Entry 01
Purchase Confirmation
Date: February 10, 2025
The seller confirmed that the machine is fully operational and no additional purchases are required.
Entry 02
Payment Completed
Date: February 12, 2025
Full payment was made and acknowledged. The order proceeded to production and shipment.
Entry 03
Delivery & Initial Inspection Issues
Date: March 30, 2025
Upon receiving the machine, several issues were immediately identified:
- No content/packing list included
- No manuals (assembly, operation, maintenance)
- Incorrect shipping orientation (vertical instead of horizontal)
- Lack of protective packaging, with internal parts moving freely
Entry 04
Missing Documentation & Setup Delay
Date: March 30, 2025
Setup could not proceed due to missing documentation. A request was made for essential manuals and confirmation of all components.
Entry 05
First Operational Attempt
Date: June 3, 2025
The first wall print was completed. The output quality was significantly below acceptable standards and not usable for clients.
Entry 06
Delayed Technical Response
Date: June 3, 2025
Follow-up messages were required to obtain support. No immediate diagnosis or solution was provided.
Entry 07
Ongoing Support Delays
Date: June 18, 2025
The issue remained unresolved. Communication delays continued, and no clear solution timeline was provided.
Entry 08
Incorrect Diagnosis & Additional Costs
Date: June 23, 2025
The initial diagnosis led to purchasing replacement nozzles. Later, it was confirmed that:
- The diagnosed part was not faulty
- The actual issue was a different component
This resulted in:
- Unnecessary cost
- Additional delays
Entry 09
Continued Failures & Escalation
Date: June 23, 2025
After replacing components, new issues appeared (no ink output). Further parts were requested to be returned for testing, creating additional delay and uncertainty without guaranteed resolution.
Entry 10
No Final Resolution
Date: June 23, 2025
Despite multiple repair attempts and communication, the machine remained non-operational, and no definitive solution was provided.
Entry 11
Request for Final Resolution
Date: June 24, 2025
After multiple failed repair attempts, a clear resolution was requested:
- A complete and reliable fix at their cost
- Or return of the machine for a full refund
Further trial-and-error troubleshooting was declined.
Entry 12
Proposed Technical Solution (Motherboard)
Date: June 26, 2025
The seller proposed replacing the motherboard, requiring:
- Return of parts
- Additional time
- A deposit payment
No guarantee of a final solution was provided.
Entry 13
Admission of Configuration Issues
Date: June 26, 2025
The seller confirmed that the original DX10 configuration:
- Has a high failure rate
- Has a short lifespan (2–3 months)
- Is known to cause problems
An upgrade to a different configuration (DX7) was proposed at additional cost (~$1000).
Entry 14
Request to Pay for Design Fix
Date: June 30, 2025
A paid upgrade solution was formally proposed:
- Replacement of multiple core components
- Total cost: $750–$1000
This upgrade was presented as the primary path to achieving a working machine.
Entry 15
Objection to Paid Upgrade
Date: June 28, 2025
It was stated that:
- The issue originates from the original configuration
- The proposed upgrade is effectively a paid fix for an initial problem
- A working machine was expected from the beginning
Entry 16
Continued Focus on Paid Solution
Date: June 30, 2025
The seller reiterated that:
- Replacing parts within the original configuration is unreliable
- The paid upgrade is the recommended solution
Entry 17
Return-and-Test Proposal
Date: August 4, 2025
A proposal was made to:
- Send back the full print head
- Have it fully repaired and tested by the manufacturer
- Ensure functionality before returning
Entry 18
Rejection of Full Responsibility
Date: August 4, 2025
Instead, the seller proposed:
- Sending individual parts
- Guiding installation remotely
Responsibility for installation, risk, and outcome remained on the buyer.
Entry 19
Continued Uncertainty in Diagnosis
Date: August 4, 2025
Even at this stage:
- It remained unclear which components were faulty
- Further checks were suggested instead of confirmed solutions
Entry 20
Repetition of Trial-and-Error Approach
Date: August 5, 2025
The proposed solution continued to follow the same pattern:
- Send parts
- Install locally
- Test without guarantee
This approach had already been attempted multiple times without success.
Entry 21
Payment Required Before Resolution
Date: August 5, 2025
It was confirmed that:
- Parts cannot be shipped without payment
- The risk, cost, and effort remain with the buyer
- Resolution is not guaranteed before payment
Entry 22
Formal Refund Agreement Requested
Date: August 8, 2025
A conditional agreement was proposed:
- Payment for parts would be made
- Only if a written refund agreement was signed
- Guaranteeing a full refund if the machine still failed
This ensured a fair and balanced resolution.
Entry 23
Partial Acceptance Without Refund Commitment
Date: August 11, 2025
The seller responded:
- Agreed to extend warranty
- Offered a general written statement
However:
- Did NOT agree to include a refund guarantee
- Message: "We can issue a written statement…"
- Reply sent requesting explicit refund clause
Entry 24
Refusal to Sign Refund Agreement
Date: August 11, 2025
The seller stated:
- They could not sign the proposed agreement
- Approval from superiors was required
No commitment was made.
"I cannot sign this document casually"
Entry 25
Delays and Lack of Resolution
Date: August 12–13, 2025
Follow-ups were required to receive any response. Delays were explained as:
- Supervisor unavailable
- Internal approval pending
- "Still waiting for reply"
- "I will urge him tomorrow"
- "Any update?"
