Customer support saves the day
Intially there were issues with my shipment when I got the wrong AMS unit. After some back and forth with customer support I was shipped the correct unit and got credit for the shipping charges of the incorrect unit. Not long after I got the printer up and running, I started to cascading problems. I was able to get in touch with an after sales support person named Alan. He was to change my whole opinion on the printer and the company. After having one issue that lead to another issue, the printer eventually became unusable. Despite going through all the basic steps to 'zero out' the printer I could not make it work. Making things worse was the fact I had another 3D printer from a different vendor that printed nonstop. Alan worked with, diagnosed and troubleshot several issues. He even shipped tiny springs, that I had lost during my own troubleshooting since these springs could not be ordered separately. Through my exasperation, with a brand new printer causing so many issues Alan remained calm, offered relevant suggestions and finally shipped some new parts to replace. It took longer to open the box than to replace the parts but once they were replaced and I recalibrated the printer it was better then new. It has since been printing flawlessly and almost non stop. I have been in customer facing support for over 40 years and Alan is one of those rare ones that just stays focused, brings progress with each step and gets the job done. I was truly considering getting rid of this printer but now, I think I'll keep it and just let it keep doing it's thing.