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Hi Jack, Thank you for your ticketID. When reading through the communication you had I see you live in Russia but you got the Ultimaker from Amsterdam. After checking your serial number in our system I also discovered the Ultimaker 2 you received is one of the units that was stolen from our warehouse. Since you did not get the Ultimaker from one of our official channels and there is no way of telling in what kind of circumstances the Ultimaker has been stored or how it has been handled your Ultimaker 2 is not covered by our warranty. However if you want to repair your Ultimaker 2 we can sell you the parts required to do so. The fact remains we can not ship to Russia because customs are very difficult. So it will have to go through the point of contact you have in Germany. If you want to use this offer please get back in touch with Marrit so she can make the appropriate arrangements.

Hi Jack, Thank you for your post. Can you share your ticketID with me? Perhaps there is something I can do to help. Thank you for your time,

Hi Adam, Welcome to the community! I am looking forward to see what you will be making!

Hi Guys, Thank you all for your post. Well.. I am not sure if 'thank you' is the most appropriate term since I can sense quite some negativity in this thread. First of all I understand if people are frustrated as obviously I am aware that not all the times things go out the most efficient way and the frustration is being emphasized by what you could call flaky communication. I am not really sure where to start or reply to personal questions, I am also not sure if this thread is about a specific issue or if it is just about ventilating, so that is why I will just try to give you all some more insights in the growth of Ultimaker and what the future looks like from our end. Of course, in all of our openness, I welcome all comments and start a conversation. As many of you have already stated Ultimaker is going through a big growth, which has taken bigger proportions after the release of the Ultimaker 2. The lead time is one of the signs of this growth, and our unrewarding effort to keep up, since it rapidly moved up to 10 weeks. This took up a lot of our focus and time to make the entire assembly more efficient, faster and bigger and bring down the lead time. It took a while for us to get a grip on the entire situation. Another thing that has been a hurdle in most of the experience you have had is that our IT system has not been fully optimized. And as I think most of you can imagine, that can really create a lot of frustration both on your end as ours. Because we all have the same goal: make you happy and create a pleasant shopping and printing experience. But when demand is high you soon find yourself repairing, helping and preventing escalation instead of making progress. This has been quite a time consuming fase and deep valley to crawl out but taking the lead time as an example again; we have been able to bring it back to 6-8 weeks now. So we are making progress and I would like to think soon we can leave this behind us and can rely on more aspects then we can today. Unfortunately, this is not implemented today or tomorrow so until then I can only ask for your understanding and cooperation towards a solution to fix certain/your inconveniences. We all share the same goal; create a pleasant shop and 3D-Print experience. In case this is not met the best thing would be to get in touch with our sales & support team or send me a DM through this forum. I would be happy to help out wherever I can. I totally understand at times it is frustrating, but like someone stated on this thread.. it may take a while but we (Ultimaker) will help you out. Ultimaker does not have the etos to leave its community members in the dark. Thank you all for reading this post, hopefully I have been able to create some insight in the entire situation. I would be happy to answer any questions and continue the conversation. Have a great weekend, thank you all for your time.

Hi 3Poro and Green83, Could you send me your ticketID if you are still in need of some help? At the moment I am in San Francisco for the Maker Faire but I am sure I can reach out to one of my colleagues at HQ to help you out Let me know if there is anything I can do. The point about the sending reminders is that the ticket system is based on last activity because we want to help the one waiting the longest first. By sending a reminder you are moved back up in the line. When we do not have a backlog in the ticket system this works really well, however when there is a (minor) delay in response time it can be an inconvenience. We have hired more people for the support team so expect improvement on our response times soon! Thank you all for understanding.

Hi Oscar, Can you send me your ordernumber? I will look into it and give you an update about the status. Thank you for your time and patience,

Hi Glandman, Do you have a ticket ID? If you can share it with me I would be happy to help or put you in touch with someone from our technical support team Thank you and our apologies for the inconvenience!

Hi Guys, This weekend I will be at the Maker Faire Bay Area with my colleague Matthijs. Will any of you come by and say hi? Ultimaker is at booth 815. Looking forward meeting some of you IRL!

Your UM2 is selling more UM2? :eek: We need one of those! :wink: on topic: Great work!! Do you have some pictures during the process?

Thank you for your post. I will get you in touch with my colleague from sales who will be able to offer you alternative payment methods or a workaround the problem. Thank you for your time!

Hi Felix and Evilpoltergeist, Using your email and our communication system I have been able to find your order numbers and since we are sending a large batch of Ultimaker Original's out today I double checked and both your Ultimakers are scheduled to be shipped out today! Hopefully that is some satisfying news and you will be able to start your 3D print adventure soon Let me know if you have any further questions,

Hi Felix and Evilpoltergeist, Please send me your order number in a PM. I will see what I can do for you. Thank you for your time!

i love this community! :lol:

Hi Hunter, Thank you for your post. Could you send me the ticket ID number that you have send (in a PM if you prefer)? I will get it sorted out and get you 2 new stepperdrivers if this is indeed necessary. Could you perhaps post a picture of how it got delivered to you? It would rule out any miscommunication of any kind Looking forward hearing from you and sort this out. And get you back to 3D printing asap. Thank you,

You got it all wrong.. they keep things .. interesting! OnTopic, Note to self: Never leave this thread alone for a few days. Took me 5 pages to get back up to date!

What Robert said. Make sure the first layer is pressed in the tape. The first layer should not 'lie' on the tape, but it should be visible. Here are some pictures as a reference: http://wiki.ultimaker.com/Calibrate

Clever!

The black part is the lever.. what you suggested you have misplaced.. Perhaps you could post a picture of what you have now as a feeder?

I knooooow. One of my most favorite threads. All the creativity is so inspiring! And the overal quality / expertise is sky-rocketing!!! :eek:

I will probably be in the UK a couple of times this year. Are you planning on going to TCT / 3D Printshow? .. I wonder who spread that rumor

For some reason I seem to have missed your previous post, my apologies. Sometime I have close to 100 notifications and I guess I missed this thread. I will send you a PM on how to solve your trouble.

Hi Eric, Thank you for your post. What does the rest of the laser pack look like? I see some of the markings are double, is it only the front panel? I don't think you have to worry about the bearings falling out because it also has end-caps. But you just want them to be stuck into place. Keep me up to date about the replacement part. It should arrive shortly. Thank you for your time,

but the quality on your latest prints look fine!

At what resolution have you printed these models? The pictures you uploaded on the previous page (87) show (in my opinion) some over extrusion I saw before when printing at 20 micron. The settings were fine, but the resolution in E was not accurate enough. (I must add, this was over a year ago). But it had the same squiggly upwards lines. Have you tried decreasing the flowrate by just a few %? Or just as someone else said, print at 40 or 60 micron. The difference between 20 and 40/60 micron is difficult to say on the naked eye while the overal printing-time is severely longer.

Could you take some pictures and send them to our technical support? They will be able to help you and make a proper judgement call if indeed you need a replacement panel or it can be resolved in another way. Thank you for your time and our apologies for the inconvenience,