I need HELP

I purchased EZ3D Phoenix printer and waited for three weeks for it to arrive.
When I contacted JAKE WOOD to inform him I was still waiting for my printer he informed me that he was put ing me in a beta group so I could get my printer right away.
It arrived 3 days later and I was very exited to begin assembling it.e as of yet and he would send me
When I opened the box I found there were now instruction book or software in the box.
I called JAKE WOOD to find out why the instruction were not included in the box and was told that the instruction were not complete and he would send me what was written up to that point and I could contact him with any problem I ran into.
What I got was a rough copy of a manual that made almost no sense at all after trying to sense of the instruction and asking for phone support I was told that there is no support for BETA units and to email his brother if I needed help.
I had spoken with his brother twice and was told to contact JAKE WOOD because he knew nothing of the problems.
When I informed JAKE WOOD that at the time of purchase that I asked about support not only for the construction of the unit but support using their software.
You can guess what I was told at a refund the time of purchase promise after promise of unending support.
Also the BETA program had ended long before I bought my unit and their was no talk of a BETA unit I didnt even know their was a BETA program!
I am now being told that I can return the unit if I am dissatisfied.
Its not a matter of getting a refund the unit is about a third completed and to repackage the unit I feel I will have to pay for any shipping damage.
I also feel that if I was offered a refund after having it only 3 days and now JAKE WOOD will not answer my emails it is a failure on his part that will cause other KICK START purchaser to think twice about buying a product under these conditions.
NOW Ive got that off my chest I would like o know if ANYONE has this unit that I could contact so I can complete my unit.
Contact me at .............ctmeek@gmail.com
PLEASE

i do sympathize with your situation and what happened certainly isn't good HOWEVER i am wondering why you would purchase a 3d printer kit if its not in your ability to build a 3d printer. i don't mean that in a bad way. many people don't know how to build a 3d printer. for those people a complete "out of the box" type printer is really the way to go.

I don't think it's the OPs inability to build one that's the problem, it's the lack of documentation of building this printer (it does look like a unique design). Being open sourced, 3D printers come in all sorts of shapes and sizes, even the experienced builder would have problems without proper documentation.

Send it back and get the refund ASAP. If all you're out is the cost of postage, you haven't done too badly, considering.

Andrew Werby
www.computersculpture.com

I have 28 years of IBM field service and was the test tech on the first ATM's developed I am fully capable in assembling a printer of any type with the proper documentation.
But when you have instructions that say to plug the leads into..... look at schematic and there is NO schematic or it says look for this BLACK part and there is no picture of the part and it turns out to be red It gets a little confusing.
What I am trying to say was that no one should put a product on the market that is incomplete in instructions for assembly and expect a person to recreate the wheel.

At this point it sounds like they are still earlier in beta than they've let on. My best advice is to be patient and wait for it to be fully completed, and get a revised set of Beta instructions. Or figure out other people who are in the beta testing group and ask them for help. (I don't know if there are any of them here, as I've not really heard of this particular printer myself.

Stories like yours are the reason why it's never a good idea for a company to be secretive about it's development process and beta testing.

Other piece of advice: If your emails look anything like your post here, I'm not terribly surprised that you're getting a poor reception from the company. Try again without using any all-capitilized words, they tend to put people off. Take a few days to look at the problem before contacting them again. And if you do decide to take it apart and send it back, make sure you get their promise to give you a full refund in writing first.

In general, a project should take about six months from the end of beta testing to final mass-produced product. The EZ3D kickstarter went up in September with no beta test started at the time... If their schedule had it being mass produced eight months after their first development, I would have stayed far away from them without needing a cautionary tale.

And of course, good luck!

I have reached out to EZ3D this morning and told them they have an unhappy customer here.

I suggested it might be worth while for them to respond to this thread.

You must understand that after being told that they would not give me phone support and that they only give email support (Which I have been waiting for the last 4 days to get a email) to BETA customers I was not pleased because I never signed on as a BETA purchaser and I was to receive ample support during the construction.
My emails are the way they are because I am now at the end of my rope with them. I am sure if others had to go through what I have gone through they would be a little short tempered.

Yes, we fully understand your frustration, and with that understanding we are trying to help you as much as we can. The Moderators of this forum have been discussing your problem, and have taken some initial action on your behalf. That action was taken in the past 12 hours, so we haven't had a response by now, but, to be fair, they might not have had time to reply to us.

In the meantime. the Moderators are asking that anyone who has purchased one of these printers AND has completed the assembly, or has hit a wall with it, PM vicsrc for mutual help.

