Let us know about your Palette experience!

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    Redemptioner1

    It has been terrible.

    - $100 worth of parts being sold with a $500 margin and it doesn't work reliably

    - Product clearly not tested proper with lots of major defects, this seems to be continuing even after it has been raise with the online team multiple times

    - Specifications about print speed are straight up lies

    - Bought the Hub only to find out the product won't work because they used a Pi that is not recommended to run octoprint

    - Online team not bothering to read a post before making some generic reply that does not address issue/question

    - The constant BS, lying and general lack of customer respect from the online team (especially Johnny)

    - A demonstrated incompetence in the engineer team, they don't seem to understand basic maths and physics

    - Massive amounts of filament & time wastage due to failures caused by the instability of the Palette2

    - Complete fabrication of the truth in the sales/promo videos

    - There are several features that do not work presently on the palette and several more that have been advertised but not delivered

    - Months between updates that seem to make a small improvement in one feature and totally stop another feature(s) working

    -

     

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    Jonny Yeu

    Hi Redemptioner1, thanks for your feedback. I’m sorry that you’ve had this experience, and we’ve spoken a few times in the past to try and find solutions to your issues.

    I did want to share some additional links and information:

    • You can find testimonials regarding our customer service and products from users and other members of the 3D printing community here: http://mm3d.co/testimonials
    • We have many users who are finding success with Palette 2, Palette 2 Pro, and CANVAS Hub. We also still have users printing with Palette+: https://twitter.com/paletteprinted
    • We have a community of users who support and provide advice to each other on Facebook. We also have a weekly contest where the best print wins a prize based on user feedback. We have numerous submissions weekly: http://mm3d.co/fb
    • We provide updates constantly based on customer feedback. We actually just updated the CANVAS Hub plugins today and released a firmware update two weeks ago. We even provided a Chroma update on Feb 19, 2019.
    • CANVAS Hub has always advertised as a Raspberry Pi Zero since our announcement post (https://www.mosaicmfg.com/blogs/news/introducing-canvas-hub). We even provide a link for users who already have a Raspberry Pi and would like to download the CANVAS Hub plugins for no cost (http://mm3d.co/canvashub-plugin)
    • Accusations of lying and lack or respect should be taken seriously, and examples would be appreciated. I feel that I have provided patience and respect in my responses even when it may not be reciprocated.
    • Our engineers dedicate their time and livelihood to Palette and the entire suite of Mosaic products. I do not appreciate insults to their hard work in and commitment to creating an innovative solution for multi-color/material printing.

    If you would like to co-operate, we would still like to work with you in getting your Palette 2 and CANVAS Hub working for you. However, accusations and insults are not constructive in reaching this goal. If you would like to provide us further feedback about the issues you're experiencing, we would be happy to provide you with assistance.

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    Kurt Skauen

    Since you cross-posted to the other thread, I'm going to reply to a couple of relevant points here to.

    "Accusations of lying and lack or respect should be taken seriously, and examples would be appreciated."

    Yes, that is something that should be taken seriously. Mosaic and you should be ashamed for first lying to us, and then coming with accusation back without providing a single evidence against the accusation.


    As for examples, we can start with the statement about the buffer size. Then you can tell us how printing above 24.8mm/s in multi-spool mode work without risking a buffer underflow.

    "I feel that I have provided patience and respect in my responses even when it may not be reciprocated."

    You must be one of the most disrespectful persons I have ever conversed with. Yes, you appear to be patient, but only because you will not be the one saying the last word. Your replies are all 100% worthless. They answer none
    of the questions being asked, and are generally just a bunch of denials that the problem exists at all.

    "If you would like to co-operate, we would still like to work with you in getting your Palette 2 and CANVAS Hub working for you."

    How would it be possible to co-operate about anything when you are not reading anything that is written to you, and just give random none-sense answers back with no relevance to the questions being asked?

    "However, accusations and insults are not constructive in reaching this goal."

    It took a very long time with a lot of nonsensical replies of complete denial before I started to resort to that. There is a limit for how much none-sense I'm willing to put up with though.

    "If you would like to provide us further feedback about the issues you're experiencing, we would be happy to provide you with assistance."

    I would love to, but it is not very fruitful when you have the delusion that P2 is a finished flawless product and not in beta at all. And then respond to all claims to the contrary with complete denial.

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    Jonny Yeu

    Thanks for your feedback, Kurt.

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    Kurt Skauen

    "Thanks for your feedback, Kurt."

