Disappointed and looking to get out

Snapmaker 2.0
47

Hi @Az2dante , and @edf , @Laermor , @MooseJuice , @Jim3 @ctaddey @Mxbrnr @TheBum @Skreelink @CandleFX @Fishstyx @Hauke , this is Jade from Snapmaker. I am reading this thread. As a member of the Snapmaker team, I would like to address the points you raised.

First and foremost, I want to remind you to reach out to our support team if you have any problems or questions. Support Ticket Form

I admit that there have been instances where some issues have slipped through our quality control processes and reached our customers. Our software and firmware development mainly relies on internal testing, lacking a more robust beta testing process. Additionally, some hardware issues require assistance from our customer support team to resolve. These are areas where we recognize the need to invest more resources and optimize our processes. I also agree that more team members from different departments should be involved in reviewing and addressing user feedback, as we currently lack sufficient direct interaction with our users.

Over the past year, I have been closely monitoring user feedback in the community, and I have seen a variety of responses. I would like to share my perspective. Constructive feedback is more valuable than extreme negativity.

  1. We value our manufacturing process and have established our own precision production factory. You can find more information in this video:
    https://www.youtube.com/watch?v=w8chlIAnpCI

  2. Regarding customer service, we have experienced some challenges in the past year, particularly towards the end of last year and the Q1 of this year. This was due to various factors, including changes in the service team, collective illness during the sudden opening of the pandemic in China, a backlog of emails, and the adjustment period for new team members. However, we have gradually returned to normal response times since the Q2 of this year. Currently, our customer support team aims to reply within 1-2 working days. During holidays, we have a limited support team available. You can find our most recent holiday notice here: Holiday Notice & Customer Service and Delivery Plans.

  3. The value of the Snapmaker 3-in-1 3D Printer can vary depending on the user’s expectations and needs. If you expect a plug-and-play machine or only require one specific function without utilizing the others, you may feel that you have spent money unnecessarily. However, if you appreciate the modular design of the machine, which allows you to create versatile and creative projects using three different methods in a relatively small space, and if you enjoy working with various materials, then you are more likely to experience the unique advantages and features of this machine. I agree with the following opinion from one of the members in this community: “Get all three workloads: 3DP, Laser and milling - IMHO only as 3-in-1 the Snapmakers show their strengths, and having all this at your hands, may even surprise you and give you new ideas.”

Unfortunately, we have not invested resources in forum operations, so we do not have a centralized topic thread to showcase these aspects. However, you can quickly find a diverse range of creative projects from Snapmaker users in the Facebook community:

Furthermore, some advanced users even modify the machine to explore more powerful or customized processing requirements. For example, although we do not promote CNC machining of metals, occasionally we see users attempting it by modifying the machine, such as reinforcing the X-axis for metal machining. Here is an example of a user sharing their modification and metal machining process: https://www.facebook.com/groups/371401856611467/user/531195948/

  1. We acknowledge that there is room for improvement in terms of problem fixing and product optimization. We do not have the resources to recall and upgrade all the products, and our after-sales service may not meet the standards we aspire to. However, we are making efforts to integrate resources and provide reasonable support to help users better utilize their Snapmaker devices and reduce issues. For example, in this topic thread, you can see the timeline, process, and user feedback regarding the after-sales issue with the dual extrusion module. I understand that some users appreciate our concern and diligent handling of issues, while others continue to express their dissatisfaction and urge us to provide better solutions. This is a genuine example that reflects our current stage of development. We cannot avoid mistakes, but we will not give up on our users or cease our efforts to grow and improve. You can find the topic thread here: Front Cover STL File & Replacement Kit Update (Dual Extrusion Module)

I also want to mention a great Snapmaker resource integration project initiated by a dedicated community member @nweolu . It provides a comprehensive list of Snapmaker docs, talks, tools, examples, and articles available on the internet. GitHub - shurushetr/awesome-snapmaker: Curated list of things that help you make something awesome with Snapmaker machines.

Lastly, I would like to kindly remind users who encounter problems or confusion to reach out to our support team as soon as possible. Support Ticket Form

We apologize for any issues you may have faced, and we will do our best to provide support. Your understanding and cooperation in troubleshooting are greatly appreciated. Additionally, if you feel that the Snapmaker 3-in-1 3D Printer no longer meets your needs, you are free to trade it in the second-hand market and choose a product that better suits your requirements. I believe that this is a more reasonable option.

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