Customer Service response time?

[MichaelO]

Hello all, I have had my Mars Pro for almost 3 months now and the LCD has failed. I emailed CS since I read on the official FB forum that they are aware of an issue and are replacing screens.

How rapid does CS usually respond to an inquiry? I have not received any acknowledgment that my email was even seen and it has been 4 days.

Thanks in advance.

[cliffyk]

They have always responded to me within 24-30 hours.

Be aware however that LCD failure after 3 months is not really an "issue". The LCD is a "consumable" part--a wear item (see my post here for more about this)--3 months at just 3 hours/day printing (250 to 300 hours) is about how long they last.

The best I have ever got from a screen was ≈ 350 hours; the LCD in only warranted for 3 months because of this.

from the user manual:


They could arguably be more up front and "in your face" about this, however LCD life is a well-know issue in the SLA printing community, and one of those "all we can do is bow our heads in shame" issues when the filament printer guys want to bash us...