Dee B.

Defective product sent and customer support was non-existent.

They sent the printer I ordered (Ender 5 Pro with BL Touch and glass bed upgrades), but the product was defective - a stray wire across the power to the bed heater to the bed sensor shorted the mainboard the first time I powered it up. I verified the problem first visually (after the short, I saw the stray wire!), then verified with an ohm meter that the MOSFET on the mainboard was fried, causing a runaway temperature on the bed during heating.

I reached out to their customer support - all I needed was to swap out the main board! They responded "thanks we'll get back to you". After a few days, I pinged them again, they said "swap the sensors of the bed and extruder and tell us what you see". I shook my head, but complied and faithfully reported back.

More crickets. After a few more days, I opened a second ticket and sent them a message on Facebook. They said "thanks, we'll check with our engineers and get back to you".

I know what "slow rolling" is when I see it. I waited two weeks, and have still heard nothing back. I finally ordered a replacement board off eBay, and put it in. It works fine...