I would also like to update you guys about my case which was totally resolved by the support.
My ticket was brilliantly handled by Tracy. We had a brief conversation during which we did some checks on my linear rails in order to understand the problem and what can be done about it. The checking ended up by realizing I needed a replacement.
They sent me a very well built package on December 2nd that I received on December 7th (Italy) without paying any additional taxes.
I’m now fully operational again with my Snapmaker.
I hope to be able to pay their support back by spreading positivity about this project to all the people I will talk about it.
A few hints for a flawless communication with the support:
- be very clear and specific while explaining the issue
- document with pictures and videos
- be patient, keep in mind their main target is to solve the problem