This is the first 3D printer the family has had. A joint Christmas present for the kids. It was great for the first week or so and then the hotend jammed bad enough to require the hotend and strain guage to be replaced. We also had a cracked front cover of the print head. I emailed support and they got back to me right away. They identified the issue and sent me new parts no charge. They even sent new screws. Repairs were straight forward and there were help videos on their app. Printer is back online and the kids are happy. What could have ended as a bad Christmas present was saved by great customer service. Thank you.
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