Entry 26
Return Made Financially Impossible
Date: August 13, 2025
The seller stated:
- Return costs could be up to $3000
- These costs would be fully the buyer's responsibility
This effectively blocks the return option.
Entry 27
Replacement of Refund with Repair Promise
Date: August 13, 2025
Instead of a refund, a "repair until it works" promise was offered. This includes:
- No defined timeline
- No guaranteed outcome
- Continued dependency on trial-and-error
"We promise to repair it until it's working properly"
Entry 28
Final Attempt at Balanced Resolution
Date: August 13, 2025
A structured compromise was proposed:
- Immediate payment for parts
- Full cost coverage if issues persist
- Refund option if unresolved after 45 days
This proposal reduced risk for both parties.
Entry 29
Final Refusal to Provide Refund Security
Date: August 15, 2025
The seller confirmed:
- Refund policy cannot be put in writing
- Only a repair guarantee will be provided
This removes any financial protection for the buyer.
"We can't put the refund policy into writing"
Entry 30
Repair Agreement Submitted
Date: August 15, 2025
A formal repair agreement was drafted and submitted for signature:
- Full responsibility for future repair costs
- Warranty starts only after proper operation
- Binding upon signature and payment
Entry 31
“Final Solution” Provided Without Signed Agreement
Date: August 15, 2025
The seller responded:
- Agreement would be submitted internally
- A “final solution” document was provided
However:
- No signed version of the requested agreement was returned
"I will submit it…"
Entry 32
Continued Delays in Execution
Date: August 27–30, 2025
After agreement phase:
- Delays continued
- Shipping confirmations required follow-ups
- "Any update?"
- "I expect FedEx receipt…"
- "Waiting for receipt"
Entry 33
Instructions to Underdeclare Shipment Value
Date: January 21, 2026
The seller instructed:
- Declare shipment value artificially low ($50–$100)
- To avoid customs complications
Entry 34
Customer Handles Logistics and Shipment
Date: January 2026
Customer:
- Organized shipment via FedEx
- Requested missing details (postcode, company name)
- Provided tracking number
Entry 35
Machine Still Not Functioning After Repairs
Date: February 10, 2026
After receiving parts:
- Output still defective
- Visible print defects persisted
- Printed output showed vertical lines
Entry 36
New Damage Identified After Repair Cycle
Date: February 10, 2026
Seller response:
- Claimed print head or board was damaged
Despite:
- Components being new or recently handled by the seller
"Print head or part of the board is damaged"
Entry 37
Additional Delays Due to Holidays and Workload
Date: February 18–27, 2026
Further delays occurred:
- Chinese New Year holiday
- Limited staff availability
- Work handled by a single technician
"We are on Chinese New Year holiday" — "I am working on this alone"
Entry 38
Continued Hardware Changes Without Resolution
Date: February 27, 2026
Seller introduced:
- New board configuration
- Change from dual-board to single-board system
Without confirmed resolution of the original issue.
"There used to be two boards, now combined into one"
Entry 39
Ongoing Remote Support Without Final Resolution
Date: March 2026
Customer:
- Installed new components
- Continued troubleshooting with remote guidance
Status:
- No confirmed stable, fully working machine
"We received the package, ready to assist?"
Entry 40
Incompatible Replacement Components
Date: March 26, 2026
Newly provided board did not physically fit:
- Screw holes did not align
- Could not be properly secured
"Board doesn't match the screw holes" — "Use two holes… just secure it"
Entry 41
Temporary / Improvised Installation Required
Date: March 26, 2026
Seller advised:
- Use partial fixation (not fully secured)
This results in:
- Unstable installation
- Non-standard setup
"Use two holes for simple fixation"
Entry 42
Component Compatibility Issues Confirmed
Date: March 26, 2026
Seller confirmed:
- Latest board is not fully compatible
"Board card is not compatible"
Entry 43
Continued Trial-and-Error Approach
Date: March 26, 2026
Proposed solution:
- Revert to previous board
- Continue testing different configurations
No confirmed fix provided.
"We might need to use the previous board"
Entry 44
Open-Ended Repair Loop Acknowledged
Date: March 26, 2026
Communication shows:
- Repeated cycle of sending parts back and forth
- No defined end state
"We keep sending boards back and forth without any solution"
Entry 45
Cost Responsibility Shifted to Customer
Date: March 26, 2026
Seller states:
- Full repair possible only if customer covers costs
"If cost is not a concern, you can send entire print head"
Entry 46
Final Resolution Proposal Issued
Date: March 26, 2026
A structured final proposal was sent. Options:
- Fully tested print head (ready to install)
- Full replacement machine
- Full refund
With a 5-day deadline and requirement for confirmed functionality.
Entry 47
Seller Rejects Final Resolution
Date: March 27, 2026
Seller response:
- Does not accept proposed solution
- Continues offering partial component replacement
"We cannot accept your proposed solution"
Entry 48
Continued Partial Solutions Offered
Date: March 27, 2026
Seller offers:
- Sending another board
- Covering shipping
Still:
- No guarantee of functionality
- No final resolution
"We will send you the new board card"