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Worst user support


#1

Hi I would like to know is there any people who solve your Kudo product problem with customer support or suffer from them?

I back Bean 3D in kickstarter and they sent me a unit with initial failure, yet what they are saying is just “send a picture” or “do inspect yourself”. They don’t even give a way to do RMA or how to inspect.
Now I am thinking what this maker is doing totally scam.

Here I would like to share my emails from them for anybody who get such trouble.
Every time I ask the question, they ask me to do self inspection or fix (without any detail) which I totally disagree, because unit was initially broken and I doubt that they are not doing their quality assurance process which suppose to be their job.
If you have the same problem from what they are doing, please share in this thread.


Form responding blinking power supply.
They don’t illustrate “what is normal state” yet just say “should be around 12v” which I don’t understand.


KUDO:
Hi,

Could you find a multimeter and measure the output of the power adapter?

It should be around 12V.

Is the voltage stable?

Pleas e be careful not to short the positive and negative when doing the measurement.

Thank you and Best regards,
Kudo3D Technical Support


From responding about communication error on kudo3d.local.
Also I found out one of the line in the box was disconnected.


KUDO:
We are in the process of looking for a staff who can communicate in Japanese.
For now, please use google translate to communicate.

Could you remove the mega 2560 and plug it into a PC directly?
Do you see one COM port assigned to the mega2560 under “device manager”?
You should see something similar to the snapshot attached.
Also, could you send us a photo of the red cable you mentioned?
Once we identify the problem, we will send you the parts to repair.


From responding of my question that why user should do inspection and repairing without any detailed information, so I ask them to answer my question before sending a photo of disconnecting cable.
I was waiting but they never reply so I wrote evaluation in facebook then they respond the FB review within an hour. They are obviously making a pose in front of the public, yet what I received from them was following. You could see how they are dishonest.


KUDO:
We have replied on facebook.
Also, you did not send us the photo.


Anyway, I could not accept such terrible user support so I open this.
Anyone who get the same issue, please write about that.

Thanks.


#2

BTW, disconnecting cable was like this.
I can’t fix this without any information, also should I fix this by myself? I don’t think so.

!

!


#3

You keep jumping around emails, FB and forum and telling people that we are worst. How are we going to provide service to you? Please go back to the contact email for a faster technical support. Email is our main channel because sometimes we need to attach large files. Also, we are not able to provide on demand services. You need to wait in line and give us some time.


#4

If you want to have a faster response, send all the messages to this email.
Also, we are not able to guarantee to process mails right away, usually in two days.
If the problem is more difficult then we need to forward the problem to our engineer and this will even take more time.
We also do not reply during weekends.
Please note that we have 1900 Bean backers plus another 1000 customers for our Titan products to take care.
We have mentioned in the updates that we are not able to provide on demand services.
There are many channels . Many of them are for backers to share their experience.
We are not able to monitor them all the time.
Some use FB. Some use forum. Some use Kickstarter or Indiegogo message.
Some sent to other email accounts.
We mentioned in the updates that this email is the main channel for “Technical support”.
If you keep changing the channels, we are not going to trace your problem.
It will take even more time to solve your problem.
As for the red wire, we would need you to find the other end of this red wire.
There are many red wires in the printer.
Please check this video and compare it with your printer.
https://youtu.be/EkIqqq0S8X8
At the end of the video 4:07, there is a photo.
Which red wire pops out?

HEY! DO NOT STRETCH THE TRUTH!
I do not jumping around. I always,all the time did send you emails to
you FIRST, but you never reply with clear answer.
So I put evaluation in FB and made a post in the forum, but the
context I sent to you is ALWAYS THE SAME,
I DON’T ASK YOU TO REPLY FB and FORUM post. I ALWAYS ASK YOU TO
ANSWER MY EMAIL.

The fact is that I could see number of people in FB and the forum got
waited like a month or so then ignored. Some people says that you
started to excuse your self with a shitty reason like the emails was
not reached out or you are busy on sending units to the backers.
Still you are saying “there are bunch of the people is waiting, I am
busy so don’t send a message in different channel?”, I totally
disagree that, because at least you could send a short email that says
“I am receiving your email.” that won’t take seconds could prevent
this back and forth, but you never did such a small job.

