Customer service issues and delays
eufyMake E1 unusable for nearly 3 weeks — looking for help getting this escalated
Our E1 has been unusable for production for nearly three weeks, and I'm hoping someone from EufyMake or another E1 owner can help get attention on this.
Quick timeline:
- Machine was working and producing our products successfully.
- Recent firmware/software updates occurred.
- Ink-expiration lockout happened approximately 12 hours earlier than expected due to China vs. U.S. time.
- Replacement ink was not readily available, so we had to wait several days for it to arrive. During the lockout, we could not complete the machine's normal shutdown procedure.
- After getting back up and running, we began dealing with washed-out colors, directional black/varnish overspray, and gloss ghosting/registration issues.
- We have since done numerous Medium/Deep Cleanings, support-directed print-head cleaning, extensive testing, and a full machine reset/initialization with ink injection.
- The problems remain.
- EufyMake has now told us not to use the printer while engineering investigates.
I'm not claiming the firmware or lockout caused the problem, but the timing is why we've repeatedly asked engineering to investigate it.
We have customer orders waiting, have lost nearly three weeks of production, consumed significant ink troubleshooting, and still have no timeframe for a repair, replacement print head, or machine replacement.
At this point, we need a resolution—not another round of waiting for engineering.
If anyone from EufyMake can help escalate this, or if another E1 owner has experienced similar problems after an update/ink lockout, I'd really appreciate hearing from you.