We’re excited to invite you to our second live demo and Q&A! This time, we’ll be sharing with you the mass production updates, showcasing the inner workings of our process.
U1 is still a new, unproven product where backers are taking a risk. With this new Snapmaker Care add-on splitting support into ‘regular’ and ‘priority,’ potentially slowing regular support, how do you ensure Batch 1 backers still get timely help without paying extra?
We are currently preparing the full Snapmaker Care Plan documentation. Due to a severe typhoon affecting Shenzhen, our team will need until next Monday to provide the detailed information.
The delay on plan documents is fine. What I do want is a clear commitment from the marketing head here on live: dividing support into tiers for an unproven product, even before the Kickstarter has closed, feels unfair to backers who are literally funding the product.
It would have been understandable if Snapmaker introduced something like this a year down the line, once U1 had proven its reliability and Snapmaker had shown that regular support works well. But right now, when support will already be overwhelmed with 18–19k new machines, dividing it further raises concern. How do we know regular support won’t be made worse just to push people toward the premium package?
Thanks for the question. I’ve added it to our live Q&A document.
After communicating with both our marketing and after-sales teams, we realized there was some miscommunication.
During the standard warranty period, all users get the same level of support. The Care plan is just meant to provide extra value, like extended warranty and up to two additional spare part replacements for warranty issues. It doesn’t reduce or slow down support for anyone else.
We’ll also be sharing a detailed Care plan document next Monday so everyone can see exactly what’s included. We hope this reassures you that we’re fully committed to supporting every backer.
