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Topic: Support not replying (Read 6664 times) previous topic - next topic

dp_1

Hi,
I've been messaging via mail with the support for a while, but it's over 5 days that I don't receive any reply. We were at the point they were going to send me a replacement part, but I haven't got any confirmation from them.
Is this normal? I really hope it isn't.
Prendete quello che dico come un suggerimento, non mi assumo responsabilità di nessun tipo

dp_1

So I wrote to them again, in the hope they'll reply soon.
This doesn't seem like a good support system to me...
Prendete quello che dico come un suggerimento, non mi assumo responsabilità di nessun tipo

CrossRoads

Who are you writing to, and about what?
Designing & building electrical circuits for over 25 years.  Screw Shield for Mega/Due/Uno,  Bobuino with ATMega1284P, & other '328P & '1284P creations & offerings at  my website.

dp_1

I've been talking to Kristoffer engdahl about my startup error.
I wrote a thread about it, here is the link: http://forum.arduino.cc/index.php?topic=296250.0

tl;dr at startup I receive the MINTEMP error from the marlin firmware, and everything seems good and working except for the electronic boards.
These are the things I tested and are working:
-thermistor
-cable
-connectors

dp_1
Prendete quello che dico come un suggerimento, non mi assumo responsabilità di nessun tipo

w9jds

Yea, they didn't reply to me either. I messaged them about two bad servo driver boards and some missing parts from my kit. I had to go buy stuff because they refused to answer me...

dp_1

#5
Feb 09, 2015, 10:21 pm Last Edit: Feb 09, 2015, 10:47 pm by dp_1
Well, that's really bad.
If it continues this way I'm gonna stop everyone I know from buying anything from arduino.
Letting people buy a €700+ printer that doesn't work. Bah.
A "support" like this is absolutely unacceptable.
Prendete quello che dico come un suggerimento, non mi assumo responsabilità di nessun tipo

dp_1

They finally replied me, I'll let you know on this thread.
Prendete quello che dico come un suggerimento, non mi assumo responsabilità di nessun tipo

dp_1

After a while, I finally received the replacement part I needed :).
Everything is now working well, I've already printed a few objects successfully. I have to say, it seems like now they're replying much faster (at least on the forum), maybe it was just some temporary problem that now got solved that made the support so slow.
In the end I'm happy with my printer, it took a while but I received what I needed without problems.
Sorry if I sounded rude, I hope things will go better now :).
Prendete quello che dico come un suggerimento, non mi assumo responsabilità di nessun tipo

kengdahl

Hey.

I wanted to know if you could send your old board to us so that we can find out what was wrong with it?

Cheers

:)

dp_1

Hi,
sorry for the enourmosly long delay but I've been really busy.
Unfortunately I've thrown away the old board after the new one arrived and was working, so I apologise but I can't send it to you.

dp_1
Prendete quello che dico come un suggerimento, non mi assumo responsabilità di nessun tipo

kengdahl


badmole

Support is nearly non-existent. A month to get the kit, 3 days to build, and another month with it still not working. Disappointing.

blakewford

I have owned my Materia 101 since December, and after months of ongoing troubles I have decided to return it. At first, when the support team thought that they could help me by adjusting my print settings I was getting snappy responses. Now that I am trying to return the device after it back extruded plastic into itself, freezing the feed coupling, my inbox has been very quiet. I just want to claim the warranty return for my essentially bricked printer. The printer should not be able to disable itself. Please someone contact me with return instructions.

badmole

Same problem. I got a half dozen replies telling me to check my wiring; the wiring instructions in the pdf are wrong, so that's not helpful. When I asked how to return it I got an email address, and another for more support. I sent an email to the support one, waiting for a reply. After so much frustration and so little support, I am not really willing to spend much more time with this. I wouldn't recommend this product to anyone. If I had spent the money elsewhere I would've been printing by now.

blakewford

It is taking forever to get straight nonconflicting answers, but I do know that they have to accept returns within 14 days of purchase to comply with EU law.

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