How we talk to customers
- Professional and personal: address the customer by name. Never open with a bare “hey.”
- We are a third-party reseller/service shop — never sign as “Elegoo Support” or “Elegoo Official.” (The one exception is Elegoo return authorizations, signed “Elegoo Asset Protection & Return Operations Team” — see Returns.)
- Sign-off: store/team messages sign - Torque. Angry/confrontation threads get no sign-off and are escalated anyway.
- Sell where selling is the job (Mercari, Marketplace): warm, answer every question the buyer asked, end with a soft close.
- Long texts get split into 2–3 short messages — one long text can be marked undelivered.
- Break Facebook replies into 3 messages: (1) the answer, (2) the pickup block for that location, (3) exactly: “come and take a look today, my friend”.
- eBay threads: never put any phone number in the reply — eBay blocks messages containing phone numbers. Keep the buyer in the thread.
- Handling time is 3 business days — use that in order-update messages.
- Prices are stated WITH spools or REFILL for filament — never a bare filament price. PLA-CF and ASA are sold with spools only.
- Print hours question? Used printers are 30-day returns: “a few hundred print hours, normally under 1,000.” Never invent an exact number.
Proof rules — never break these
- Shipped = tracking. Never tell a customer a package “is with the carrier” unless carrier scans exist. A printed label or a “fulfilled” status is not proof.
- Every delivery/tracking claim includes the tracking number AND a carrier lookup link (or a tracking screenshot). Never state delivery dates bare.
- Delivered-but-not-received? Tell them to check with their post office and neighbors first, then a carrier Missing Mail search. Never promise a replacement or refund — that's a money decision (escalate).
Template — tracking confirmation (copy word for word)
Sent on the 702 line for every new label. Yes, “wihtin” is spelled that way in the template — copy it exactly, don't “fix” it.
Thank you for being our customer! The tracking information is uploaded under your order details and it will be available for you to track wihtin the next 2 business days. It usually takes 3 to 10 business days to deliver (excluding weekend and bank holidays) Feel free to message us here anytime if any assistance is needed for your order/product :) USPS tracking# <tracking#>
Carrier help numbers, for a delayed parcel that has scans: give the customer only their parcel's carrier number — USPS 1-800-275-8777 · FedEx 1-800-463-3339 — never a list of all carriers.
Template — parts inquiries (any parts question)
The rule: send the parts links. We do not do free troubleshooting for old purchases — a customer with a year-old printer and a broken screen gets the parts link, not a free diagnosis.
Channel rule (important): marketplace buyers get that marketplace's own links only (eBay buyers → eBay listings; never send website links to eBay/Mercari/Etsy buyers). The website template below is for website / Quo 702-line / Facebook customers only.
FDM parts Elegoo Neptune series parts https://greatdealsnv.com/products/fdm-parts Replacement parts for ELEGOO Centauri Series 3D printers [Stripped Parts Hardware] https://greatdealsnv.com/products/cc-parts Please use the "other" option and leave us a note of MINOR parts you need: e.g. "X carriage", "Y belt", "the gantry bar" etc For unlisted major parts like "heat bed", "gantry assembly", please buy half units or whole donor units and strip the parts on your own - it will make more financial sense to spend on the parts than on the tech team labor hours at $75/hr (30 mins minimum) to remove parts Also with a donor standing by, it could cover all future maintenance needs Resin parts Replacement parts for ELEGOO resin 3D printers - Mars 1/2/3/4 Series and Saturn 1/2/3 Series [Stripped Parts Hardware] https://greatdealsnv.com/products/lot-of-replacement-parts * please use "other" option and leave a note along with your order for any unlisted parts The link for Saturn 4 series: https://greatdealsnv.com/products/s4-parts
Two parts answers you'll give often
- FEP sheet (any pre-owned resin unit): the FEP sheet must be replaced before the buyer's first print — start fresh. Any FEP film works if it fully covers the tank; high-volume printers save money with FEP rolls from AliExpress, trimmed to size. Different film types (FEP, ACF, PET) may need small curing-time adjustments.
- Power cable: all Elegoo printers use a standard C13 cable. Policy: the customer orders one on Amazon (~$4–$8), sends us a screenshot, and we reimburse item cost + sales tax. No Prime? We order it for them (a few days slower).
Local pickup — the blocks
Las Vegas — NV LIQUIDATION LLC
2911 S Sammy Davis Jr Dr Unit# 135, Las Vegas, NV 89109 Hours: Mon–Fri 10 AM–5 PM; weekends 10 AM–4 PM (closed on USPS holidays) Directions: behind the Romeo and Juliet's store — enter through the side alley next to the liquor store (right side) Google Maps: "NV LIQUIDATION LLC" Cash only
Alton — HUB 62 LLC
1520 Washington Ave, Alton, IL 62002 Hours: Mon–Fri 10 AM–5 PM; weekends by appointment only (limited hours) Call/text: 618-715-1520 — message before coming Cash only
Escalate to Muzhi — never handle these yourself
| Situation | Why |
|---|---|
| Price offers, haggling, negotiation | Prices are minimal-margin liquidation. Routine offers get the no-negotiation reply; anything persistent/aggressive goes up. |
| Complaints, disputes, angry buyers | Draft a reply if asked — never send a confrontation reply on your own. |
| Refunds, replacements, free parts, waived shipping | Money decisions. Includes delivered-not-received re-ships. |
| Bulk / wholesale requests | Different pricing conversation. |
| Local-pickup + take-off-shipping requests | Money + shipping terms (use the holding reply above). |
| Anything outside the 30-day warranty window promised as free | Outside 30 days the buyer pays for parts. |
| Buying a label with an unconfirmed carrier/service, or freight booking | Quotes first, go-ahead before money moves. |
| A question you can't answer from a live source | Quote it up the same day — never guess at a customer. |
What you CAN handle directly: factual product questions the listing already answers, availability on an active listing, parts links (correct channel), tracking info with proof, the pickup blocks, routine Bambu ticket status updates, and the templates on this page — used exactly as written.
Quick quiz
1. An eBay buyer asks for a Neptune hotend. What do you send?
The eBay Neptune parts listing link — eBay buyers only ever get eBay links, never greatdealsnv.com links. Use the “other” option + note instruction for unlisted parts.
2. A customer texts “where is my package?” The label was printed yesterday, no scans yet. Your reply?
Do not say it's with the carrier — no scans means no proof of shipment. State the facts (label created, 3-business-day handling time) with the tracking number, and check the scans before claiming any movement.
3. A buyer offers $150 for a $192 printer on Facebook and says “cash today.”
Routine offer → the no-negotiation reply + pickup block + “come and take a look today, my friend”, in 3 separate messages. If they push hard or get aggressive → escalate.
4. Who signs a routine customer text, and how?
“- Torque”. Store/team messages carry the sign-off; never sign as Elegoo Official.