I sure hope so. Don’t get me wrong I know they got alot of issues with all the shit going on in the world but they need to either up their staff to deal with all these issues or do a little more testing and quality control to make sure people don’t get sent defective products. Makes me rethink my plan to get the rotary attachment. And I definitely won’t order it if I still don’t have a working machine. But we’ll see what they can do for me
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I understand.
I have a bad linear module, its loose.
It took about 2 weeks for them to reply, and then we had some back and forth with many days in between answers
Ultimately, they are sending me a new module though.
They must have some kind of email sorting person there, because if you ask to buy spare parts, you get a reply in a few days.
Already been contacted and reopened my ticket and I will have a tracking number in the next day or two. Very happy. Thank you Kai and Tracy and the rest of the snapmaker team for dealing with us:laughing:
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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
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Oh yeah? Sounds like they are pickin it up a notch eh? Great!
I’m not getting great response from support yet… I have a brand new A350. Set it up correctly and made over a dozen small test prints on it before it just stopped, power is still going to the power adapter box, and through the cable to the controller, but nothing is happening from there on. No light on controller, nothing on touchscreen, nothing on axis or print head. Barely getting one email every other day with some basic questions I had already answered in my initial request. And with Chinese New Year looming I fear I’ll be stranded for another month before I get any support let alone any resolve to my issue… yes, I’ve tried all the usual tricks, still nothing…
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