Hello,
For the last couple of days I have been trying to buy an Ultimaker 2 3D printer and some filament. This hasn't gone smoothly at any point of the payment and support phases.
2 days ago I had my order ready and was ready to pay via my credit card. I chose to pay with my card, entered my information correctly and when clicking the send button I was sent back to the payment options page with the "Payment could not be processed, please check yout information" error. I tried again a couple of times, making sure my information was correct, and the error persisted.
From there I called my bank who assured me there was no problem on their side. My next option was to contact Ultimaker tech support. I typed my message in form the website, marking it as "Critical", and one day later I recieved a reply. Simone, the person who replied to my message, informed me that they could see the credit card errors and encouraged me to use another payment method.
After feeling disappointed that I couldn't use my credit card I was only left with payment via bank transfer. So, I chose the payment method, get redirected to Adyen and from there I click on "International Bank Transfer". This resulted in the exact same error as before. I go back to talking to Simone and I send them a reply saying what my problem is. One day later I recieve a reply saying that I should empty and refill my backet for it to work. Alright, I try that with no positive results.
I send Simone another email stating that this didn't work and that I'm ready to pay directly by bypassing the site payment system somehow. I never got a reply.
At this point I'm really let down by the Ultimaker store and Ultimaker tech support.
I strongly believe in the Ultimaker 2 printer and in the idea of your company and would be extremely unhappy to be forced into buying an inferior product from another company.
I hope Ultimaker helps resolve this issue as soon as possible and as smoothly as possible.
