"The customer service is so good. Quick and thoughtful response. I wish more companies were as good as these people."
"After nearly a year of using the machine, it developed a small problem with the X/Y axis. I contacted support and they asked me to send a picture, which I did. They responded back very quickly that they were sending me a complete new part at no charge. The part arrived in a matter of days, and should solve my problem completely.
Excellent machine and excellent support.
Lewis"
"My 3D printer screen has some problems. After I sent pictures, the Customer Service representative sent me a new screen. The whole process is pleasant and smooth. I'm satisfied with the way they handled it."
"I was having trouble with the Mach3 Software ; after downloading the program from Mach3 my stepper motors wouldn't work. I watch all of the YouTube videos addressing the problem and also contacted Mach3 for help but couldn't fix the problem I finally contacted Hong at Sainsmart Customer Service and through a series of emails he and his team were able to help me any my 3018 CNC is now fully functional. I should have contacted them first."
"Had a strange issue with power and Hong was very helpful in troubleshooting the issue. "
"A level of professionalism that every company should have and they have deals you can't find anywhere else. 5 stars"
"I needed a replacement part and had a few technical questions. Their support sent me a replacement for free and answered all my questions correctly and quickly. "
"I recently purchased an open box Genmitsu CNC 3018-PRO Router Kit from them and there were several parts missing as one might expect with an open box purchase. I contacted their customer support and asked if they might be able to provide the missing parts. I fully expected to have to pay for them since I bought an open box. I began emailing with Hong in their customer support organization about how I might be able to purchase the missing parts. He then proceeded to provide me with all of the missing parts for free. I have never encountered ANY customer support organization, anywhere that would do this. Hong is a real pleasure to work with. We have a 12 hour time difference, but he would respond to my emails the very next day every time. All of the missing parts were sent via DHL and I received them in just a few days. I have assembled the router and am very happy with it. I really can't say enough about Hong and his excellent support. He is wonderful to work with. In my opinion the router is well engineered and very easy to assemble. With the included software, I was operational in a very short time. I am extremely impressed with SainSmart and Hong and expect to purchase more of their equipment in the future. "
"I purchased the 3018MX3. It showed up a couple days later. A tracking number was provided, so I could see the progress of it. It arrived in a durable cardboard box, and all parts were neatly organized within the box. I started my built, but noticed that I had lost one necessary part during the setup. I contacted SainSmart customer service, and Hong had a new part sent out within a couple days. The router is together, works great, just need to learn how to use it now"
"Let me start with their customer service is superior. They are quick to respond and aim to please. The only reason I gave 4 stars instead of 5 was the ender 3 pro arm did not have threaded holes. I had a new one from them in a couple days. I love this printer and there are several mods and add ons for it. The support community is huge. If I could change one thing I would like a boot loader installed on the board. Having to instal one is a bit of a pain. Or have marlin or klipper installed instead of the factory firmware. Second is the filament setting that needs to be turned off for prints to come out right. Updating the firmware fixed the problem. I was sure tired of turning it off every time I made a print. Great starter 3D printer at a great price. "
"I have had a few occasions to use Sainsmart Support and they have always been quick, helpful and were always able to resolve the issue to my satisfaction. Another thing I appreciate is always dealing with the same support person, and Hong has always been first rate!"
"I bought the 802 oscilloscope. The b Channel wasn't working. The unit needed a software upgrade. I received a timely response and they resolved the issue. They even followed back up with me to make sure all problems were resolved. Would definitely use them again."
"Rate A+++ Answered all my questions and they make sure you understand the issue. "
"I've been using Sain Smart for a few years now and I somehow got a role of TPU that was thinner than it should of been. This in return made my printer jam up, I contacted the crew at Sain Smart about the situation. A few emails later a d I'm receiving a brand new role in return. Amazing customer service experience!!!! I will always buy my filament from Sain Smart just because of the way they handle this problem. Thanks again guys."
"I have been pleasantly surprised with SainSmart's products. Their TPU is my new favorite filament and was by far my easiest new filament to get great prints out of. They are my go to seller for my Ender printer needs. Customer service has always been quick and friendly when I have reached out. "