Another question is that you are always reply fast every time when the
message goes to public, but not for private.
What is this “difference”? DO NOT MAKE YOUR SELF LOOKING-GOOD! and remember
YOU ARE SO INSINCERE.

Again

>If you keep changing the channels, we are not going to trace your problem.
> It will take even more time to solve your problem.

I NEVER CHANGE THE CHANNEL. I ALWAYS SENT YOU EMAILS ALL THE TIME.
The same context goes to the multi channel and you know it.
In addition,don’t threat me like this way, what ever the channel is
tracking EMAIL about initial failure is YOUR JOB.

Anyway, let me clarify and add questions/response to get a resolution
of this stupid conversation.

  1. The unit was defected as from the beginning. Why I should do
    repair this by myself ? There is no obligation that I do repair this
    incomplete unit because I DO NOT BACK FOR 3D PRINTER DIY KIT, IT
    SUPPOSE TO BE WORKING OUT OF THE BOX. The shipping cost does not
    matter for me, because that is YOUR PROBLEM, and I won’t pay for that.

  2. As I can confirm inside of the box, I could see the bare power
    supply and bare lousy wire going around. (As I post, one of it was
    came off!) Yet, the video you are sending me is not enough
    information to safely open up. The instruction is incomplete. I
    don’t take such risks and waste. In addition, I highly doubt that
    this video tells that “what is the normal state of the unit” which
    means you just send me “how to open the box” yet this does not address
    “what is wrong”. How come you can judge “which parts should be needed
    to repair/replace”? I can easily guess that you will start stupid
    back and forth emails like this, and yet you will just issue
    incomplete instructions for individual problems again and again, which
    I don’t accept. THE INSPECTION IS YOUR JOB btw.

  3. Why you don’t you issue RMA? Just give me a number, authorized
    email and your post address so that I can send you this unit right a
    way, but you never did that. Is this big job? Worth to take 10 days?
    I don’t think so. Again I will send this unit as COD since this is
    initial failure. (I do not have any obligation to spend my money for
    your problem.) So give me the authorized email for that.

  4. (Added) For refusing 1),2),3), but I never had any suitable reason
    from you. As I wrote form the beginning, this is initial failure.
    There is no disclaimer about sending a pledge that never work. In
    common sense, broken stuff does not call a “pledge”. Just let me
    know the disproof of what I am saying.

This is super unpleasant that every time your email is a order to
inspect the broken unit, yet there is no apologizes for this
inconvenience caused by your low quality job.
Read your impudent replay by yourself. You never ever do your job yet
just ordering inspections to me.

I will send this context without any modification in email and post
everywhere people can see for fulfill of “backers interesting”, so you
don’t have to track every channel. Just focus on your email.

SO ANSWER MY QUESTION!


#5

KUDO:

If we do not have enough evidence, such as photos or measurement, we do not have an answer for you.
We have sent the same video and similar instructions to others too and we almost never had a problem to guide them fixing the problem.
All we asked you is to find out where is the other end of that red wire.
You can return the printer in the original box and we will fix it and send it back to you.
You would need to bear the international shipping cost.
Please send it back to
xxxxx
Please include a note of your backer number.


Still no apologizes again? What a decent service!

>We have sent the same video and similar instructions to others too and we almost never had a problem to guide them fixing the problem.

Oh yeah? Then how come I can find posts that ask help for the other users but not you?

Some of them brake the LCD connection accidentally, some of them wasted two weeks or more then just gave up and leave from you,

I could see them everywhere like FB, twitter, even in the OFFICIAL FORUM.

What you are thinking “no problem” does not mean actual user does NOT have a problem.

Since your reply is so rough and “playing user’s time”, many of them gave up and do everything by themselves, this is the truth you MUST know.

> All we asked you is to find out where is the other end of that red wire.

For what? Don’t order like this way.

OK, I have a question, if I take a photo of this, what would be changed?

Are you really thinking the photo is enough to solve EVERY SINGLE PROBLEM I HAVE?

I highly doubt that this disconnected wire is not the only one problem which I have now.

As I can see your poor wiring work, I have no doubt that there should be another problems inside of this unit potentially.

BTW, you are not reading my email.

I pointed out that the video never gives me “what is the normal state of the unit” or “how to inspect which part is defected”.

