bsigman@cfl.rr.com wrote:

tek wrote:

I agree as far as nozzle clogging which could be categorized as maintenance issue, but for example heat core shorting out after just couple of hours of use is machine issue and material defect. If somebody sold you a stove on which heating element shortens out after you used stove for couple of hours what would you call it?

I think people generally will tolerate these issues to an extent and only IF support is prompt. But if you have to wait couple of weeks for clearly broken part then, well, I don't see how company can succeed long-term... :-(

I have not been able to get an email response from SD and I have requested a phone number as they advertise. I have been able to order new parts at my expense and it takes 3-4 weeks to get them. They show the parts ready to ship for a week before they ship anything.  Start-up excuses are not valid in the third year. Lack of service communications is a terrible example of the companies intregrety.  Charge the credit cards the day of the order and don't email me anything, and don't ship for 3 weeks, charge double what shipping should be, Sam needs to take some basics of customer service courses and learn people like me would rather have bad feedback rather than none at all.  I can't recomment SD for their rotten customer service of no feedback.
Bob Sigman

Bob,
What e-mail address did you send your e-mail to?
What e-mail address did you send the e-mail from?

The e-mail on your profile shows your order, and the e-mails we send out to confirm it, but no incoming e-mails. If your e-mail was lost, we'd like to get the headers so we can diagnose why.

Is it possible that you used the "comments" form on our wordpress site? Support does not check this - all support inquiries must be routed through support@solidoodle.com.

Edit: Just gave you a call.

Edit: It looks like you attempted to contact us by making a comment in your order. This isn't how we do support - you have to e-mail support at support@solidoodle.com via your e-mail client (gmail, yahoo, hotmail.)

I'll send you a quick e-mail from support now.

Update: I appreciate you call and emails today answering the post. I talked to Edrick and got things straighten out. I kept copies of my emails and forwarded them on to Edrick for review.  I did send them to the correct email address and I hope you understand my frustration with no communications from you.  You can review your email system and may can determine where the problem lays. I ran the customer service branch at Control Laser for many years and know how the customer feels when he thinks he is being ignored.  I do appologize for my rant and I do believe that SD did not find my emails but I had no other way to let you know that I needed your help.  Thanks for your immediate attention today. Bob Sigman

bsigman@cfl.rr.com wrote:

tek wrote:

I agree as far as nozzle clogging which could be categorized as maintenance issue, but for example heat core shorting out after just couple of hours of use is machine issue and material defect. If somebody sold you a stove on which heating element shortens out after you used stove for couple of hours what would you call it?

I think people generally will tolerate these issues to an extent and only IF support is prompt. But if you have to wait couple of weeks for clearly broken part then, well, I don't see how company can succeed long-term... :-(

I have not been able to get an email response from SD and I have requested a phone number as they advertise. I have been able to order new parts at my expense and it takes 3-4 weeks to get them. They show the parts ready to ship for a week before they ship anything.  Start-up excuses are not valid in the third year. Lack of service communications is a terrible example of the companies intregrety.  Charge the credit cards the day of the order and don't email me anything, and don't ship for 3 weeks, charge double what shipping should be, Sam needs to take some basics of customer service courses and learn people like me would rather have bad feedback rather than none at all.  I can't recomment SD for their rotten customer service of no feedback.
Bob Sigman

Bob,
What e-mail address did you send your e-mail to?
What e-mail address did you send the e-mail from?

The e-mail on your profile shows your order, and the e-mails we send out to confirm it, but no incoming e-mails. If your e-mail was lost, we'd like to get the headers so we can diagnose why.

Is it possible that you used the "comments" form on our wordpress site? Support does not check this - all support inquiries must be routed through support@solidoodle.com.

Edit: Just gave you a call.

Edit: It looks like you attempted to contact us by making a comment in your order. This isn't how we do support - you have to e-mail support at support@solidoodle.com via your e-mail client (gmail, yahoo, hotmail.)

I'll send you a quick e-mail from support now.

Update: I appreciate you call and emails today answering the post. I talked to Edrick and got things straighten out. I kept copies of my emails and forwarded them on to Edrick for review.  I did send them to the correct email address and I hope you understand my frustration with no communications from you.  You can review your email system and may can determine where the problem lays. I ran the customer service branch at Control Laser for many years and know how the customer feels when he thinks he is being ignored.  I do appologize for my rant and I do believe that SD did not find my emails but I had no other way to let you know that I needed your help.  Thanks for your immediate attention today. Bob Sigman

tek wrote:

devilman2075 wrote:

The best support in the world can't diminish the need for a little common sense. Shipping issues and broken machines, I can understand the negativity there but basic issues all 3d printers encounter should not fall upon support as a machine issue/defect.

