Re: Request to cancel remaining items and issue refund

[Xavier Geremia]

Hi Sajad,

Thank you for providing those detailed points regarding the issues you've experienced with the Dyze extrusion system, hotends, and nozzles.

We want to fully understand and resolve every concern you have raised. Our mission is always to offer the highest product quality and the best customer service, which is why we are committed to investigating these technical difficulties thoroughly.

To help us investigate further, could you please provide any additional documentation you may have, such as photos or videos of the filament tearing, jamming, and nozzle buildup?

I have included our support department in this thread to help us troubleshoot and investigate everything with you. We are dedicated to finding a solution and supporting your team.

Best regards,

Make your next project easier with us: Request a quotation.

Xavier Geremia      Key Account Manager

t:  +1 438 238-1400 #4118 e:  xavier....@dyzedesign.com @: LinkedIn	100-1505 Estelle Mouton Lemoyne, Québec, Canada, J4P 3S2
	dyzedesign.com

On Thu, Feb 12, 2026 at 3:43 PM Sajad Rahmanpour Siahkaldeh <Sajad.Ra...@unitywaresolutions.com> wrote:

Dear Xavier,

Thanks for your email and following up. I asked the design team to prepare some detail for us.

We are currently experiencing several technical issues with the Dyze extrusion system components. 

Please find a detailed description of the problems below:

1. Dyze Extruder – Filament Tearing and Jamming

The primary issue with the Dyze extruder is filament tearing during operation, which subsequently leads to jamming within the feeding mechanism. This occurs particularly during TPU printing and appears to be related to inconsistent filament gripping and feeding stability. The tearing results in partial filament remnants inside the extrusion path, requiring manual intervention and interrupting production.

2. Dyze Hotend – Filament Sticking and Print Failure

We are encountering repeated cases where the filament becomes stuck inside the hotend during printing. This leads to flow obstruction, under-extrusion, and ultimately complete print failure. In several instances, the filament solidifies or deforms within the melt zone, making it difficult to clear without full disassembly and cleaning of the hotend assembly.

3. Dyze 1.2 mm Nozzles – Inconsistency and TPU Compatibility Issues

We purchased multiple 1.2 mm nozzles; however, they appear to differ in geometry and possibly material composition. While a few perform adequately, the majority exhibit the following problems:

TPU filament frequently becomes stuck inside the nozzle, leading to clogging.

Inconsistent extrusion flow and pressure buildup.

Significant filament adhesion to the external surface of the nozzle during printing. This buildup negatively affects surface quality and causes defects in the printed parts.

Given these inconsistencies, we suspect variations in internal bore finish, coating, or material properties among the supplied nozzles.

I hope this feedback provides you constructive feedback for your products.

Please let me know what the next steps.

Best regards 

Sajad

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From: Xavier Geremia <xavier....@dyzedesign.com>
Sent: Tuesday, February 10, 2026 2:18:07 PM
To: Sajad Rahmanpour Siahkaldeh <Sajad.Ra...@unitywaresolutions.com>
Cc: Xavier Geremia <catc...@dyzedesign.com>; Sajad Ramezanian <s.rame...@unitywaresolutions.com>; Maxence Gelinas-Guy <m...@dyzedesign.com>; Simon Duchaine <si...@dyzedesign.com>
Subject: Re: Request to cancel remaining items and issue refund

Hi Sajad,

I hope you are well.

I am following up on my previous email regarding the specific issues you experienced with the delivered parts. Could you please provide these details?

Best regards,

Make your next project easier with us: Request a quotation.

Xavier Geremia      Key Account Manager

t:  +1 438 238-1400 #4118 e:  xavier....@dyzedesign.com @: LinkedIn	100-1505 Estelle Mouton Lemoyne, Québec, Canada, J4P 3S2
	dyzedesign.com

On Wed, Feb 4, 2026 at 3:36 PM Xavier Geremia <xavier....@dyzedesign.com> wrote:

Dear Sajad,

Could you please provide specific details regarding the issues you experienced with the delivered parts?

Once received, I will follow up regarding the cancellation and refund process for the remaining items.

Best regards,

Make your next project easier with us: Request a quotation.

Xavier Geremia      Key Account Manager

t:  +1 438 238-1400 #4118 e:  xavier....@dyzedesign.com @: LinkedIn	100-1505 Estelle Mouton Lemoyne, Québec, Canada, J4P 3S2
	dyzedesign.com

On Mon, Feb 2, 2026 at 6:05 AM Sajad Rahmanpour Siahkaldeh <Sajad.Ra...@unitywaresolutions.com> wrote:

Dear Xavier,

Thank you for your response and for the offer of a credit note.

We appreciate the gesture. However, given the issues we experienced with the parts already delivered, we do not anticipate placing further orders soon. For that reason, a credit toward a future purchase would unfortunately not be useful for us.

In this context, we would kindly ask that the remaining undelivered items be cancelled and that a refund be issued instead.

Please let us know the refundable amount and the expected timeline for processing the repayment.

Thank you in advance for your understanding and support.

Best regards,

Sajad Rahmanpour

Unityware Solutions B.V.

Regards,

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From: Xavier Geremia <xavier....@dyzedesign.com>
Sent: Wednesday, January 28, 2026 2:48:56 PM
To: Sajad Rahmanpour Siahkaldeh <Sajad.Ra...@unitywaresolutions.com>
Cc: Xavier Geremia <catc...@dyzedesign.com>; Sajad Ramezanian <s.rame...@unitywaresolutions.com>
Subject: Re: Request to cancel remaining items and issue refund

 

Hi Sajad,

Thank you for your message.

As you are a valued customer, we would like to offer you a credit toward your next order for the remaining items. Since the amount has already been invoiced, we can provide a credit note for you to apply to a future purchase.

Please let me know if this works for you, and I will send over the credit note document.

Best regards,

Make your next project easier with us: Request a quotation.

Xavier Geremia      Key Account Manager

t:  +1 438 238-1400 #4118 e:  xavier....@dyzedesign.com @: LinkedIn	100-1505 Estelle Mouton Lemoyne, Québec, Canada, J4P 3S2
	dyzedesign.com

On Tue, Jan 27, 2026 at 5:29 PM Sajad Rahmanpour Siahkaldeh <Sajad.Ra...@unitywaresolutions.com> wrote:

Dear Maxence, dear Xavier,

I hope you are well.

Following our previous discussions regarding the items that have not yet been delivered from our recent orders, we would like to confirm our decision regarding the remaining open items.

After evaluating the parts already received, we have concluded that the quality of the components—particularly the nozzles—is not suitable for our application. As a result, we no longer wish to proceed with the shipment of the remaining undelivered items from the following orders/invoices:

• Invoice FAC/2025/0185 – remaining 5 × 1.2 mm tungsten carbide nozzles
• Order SO4625 – remaining undelivered DyzEnd Pro Hotends (12 units in total)

We kindly ask you to cancel the remaining undelivered items and process a refund for these items accordingly.

Please confirm the refund amount and expected timeline.

Thank you for your cooperation.

Best regards,
Sajad Rahmanpour
Unityware Solutions B.V.