XistenZ wrote:For the last month I've been struggling to get a hold of support. This bot "Joel" keep on nagging me to call (a call would be more expensive than to just buy a new printer, which I explained but of course their script doesn't involve timezone differences or other countries). My first ticket probably got flagged as "too annoying" or something, so a human must've actually read it after a while but the convo was too long to read so it was easier to just ignore it. I started a new ticket and I make sure to start every mail with gibberish so that their bot get's confused so I have a higher chance of a person getting to it.
Someone had any experience, tips to get a hold of these people?
Joel is real person, not a bot. He's been a support tech for over a year. If you can't call, we can also take skype.
Often when people have trouble communicating with us over e-mail, we offer a call to clear things up. It can be far more to the point.
AZERATE wrote:
eah. SD support is pretty terrible. Half a dozen other printers on the market for approximately the same price that offer tech support. SD now insists you email them and they get back to you whenever, or IF, they feel like it.
If you really need assistance with your Doodle, you really only have 2 options:
1) PM solijohn here on the forum.
2) Simply ask a question on here and the community will help you. In my short printing experience, I have noticed many users on here rival if not best the average Solidoodle technician by leaps and bounds.
As far as company support or warranty, you can throw those hopes out the window when it comes to Solidoodle.
We open tickets directly through our support site (support.solidoodle.com) and via e-mail. It is very easy to get a call with us. Our average wait time is about 12 hours, well below industry standards (about 24 hours.)
Xistenz wrote:
Yeah, you'd think a company would have an interest in keeping customers, would they provide support I might've considered buying another printer from them when I want an upgrade but as it looks I'm not if I don't have to.
My current problem is that my board is dead so nothing the community can help with I'm afraid.
I'll keep solijohn in memory if support ignores my ticket again, or if the bot keep on repeating itself, thanks smile
So I took a look at your support inquiries. I'm not *100%* convinced that your board is dead. I am assuming what Joel was trying to do was talk you through checking that the board was properly set up. It is easy to knock a connector out of placement when doing a repair on the board.
However, if your board was in fact dead, we would most likely do a replacement. We are reticent to do replacements on boards, simply because in the majority of cases, the boards work perfectly fine when we receive them.
What is far more common, is for someone to complain of a defective board, when it is has a loose plug.
If you did adjust the boards potentiometers while the board was on, there was a risk that you may have shorted the board. That's one reason that it might have died, but I haven't seen concrete proof of this.
Does the board connect at all? Does it give error messages?
If either of these is true, it most likely not dead.
If you continue with support, I'm sure they will get you up and running. If your board is in fact dead, we will most likely replace it. We usually wouldn't do this for a printer that's been in the field for as long as yours, but you've obviously been wrangling with support for a while now.
Former Solidoodle employee, no longer associated with the company.