Old Man Emu

Quote:

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Originally Posted by old man emu

In the meantime. the Moderators are asking that anyone who has purchased one of these printers AND has completed the assembly, or has hit a wall with it, PM vicsrc for mutual help.

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Please reach out and help vicsrc, but it would also be interesting to have anybody else that is a customer of this company post some extra information in this thread:

1) Did you have problems with either the materials or documentation.

2) Did you receive sufficient support?

3) Did you complete your build? And if so, how is the printer working for you?

I dont know how to thank you for stepping in on my behalf.
I have talked to EZ3D in the beginning and informed them that I would write the instruction manual with pictures if need be and still have not received a response from them.
About 2 hours ago they sent me a email asking about concerns from last Fridays emails and I informed them that I no longer was at that point in the building process and was stuck at a point in wiring the driver card that has no pictures or schematic to go by and they have not responded to my email.
I have a small radio control airplane kit manufacturing business and wanted to try a 3D printer for the business.
I have made 3 CNC routers using Chinese driver cards and if I had a problem with a card all it took was a email and I was swamped with data and wiring diagrams.
I am most willing to share information with anyone on building this machine that needs it
THANK YOU

On a related note, Denver just had a Mini Maker Faire this last weekend. I was looking forward to seeing the belt-driven Z-axis on the Phoenix printer first hand since there was a booth assigned to EZ3D. If they were there, I didn't find them. I had been looking at the EZ3D Phoenix as a low cost option from somebody just a bit up the road from Denver, but started getting the feeling they're just a bit overwhelmed.

I'm in the same boat. I am QUITE sure they are overwhelmed. I put in a ticket on Sunday and it got replied to today, put in another ticket today and it was almost 100 tickets up from Sunday.

I am very frustrated myself. See my post: http://3dprintboard.com/showthread.p...ll=1#post18407

Hello All, I am part of the kickstarter campaign for ez3d....I have not received my printer...
they took down their facebook page (I believe) because it was the only place where backers and non-backers could post.....
I was told about a month ago I was number 53 in line for my printer....I paid for a dual extruder model.....there has been some reports that
the dual extruder model doesn't work!!!!! Does anyone else have any similar stories?

AFAIK the dual extruder model isn't even slated for a release for awhile. Their software doesn't support it yet.

morrisnathan = spammer

You were correct. I remove the post.

Old Man Emu

Hi Victor,

Per the return policy stated here: https://www.phoenix3dprinter.com/return-policy.html you must pay for shipping both ways. To expedite your order, you agreed to become a beta backer which meant limited and incomplete documentation while it is still in progress. We are working to get more documentation up as our time allows. You contacted us in regards for a refund, but never responded so we assumed all was good and that you were moving along in your kit building process. Since you agreed to the Return Policy and Warranty when the printer was purchased, you are legally obligated to respect that policy. Since you processed a chargeback, you are responsible for returning the inventory to us in the same condition in which you received it. Currently you are holding inventory which now belongs to Wood and Plastic, LLC. and failure to return it in the same condition you received it and provide a tracking number showing that it is on it's way will result in legal action. Also, we are disputing the charge back for the shipping cost of the printer, since you agreed to the Return Policy and that clearly states that shipping is non-refundable.

I am sorry but I WAS NOT a beta customer! I was told that since I had
waited so long to get my printer that you would send me a beta machine
in good faith.
You need to check your emails as I have told you guys many times that
I am not part of your BETA program and as far as your policy goes I
believe it was not written at the time of purchase and I received no
information as to your policy at the time of purchase.AS I stated I
will return the unit in smaller assemblies when you send a shipping
label to cover the charge of shipping. you never spoke of any return
policy at thebeginning of the sale until I pressed for a refund due to
your lack of support...

Hi Victor,

Here is the exact e-mail Jake sent you to inform you that you were bumped to a beta kit. If he hadn't bumped you to a beta kit, your printer wouldn't have even shipped yet, meaning more documentation would have been available to you once your printer did ship.


Hi Victor,


My associate, Cody, has discovered that your tickets have been lost in our shuffle that is help desk ticketing. I apologize profusely for that. As an apology, I've expedited your order to a "beta kit," to put you on par with the Kickstarter backers, and it can go out the door tomorrow. I've already sent off the e-mail confirmation for you to verify the payment of shipping and the balance.


Please let me know if you have any questions in getting the order finalized so it can go out the door tomorrow!


Thanks,
Jake

Here is the Exact Statement for Beta Kits on the Kickstarter Project site: BETA KITS - Receive a kit of the printer without complete instructions. Recommended only for 3D printing gurus, hackers, etc. who are willing to put the printer together with minimal documentation (and would be willing to provide feedback on our docs).

