This topic contains 4 replies, has 4 voices, and was last updated by 
Pete 9 months, 2 weeks ago.
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So, they’ve offered to return you the irreversibly-damaged head as-is — so you can recycle it at your facility — or recycle it themselves so you can save on postage, and you’re angry about that? What did you want them to do? Send your butchered head back to you for free, just so you can “recycle it at your facility”, ie. have another go hacking it?
The Robox isn’t an open-source printer. There are plenty of those on the market, and there are pros and cons of that approach. Customer expectation seems to be the main issue here, to be honest.
One blown head is unfortunate, but not unheard of. Three blown heads, plus blown USB, and inability to use third-party filament — something many of us do here — sounds like either user error or something like poor quality electrical power, damage or dislodging during transit.
Saying that, I don’t know any of the back-story here. It just sounds really fishy. I can appreciate your frustration with it not working as expected, but all of the things you list can be easily ascribed to inadvertent misuse (eg. disconnecting the head without cooling down and switching off first, not making sure the power cables are connected properly after transit, using the wrong print profile for third-party filament, leaving the head heat on for too long unused, disassembling the head and incorrectly reassembling it, etc.)
@gid Not being funny here, but I think this guy is not your average user. He’s definitely had issues, and CEL have resolved them as they saw fit, and made mistakes with the logistics by the sounds of things. lessons learned part 2, and English is not his native language, so you need to cut some slack for “lost in translation” moments. 🙂
I have to say the Anymaker i3 Mega gets a good press, except with flexible filament, which is down to the extruder, and it’s sub £400 over here. Yep, some say, another Chinese i3 clone with a few thoughtful bits added.
https://www.rcgroups.com/forums/showthread.php?2960312-AnyCubic-I3-Mega-3D-Printer-Review
@17bt Sure, agreed, I was mindful not to comment on any language issues: as a monolingual English speaker with absolutely no ability to learn (human) languages, I always have respect for those that make the monumentally impressive step of discussing complicated issues — beyond “Ou est la bibliotheque, s’il vous plait?”, “J’ai ecouté des disques de Johnny Clegg à la discotheque locale”, “La piscine est tres desolé aujourd’hui, mon petit fromage.”, etc. — in a second language.
Even so, mistranslation doesn’t really cover bodging the print head, thus wrecking the main mechanism, and then seeing it as a failure of customer service when they don’t replace the £200 head for a fourth time and fix the printer again for free. Considering many companies won’t do anything without strict proof-of-purchase, I don’t think it’s unreasonable for them to request it.
The logistics thing sounds unfortunate, but who’s to know Turkey Customs agents follow that policy? I’ve had major companies send me stuff with even less of a clue. I mean, Apple still insist I live in Avon, a county that hasn’t existed for twenty years, twice as long as it even existed.
It is a pity that there isn’t a very clear list of Do’s and Don’ts in large type, translated well, and practically engraved into the top case. That’s what Roboxing.com was meant to be, but it (and I) fizzled. While the Robox is very neat, it is high precision, doesn’t have a great deal of safeguards against user error, and thus is easy to damage. That doesn’t mean CEL can be on the hook in perpetuity for free support… as an ambitious but very small company they couldn’t possibly manage it. It sounds like they did do a lot to try to fix this guy’s problem: mainboard changes (not cheap), multiple head swaps, and probably a slew of back-and-forth tickets.
Dr Yuksel’s name was on the label in the standard DHL form, which shows the address first and then the “Contact:” which clearly shows his name. I have a copy of it in front of me, package content values are realistic for the item for insurance purposes.
Within 4 minutes of the time of the first post above there is positive communication to our support team where the poster is recommending Robox to his colleagues. This reads correctly within the thread of the support tickets which have enabled the user to attempt several repairs to the unit and then offered support far beyond the scope of our warranty to repair it and ship it to the other side of Europe. All very good service and support which would result in the recommendation.
For official support please visit www.cel-robox.com/support/ and create a ticket
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