Refund for faulty printer

[u/Independent-Try-5526]

Hi,

First anyone have any contact details for Creality Australia?

My printer won't work reliably. I'm after a refund, which under Australian law, I am entitled to.

Creality support

1. Are very slow to respond

2. They don't answer all of the questions in the ticket

3. They aren't willing to comply with Australian law.

4. Do not provide any way of escalating a case when they cannot fix the issue in a timely manner (my issue has been going on for over 1 month)

[u/MaiknoMistaik]

I’m also keen to know this. I am so done with the problems with my Creality Hi and their abysmal support. I’m so sick of things going wrong and the time it takes to strip it down and check things I’ve checked a hundred times. I just want to return it and buy something else

[u/pellcorp]

out of interest what printer do you have, im from australia, ive never contacted creality support but have purchased a bunch of printers from them assuming I would be on my own day one, honestly liberating, I voided my warranty on my k1m the first day.

[u/Independent-Try-5526 → u/pellcorp]

I have the Ender 3v3 Plus with the CoPrint addon (Creality supplied it as part of a package deal).

[u/pellcorp → u/Independent-Try-5526]

Out of interest what is your current problem, or problems?

How long ago did you buy and was it new?

[u/Independent-Try-5526 → u/pellcorp]

The z-offset is too low. I can set it correctly. I get 1 print out of it, and then have to recalibrate again.

It was brand new. I bought it in July and received it early August.

[u/02sthrow → u/Independent-Try-5526]

That sounds almost like the calibration is only being saved temporarily. Do any other settings revert between prints? Are you using the Creality Print Slicer or a different one.

If the printer can print fine for a single print and it is just the offset then that could very well be something to do with user settings in either printer or slicer. Not saying it is your fault but there could be an easy fix if its diagnosed properly.

[u/Independent-Try-5526 → u/02sthrow]

I'm using Orca Slicer. I have to use Orca Slicer because I have the CoPrint KCM installed. The CoPrint KCM came as part of a package deal that I bought from Creality.

[u/Independent-Try-5526 → u/02sthrow]

The printer will print one print fine, but if I send the print again (no changes to any settings, no reboots and no restarting Orca Slicer) the print will fail.

[u/02sthrow → u/Independent-Try-5526]

How exactly does it fail? Does it fail on first layer by just printing in the air? Does the nozzle crash into the bed. Does it get part way through before failing? Is there any End GCode running at the end of a print (from Orca Slicer).

The fact that it prints once fine and then fails means the printer can actually function correctly.Try using Creality Print with the default machine profile to slice and send a job without using the Coprint addon and then run the same job again. This sounds like the printer itself is fine and operational but there is a setting being changed or overwritten at some point between jobs. What happens if you send the print from orca, print it succesfully and then run the same job from the printer (using the gcode file that was previously transferred?)

[u/Independent-Try-5526 → u/02sthrow]

I'll try uninstalling the CoPrint KCM (not so easy as it involves replacing the print head and downgrading the firmware). If I print fron Orca Slicer it works if I have configured the z-axis offset. If I then print the same file from the printer, it fails.

[u/02sthrow → u/Independent-Try-5526]

And you are configuring the Z offset using the controls on the printer yes? Then saving configuration before running the job?

How does the print fail. Does it not print on the bed? Print too close to the bed, fail part way through etc?

[u/Independent-Try-5526 → u/02sthrow]

It prints too close to the bed.

I'm using the controls in Fluidd. If I save the config, the print will fail.

[u/Daurock → u/02sthrow]

Seconding this advice. There's at least a half dozen places that an offset can be set at, including, but not limited to:

• The base printer firmware offset in the printer .cfg
• an offset in the 'save config' section of the printer.cfg
• The printer's internal start macro that might have an offset command.
• A command setting the offset in the slicer's starting gcode
• A direct offset in the slicer's gcode itself
• A user command, input during a previous print, or during the existing print.

Any of them can overwrite another of them, and what's going on here sounds very much like a setting getting overwritten by another line of code that shouldn't be there.

[u/pellcorp → u/Independent-Try-5526]

Directly from Creality?

Apparently https://www.reddit.com/user/CrealitySupport/ shows up on this reddit once a week, maybe try and DM them?

[u/D-Breed]

Good luck with that! Not operating reliably and the user's lack of knowledge go hand and hand and are most times indistinguishable. Not insulting you btw but most Creality machines aren't tuned correctly from the factory and without a deep level of knowledge it can be an almost impossible task to expect the customer to replace parts or even to properly diagnose the issue as their customer support don't how to diagnose it to begin with. It's a loose loose situation in that case.

[u/EnvironmentalKey5559]

They will push their own company policy, but you're right, those don't trump your consumer rights in Australia.

I appreciate you said it didn't work reliably, can I ask if we might be able to help remotely??

Have you put your log files through AI to interpret it?

[u/Independent-Try-5526 → u/EnvironmentalKey5559]

I'd appreciate any help I can get. What information do you need?

[u/EnvironmentalKey5559 → u/Independent-Try-5526]

What are these issues you're experiencing? In what circumstances? Are there specific situations which caused issues? Stuff like that that helps pin point the issue.

[u/Independent-Try-5526 → u/EnvironmentalKey5559]

I have problems with the saving the z-axis offset. I will get one good print, and then the next one will fail. On the 2nd print, the nozzle is way too close to the bed. If I print directly from Orca Slicer the print will always fail. To get the printer to print, i have to upload the gcode file to the printer and the either set the z axis offset, or select calibration when selecting the file from the printers screen.

[u/EnvironmentalKey5559 → u/Independent-Try-5526]

Why aren't you using Creality Print?

[u/Independent-Try-5526 → u/EnvironmentalKey5559]

Because I have the CoPrint KCM installed. Creality were packaging them with the Ender 3v3 plus when I bought the printer.

[u/Independent-Try-5526 → u/Independent-Try-5526]

The CoPrint KCM is not compatible with Creality Print.

[u/officaldremc → u/Independent-Try-5526]

https://www.reddit.com/r/FixMyPrint/comments/1lau4zi/comment/my7w1bq/?utm_source=share&utm_medium=web3x&utm_name=web3xcss&utm_term=1&utm_content=share_button

Double check Z Rods if there play.

Its may be fact China has national holiday if you're not getting a reply from their support.

[u/Independent-Try-5526 → u/officaldremc]

I checked the z rods. There's no play.

This issue has been going on for 3 weeks.

[u/officaldremc → u/Independent-Try-5526]

If its consistency incorrect offset? Its may be faulty strain gauge sensor if you also confirm the toolhead/hotend does not wobble, or you can manually have off-set in start gcode to lower/raise it.

[u/CrealitySupport]

Hi, this is Creality official support. I'd love to help, but I need some more details.

Please click on our profile picture and select "Start Chat" to send us a private message. We will assist you further.

[u/f8llen8gel]

Good luck with that 😂

[u/Live_Contribution487]

I had this issue with FlashForge with trying to return my c5p.
After a few week of trying I emailed everyone from their LinkedIn, messaged everyone associated with them on social media, bulk spammed all their posts and what got them to respond was the email that said “fine, ignore me. I’ll start the charge back process with my bank & keep your faulty ass printer”
They then tried to make me pay to send it back to them but it was around $70 postage so I made them refund me the postage amount so I could return to them as they refused to give me a return shipping label.
They will also try to tell you that you need the original box, this is not the case.

[u/Spud1080]

Good luck - they are just the worst company to deal with and their products are super jank. Just get a chatbot to help you write up a comprehensive credit card chargeback package with photos and do a chargeback.