With this, you are still bound to the return agreement which states that you cannot even return the unit this late in the game (78 days) after you received it. We are willing to allow you to return it, but you must still abide by the terms in the agreement. As such, the printer must be returned to us in the unassembled condition you received it in and a tracking number must be provided to me (cody@ez3d.org) within 72 hours of this notice (by Saturday, July 19th, 2014 15:30pm MDT) or legal action will be taken.


Thanks!

Cody B. Daig
General Partner
Ez3D

Now I wish no more arguiment on this subject.
I will ship you the printer in sub assemblies COD
I you wish to decline acceptance that is up to you

By the way I didnt go through any kickstarter program to find you.
I found you on the net under 3d printers soplease quit trying to link
me to your beta or kick starter programs I bought the printer out
right through Jake on the phone...

Hi Victor,

We are not linking you to Kickstarter. We understand how you purchased the printer, and that is not the issue at hand. The issue is that you agreed to be expedited by placing you in with the beta kits. It seems that we won't be able to come to an agreement. We will just have to pursue the avenues necessary to obtain our inventory back.

Quote:

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Originally Posted by vicsrc

Hi Victor,

We are not linking you to Kickstarter. We understand how you purchased the printer, and that is not the issue at hand. The issue is that you agreed to be expedited by placing you in with the beta kits. It seems that we won't be able to come to an agreement. We will just have to pursue the avenues necessary to obtain our inventory back.

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I don't understand...I received my unit as part of the same group and I did not join any beta group.

try to return it and see what happens

My BS meter if off the charts with this "company". I purchased this printer on Feb 23 and still don't have it. They charged me the deposit, then the remainder, then the shipping, but never sent the printer. On the rare occasions I'm not completely ignored by these people, they blow me off with excuses even while they're repeatedly taking my money and giving me nothing in return. I'm starting to believe every post I see where people have actually gotten a printer are actually shills for EZ3D and are fake. I keep getting phony update emails; supposedly the printer was "almost ready to ship" on July 6 and they dinged my credit card for more money. Then, on July 20 - only after sending a very pissed off email - got the runaround about how they needed a phone number, because they changed shippers. Apparently, I was supposed to know this via telepathy. Just another ridiculous excuse that makes me believe they're a complete scam and leads me to wonder if there is even a such product as the Phoenix printer. Now their facebook account is deleted, too. These guys are about as sketchy and shady as they come. I've been blown off and ignored like this before and it was always by a phony overseas company that was just a cover for criminal activity. So, now we're going on 6 months since I bought this item that was supposed to be 4 weeks out, yet still don't seem any closer to getting it than on day 1.

Contact your Credit Card Company right away and request a charge back due to no product being shipped. If you are lucky, that company still has a merchant account that has funds in it.

I ordered one of these printers at the end of February and had pretty much the same experience as the others are describing. Waited forever and kept being told that the printer will be shipping soon, but they would never give me a date or even an approximate of how long they thought it would be. Then towards the beginning of July I got an email saying that my printer is almost ready to ship and that I had to pay the shipping and the remainder of my balance. I got excited at that point, paid what I owed, and then nothing. I continued emailing and asking for a date when it was actually gonna ship and still nothing. Finally I emailed them and said that the printer either needs to be shipped to me or just give me a refund, then I received an email like Karaokephile described where they said that they needed a phone number because they were switching from usps to fedex. Being really skeptical at this point I actually called fedex to see if they did require phone numbers and they told me that they sometimes did. I figured what the heck and gave my phone number and waited another week and still nothing. Finally I decided to give up and emailed them and said give me my money back, then magically I got an email saying that my printer shipped. I got the printer 2 days ago and finally had a chance to open it up and put it together tonight. Not very happy to find that it is just a box of parts, no instructions, software or anything. I found 3 poor at best videos on their website on how to assemble the printer. The videos only cover parts of the printer, they leave out a lot of important info, and guess it doesn't matter anyways because half the hardware needed to put the printer together is not there. Gotta love it, 7 months to send me the printer, and they couldn't even get all the parts in there.
After some searching the web for info on how to assemble this mess I am finding a lot of bad reviews and negative feedback on this printer. Hopefully I can find the parts I am missing locally because it seems like it is a long shot to get any help from ez3d, considering it took about 7 months to get the printer. I still have not had any luck finding any kind of schematic to show how to wire everything into the board. I am just hoping that all the main parts are there. I can probably get the missing hardware, but if any of the main body parts are missing I think im screwed. Sucks because they don't even give you a parts list so no way to tell if anything is missing or not. Hopefully I can make something out of this mess. For any one out there considering one of these printers, I would stay clear. Hopefully these guys can get there stuff together and turn their company around. its just very discouraging especially considering how excited I was when I ordered it :(

any one know where the red thing next to the black thing goes ??? :)

http://i1059.photobucket.com/albums/...ker/ez3d01.jpg

http://i1059.photobucket.com/albums/...ker/ez3d02.jpg

http://i1059.photobucket.com/albums/...ker/ez3d03.jpg

Quote:

