SandervG

Hi cor3ys, I will sent you a replacement set of set screws just to be sure. Like some say above, loosen the misaligned pulley, set everything right and tighten the hell out of it. The spacer will put it at the correct position. A new set will be heading your way.

Hi Engineer, Thank you for your post. It is a good question to ask. Just like David I can too admit that most of the damage inflicted on the machines are due to rough shipping. Of course we tested the packaging before we started shipping the units, but I guess it shows the testing was not 100% sufficient. We immediately took action in both engaging the conversation with those customers to find a satisfying solution as well in improving our packaging methods. Just like said above, it is not necessarily a bad thing if you get negative feedback or a complaint, what matters is how you deal with it. And I think, at least I hope, that we have done a good job on this. A satisfying solution means either a replacement of the unit or helping with troubleshooting and sending the replacement parts. In no case will anybody be left in the dark. If you have learned one thing from the forums I hope that its that we stay in close touch with our community and we leave no man behind! .. or woman. I also want to mention the topic Ian started; I don't think he is overreacting. Just like everyone else he had high anticipation when the new Ultimaker 2 would arrive. Only to find out it has some issues and you can not start printing the same night without keeping an eye on it. I can understand the level of frustration, but again I hope (and I will let Ian confirm this.. ?) we addressed his situation well. I think it is also important to underline that these few cases of damaged machines are not the benchmark of what we are shipping, but a few unfortunate cases / accidents. Just like Nacho there are a lot of very positive experiences. Thank you for posting!

Where did you get the purple PLA from?

Thank you for the reply. Once the payment is sorted out, we can ship your order the same day, or the very next day (depending on the time of confirmation). So there won't be any further delay. Thank you for understanding.

Yes there is! Luckily, I am a pretty nice guy and fun to talk to :wink: I have contacted those individuals who needed to be updated about their order. If you do not hear from you, consider the schedule online to be the actual schedule. When we make large improvements on the lead time I will create a new schedule. Thank you all for understanding and for any further questions or remarks, please feel free to contact me

Hi Jet, I know it is not the most obvious way to upload, but I did not expect it to be this difficult If you go to the top right corner of your screen you have your account name Click it, and a drop down menu will appear. Go to My Gallery. I assume you don't have a gallery yet, so there should be an upload button. You can upload files to your gallery, and from there upload them in your posts. Edit. I just read your latest post, great! I am looking forward seeing what you can bring to the table!

Hi Raimon, thank you for your post. I have been in touch with my colleague and she told me your issue will be solved today. She has an appointment with our financial department to work on a solution in regard of your payment. I understand you have made your payment near a week ago, but you have only contacted us the day before yesterday about your payment. We took immediate action, and I have faith it will be solved today. Thank you for your patience and understanding about the situation. We are working on creating a new method that allows us to pro-active respond to customers when there is a problem with their payment so it will be solved right away.

I recently heard the form one is very toxic, at least.. the material it uses. Is anybody familiar with this? true / not true?

Hi R4ix, Thank you for your post. There is a possibility something went wrong with your payment, that was beyond us. For example, it can be that your payment was put on hold to secure its safety. In our system I see my colleague is still in communication with you, so I trust this will be solved on a short notice. Thank you for your patience. @Geeks, I read your order has also been modified on a different topic.

Hi Alex, I understand your eager to get a reply but I don't think the forum is the place to do this. I see no added value for anyone reading this thread. If you want information about an order please contact our sales team by email or give them a call. @ R4ix, if you have an issue with an order please follow the same path; contact our sales team by email or give them a call. They are all very happy to help you. Thank you.

Hi Kada, Thank you for your post. I will get in touch with you through a personal message. I am curious to hear what let you to the refund, if it is something we could have prevented or perhaps a totally different reason. Of course if you insist you are entitled to a refund so that is no problem. Thank you and have a good day. And thank you all guys, for the nice words about the Ultimaker2! At the moment I am in London at the 3D Printshow and it is a true pleasure to see everyones response when they see the machine and a pleasure for me to work with it ^^

On a side note. I will be out to the 3D Print show, if anybody is in the neighborhood come by and say hi! This also means my response on the forum or messages may be a little bit slower then usual. I do try to read it as often as possible, and get back with anyone asap.

