I have just about had it with Snapmakers attitude. I have purchased every accesory for my A350 and now am going through the same troubleshooting issues almost everyone has had with the dual extruder.
I had it new in the box for quite a while until I had time to set it up; which was recently.
I have done 2 repair kits for it out of the gate as I have the same issues everyone is having; heat creep, clogging nozzles, issues with calibration for the right nozzle. Now the drive mechanism on the right now longer works.
I’ve spent several weeks going back and forth with Carl (email), and he has had me do everything I basically had already done. I have pushed for a replacement, and he has done everything he can to prevent that from happening.
Now he is saying it’s past warranty even though he knows it’s only a few weeks old to me. All he is will to do (besides forcing me to completely tear down a brand new dual extruder for the umpteenth time), is offer a coupon for a new dual extruder. From what I can see, nothing is resolved with this accessory from reading the forums online?
Not sure what else to do, I’ve spent a fortune on this A350 now and don’t want to just give up.
The replacement kit should address the heat creep. The new module door has additional vents to increase airflow around the heatbreak.
As for being out of warranty, how is it Snapmaker’s fault that you waited so long to try out the module? The warranty was at least a year.
As for the drive motor, it’s easy to replace and not very expensive. I just replaced the one on my right extruder when a wire broke flush with the motor housing. When I was ready to reassemble it, I put some silicone sealant on the wires where they come out of the motor housing to act as a strain relief. The actual swap only took about 15 minutes.
Hi there, sorry to hear about the trouble you’re experiencing. Our support team is eager to assist you in resolving this issue. We understand that you purchased the machine back in March 2023, which means it’s been over a year since the warranty and return service expired. However, our technical support member Natto, will continue to assist you in troubleshooting the problem and identifying the root cause. For any module parts that need replacement, we will provide them free of charge. If you prefer to exchange for a new Dual Extrusion Module, we can offer you a $50 discount coupon. We understand that progress might be a bit slow due to the time zone difference, but rest assured, we will do our best to resolve this issue for you as quickly as possible.
You sent out a defective product. Warranty or no warranty, the product itself was defective. If you guys had better testing or QC, none of your customers would be experiencing all these problems.
Why not send him a new dual extruder with a return box for the defective one?