Defective product, full of hassle refund, terrible customer support
Bought X-Plus 3 with extra pair of nozzles on 25/10/2024. Updated the printer, printed first test print (3dBenchy), and that was all. The next start printer did not worked anymore, so contacted the customer support on 8/11/2024. Got refund just today (13/2/2025). As it took more than 100 emails to Qidi, plus another communication with the courier (GLS) and PayPal, won't be able to go into much details here. Average response from QIDI is 1 email per day. The customer representatives make it worse by accusing me of installing on the machine third party software, so it took some time (days), when they realized, that it is a hardware issue. I have requested return and refund process to start immediately, but, the customer care staff tried everything possible to keep me the defect. They offered me random parts, then 200 eur. I can understand, that they want to keep customer, but this is extreme even for China. Got refunded from many other Chinese businesses previously, but this treatment is unacceptable for me. Then we finally agreed, and Qidi even provided and paid the return label. I have packed the printer, took it into the GLS courier parcel shop. The guy, who took the parcel of my hand told me, that the courier is there everyday to collect deliveries. It took 2 weeks to get that printer collected. GLS got own review from me after the first week of waiting. This may not be QIDI responsible for, it is just highly suspicious. I have also opened a case with PayPal, which escalated into the claim during that 2 weeks, while the printer was resting in the GLS parcel shop. The claim was closed then in the seller favor, because the printer was on the way to EU warehouse, and not to Chinese address provided by the seller (and his registered address on that PayPal account). PayPal then blocked refund from the seller for another 10 days. This is not actually QIDI problem. The printer arrived into QIDI location (Germany) 19/12/2024. When PayPal unlocked the transaction for refund, then just Chinese New Year (not blaming QIDI for holidays), then Annie (customer support) send me message, that I will have to wait another week or two, because she is ill. So I had to send another x messages to different contacts they have (even created a facebook profile...), and beg for my money once again. 3 days ago got another promise, that I will be refunded within 2 days. After those two days, last promise: "TODAY". The refund for the printer is with PP. The nozzles haven't been refunded, because I have opened the package, in which they arrived, to check the content of the package. Highly valuable and painful lesson. End of PayPal for me. End of shopping from businesses from which I won't be able to claim refund in Europe. Thank you Qidi. One star is for the return label.