Today I got a note from our logistic department, that this week we will not only be sending out on Monday and Tuesday, but during the entire week. So it is possible that those who's Ultimaker was suppose to ship today or yesterday haven't received their tracking code yet. But they should receive it through the week. If you don't receive a tracking code, make sure you did not sign out as a guest during the check out, and/or contact our sales team. Through our extra efforts we found our way through all the feedback we have been getting after the release and we are becoming much more responsive again, like you are used from us! They would be happy to help anyone. Have a good day!

It would be a better idea to already get your STL down to approx the right size before loading it in Cura. (if you want to scale models in that ratio). If your model is 1 meter x 1 meter x 1 meter, and you only want it to be 1cm x 1 cm x 1 cm I would recommend to scale it down in whatever software you use. And let Cura just slice it. I think that would be the best workflow..

Thinner layers also make it easier for the printer to print overhangs so you may consider printing .1 next time But this print doesn't look to bad at all

Can you wipe those particles off or is it damaged? Strange indeed. If you use the glue stick and heat the heated bed up to approx 70°C you shouldn't have any adhesion issues.. What is the model suppose to look like? Can you add an image of the model? (screenshot Cura).

I am glad you have been able to solve it! Have a great weekend!

We do have the Original on stock yes. Of course you can change your order into an Ultimaker Original. It is also a very powerful machine with great specs. Be aware that the Ultimaker Original requires a bit more technical knowledge to operate then the Ultimaker². If you are comfortable with this I would be happy to assist you in the order modification.

Hi Anaxyd, I will look into it and report back. Thank you,

Hi Hoang, First I would like to suggest to not post your same question multiple times on all different channels you can think of. I already sent you a reply on a different topic, on facebook and over the email. Please choose 1 channel to avoid miscommunication. Thank you. To answer your question, again. 'Thank you for your post. When you check out as a guest I think it is common that you can not check for updates. That is the benefit from creating an account. But I just checked your order and it is ready to be shipped, order came through fine and payment is also complete. A couple of days ago I wrote down the following schedule: 'Hi friends, Last week I have frequently received the question when people could expect their Ultimaker² to ship. Which is totally understandable, I would also be very eager to get my hands on this shiny piece of technology! As I also told most of you until now it was very difficult to get some proper insight in the individual shipping dates due to some technical IT problems, but today this has been resolved. Unfortunately, due to some unforeseen issues with a supplier we have not been totally able to keep the lead time under 2 weeks as we initially planned. My apologies for all who are inconvenienced by this. I wrote down the following schedule and I think everybody can find his order in: Week 44 (28-10/3-11) everything not shipped by now that was ordered from 20-9 till Week 45 (4-11/10-11) 09-22 order date Week 46 (11-11/17-11) between 23-9 - 30-9 order date Week 47 (17-11/24-11) between 1-10 - 9-10 order date Week 48 (25-11/1-12) between 10-10 - 21-10 order date Week 49 (2-12/8-12) between 22-10 - 29-10 order date Week 50 (9-12/15-12) between 30-10 - ... Week 51 (16-12/22-12) Shipments will be on Monday and Tuesday. We are working very hard on scaling up the production department. With our current resources the lead time will be as stated above. When the up-scaling can be implemented in the actual production process you will see the lead time decreasing, so it can/will only get better. Hopefully that is a consolation for some. I understand some may have questions or remarks and I would be happy to answer all of them. Please contact me over the forum or through our sales team.' Based on this schedule your order should be shipped out in week 48. If you have any further questions, please fee free to ask. I also sent a request to our IT specialist to find out if I can connect your order to an account afterwards.'

