1 Topic by leethegeek

  • leethegeek
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Topic: Is anyone getting responses from support?

Has any one heard from Solidoodle support recently? I emailed them 2 weeks ago and 2 more times since then with no response other than the auto reply. Every time I fix a problem with it something else go wrong. For the price I'd just accept it as something that needs tinkering with but really the design does not lend itself to that, it was designed not to be tinkered with so really any kit would have left me in a better place, and if I bought a kit with faulty parts I'd still expect those parts replaced. At this point I'm just going to dispute the charge with my credit card company since they wont respond to me.

2 Reply by pshcims

  • pshcims
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Re: Is anyone getting responses from support?

I got replies to my earlier messages regarding my orders within 2-3 days, but haven't got a reply since Wednesday.

What issues are you having? I was ready to give up due to a large number of issues I had initially, but only have one issue which I can workaround for now. I found solutions on this forum. If you insist on giving up, go ahead and pursue your options for a refund, although keep in mind you likely waited a while for this printer, and it's lower priced than so many other options.

Also, the case is more of a cosmetic thing. Don't be afraid to take it apart and tinker with it, especially if you're following instructions on here. I had screws missing inside my unit. Sure, this is annoying and unprofessional, but a few dollars and a quick trip to the store solved this issue for me.

3 Reply by DePartedPrinter

  • DePartedPrinter
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Re: Is anyone getting responses from support?

They are incredibly busy with tickets. They personally called me a few weeks ago to let me know they are working on my issue but it might take some time to resolve.

SD2 with E3D, SD Press, Form 1+
Filastruder
NYLON (taulman): http://www.soliforum.com/topic/466/nylon/

4 Reply by leethegeek

  • leethegeek
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Re: Is anyone getting responses from support?

The first two times I had to contact them I got responses in a few days also but now nothing. I have fixed enough of the problems that it is currently working (The wires jamming, missing screws, the stepper voltages all wrong, broken extruder wire) the reason I emailed them 2 weeks ago is the fan on the inside next to the board make a horrible sound when I turn the printer on and after a minute it seems to warm up and quiet down. I would just replace the fan with my own money (though I should not need to) but the way it is installed I cannot get it out, I emailed them asking how to remove it since it seems pressed onto plastic studs and even with significant effort it wont move, I'm afraid i'd break it of i put any more force on it. I'd be fine with tinkering if it was something that could be tinkered, the fact that it was designed as an out of the box working printer means thought was not given to how people would work on it, you cant even adjust the belt tension. Its sort of like the hardware equivalent of soliprint, supposed to just work but does not and because it's supposed to just work does not have the features you need to adjust it.

5 Reply by domas

  • domas
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  • Registered: 2015-01-16
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Re: Is anyone getting responses from support?

TL;DR: Yes, they are really busy, but I get tracking number for replacement part yesterday. Be patient and check your ticket in their online system, if it's closed, you can reopen it by replying to their message.


I've opened support ticket when I got my Press delivered a month ago. They did replay and promised to send a replacement for the broken part upon arrival. After some I logged in to their online support system to find that my ticket was closed (might be automatic closure, as they were the last to message me). I replied to their message thus reopening the ticket.

All's good, I got tracking number for the first item and requested replacement for bed heater element that died. They are busy, but we are not forgotten yet smile