1 Topic by jwilkins

  • jwilkins
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Topic: Support Phone Number

Hi all,

I know this is my first post, and maybe my request is out of place, but I'm looking for a little help.  I'm trying to order a SD3, and the online order form isn't working for whatever reason.  Support has been quite slow (in my opinion) via e-mail, and I'd like to contact Solidoodle directly via phone to place my order.  I realize they do not publish their phone number because of the large number of customers and limited CSR availability, but that they will give it out on request.

I've requested the phone number, but haven't heard back.  I have been trying to order a printer for the last 3 days and don't particularly want to waste another day.  I'm not upset, as I realize that customer service for a small company with many customers can be difficult and time consuming.  I simply want to talk to a real person and get my order placed.  Does anyone have a phone number they can send me via PM (or perhaps the Solidoodle representative browsing these forums could be nice enough to provide it)?

On another note, what have their lead times been like recently (for anyone who has purchased in the last month or so)?  Their site says in stock, and that means it should ship within 7-10 business days, but I know sometimes that info can be misleading.

Thanks all in advance for the help smile

2 Reply by 2n2r5

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Re: Support Phone Number

You should try the IRC channel. You can find all the info in the wiki.

SD3 w/ mods:
Glass bed with QU-BD heat pad upgrade, threadless ballscrew w/ 8mm smooth rod, spectra line belt replacement, lawsy MK5 extruder, Lawsy replacement carriage, E3D hotend, Ramps 1.4 w/ reprap discount controller, DRV8825 drivers, 12v 30A PS, Acrylic case, Overkill Y-idlers, Filament alarm, Extruder fan + more.

2n2r5's Website

3 Reply by solijohn

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Re: Support Phone Number

jwilkins wrote:

Hi all,

I know this is my first post, and maybe my request is out of place, but I'm looking for a little help.  I'm trying to order a SD3, and the online order form isn't working for whatever reason.  Support has been quite slow (in my opinion) via e-mail, and I'd like to contact Solidoodle directly via phone to place my order.  I realize they do not publish their phone number because of the large number of customers and limited CSR availability, but that they will give it out on request.

I've requested the phone number, but haven't heard back.  I have been trying to order a printer for the last 3 days and don't particularly want to waste another day.  I'm not upset, as I realize that customer service for a small company with many customers can be difficult and time consuming.  I simply want to talk to a real person and get my order placed.  Does anyone have a phone number they can send me via PM (or perhaps the Solidoodle representative browsing these forums could be nice enough to provide it)?

On another note, what have their lead times been like recently (for anyone who has purchased in the last month or so)?  Their site says in stock, and that means it should ship within 7-10 business days, but I know sometimes that info can be misleading.

Thanks all in advance for the help smile

We respond to e-mails with 48 hours. If you don't hear back from us, we didn't get it.
We do give out the phone #, but only by e-mail.
I'm sure we can get you fixed up fast - e-mail [email protected] or catch us on irc/skype.

Former Solidoodle employee, no longer associated with the company.

4 Reply by jwilkins

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Re: Support Phone Number

solidoodlesupport wrote:

We respond to e-mails with 48 hours. If you don't hear back from us, we didn't get it.
We do give out the phone #, but only by e-mail.
I'm sure we can get you fixed up fast - e-mail [email protected] or catch us on irc/skype.

I have an e-mail conversation already existing between myself, John and Edrick, and I have already requested the phone number via e-mail.  48 hours is quite a long time to make someone wait who's just looking for contact info (so that they can place an order, no less).

The ordering process is typically the easiest part (most companies have no problem taking your money).  The difficulty here has me somewhat second-guessing my decision.  I commend you guys for making an affordable and durable product, and I genuinely understand how people and tasks can be neglected as you get busier.  Still, when a customer runs into difficulties with just placing an order, you have to understand the impression that gives.

I am currently in the IRC channel, but I don't see anyone who looks like Solidoodle Support Staff.  I'm using the same handle as I have here.

5 Reply by Brad

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Re: Support Phone Number

I remember when I placed my original order on their site.

I was angry because my credit card kept on getting declined, so I sent off a bunch of emails and stuff.

Turns out it was my fault because my billing address was one digit off, and the credit card company locked my card when they saw an order attempt with the wrong billing address. So I apologized and enjoy my printer now smile

Hope they get it sorted out for you!

Brad's Website

6 Reply by jwilkins

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Re: Support Phone Number

Brad wrote:

I remember when I placed my original order on their site.

I was angry because my credit card kept on getting declined, so I sent off a bunch of emails and stuff.

Turns out it was my fault because my billing address was one digit off, and the credit card company locked my card when they saw an order attempt with the wrong billing address. So I apologized and enjoy my printer now smile

Hope they get it sorted out for you!

Ha!  That's certainly one of those foot-in-mouth moments!

I've double checked everything, tried placing the order more than once, tested the card with an order from Amazon...you name it!  I'm sure they'll get it sorted out, and if I weren't going to be using this for work, I wouldn't be overly concerned with being held up by a few days.

7 Reply by Brad

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Re: Support Phone Number

I run another online shop as well, and now I know their pain. Customers always blame you for credit card issues, 100% of the time its a "processor decline" the merchant doesn't get any more info than that, just that the credit card company refuses to process it.

Brad's Website

8 Reply by jwilkins

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Re: Support Phone Number

Brad wrote:

I run another online shop as well, and now I know their pain. Customers always blame you for credit card issues, 100% of the time its a "processor decline" the merchant doesn't get any more info than that, just that the credit card company refuses to process it.

I'm not necessarily blaming them, just their form tongue

All it says when I try to order is "This order cannot be processed."  I figured placing the order over the phone might correct those issues.

9 Reply by shan.destromp

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Re: Support Phone Number

jwilkins wrote:

On another note, what have their lead times been like recently (for anyone who has purchased in the last month or so)?  Their site says in stock, and that means it should ship within 7-10 business days, but I know sometimes that info can be misleading.

There's a long thread on that.  It seems to depend partially on what model you get, and how far away from New York City you are.  I got mine (in my hands) 3 business days after my order, but I'm also rather close to NYC.

|                                                           SD3                                                |
| Mk5 Jigsaw |:| Overkill Y-Axis Bracket |:| Lawsy's X/Y Carriage Replacement |
|  M5 Z-Axis  |:|         Glass Bed            |:|               Plexiglass Enclosure       |

10 Reply by Gomisan

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Re: Support Phone Number

I had a similar issue, I initially went to order then then something didn't work right with the form. I emailed them, had a brief conversation where they offered to take an order via phone, then I ordered via the online form anyway and it worked.

The online ordering process DEFINITELY needs improvement, I wonder if they are losing customers because of it. But I am really happy with the printer, and delivery, even to Australia was nice and quick.

Gomisan's Website

11 Reply by solijohn

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Re: Support Phone Number

Gomisan wrote:

I had a similar issue, I initially went to order then then something didn't work right with the form. I emailed them, had a brief conversation where they offered to take an order via phone, then I ordered via the online form anyway and it worked.

The online ordering process DEFINITELY needs improvement, I wonder if they are losing customers because of it. But I am really happy with the printer, and delivery, even to Australia was nice and quick.

The Solidoodle has lots of "Hacker" appeal. We have to keep the settings on the forms very strict to protect ourselves. This would be the same with just about any system, unfortunately.

Former Solidoodle employee, no longer associated with the company.

12 Reply by jwilkins

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Re: Support Phone Number

Update:

Spoke with Edrick over the phone and he was very helpful.  We tried to process the order over the phone, but ended up running into the same problem.  Solution:  used the Visa instead tongue