STStore Anycubic★★★★★
Time for an update
I've written before about issues that I had, but now that some of the "growing pains" are over, it's time to update my thoughts. I've come to the conclusion that the problems that I initially had were as a result of getting an early production unit. Front line support staff are amazing. Accounting for the time zone differences they are quick to respond and if parts need to be shipped, they are fairly quick (avg 6-7 days). My Kobra S1 Combo has been fairly rock solid and any prints that have failed recently can be traced back to user error (still a newbie at this).
2025-07-19
STStore Anycubic★★★★★
No longer a Fan of Anycubic.
So unfortunately I am replacing my original review of Anycubic because the experience I’ve had with their whole support organization is not the same as what I experienced originally. I will break it down into what I believe are distinct teams within their support organization.
First: Main Anycubic Support:
By this I mean the people that first respond to any incident you open on their Zendesk support site. These reps in my mind still get top marks, they are relatively quick to respond, they seem to be willing to do whatever they can to solve your question or issue, and they follow-up when they do have to pass you on to a different team. They are probably the only reason I haven’t sold off my Mega Pro and Kobra S1 Combo 3d printers and moved on to a different manufacturer.
Second: Anycubic’s AliExpress Support:
Now I’ll be honest, I don’t know if this team works for Anycubic, or AliExpress but it seems that they are who the first Anycubic Support team passes you over to if you have an issue with your printer that was purchased from the Offical Anycubic AliExpress store. They seem to have a very different mandate and customer satisfaction is not it. When I first received my Kobra S1, the box was beaten up enough that I opened a support ticket. They offered some compensation (spool of PLA) if I would keep the printer instead of having it replaced. Since it was working and had no obvious signs of damage to the printer itself, I countered with a request for a build plate and hotend which they accepted. It took nearly a month to arrive directly from their warehouse in China. Not a big deal since the printer was working. Fast forward about 2 weeks and one overnight print, when I went to remove the print I noticed what seemed to be a filament purge on the backend of the build plate. Turns out it wasn’t that and was in fact the braided shield for the power wires that run to the bed. So I open another call with what I call Anycubic’s Main support and explained the situation and that this time I’d prefer to have the printer replaced because of this as well as an internal communication error so I was concerned that it had been damaged in transit even if it wasn’t evident. This is where I was passed on to the Anycubic AliExpress team who claimed that their Canadian warehouse wasn’t setup to accept returns and would I be willing to receive a new hotbed and $20USD as compensation. Given I felt they lowballed me, I countered with a request for 10 spools of my choice of filament and that they courier out the hotbed from China (yes I may have been high, but hey it was a negotiation or so I thought). Well their response was I was asking for too much and they decided to take back the printer and refund my purchase. So now supposedly their Canadian warehouse can accept returns. Something here wasn’t right. All I had to do was open a dispute through AliExpress (which I believe they knew I couldn’t since I was just past the 15 day window). When I went back and said that I couldn’t open the dispute and could they do it and if not could we negotiate something in the middle, since the return & refund was their suggestion. They said no and I’ll quote their message “We will work hard to refund you a maximum of US$40.” Well since I have no other option, I agreed to their counter.
Final outcome:
I’ve been tracking the hotbed shipment and don’t expect it to arrive before May 1, by that time it will have been out of commission twice as long as it has worked. I know things breakdown and I’m willing to work with the company to resolve an issue in a timely manner but making customers wait a month+ for warranty parts is completely unacceptable. They should be using their Canadian warehouse to dispatch parts. This experience has left me very unimpressed with Anycubic and I won’t be buying another one of their printers. It’s too bad, I did like my Mega Pro and Kobra S1 Combo and was thinking of replacing my Mega Pro with a Kobra 3 Max.
2025-04-23Helpful 1
