Get Ultimaker kit on the 11th, on the 13th during build discover teflon plug end for the Bowden tube is missing, search everywhere several times, wonder if this part is not obsolete 'cause wiki doesn't get updated very fast I notice.
Post on forum, told I definetley do need piece, so then after exploring all these avenues contact Ultimaker, get a vague non committal mail asking have I perhaps "misplaced" piece myself , if not, mail back and they will sort it out for me.
Mail back assuring them that I have most defineltey not "misplaced" part and explain other avenues taken before contacting them,I am that sure, ask in mail could they please let me know what course of action will be taken, and when I might get replacement.
24 hours after mail still no reply so ,I contact them asking for the courtesy of reply to my previous mail, questioning how serious they are taking this issue and are they accepting responsibility, get very petulant reply telling me to have patience that piece has been sent , tracking number included in the reply.
Reply pointing out that all that needed to be done was simple aknowledgement of my issue which is normal operating procedure when dealing with other customer service representatives in similar situations and politely reminding them that this a buisness transaction .
Acknowlegement that perhaps they should have contacted me to assure me they were dealing with issue but in a "nice" business way.
Now on the 18th there is no tracking information on DHL website, call them up asking if there is a problem with their site or perhaps there is some sort of delay with shipping relaying them the number I was given,
They inform me that this package only collected today and was being sent by road which will take up to 3 business days at best Friday the 21st, email support again and ask to justify why they sent out piece only today and via the slow route reminding them that they left me short this piece and I had expected better.
Late this afternoon I get a sarcasticly tinged reply quoting different tracking number than the one issued last week and stating that package was in Dublin.
When I go to check DHL with new number it reports that package has been delivered and signed for by somone who doesn't live in my building and has no association with the seperate billing address on my account. Reply reports that this must discussed with other colleagues now and at close of business they've left, they can't see information on DHL for original tracking number they supplied, obviously unaware that I told them in an email this morning that I had spoken to DHL and they had explained why the tracking number is not showing.
so this evening I have no idea what is going on, what is my tracking no. and why do I have to wait until Friday.
Now, through out all of this I have to keep reminding myself that is a startup company, errors will occur and I must be patient and show some consideration.
I try to be considerate and appreciate how busy they might be and, what pressures there must be especially when you witness the size of the bubble that is forming in this market.
What aids consideration and sympathy from me, the customer, is, prompt, clear,communication, acknowledging clear and concise understanding of the issue and clearly advising on solutions being explored to remedy it.
What is not acceptable, and, no customer should have to aploogise for complaining about, not replying, not answering questions asked, vague,non-comittal answers,but, worst of all is having to tolerate during a business transcation with customer service reps are emails with intonations akin to a surly teenager who has been chided for not tidying his room, especially when responding to criticisms about their lapse in approach to customer service.
I chose to buy an Ultimaker because of recommendations by people locally (who have been supportive in trying to rectify this issue over the last week) and there seems to be a good community on the forums and the groups.
But, when you consider all of this on top of other niggly bits, melted end stop cable by soldering iron, and ironic qc stamp on front panel of Lasercut pieces = poor quality control, but had let slide because I can work around these issues.
But, I despair now, and, whether I get this piece and even then, the time to get this project finished before the holidays I'm really indifferent to and disappointed over all by the whole experience now.I had planned to be doing demos for some folk this week which I've had to defer.
So can someone tell me Is this as good as it gets normally with UM and have I made a huge mistake, or I have just caught a bad break here, I'm talking to two other manufacturers one of whom suplies prebuilts for simlar price as kit and full garaunteed so I'm questioning should I just cut my losses now and unload this as I now know what 's under the hood and even so there is great build support on the other rep rap forums, because don't see why I should have to deal with this level of frustration and try again over yonder. Ultimaker is not the only show in town??????