Hi Hoanggy, Thank you for your post. When you check out as a guest I think it is common that you can not check for updates. That is the point of an account. But I just checked your order and it is ready to be shipped, order came through fine and payment is also complete. A couple of days ago I wrote down the following schedule: 'Hi friends, Last week I have frequently received the question when people could expect their Ultimaker² to ship. Which is totally understandable, I would also be very eager to get my hands on this shiny piece of technology! As I also told most of you until now it was very difficult to get some proper insight in the individual shipping dates due to some technical IT problems, but today this has been resolved. Unfortunately, due to some unforeseen issues with a supplier we have not been totally able to keep the lead time under 2 weeks as we initially planned. My apologies for all who are inconvenienced by this. I wrote down the following schedule and I think everybody can find his order in: Week 44 (28-10/3-11) everything not shipped by now that was ordered from 20-9 till Week 45 (4-11/10-11) 09-22 order date Week 46 (11-11/17-11) between 23-9 - 30-9 order date Week 47 (17-11/24-11) between 1-10 - 9-10 order date Week 48 (25-11/1-12) between 10-10 - 21-10 order date Week 49 (2-12/8-12) between 22-10 - 29-10 order date Week 50 (9-12/15-12) between 30-10 - ... Week 51 (16-12/22-12) Shipments will be on Monday and Tuesday. We are working very hard on scaling up the production department. With our current resources the lead time will be as stated above. When the up-scaling can be implemented in the actual production process you will see the lead time decreasing, so it can/will only get better. Hopefully that is a consolation for some. I understand some may have questions or remarks and I would be happy to answer all of them. Please contact me over the forum or through our sales team.' Based on this schedule your order should be shipped out in week 48. If you have any further questions, please fee free to ask. I also sent a request to our IT specialist to find out if I can connect your order to an account afterwards.

Hi Cesar, just to rule out any miscommunications. I believe I addressed your situation in a different topic, and it can be considered resolved. Correct? @ Genshi, please look at this schedule for an update about the actual shipping dates: 'Hi friends, Last week I have frequently received the question when people could expect their Ultimaker² to ship. Which is totally understandable, I would also be very eager to get my hands on this shiny piece of technology! As I also told most of you until now it was very difficult to get some proper insight in the individual shipping dates due to some technical IT problems, but today this has been resolved. Unfortunately, due to some unforeseen issues with a supplier we have not been totally able to keep the lead time under 2 weeks as we initially planned. My apologies for all who are inconvenienced by this. I wrote down the following schedule and I think everybody can find his order in: Week 44 (28-10/3-11) everything not shipped by now that was ordered from 20-9 till Week 45 (4-11/10-11) 09-22 order date Week 46 (11-11/17-11) between 23-9 - 30-9 order date Week 47 (17-11/24-11) between 1-10 - 9-10 order date Week 48 (25-11/1-12) between 10-10 - 21-10 order date Week 49 (2-12/8-12) between 22-10 - 29-10 order date Week 50 (9-12/15-12) between 30-10 - ... Week 51 (16-12/22-12) Shipments will be on Monday and Tuesday. We are working very hard on scaling up the production department. With our current resources the lead time will be as stated above. When the up-scaling can be implemented in the actual production process you will see the lead time decreasing, so it can/will only get better. Hopefully that is a consolation for some.' If you have any further questions, please feel free to ask. I would be happy to help.

Hi Cesar, I believe I already addressed your situation in a different topic, and it is resolved. Right? @HP, I am sorry to hear you have not received a reply yet. As I already explained on different similar complaints, at the moment we are very busy processing all the feedback produced by the release of the Ultimaker 2. We intend to get back with everyone as soon as possible, but unfortunately due to the amount of feedback, questions and interest we can not always reply as fast as we would like. In the beginning of this topic I mentioned the different status updates. Balance due means there is a difference between the amount of money you transferred and the amount required. If you can sent me your ordernumber I could look up the details and get back with you with a solution on how to solve this asap. Again my apologies if the delay in response caused any inconvenience. Lets focus on resolving this.

Thank you. I hope you understand they do try to get back with everyone on a short notice, but there are a lot of inquiries to get back to. But I am glad I am able to assist you to your satisfaction. That is what the '..' stands for at week 50. Like I also said on the post, this is the lead time with our current resources. We are looking at potentially scaling up some processes, but since that is not in practice yet I am not calculating that in the schedule. So I would go ahead and reply your answer with week 50. If you have any further questions please let me know. Please sent me a PM with your ordernumber so I can check the status of your order and give you a confirmation about the shipping date. Thank you!

Hi Cesar, Thank you for your post. If you look at this post: 'Week 44 (28-10/3-11) everything not shipped by now that was ordered from 20-9 till Week 45 (4-11/10-11) 09-22 order date' It says all orders between 20-9 and 22-9 that have not yet been shipped will be shipped this week and the next. The regular shipping days Monday and Tuesday are starting from next week on. I just checked and your order has been scheduled for next week. Please let me know if you have any further questions.