Had an issue with my 2.0 A-350 a little over a week ago. One of my linear modules stopped working, followed the support websites instructions to check the silicone pad. Sadly everything was burnt and melted inside :flushed: very scary, I was at work when it happened. I’m just relieved it didn’t start a big fire in my garage. Anyways I messaged their support team a week ago and still no response, any idea on how long they normally take to get back to you. Machines been down over a week now and it’s probably gonna be a little bit to get my new linear module sent in. I’d appreciate it if I could get some sort of response or update. I got 2 work orders I have to delay and discount because I’m gonna be a late on them. I’d hate for them to go to someone else.

What does it show, exactly? By the way: Your bed looks almost like mine… Seems, you don´t have used any alcohol on it either. :smiley:

[image] brent113: I work in an industry that has to design for environments Brent keep in mind you work in an industry that has been around, using very similar techniques, for over 100 years. Standards and practices take time… pluss out of the thousands of machines sold you have to expect some bad ones. Seems like the failure rate is still less than 10%.

10% failure of a product unless corrected quite fast will eventually lead to the failure of the company. If was anywhere near 1% I’d be stopping everything to figure out the problem. It’s not the failure per say, is the costs associated with customer service, shipping new parts replacement parts and most importantly new customer perception. I’m waiting for my 350 to ship someday and the comments on this board and the lack of timely response make me want to run. That’s bad, really bad, because the internet never forgets. Ira

Got a faulty Linear module from the start (it would only move one direction), created a support case three weeks ago, still no response. Hope it clears up soon!

I’m in the same boat as a lot of you guys. I received my A350 about a week ago, assembled it and discovered one of the axis only moves in one direction. I put it a support ticket and no reply. After waiting nearly a year, receiving a faulty product is really frustrating. And hearing that they are taking over 3 weeks to response is really disheartening.

Check out this and if you still have issues start a new topic: [image] Y Linear module Fault Snapmaker 2.0 Hi @Mr_Fen Sorry for the late reply. Please disassemble the print sheet, heated bed, and the platform. You can check if the bracket inside the linear module is off or not. See the picture below. [image] You can refer to this video to restore it.

Can you ‘isolate’ which linear module the problem is? There was a post about the limit switches beeing a problem. If they trigger, the module always thinks its at a limit and only moves in one direction

I have had the same problem with the X-Axis linear module. Waited just over a year to get it, failed two days after I had put it together. Very frustrating

The factory would’ve done well to put some loctite on some of the screws that are routinely loosening in transit. @DPI what sort of failure did you have? Only travels in one direction? Check the screw tightness inside the modules like previously suggested, and like other topics in the forum have discussed, and if that doesn’t solve the problem start a topic and get in touch with support. Hopefully it will be a simple fix. The solution here was for support to replace the module: Y-Axis will only move in one direction

After four 3D prints, while trying the laser engraving, the module stuck. It would not travel to the right at all. It would not respond to the touch screen controls either. Followed all the checks as per SM website, no luck, so waiting on them to respond to a ticket and warranty claim. Hopefully they will get back into the groove tomorrow. Already started a topic a week ago.

Support response time?

Snapmaker 2.0 (3-in-1)

brent113 October 8, 2020, 2:27pm 27

Check out this and if you still have issues start a new topic:

Topic		Replies	Views
A list of my A350 defects Showcase & Prints	27	2871	March 11, 2021
When I get my Snapmaker 2.0? Snapmaker 2.0 (3-in-1)	75	3064	October 30, 2020
Where is Snapmaker support? Snapmaker 2.0 (3-in-1)	14	1441	February 12, 2023
Do not buy this complete and utter garbage Snapmaker 2.0 (3-in-1)	7	1150	December 5, 2020
Linear module stopped working after third print Snapmaker 2.0 (3-in-1)	36	3361	January 22, 2021

Support response time?

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