If you insist that I need to do everything about fixing by myself, give me all information enough to inspect/make defected unit work FIRST.

> You can return the printer in the original box and we will fix it and send it back to you.

I already dumped the original box before I fire up the unit, it was a month ago.

If you need me to use the box, then send me a new box.

> You would need to bear the international shipping cost.

As I wrote thousands times why I pay for your problem?

Again, this is the initial failure, yet you never tell me the suitable reason why I pay for that.

For preparing the shipping as COD, let me know your FedEX account so that I can send it right away.

If you need to have a quote, let me know, I will contact FedEX in Japan to make that.

Or

If YOU can’t do any preparation for the RMA above, give all information which is enough to fix this problem BEFORE you order me anything.

Remember, what you sent me is NOT a information for inspection/fix, that is just how to open the box and nothing else.

This is my compromise toward to your incompetent work.

And also you must know every time you send me a useless reply, you are playing my time, it is the same as STEALING.


#6

KUDO:

The warranty term was clarified many times during the campaign discussions.
We only cover the circuits for three months.
There is no warranty for LCD, case, cover and mechanical parts.
You “pledged” not “purchase” this printer on Kickstarter.
Please check the terms on Kickstarter for all the risks that you should share.
If you do not agree with it, please contact Kickstarter.
We are following what they want us to do.
If you are not able to accept Kickstarter, then you should just get a printer from other places.
Please check the warranty page for our policy of returning our high end printers that are almost 4000USD.
https://www.kudo3d.com/kudo3d-warranty/
It has been like this for four year.
Most of the backers understand Kickstarter and our policy, that is why they just follow our guide to fix the ?> printer with the parts we sent.
If you are not willing to send the printer back, then all we can do is to guide you to fix the printer.

Hey, do not stretch the truth again.

The warranty term was clarified many times during the campaign discussions.
We only cover the circuits for three months.
There is no warranty for LCD, case, cover and mechanical parts.

Again, I wrote in this thousand times, this is INITIAL FAILURE, WAS BROKEN BEFORE I USE IT!

You “pledged” not “purchase” this printer on Kickstarter.

Huh? I “BACK” for YOUR “PLEDGE”, I NEVER pledge you anything at all.
Again, I wrote this thousands times that I DID NOT BACK FOR “3D PRINTER DIY KIT”, IT MUST WORK RIGHT AFTER OPEN THE BOX.

Please check the terms on Kickstarter for all the risks that you should share.
If you do not agree with it, please contact Kickstarter.

I check everywhere in kickstarter that there is no disclaimer that allows creator to send a garbage to backers.
You are stretching the rules in your favor which is not totally acceptable.

Of course I am REPORTING THIS ABUSE OF THE RULES.

Also, I found this sentence in kickstarter (https://www.kickstarter.com/rules?ref=global-footer) as following.

“Projects must be honest and clearly presented.”

which YOU ARE VIOLATING.

  1. Never ever explain that you are sending incomplete stuff as a pledge, as I wrote, this project send a working unit.

  2. Never clarify that user need to repair the initial broken unit by themselves.

Show me the disproof of above.

BTW, people never back you if you are insisting your rules before you collect backers, but you never did explain

your OWN RULE WHICH YOU SENT ME, let me teach you something, this is called “SCAM”.

We are following what they want us to do.

No, I disagree. You are just stressing the rules and abuse the name of kickstarter and nothing else.

If you are not able to accept Kickstarter, then you should just get a printer from other places.

Again, don’t order me, I decide whatever I do.

Please check the warranty page for our policy of returning our high end printers that are almost 4000USD.
https://www.kudo3d.com/kudo3d-warranty/
It has been like this for four year.

So what? Who cares about $4000 shit. I am talking about 3D bean initial failure.

Most of the backers understand Kickstarter and our policy, that is why they just follow our guide to fix the printer with the parts we sent.
If you are not willing to send the printer back, then all we can do is to guide you to fix the printer.

Again, no reply does not mean that “most of the backers understand.” In you case is far away from that.

The truth is that everybody agree that you NEVER DO YOUR JOB. I actually reply from FB when I post your emails in public.

EVERYBODY IS SEEING WHAT YOU ARE DOING.

Still I don’t have any suitable answer from you.

Especially, you don’t illustrate how to fix/replace the broken unit.

Answer my question.