I received my package after a long wait on the 2nd of August. I started putting it together on the 5th. While putting it together I got stuck on step 18 of 22.
In this step we attach the converter to the machine. The only problem is, one of the two converters is faulty. To attach it you use 4 screws. 2 on each side. However, on one side the screws don’t go through. I have checked with all the screws in the bag. They work on the other converter but not this one.
On the 5th I sent in a complaint via email. On the 6th I was told two replacement converters would be sent to me. I thought why 2? Oh well at least It will solve my problem (I hope). I was told that they would be shipped out within a week and asked me to verify my address. I verified immediately and waited. I was also told that I would receive a tracking code once it’s shipped.
More than a week passes and no tracking number received. I receive an email saying the case is closed because the ticket was inactive for a week. I thought I’d send in another email for an update with “I hope you haven’t forgotten about me?”.
I got an apology and was told that their warehouse colleagues would send me new screws ASAP.
SCREWS? What?
I replied again - twice. Again referring to previous emails and the expectation of new converters as promised. Once again explaining the issue with more pictures.
This was on the 15th. I didn’t expect a reply immediately as it’s weekend there. But now the 17th and 18th have passed (monday/tuesday) and still no response after 4 full days. Still no tracking number and still an incomplete Snapmaker device.
I raised a question on why the responsiveness has been so poor and why I’m being made to wait even more than I already have without replies. I understand that they are busy, but if you’re struggling to assist people and don’t have the manpower after gathering revenues of over 10m USD… I think that needs some improvements with extra staff.
In case anyone is wondering who I was emailing - it was Edwin. Very respectful guy and seems to be doing his level best (as I can also see in the forums). BUT he clearly forgot about me and definitely forgot what he was meant to send me. I’m very disappointed and after reading the forums I’m not looking forward to dealing with all the issues people seem to have with the snapmaker and calibration.
Hopefully by posting here it catches the attention of Edwin and his team and they can finally send me the replacement part so that I can finish my machine and hopefully set it up.
