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False Manufacturer Warranty, Poor Customer Service

My Palette 2S Pro was defective from the factory. Ping/Pong errors, not measuring extruded filament correctly, communication errors, just to name a few. Had to jump through hoops including bringing up my issues on their forums because they don't actually have real customer support. After being promised parts, around two weeks later they sent them out. I ended up getting parts that aren't even for my machine, including an I/O board that is an older revision with a PS/2 port that prevents it from bolting into mine. This company charges an absolute premium for these machines that they have no back end support, clearly no parts supply (the I/O looks used and has broken plastic around the PS/2 port) and doesn't even know the difference between their own models. I highly suggest people cancel their model 3 orders as I have. You're going to once again pay a premium price for a subpar machine and a warranty they don't actually honor. I am now filing a claim with my bank to get my money back on my 2 since they don't accept returns (should have been a red flag anyway) and fool people into buying something with a warranty they don't actually support.

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Nothing works. Screen turns on but it doesn't control anything. The board does pic up with the sensors are tripped (tried each on manually) but has no control over anything else. When I go to the Motion>Drives menu not one input stepper will go in either direct. The machine won't eject or load filament. The cutter stepper doesn't turn. I've gone through all the connections and everything is plugged in, nothing loose, nothing smashed or damaged. It flat out doesn't work.

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Hey Emerson, we're sorry to hear that you had this experience, we'd be happy to return your unit to our offices and we'll attempt to fix it. If we're unable to, we'll send you a new unit. This, along with sending replacement parts for free, is part of our warranty: mm3d.co/p2warranty

While we apologize for the delayed responses on the forums, please send all urgent matters to support@mosaicmfg.com and we'll get back to you within 24 business hours.

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Emerson Corder will be eternally grateful.
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