Malfunction - Who ya gonna call?

[Print Guy]

So as covered in another post, the control knob on my CR-10s seized up. Wouldn't push and would only turn by removing the knob from the rotary switch and using a screw driver in it's shaft.

This was an "Official Creality 3D CR-10S" ordered from Amazon. I Thought I was getting it direct from the manufacturer. I went this route in case I had a problem. I figured it would cut out having people "pass the buck".
So here I am.

I googled "Creality 3D support" and found myself here -
https://www.creality3d.shop/pages/support

I sent an email to the support address listed and waited. Finally got a response asking for purchase info. Sent it. Waited 2 more days. Got the following response. "I am sorry to tell you that due to the item isn't bought from our website, we do not have your order information and could not help you solve the issue, you can contact with Amazon customer service to solve it."

Went back to Amazon where I found the following - "Please contact the seller directly for warranty information for this product. You may also be able to find warranty information on the manufacturer’s website."



Now realizing I don't know who to contact.
I researched Creality some more and found this site - https://www.creality3d.cn
They offer up the following -
if you purchase in legal channel and lifetime maintenance And here is the personnel you can contact with:
Mr. Cheng: cs@creality3d.cn

I have not tried to contact Mr. Cheng yet as confidence in that info is low.
Does anyone have any experience trying to get Manufacturer support for he CR-10 and could you offer any contact information?

Thanks.

[TommyDee]

Oh that sounds soooooo familiar. Not Creality but that is the game that 3DS played with the Cube cartridges. They would not warranty cartridges unless it was sold by a very select group of retailers. Glad you got things working. Now you know just how shaky the ground is under your feet. Glad you are up and running again.

[Print Guy]

Resolution!
So I finally did get in touch with someone from "Creality 3D Direct". This is Creality's official storefront on Amazon. Contacted them through Amazon and then got an e-mail address so I could cut out the middle man (looking at you Amazon).
After expressing the problem (frozen switch), sending them the order info, then having to send them a video of the part doing nothing they offered to fix things.
When I explained that by THAT time I had already found and ordered a replacement part and was up and running again, they STILL offered to re-reimburse me for the part(s) I bought.
In the end I ask if they could just apply the $11 I spent, towards credit at their on-line store. They were willing to do so.

Given all was now well, I just wanted to know that the company was willing to stand behind their product and do what it took to "make it right".
That was really all I wanted from them.
Kudos to Creality3D!

[TommyDee]

Indeed. I've had pretty good luck over the years with BangGood in that they do like to keep things on an even keel. Communications... well... Something's gotta give.
You got the right solution and everyone has saved some money. Happy printing, P.G.