Jaycar Electronics
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Argumentative and smug customer service at Jaycar Ringwood
On April 7, I went into the Jaycar store in Ringwood to purchase a new 3d printer. “__”. advised me that the Creality K1 Max was reduced, and because of its large build plate and high speed was the printer I was looking for. Trusting the advise given, I purchased the printer, took it home set up the machine and ran some prints. The first problem I noticed was that the printer continued printing even when the filament had run out as the filament run out sensor was faulty. I took the printer back to the Ringwood store the next day and it was changed for a new machine. The next problem was the new printer would stop printing / turned out poor prints, and display an error code I fixed the problem by pushing the rear stepper motor connector hard into place. The next problem was the fan making a grinding noise, which turned out to be the wiring running across the top of the model motor. The next problem was hearing a rattling noise inside the extruder unit. This turned out to be a loose screw holding down the heat sink. Investigation showed that the bottom left hand the side of the heat sink which the screw entered was possibly broken. Either way, the screw could not be tightened and remained “rattling”. Sunday 18 May I visited the store to get a copy of the receipt as I had not been given a receipt when I picked up the second unit. Asked if there was an issue with the printer I explained I wanted to contact Creality customer service. A team member asked if there was an issue and I explained it looked like the main model fan connector had come off the circuit board which was causing an intermittent fan not working issue. He told me to bring the printer in and they would have a look, which I did 2 hours later. I showed him the loose connector. I was told Jaycar would either replace the unit or give a refund (I had told him this was a replacement unit) but that it would be checked the next day by “A__” or "A_____" During the discussions, when I commented about Crealitys Build Quality issues, I was told by a team member, and to paraphrase: "Look behind you (to an anycubic printer on the shelf), that's why we replacing them with AnyCubic Printers” because of build quality issues “Crealitys build quality is poor, and that's being kind” Wiring running over the fan and causing noise is “a common problem” When asked how long it would take to get the problem sorted out, he told me 2-3 weeks, but that "Creality might treat us a bit better so we don't remove them from all our stores". He also pointed to a Creality Ender on the floor that had been returned for quality reasons. He then said that in a week's time the Creality printers' price would be halved to sell them off. Monday the 18th May, Late afternoon I called the store (after being assured the previous day they would call me but never did). Towards the end of the call “A_____ asked in what seemed an accusatory tone “how come” there was a gouge on the print bed. Not understanding what he meant I went to the store and was shown a gouge in the plastic surface of the print bed. This is common in 3d printing and Jaycar sell spare beds. I also showed A_____ a random photo from google of exactly the same damage and explained why it happens. His response? he dismissed the photo (he actually grunted) and said” I've never seen this before." This is everyday print bed damage and their supposed expert has never seen this before?. When I told “A_____” about the loose screw he responded with "maybe it was designed that way"!. When I then asked why it had a screw if it couldn't be tightened, Arthurs dismissive answer” I don't know" (+shrug of shoulder) When I told A_____ what I had been told on Sunday, he said build quality was not an issue and it was a normal run out sale. When asked Who I was expected to believe? A______ answer in a smug tone summed up: “There is nothing wrong with their build quality” Asked why his comments differed from the other team members. Answer “I know what I know and I believe what I know”. Seriously?. “We have sold loads of these and never had a problem”. When I stated there was a creality ender on the floor that had been returned for quality issues his response was “that's not quality, its something else”. When I told A_____ that I would be writing a review on the products Jaycar home page, that would deter people from buying the product his shocking response was a very dismissive "ITS NO SKIN OFF MY KNOSE) !!!!!! When I asked "A______" for his name for reference, he lifted his id tag and literally thrust it into my face, rather than just saying “Arthur” "A_____" does not have any idea about how to handle a customer complaint situation, and in fact escalated the situation by displaying an increasingly smug and argumentative attitude through words and gestures. I went into the store to get a receipt. 1 Day later I am writing complaints.