No response from Snapmaker Support over bad parts for enclosure, suggestions?

Snapmaker 2.0
1

I have sent two emails to Snapmaker support, but haven’t gotten a response in a week in a half, so reaching out to community to see if there’s a better way or if they have any ideas.

I received my A350 and everything went together great. When I went to assemble the A350 enclosure, it appears that my 48CA BEAM A350-4 isn’t drilled properly.

On step 2 of the Quick Start Guide, it shows how 48CA BEAM A350-4 is supposed to attach to 24 BEAM A350-1, using the matching screw holes. I started assembling it, but the screws were much harder than anything else, and then stopped screwing in completely within a few mm. After unscrewing it, that’s when I discovered that where I was supposed to screw into the 48CA BEAM A350-4, the holes are not tapped, so I was inadvertently self-tapping the screws. The following link shows pictures that show both parts, as well as the missing taps for the two holes that were supposed to be used.

2 new photos by Zxurian

While I love the 3D printer, Snapmaker has unfortunately been unresponsive in trying to get a replacement part shipped out so that I can complete assembly. Does anyone have any suggestions on what avenue’s I should take next to try and get this replaced?

2

I think the support emails you sent, with occasional reminder emails, are your only path for replacement.

Aluminum extrusions are not too difficult to tap if you want to give that a try. I believe you would need an M4x0.7 tap. You could get something like this: https://amazon.com/dp/B0736T5NM6/. That specific one looks pretty cheesy, but something like that with a tap and a handle.

3

Did you get the auto reply and assigned a reference number?
Like this:

Dear friend,

Thank you for reaching out to us! Your request (50950) has been received.

4

I did, standard ticket response email, but nothing from a human yet.