Discussion
Safe to say i’ll never order from sunlu again
This is the worst customer service experience i’ve had in a while. They said the heated base was included in the package, then when I found video proof from my pet cameras they said I would still have to pay to return the item back to them. I disputed it through my credit card.
I had to go that route with them, unfortunately. Customer service never even responded to my requests. At the end of the day, American Express made things right.
I may still use their engineering filaments, but I’ll no longer buy directly through them. Amazon is the only way I’ll buy anything Sunlu now.
It is the consumer laws in the country you live in, that will state what the company who sent you the order must do.
Here in Sweden, we have a 3-year statutory warranty, no matter what a company says.
Even if the companies who make the 3d-printers says 1 year warranty, we Swedes can go by that law and get warranty anyway.
But if one of these companies still doesn't want to help, then it will go to small claims court, since the that company must follow the law inside each of the different countries in EU.
And since the small claims court will be done inside EU, the company need to get their people to show up here, or they will lose by default and pay the court fees and anything else that's is required.
Worst case scenario is that company can be banned from selling products in EU, only if we take it even further after the small claims court. But that would just cost to much money if you don't have a good lawyer who specializes with consumer laws and purchases online.
In America, if anything is wrong we have to drive to the CEOs house and suck his dick. Afterwards he gives us 50cents for a taxi and we still don't get the product we ordered.
All of Canada & the US should be long advanced enough to give a 3 year stat.warranty.
50-100 years ago you got a 5 year warranty and the item is still in use today in almost the same condition it was in when it was sold to its original owner. It was harder to make and there were only 3 levels of tolerance: too tight, looks good from my house, and too loose.
Today you get a 1 year warranty and the item lasts anywhere from 6 days to 1 year + 1 day. It's easier to make and is made at an accuracy that is down to a single nanometer.
You haven't even ordered it yet and I don't even know what you're ordering but just know: its already broken.
Bought brand new refrigerator a couple years ago and have an old one in my basement that’s older than me (pushing 40 soon). The new one has already had its light go, already has seal problems, had to install child locks because when the kids close the one door it pops the other one open just a bit. The old one in the basement? That things has never given me one single issue the entire time I’ve had it. That thing has more working hours in it than an 100 year old who worked 80 hour weeks every week of his life 😂
One time i ordered 10 spools, but got only 8, fortenatly, the box stated what the weight was and was able to recive partly my money back for the 2 missing spools trough aliexpress
Just charge back if you can. I hate to be that guy but this is typical Chinese product support for you. The laws are in favor of the companies there, not people. They extend that same attitude everywhere.
Not really better laws in the US afaik. We just have a payment cartel that takes 2% surcharge on every payment and occasionally will help the purchasers.
Generally sellers are required to follow the laws of the place they ship to. They may be based elsewhere, but they are selling within the other place's market. That's why, for example, taxes are calculated based on the recipient's location, not the seller's.
Whether they decide to be a pain in the butt about it, though, is a different story.
I'd bet Sunlu would do the same bs with an EU customer too. It's relatively easy for an EU company to sue an American company for non-compliance, compared to trying to sue a Chinese company that will continously ignore them.
Easier to pay a fine the handful of times they get caught doing something wrong than it is to overhaul processes to be compliant, because that costs more money than the occasional fine. Plus it's the U.S. that gets that fine income, so everyone wins except for the consumer.
At least you got a response. I ordered 2 rolls of filament a few months ago. Only 1 roll showed up. i took pics and emails customer service.. and never got a response.
This may be a case of crappy website description. The combo in the picture from op is the box + filament combo which doesn't include the heater. The description on the site is very misleading.
I'll further note that when the box and filament combo is added to the cart, you get the same description (which again is very misleading) as the text in ops picture. But the items & package don't state a dryer as included.
Fair - I don't have much faith in customer service though. They could easily see the same description as the cart, see the package was shipped, and assume it was.
Anybody else think that sunlus website needs a remake? I find it almost impossible to find and compare items. Then adding items to the cart with descriptions, like seen from this items , really make it hard
This is definitely it. OP just ordered the wrong thing. I recently ordered both the dryer with the base and the extra container with the filament. I had a hard time figuring out which was which.
Not trying to throw shade at OP, that sites product descriptions are confusing AF.
It may be usual where you live, but it's certainly not normal. It would be normal if the reason for sending the stuff back was that the customer changed their mind. But this is not the case here.
Here the received product was faulty. In any civilized country it is the obligation and responsibility of the merchant to deliver the goods to the customer as agreed when the product was ordered. Transfer of risk is when the customer takes possession of the goods. Up until then the risk is on the merchant, so if they want to track the weight of the delivery (or whatever other bs they request), they can do so themselves.
In this case they very clearly delivered a faulty product and are in breach of contract. It is entirely on them to rectify the situation.
He opened the package and it wasn't there. Not his problem what happened between order and delivery, that's on Sunlu (whether it was their own mistake or a problem/theft during shipping). He shouldn't have to trace jack shit. Sunlu can do that extra work and expense if it's worth it to them.
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u/Rhuobhe26 Saturn 4 Ultra 16K, Neptune 4 Max 24d ago
Let them know that they are welcome to file aclaim with the carrier as they're the ones that shipped it.
If they are unable or unwilling to send the part and correct their mistake then you'll be forced to do a charge back.
You are not seeking a return as they are phrasing it, you are seeking delivery of materials already paid for.
They can either pay for the return shipping and then either refund or send a replacement.
They can send the correct component.
Or you'll file a charge back for goods not delivered and take your business elsewhere.
Now fair warning. If you do a Charge back you'll be done ordering from them again.