I agree as far as nozzle clogging which could be categorized as maintenance issue, but for example heat core shorting out after just couple of hours of use is machine issue and material defect. If somebody sold you a stove on which heating element shortens out after you used stove for couple of hours what would you call it?

I think people generally will tolerate these issues to an extent and only IF support is prompt. But if you have to wait couple of weeks for clearly broken part then, well, I don't see how company can succeed long-term... :-(

I have not been able to get an email response from SD and I have requested a phone number as they advertise. I have been able to order new parts at my expense and it takes 3-4 weeks to get them. They show the parts ready to ship for a week before they ship anything.  Start-up excuses are not valid in the third year. Lack of service communications is a terrible example of the companies intregrety.  Charge the credit cards the day of the order and don't email me anything, and don't ship for 3 weeks, charge double what shipping should be, Sam needs to take some basics of customer service courses and learn people like me would rather have bad feedback rather than none at all.  I can't recomment SD for their rotten customer service of no feedback.
Bob Sigman

Bob,
What e-mail address did you send your e-mail to?
What e-mail address did you send the e-mail from?

The e-mail on your profile shows your order, and the e-mails we send out to confirm it, but no incoming e-mails. If your e-mail was lost, we'd like to get the headers so we can diagnose why.

Is it possible that you used the "comments" form on our wordpress site? Support does not check this - all support inquiries must be routed through support@solidoodle.com.

Edit: Just gave you a call.

Edit: It looks like you attempted to contact us by making a comment in your order. This isn't how we do support - you have to e-mail support at support@solidoodle.com via your e-mail client (gmail, yahoo, hotmail.)

I'll send you a quick e-mail from support now.

devilman2075 wrote:

The best support in the world can't diminish the need for a little common sense. Shipping issues and broken machines, I can understand the negativity there but basic issues all 3d printers encounter should not fall upon support as a machine issue/defect.

I agree as far as nozzle clogging which could be categorized as maintenance issue, but for example heat core shorting out after just couple of hours of use is machine issue and material defect. If somebody sold you a stove on which heating element shortens out after you used stove for couple of hours what would you call it?

I think people generally will tolerate these issues to an extent and only IF support is prompt. But if you have to wait couple of weeks for clearly broken part then, well, I don't see how company can succeed long-term... :-(

I have not been able to get an email response from SD and I have requested a phone number as they advertise. I have been able to order new parts at my expense and it takes 3-4 weeks to get them. They show the parts ready to ship for a week before they ship anything.  Start-up excuses are not valid in the third year. Lack of service communications is a terrible example of the companies intregrety.  Charge the credit cards the day of the order and don't email me anything, and don't ship for 3 weeks, charge double what shipping should be, Sam needs to take some basics of customer service courses and learn people like me would rather have bad feedback rather than none at all.  I can't recomment SD for their rotten customer service of no feedback.
Bob Sigman

solidoodlesupport wrote:

articles.latimes.com/2013/jan/19/home/la-hm-3d-printer-20130119

Surprised you guys missed this!

Not a real flattering article....hope mine works better next week :-)

I think I commented on that one above. The guy had a hard time getting RH/Pronterface to work on his Mac. We were in the middle of switching to RH.

I think if he would have bought one today, he would have had a much better time.

articles.latimes.com/2013/jan/19/home/la-hm-3d-printer-20130119

Surprised you guys missed this!

Not a real flattering article....hope mine works better next week :-)

adrian wrote:

OEM case for the SD2...

You do not want this.

Agreed. Wasn't a recommendation - was mentioned purely for compelteness least someone say "But you can get an enclosure for an SD2....'

SD2 Pro Model $599:

    Heated Build Platform - allows you to build large prints up to 6x6x6" without bottom warping. 1/8" aluminum plate.
    Upgraded power supply
    Redesigned Spool holder to hold filament and eliminate tangles (makes unattended printing much easier)
    Interior lighting
    Open design (no outer cover/door)

OR

SD3 Standard Features:

    Creates plastic parts up to 8" x 8" x 8"!
    Uses 1.75mm plastic filament (ABS recommended)
    13.5" x 14" x 14" case footprint (L x W x H)
    Durable metal frame
    Fully Assembled & Tested
    Heated Build Platform - allows you to build large prints up to 8" x 8 " x 8" without bottom warping. 1/8" aluminum plate.
    Redesigned Spool holder to hold filament and eliminate tangles (makes unattended printing much easier)
    Interior lighting
    Open design (no outer cover/door)

OEM case for the SD2...

You do not want this.

Anyone of you has experiences about both of two versions, can give me some advices, thanks very much.