I am a first time 3d printer owner, and this printer came highly recommended... and I have to admit while most of the problems I have had have been simply due to my lack of experience... I was frankly shocked by the lack of support from Creality. the magnetic mat is cool, but got scratched thanks to my improperly leveling the bed, I just wanted to order another one to replace it... so I sent an email to Creality Customer service. a day later I got a reply from Shirley Zhang saying "Thanks for your email. Sorry, we do not have replacement magnetic print beds for the Ender-3 pro." that is ALL she said.. no reference or suggestions just... 'nope.. we don't have them'
I asked where I might be able to find a replacement part and Shirley wrote back saying "Thanks for your email. we provide one year warranty of the printer, if the parts are damaged when you received, you can contact us to solve it. but the factory does not provide extra replacement parts to sell on our website. please understand"
so no, I do not understand... this company makes a product with parts that will easily wear out and you cannot buy a replacement... I will attempt to find a 3D printer company that stands behind their product. good bye Creality.
UPDATE: changed to a 5 star for two reasons, first aside from the problem with the magnetic mat the printer has been fricking awesome and I want no misunderstanding I recommend the printer... second, when I reached out to Creality which is of course the brand of the printer and they refused to help I was appalled, however upon seeing this Comgrow reached out to me and is taking ownership of the situation. so thank you Comgrow!