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Originally Posted by cupkicker

I ordered one of these printers at the end of February and had pretty much the same experience as the others are describing. Waited forever and kept being told that the printer will be shipping soon, but they would never give me a date or even an approximate of how long they thought it would be. Then towards the beginning of July I got an email saying that my printer is almost ready to ship and that I had to pay the shipping and the remainder of my balance. I got excited at that point, paid what I owed, and then nothing. I continued emailing and asking for a date when it was actually gonna ship and still nothing. Finally I emailed them and said that the printer either needs to be shipped to me or just give me a refund, then I received an email like Karaokephile described where they said that they needed a phone number because they were switching from usps to fedex. Being really skeptical at this point I actually called fedex to see if they did require phone numbers and they told me that they sometimes did. I figured what the heck and gave my phone number and waited another week and still nothing. Finally I decided to give up and emailed them and said give me my money back, then magically I got an email saying that my printer shipped. I got the printer 2 days ago and finally had a chance to open it up and put it together tonight. Not very happy to find that it is just a box of parts, no instructions, software or anything. I found 3 poor at best videos on their website on how to assemble the printer. The videos only cover parts of the printer, they leave out a lot of important info, and guess it doesn't matter anyways because half the hardware needed to put the printer together is not there. Gotta love it, 7 months to send me the printer, and they couldn't even get all the parts in there.
After some searching the web for info on how to assemble this mess I am finding a lot of bad reviews and negative feedback on this printer. Hopefully I can find the parts I am missing locally because it seems like it is a long shot to get any help from ez3d, considering it took about 7 months to get the printer. I still have not had any luck finding any kind of schematic to show how to wire everything into the board. I am just hoping that all the main parts are there. I can probably get the missing hardware, but if any of the main body parts are missing I think im screwed. Sucks because they don't even give you a parts list so no way to tell if anything is missing or not. Hopefully I can make something out of this mess. For any one out there considering one of these printers, I would stay clear. Hopefully these guys can get there stuff together and turn their company around. its just very discouraging especially considering how excited I was when I ordered it :(

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Do as described above
complain to your credit card company.
I was refunded in full.
Also the parts are inferior and all dont fit.
If they threaten you with a law suit to get thier parts back make them send you a shipping label because you should not have to pay for shipping twice.
Also did they send you some sort of agreement paper? I didnt sign nor see anything about return policy which didnt exist at the time of my purchase, and I will return the box of junk as soon as they pay for the shipping....

I was called by the local police to find out about the situation about the printer.
I informed him that the printer is still sitting here packed in a box waiting for a shipping label
He informed me that he would contact EZ3d to tell them of the status and why they have not received their printer
LESS then 5 minutes later I got this email


Hi,

I will be sending you a label to return the unit. However I need to get some information from you as well as an outline for moving forward.


I need:
(1) Your phone number to process the FedEx label.
(2) Is it in the same size box as before? (18"x14"x12") weighing 39 pounds?


To avoid court, we've agreed to pay for the return shipping under the following circumstances:
- The unit must arrive in the same condition it was sent to you in meaning that nothing is assembled. You will also be charged for any damages that occur during shipment. We will have video documentation of the opening of the package available for any disputes.


Cody B. Daig
General Partner
Ez3D


Hi,

I do not have a phone number associated with your order as you left that field empty when ordering, and unfortunately FedEx will not allow me to create a label without one.


Thanks!

Cody B. Daig
General Partner
Ez3D

I find that strange when your brother called me several times





Also how did you have the police call me If you dont have my number?

Quote:

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Originally Posted by vicsrc

Do as described above


















complain to your credit card company.
I was refunded in full.
Also the parts are inferior and all dont fit.
If they threaten you with a law suit to get thier parts back make them send you a shipping label because you should not have to pay for shipping twice.
Also did they send you some sort of agreement paper? I didnt sign nor see anything about return policy which didnt exist at the time of my purchase, and I will return the box of junk as soon as they pay for the shipping....

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