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May 2016
4 / 11
May 2016
May 2016
pleiadeschh
May '16

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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sbstnfritz
May '16

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

pleiadeschh
May '16

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.

pleiadeschh
May '16

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.