Looking back, I am probably jumping the gun here on the warranty. The support guy said he was “putting in a request” for replacement modules. The next communication may well be a bill.
Well, maybe, but
they have been pretty generous with me up to a point
i got a new linear module and a print sheet out of them.
I did buy spare parts too though. Right now I am trying to say they owe me 2 more modules but they are doing some testing on their end to try to duplicate an issue i was having.
They also have a tendency to ship something and not tell you about it, so they might show up.
Hopefully they do it now because chinese new year is rapidly approaching.
hopefully you gave them your order number / backer number and address already. they ask for it every time.
also - if you were planning to do laser and wasnt really hyped about the 3d printing, i think you’re in for quite an adventure if you can get past the introductory period. its so much fun, but so many little things to adjust and tweak and watch for.
let us know if you want some guidance on anything 
I think they have earnd their money…
I orderd a 3dph and payed it @Tracy and the my case was closed.
This the way to tread customers?
They lying us right into the face! We do the work they do nothing!
I would not wonder it will never ever get a snapmaker 3, they would not live so long!
I am angry paid my bills directly - and the say i had nothing said for 7 days!
They were kidding? I think not so!
Happy NEW YEAR to EVERYONE (that includes snapmake stuff)
@MooseJuice
Indeed, I’m giving them the benefit of the doubt about how they will deal with this. They did confirm my address with me, so I expect I may not hear anything until I get a package, or they will ask me to pay for the new modules. Whatever. I’ve worked in tech companies and understand how when engineers make errors it’s the support people who take the flak. I just try to be kind, firm, and factual, and to show some empathy to folks who have a rough job.
To tell the truth, lasering is 3rd priority for me. I originally was hyped about making wooden jigsaw puzzles for my wife, but learning that the laser was too low wattage to get through anything like 1/8" plywood (and I had already pre-ordered the SnapMaker), I got more focused on printing and CNC. There are a million things to learn about both, and that’s why I wanted to jump into this. I love processes, gadgets, and methods, sometimes more that the product. I spent the five or so months teaching myself Fusion 360 (different from other 3D CAD tools I have used) and slicers while waiting for the machine to arrive. Now that I’m exercising the machine there’s a zillion practical things to learn and experience. It’s all candy as far as I’m concerned. I just tried my first filament other than that that came with the machine. Ooooo-kay, learn about all the adjustments.
And I’ve had a few questions that I ended up looking up on this forum, and your replies were usually there. You, my friend, seem to be quite the community hero! I’ll definitely be hitting this forum quite a bit as my use of the machine evolves.
Happy New Year!
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Haha thats a lot of credit for this chump, but thank you for the kind words. I am a squawk box for the real pros
I look forward to seeing you join the conversation and the attempts to make things as great as they can be
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Updating this. SM support shipped me a new laser toolhead and controller. I am happy with their support. Had to be assertive, but I got what I needed from them.
Now I’m trying to make the laser work. Getting stuck at autofocus (hangs on “processing” after drawing the test lines). But that’s a different thread.
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They are not so bad, as long as you stick to your guns. If you are straight they will be too.
Glad to hear you are kinda back in business anyhow.
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@MooseJuice, Oh, I’ve been in business for everything except laser. I’ve been 3D printing my little heart out for the past month. Witness this lamp:
But now I’m trying to get through the bugs in the laser setup. Life on the bleeding edge.
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Robinweb,
Can you share the firmware they gave you to reassign the port for the toolhead?
That would be incredibly handy to have on the forums hehe.
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Here is the link I just got for the firmware update to use reassign the port. How long did it take to get a response on the warranty or did you just work with them via email. I too had the laser module blow on the initial run of it. I did not have it hooked backwards either as I double-checked. I am hoping I can get the module and controller replaced ASAP.
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Thank you so much for this test firmware. This is super duper awesome
Its hard to say how fast this will be, especially right now since chinese new year is starting to phase in.
could be 2 weeks or could be 2 months 
you will want to use support@snapmaker.com for communication as opposed to that web warranty thing as far as i know though. ive had my share of dealings with them.
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No problem. It was nice to have an option to at least get me printing again. I did hear back from support and they are shipping me out a new controller and laser module. I am very pleased with their support so far and I absolutely love my Snapmaker 2.0.
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