# 3D Printer Broke - no help from tech support **URL:** \ **Category:** Snapmaker 2.0 (3-in-1)\ **Created:** [October 15, 2021, 10:32pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428 "2021-10-15T22:32:43Z")\ **Posts on this page:** 13\ **Page:** 1
**Author:** ![spacecadet](https://avatars.discourse-cdn.com/v4/letter/s/a9a28c/32.png) [@spacecadet](https://forum.snapmaker.com/u/spacecadet)\ **Post date:** [October 15, 2021, 10:32pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/1 "2021-10-15T22:32:43Z")
``` I contacted tech support via their email link 4 days ago, but got no response. So I posted this on the Facebook page 2 days ago. Same result. I bought an A250 printer several months ago, and the 3D printer is inoperable. I have been having problems with the printer for 3 or 4 weeks. Then it stopped printing completely. I used your support pages and followed the directions. So far I have replaced the printer nozzle and updated the firmware. Both operations were completed successfully. After doing the firmware update, I tried to calibrate the machine, but that did not complete. I also tested the proximity sensor, and it failed. Unfortunately, I then tried to print something, and the machine tore a deep furrow into the print mat before I could terminate the print job. At minimum, I believe the proximity sensor has failed. If that is not the root cause, then the controller module may be at fault. So it's been 4 days now, and I haven't received one word from tech support. I don't think I should have to call China on the telephone to get help. My machine is dead for 3D printing, and now I have a badly damaged print mat, which is brand new. I bought a new one hoping it would fix the problem. I was wrong. ``` Sincerely, Karl D. Dodenhoff ---
**Author:** ![scyto](https://sea2.discourse-cdn.com/flex022/user_avatar/forum.snapmaker.com/scyto/32/13938_2.png) [@scyto](https://forum.snapmaker.com/u/scyto)\ **Post date:** [October 15, 2021, 10:41pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/2 "2021-10-15T22:41:34Z")
try using the webform or the ‎support@snapmaker.zendesk.com address also one or more of them may have been on holiday, so try again now ---
**Author:** ![spacecadet](https://avatars.discourse-cdn.com/v4/letter/s/a9a28c/32.png) [@spacecadet](https://forum.snapmaker.com/u/spacecadet)\ **Post date:** [October 15, 2021, 11:06pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/3 "2021-10-15T23:06:54Z")
Thanks for the reply, and the advice. I appreciate it, but I feel that I shouldn’t have to chase people or companies around for help, especially when it involves an expensive piece of equipment like the A250. I’ll keep my eyes open for a response from Snapmaker. ---
**Author:** ![brent113](https://sea2.discourse-cdn.com/flex022/user_avatar/forum.snapmaker.com/brent113/32/11114_2.png) [@brent113](https://forum.snapmaker.com/u/brent113)\ **Post date:** [October 15, 2021, 11:21pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/4 "2021-10-15T23:21:57Z")
> [@spacecadet](#): > > I feel that I shouldn’t have to chase people or companies around for help Frankly, I and most everyone else here agrees with you on that. Don’t have much other recourse, however, other than troubleshooting yourself. ---
**Author:** ![scyto](https://sea2.discourse-cdn.com/flex022/user_avatar/forum.snapmaker.com/scyto/32/13938_2.png) [@scyto](https://forum.snapmaker.com/u/scyto)\ **Post date:** [October 15, 2021, 11:27pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/5 "2021-10-15T23:27:42Z")
One person waited a couple of weeks, your call if you want help now or wait potentially in perpetuity. To be clear not saying it is good, saying it works, I get responses from them every couple of days. ---
**Author:** ![clewis](https://sea2.discourse-cdn.com/flex022/user_avatar/forum.snapmaker.com/clewis/32/3255_2.png) [@clewis](https://forum.snapmaker.com/u/clewis)\ **Post date:** [October 16, 2021, 12:40am UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/6 "2021-10-16T00:40:05Z")
If you call, be aware that they’re in China in +8 timezone. If you’re in the US, that means calling between afternoon and midnight, Sunday - Thursday. Exactly when depends on your timezone though. ---
**Author:** ![spacecadet](https://avatars.discourse-cdn.com/v4/letter/s/a9a28c/32.png) [@spacecadet](https://forum.snapmaker.com/u/spacecadet)\ **Post date:** [October 16, 2021, 1:20am UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/7 "2021-10-16T01:20:59Z")
Well, I got an email that they’re going to be having a sale soon, 50% off the modules, and that might end up being my best hope. ugh! ---
**Author:** ![sdj544](https://sea2.discourse-cdn.com/flex022/user_avatar/forum.snapmaker.com/sdj544/32/11365_2.png) [@sdj544](https://forum.snapmaker.com/u/sdj544)\ **Post date:** [October 16, 2021, 3:52am UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/8 "2021-10-16T03:52:07Z")
Did you get an auto-response at least? You should get that, usually within an hour, and at most 24 hours. Might take a few days for actual support from a person. If you didn’t you should check your spam folders or try again. -S ---
**Author:** ![xchrisd](https://sea2.discourse-cdn.com/flex022/user_avatar/forum.snapmaker.com/xchrisd/32/1503_2.png) [@xchrisd](https://forum.snapmaker.com/u/xchrisd)\ **Post date:** [October 16, 2021, 7:25am UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/9 "2021-10-16T07:25:53Z")
Make some pictures of your machine, maybe the community could help. ---
**Author:** ![spacecadet](https://avatars.discourse-cdn.com/v4/letter/s/a9a28c/32.png) [@spacecadet](https://forum.snapmaker.com/u/spacecadet)\ **Post date:** [October 18, 2021, 12:39pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/10 "2021-10-18T12:39:00Z")
No. Nothing. Not even an auto response that I can find. ---
**Author:** ![spacecadet](https://avatars.discourse-cdn.com/v4/letter/s/a9a28c/32.png) [@spacecadet](https://forum.snapmaker.com/u/spacecadet)\ **Post date:** [October 18, 2021, 12:40pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/11 "2021-10-18T12:40:11Z")
I don’t really understand why pictures of the machine would help, but I’m willing to try anything at tis point. ---
**Author:** ![scyto](https://sea2.discourse-cdn.com/flex022/user_avatar/forum.snapmaker.com/scyto/32/13938_2.png) [@scyto](https://forum.snapmaker.com/u/scyto)\ **Post date:** [October 18, 2021, 4:05pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/12 "2021-10-18T16:05:45Z")
China (some of?) was on holiday the last few weeks. I wonder if something lost mails in that time. Try the [support@snapmaker.zendesk.com](mailto:support@snapmaker.zendesk.com) address and see if you get response. I am getting responses very couple of days from them on an active support case. good luck. ---
**Author:** ![xchrisd](https://sea2.discourse-cdn.com/flex022/user_avatar/forum.snapmaker.com/xchrisd/32/1503_2.png) [@xchrisd](https://forum.snapmaker.com/u/xchrisd)\ **Post date:** [October 18, 2021, 5:27pm UTC](https://forum.snapmaker.com/t/3d-printer-broke-no-help-from-tech-support/21428/13 "2021-10-18T17:27:28Z")
Make some pictures from the front and from the side, so we could confirm you set it up right. Maybe do a little video about the auto calibration but shut it down bwfore something breaks.