Snapmaker support response time is poor

Snapmaker 2.0
1

Snapmaker support response time is poor

The 10W laser module and controller module used in the Snapmaker A250 have broken.

I connected and checked the operation with another A250 and found that the touch panel, power supply and XYZ linear module were working properly.

After 6 hours of continuous processing with the 10W laser, the laser stopped working and everything stopped.

So, Snapmaker support support@snapmaker.comへ連絡しましたが全くレスポンスがありません…

They used to be quick to reply.

I see that there is a Snapmaker staff member on the forum, so can you please respond?

I haven’t seen anyone with a broken 10W laser yet.

2

Hi Blockmodule, I’ve sent your case to our Support colleagues and they will contact you asap. Sorry about the belated response. Our support staff is overwhelmed by emails during this period and they are trying their best to respond :cry:.

3

Hi Riskey
Thanks for the response!

However, I have received an email from support, but have not heard back from them regarding the correspondence regarding the malfunction.

I wonder if support is busy with the J1 model…

I feel uneasy when I don’t receive a reply.

4

I guess it’s because the problem you’ve come across is quite a rare one, so they have little experience with it and are trying to figure it out in cooperation with our R&D team. I totally understand your feelings and will ask about the progress from our Support.

1 Like
5

Hi Riskey

I understand that this problem is a rare occurrence.
Waiting for a response from Snapmaker Support.
Thanks for your response.

2022年12月22日(木) 16:39 Riskey via Snapmaker where creation happens <notifications@snapmaker.discoursemail.com>:

1 Like
6

This is described as information sharing for Snapmaker 2.0.

We received a reply that the white part inside the linear module (the plastic part of the inner diameter screw) is not sold only for both the old and new types of linear modules.

Therefore, even if the white plastic inner diameter screw wears out and the backlash becomes large, it cannot be repaired.

Very disappointing…

Just to share the information.