little bit earlier. It was my birthday last week and I’ve been wanting a 3d printer for years. I finally decided to treat myself and I guess I’m just a little bit anxious on its arrival and a little dissapointed on how slow the process is. Thanks for all the help
bkjones
January 10, 2017, 1:39pm
11
Wanhao USA has an inconsistent track record. Sometimes they seem to do OK and others they seem to drop the ball. I don’t know if they have fully repaired their relationship with the mother company, there was a time when Wanhao China pulled them from being an authorized distributor. If your printer is already in the US, it shouldn’t be too long before you receive it. However, if it is still in China, it may be a while. Chinese New Year is in a couple of weeks and getting anything done a couple of weeks before or the full month after can be challenging.
Shawnd
January 11, 2017, 1:17am
12
I contacted the China hub last night. They were quick to respond but I wasn’t awake when they did. I emailed them back today With my information that way they can look into it. I’ll probably get an email back tonight or tomorrow after they do. I made it clear that if it isn’t being shipped within the next day or 2 that I want to cancel my order. If I do cancel then I will go somewhere else and order. I’ll just make sure to get in touch with the company first. I’m not normally like this but when I spend over 550 I expect to have it in a little bit of a more timely manner or even to be able to get in touch with the company.
Rich_9
January 26, 2017, 3:28pm
13
I would cancel that order if I were you. They do not respond nor do they offer the support they say they do.
Shawnd
January 29, 2017, 4:13pm
14
i tried cancelling. they sent me a message stating that its on the way. they just don’t have the tracking number yet. they said if i still don’t want it on arrival they will send me a shipping label and they will give me a full refund. needless to say i’m going to call my credit card company and let them know whats going on because they billed me almost a month ago and i still don’t have the product. if it does come in the mail. i will be sending it back. i’m done dealing with this company
bkjones
January 29, 2017, 4:51pm
15
It’s the middle of Chinese New Year. China is basically shut down right now and I wouldn’t expect any kind of update from Wanhao for at least another week or possibly more. Your credit card company is probably your only hope of getting a refund anytime soon. I once waited almost six months on a refund from a Chinese company. The card used for purchase was from a bank based in a foreign country and I had no way to jump through the hoops they wanted me to jump through so I just had to wait. I did eventually get the refund but it was not fun waiting that long. You may be dodging a bullet anyway. The reports of even the latest version of this printer catching fire are insane. It happened to me and I will never spend another penny on any product Wanhao has their hands in. Best of luck to you.
Chase_9
February 21, 2017, 11:14pm
16
Shawnd
I am in a similar situation. I ordered my printer on the 2nd of Jan and still have not received any tracking number. I threatened to cancel and they shipped the filament. I still have not received the printer!! Just wanted to see if you have received your printer? Thanks
i also ordered the wanhao d6 that when it arrived never worked,still is not working…contacted the support many times even chatted with some,but when they understand its a guarantee issue they simply dont answear 1000$ down the drain
