Printer Shipped with Factory Defect, Elegoo Refuse to Refund it
Elegoo shipped me a Saturn 4 Ultra 16K which was rendered non-functional by a factory defect which caused internal hardware failure after only a handful of test prints. After initially attempting to deal in good faith and send it in for repair, Elegoo's repair team left the printer in their queue uninspected for an entire eight weeks with no tangible estimate on when it would be repaired. After nearly six months of trying to resolve this issue with a bricked printer, I opted instead to demand a refund, as is legally my right under New York State Consumer Protection law regarding defective products. Elegoo's support team are currently refusing to honor this refund and are in violation of New York State law doing so. Needless to say, I will never be purchasing another Elegoo printer again. I was warned about the abysmal quality control and awful customer service and naively went ahead with my purchase anyway. I have barely anything to show for an enormous amount of wasted material, time, and intense frustration. EDIT in Response to Elegoo Reply: Under NY UCC § 2 and New York State's Implied Warranty of Merchantability, any product shipped with factory defects or manufacturing flaws such that the product no longer functions as advertised or intended must be replaced or refunded at the consumer's discretion. I asked for a new replacement printer, and Elegoo refused, stating they would only replace it with an open box model. I accepted the open-box model, only to be told that they actually didn't have any in stock. I then accepted Elegoo's offer of repair service after extensive back-and-forth with their support team, only to have the printer sit without inspection at their repair warehouse for eight entire weeks until I hounded them for an update. As of the writing of this review, the printer has still not been repaired. Elegoo staff are also lying in their reply, as the LCD screen was fully functional and had zero issues, as verified during screen tests. Their technical support staff verified that the failure was due to internal hardware such as the motherboard and fresnel lens, both of which I as a consumer have no initial access to or obligation to repair myself. This is why, as my final resort, I have elected to demand the refund that I am entitled to under New York State consumer protection law and commercial code. Reports have been filed to the New York Attorney General and Department of Consumer Protection, with further action to follow the longer this remains unresolved. Originally, I reviewed the company with 2 stars due to the exceptional conduct of their technical support staff which had helped me to troubleshoot the defect. Due to the egregious conduct of their online customer support staff, I have changed this review to 1 star.