    Your welcome. When will you answer the questions in my reply?

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    Redemptioner1

    I though this was a feedback page, not a reply page.....my bad. A simply thank you for your feedback is probably the best response, also should be coming from someone higher up in the business though as you don't seem to be taking any feedback "on" Johnny.

     

    But seeing as you started;

     

    • You can find testimonials regarding our customer service and products from users and other members of the 3D printing community here: http://mm3d.co/testimonials

    I think most people are smart enough not to trust a companies "testimonial" page....That and those people were sent free palette's.....not really testimonials are they, more like paid advertising.

    • We have many users who are finding success with Palette 2, Palette 2 Pro, and CANVAS Hub. We also still have users printing with Palette+: https://twitter.com/paletteprinted

    Great that people are having "success", not sure twitter posts really count and 99% of them are a small number of splices and small print sizes, not really a good measure of "success", there of course is no context to these prints or how much time/filament/frustration the user went through to achieve it.

    • We have a community of users who support and provide advice to each other on Facebook. We also have a weekly contest where the best print wins a prize based on user feedback. We have numerous submissions weekly: http://mm3d.co/fb

    Lol BookFace....need I say more, many of the posts with comments such as "Then suddenly, palette 2 decided to work"

    • We provide updates constantly based on customer feedback. We actually just updated the CANVAS Hub plugins today and released a firmware update two weeks ago. We even provided a Chroma update on Feb 19, 2019.

    This reflects badly on both testing and engineer sides of the Palette team. Lots of updates means you are using your users as beta testers, a properly and well made software package will have next to know updates unless they introduce a new feature because they "TESTED PROPERLY" before releasing the product. Even with all your updates many of the ongoing issues have not been fixed and some have been made worse.

    Well you should know better than making statements about providing free plugins, the licensing agreement on the use of octoprint (did you bother to read this, you certainly did not bother to read the Octoprint documentation) requires the plugins to be free......

    As for your announcement post, how many people buying the Hub would even know or understand what that meant. Do you think it is ok to put out a product that does not meet the software creators recommendation and basically doesn't work as long as you make a post somewhere about the hardware inside, but not make any mention of the creators recommendation not to use that hardware?? (obviously you do)

    • Accusations of lying and lack or respect should be taken seriously, and examples would be appreciated. I feel that I have provided patience and respect in my responses even when it may not be reciprocated.

    Lets look at some direct examples;

    - When there is an issue raised by a paying customer, you dismiss their issue by referencing someone not having the issue, this is discourteous and very disingenuous.

    -You make note of other "users" having no problem but no evidence of this (not really the right attitude is it??),

    - You make statements that are irrelevant to the issue or question to try to avoid addressing the issue/problem,

    - You ignore multiple user feedback and quote some social media site as somehow the user is a fool because other people are allegedly not having problems

    - You state printing speeds that are not achievable, then when they are not able to be achieve you make ridiculous recommendations like print at 24mm/s

    - Just get an independent customer service company to read through your posts and report back, I doubt you are going to get much positive feedback. Generally you are respectful in your language, just not in your response. 

    • Our engineers dedicate their time and livelihood to Palette and the entire suite of Mosaic products. I do not appreciate insults to their hard work in and commitment to creating an innovative solution for multi-color/material printing.

    Look fare call, but then again I spent a bunch of cash on a product you have failed to deliver what was advertised. Your "engineers" (I think I will refer to them as technicians going forward as I am not convinced they have an engineer degree or post grad tickets), seem to fail in the basic comprehension of how some of this product works or be able to perform simple maths. The prime example is the statement that the buffer has not effect on print speed and increasing the buffer size would have no benefit, don't need to be an technician (or an engineer) to see this is complete BS. The Pi Zero in the Hub is another prime example, your technicians seem to think they know better than the person writting the firmware that is going to run on the hardware. 

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    Kurt Skauen

    But seeing as you started;

     

    • You can find testimonials regarding our customer service and products from users and other members of the 3D printing community here: http://mm3d.co/testimonials

    OMG. I did not follow that link until now. Replying with something like that in a thread like this takes a special kind of being dishonest I guess. But that should not be a problem for anyone from Mosaic.

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    Redemptioner1

    Kurt - lol yeah. Link to reviewers who never have anything bad to say about the products they received for free and reviewed. These people are running business so of course they are not going to make any comments that might upset that business arrangement. 

     

    I particularly like the fact they are palette+ "testimonials" with no relation to Palette2

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