SoliForum - 3D Printing Community — No Solidoodle Support Response

Re: No Solidoodle Support Response

null@example.com (sitewrks) — Mon, 09 Mar 2015 03:38:51 +0000

OK; since I started the post I wanted to give an update;
So I've finally received my printer back from the company. Its the same printer; not a new one. The original one that shipped had the screw on the drive shaft gear sticking out and stuck, so the drive shaft wasn't able to feed filament. I can't really tell what they did to the printer to call it fixed -- nothing obvious except the screw on the extruder drive shaft is now engaged.

So far I've tried 5 prints on the refurbished printer and they've all failed miserably.
On 2 of them the drive shaft screw came loose and the gear stopped feeding filament into the extruder. They say this is 'rare' in their support literature, and tell you to get a 1.5mm allen wrench to tighten it down -- not an easy procedure since you have to feed the wrench into an awkward place on the extruder. The other times the filament simply stopped feeding or broke. I've had to take the front extruder plastic cover and metal extruder cover [the things w/ the thumb screws] off several times to clean out broken filament.

I had originally bought this for my kid's school; but it arrived too late for them to use. Not that I would ever subject them and their teachers to such a crappy machine at this point. This is about as far from 'plug and print' as you can get. Anyone reading this who is considering the Press should run fast in the other direction.

Re: No Solidoodle Support Response

null@example.com (thatdecade) — Fri, 20 Feb 2015 16:11:01 +0000

Got a reply from support today. Spare parts for the Press have arrived.

Re: No Solidoodle Support Response

null@example.com (Rochey) — Tue, 17 Feb 2015 20:36:37 +0000

Dream-Cypher wrote:

I suppose that is good to know...
You think that they would have considered putting a note on each case to the effect? Particularly considering the backlog.
I did receive a call from Solidoodle regarding the filament order-related issue at least. So I can confirm that they are still there.
My other requests about how to adjust the longer Y-axis belts, needing a replacement side panel, and a request for the motherboard design files (since they state in the manual that they are licensed under Creative Commons share-alike) are still pending.

sales is always working...

Re: No Solidoodle Support Response

null@example.com (Dream-Cypher) — Tue, 17 Feb 2015 20:06:18 +0000

I suppose that is good to know...

You think that they would have considered putting a note on each case to the effect? Particularly considering the backlog.

I did receive a call from Solidoodle regarding the filament order-related issue at least. So I can confirm that they are still there.

My other requests about how to adjust the longer Y-axis belts, needing a replacement side panel, and a request for the motherboard design files (since they state in the manual that they are licensed under Creative Commons share-alike) are still pending.

Re: No Solidoodle Support Response

null@example.com (Rochey) — Tue, 17 Feb 2015 19:34:24 +0000

i bet when they merge, your ticket goes to the back of the line

Re: No Solidoodle Support Response

null@example.com (thatdecade) — Tue, 17 Feb 2015 19:27:09 +0000

Response from twitter.

Solidoodle wrote:

Thanks for your patience. Customer Service merges all tickets when it is created by one customer. We are aware of your concerns!

https://twitter.com/Solidoodle3D/status … cmVwbHk%3D

Re: No Solidoodle Support Response

null@example.com (android78) — Tue, 17 Feb 2015 19:25:04 +0000

The press really could be enough to sink this company. Shame.

Re: No Solidoodle Support Response

null@example.com (Dream-Cypher) — Tue, 17 Feb 2015 18:49:51 +0000

The same just happened to me regarding the fact that they shipped me the wrong color filament. I opened a follow-up and told them that if they did not respond this time I would be opening a complaint with my credit card company.

This is ridiculous.

If they continue closing cases, I'll start posting them on facebook or twitter. They occasionally respond there.

Re: No Solidoodle Support Response

null@example.com (thatdecade) — Tue, 17 Feb 2015 17:56:20 +0000

So I clicked the button to create a follow up ticket yesterday. Today support closed those tickets too. No reply again, just summary closing tickets.

Do I keep creating tickets?

Re: No Solidoodle Support Response

null@example.com (thatdecade) — Mon, 16 Feb 2015 18:57:59 +0000

I have multiple support issues open. Looking today, they are all marked SOLVED with no response!!!

This request is closed for comments. You can create a follow-up.

Re: No Solidoodle Support Response

null@example.com (Dream-Cypher) — Sun, 15 Feb 2015 01:31:33 +0000

for people having issues getting a response...

I responded to an email from support several weeks ago and heard nothing.... Today I logged on to their support site and saw that my response had never been received/added to the case. I was able to enter my response directly on the support site...

So, if you've been trying to communicate via email, be aware... their system may not work properly. Much like their printers, it seems.

Re: No Solidoodle Support Response

null@example.com (cptskippy) — Fri, 06 Feb 2015 20:58:03 +0000

You won't get reimbursement, I'm not aware of any company that would do that.

Re: No Solidoodle Support Response

null@example.com (atrayu) — Fri, 06 Feb 2015 20:49:23 +0000

Same boat - very intermittent responses ... My power supply fried. Browsing the forums looking for ideas. Maybe I should buy my own and ask for reimbursement?

Re: No Solidoodle Support Response

null@example.com (sitewrks) — Thu, 05 Feb 2015 23:50:52 +0000

Update: Solidoodle Customer Service contacted me today [message below]. If they're sincere and work hard to resolve these issues, and the replacement printer is as good as advertised, then I'm willing to become a believer again. I'll post updates as things progress.

I sincerely apologize that our customer support has been lacking for the last several weeks, we have been getting absolutely swamped and we were not as ready as we thought to handle such an increase in volume. We are working diligently to address everyone's issues!

Judging by the position of the set screw in the pictures you sent, this is very clearly an error in assembly. Attached you will find an RMA form that you can print, fill out, and include with your return shipment. We will then ship you out a brand new replacement as soon as we can. You should receive a UPS return label shortly.

Again, I apologize for the poor customer service you have received in the last few weeks. I assure you that we take customer support very seriously and I am confident that once the current backlog is clear, you will not have any issues with getting a prompt response to any issue you may have.

Re: No Solidoodle Support Response

null@example.com (sitewrks) — Thu, 05 Feb 2015 21:24:45 +0000

Wow; so they responded quickly to your request and are sending you a new printer. Meanwhile i can't even get a response to the multiple requests I've sent over nearly 4 weeks. It's great they're dealing with your problem, but I can't help but wonder what is going on there. Are they cherry-picking support requests?