amyinnh
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Posts posted by amyinnh
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When your customers are getting no answers for late orders and are turning to forums for answers, yes, this is poor customer service.
Quite possibly it's a difference in US business customs.
- Billing someone's credit card doesn't happen until the product is being shipped.
- Items for sale but not available for shipping yet are listed as backorder (old products) or preorder (new products) before they buy it, with an estimated time of delivery, and again, not billed til shipped. Note customer is informed before they buy it, that it is not currently available.
- customer support proactively informs customers if their estimated delivery time moves, forward or backward. From the time the order is placed, the onus is on the company's customer support to proactively communicate with the customer about their order.
- responses to customer inquiries by customer service are typically within 24 to 48 hours. Even if it's "Thank you for contacting us. We will look into your issue and contact you within (realistic time span)." and then actually do so.
But being as customers from /Canada/Brazil/Greece/German are also complaining, ...
I can't imagine you'd stand just there if you walked into a bakery, the clerk took your money for a loaf of bread and then just stood there looking at you saying nothing, because the bread wasn't coming out of the oven for another 15 minutes or they had no bread that day at all. I truly doubt that's acceptable in the Netherlands either.
I've worked at two places that had exemplary engineered products and performance and they were still killed off by competitors who clearly had lesser performing products but much better usability and customer service. I don't think this is a personally unique perspective, at least in the US. Statistics specific to users reactions to customer service in this, that says customers will take a lesser quality product that has better customer service:
Because bad customer service changes us from buy to bye.
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OK, update time!
First of all, thanks Sander. I understand that everyone has other things also in their lives to attend too.
I have indeed been contacted on Monday the 6th of October that they will look into the issue. Several replies later, they had found the money "hidden" somewhere in their system. On October 7, I have received a tracking number from DHL for my shipment.
Now, I am not saying that everyone will have problems when ordering. The point of this post was to inform other people what I have been through. Experiences will vary, and this is mine. The end result is that this will be my final purchase from the Ultimaker store. I may receive the order finally, but the handling of the case in the start was a jarring experience.
The first replies have been late and dismissive (there is no excuse that the money were without a reference number, and that is the reason they didn't find them. I have contacted them BECAUSE there was no reference number!!!. Surely, no one has money deposited on their account and doesn't know it!).
Only after informing Ultimaker that I contacted a Dutch customer protection agency and the Police (on Saturday, the 4th Of October) things have changed. The handler of my case was changed, replies have been swift and frequent, and a solution was given. And I really regret having to resort to such lengths!
Am I satisfied? No... Will I order again? certainly NOT. UNLESS, I see in the front page of Ultimaker.com an announcement that they acknowledge the crappy payment system, that they will fix it, and that they will make (not try to make) the customer service a real service and not a waiting queue, as a "thank you" to all the people that have made them what they are now.
Again, many thanks to Sander, Maritt, and the people that posted on this board their experience. I am done with Ultimaker...
Thank you for posting your experience. Quite the head's up, on ordering Ultimaker.
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Wow, so all those web comments about bad customer service look to be true. The number of contacts for order status on this forum means they've yet to hire professional customer service staff, because they'd know better than to leave customers hanging.
Your credit card shouldn't be charged until the product is being shipped. You can contact your credit card company to dispute the charge. You are, in effect, giving them a short term loan if they have nothing to ship to you.
No good reason the customer isn't given an estimated ship time. And an email if that changes.
I also need to double back and check Make's recommended number two printer.
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Problem is that it gives tons of extra places where this can go wrong. (Especially in the current codebase)
Yes and no. I simply initially made Cura for myself. As I wanted to print with less effort (going from model to print was quite difficult back then). I always have hobby projects, right now, I'm building an "space ship bridge simulator" for example.
Similarly, I'm up to my elbows in solving a problem for myself, and find it very useful to other hobbyists. A viable solution now, thanks to 3D printing.
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But you say it yourself when the system is mixed it brings in problems.
Cura has 5 language options under Preferences. It's just strings on the UI, not five versions of Cura. Does it add problems? Yes. Change it to French, restart Cura. Go under "Machine", still in English, "Add New Machine". Bugs happen, but not a reason to not do something.
Same thing, units is merely a mathematical choice of language, in this case, metric. No imperial preference means human is doing the conversions (over and over), much more error prone. I'd put my money on Daid over consistency in user conversions. One bug found, Daid fixes for everyone, once whereas human conversion, error occurs randomly again and again. The entire point of engineering is to resolve complexity and eliminate/reduce errors. If the target market for Cura is only metric using countries, then the conversation regarding imperial is irrelevant.
3D overall is pretty ugly at the moment, in its evolution. Apparently no IETF-like organization, to converge on standards. Some tools solve by providing all of the above and let user select file types, units, etc. and some contrain to one language/file type/unit/etc. I'm finding myself often looping backwards, in process, to resolve output file type, units, etc.
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And you do know that I worked on this project from Dec 2011 to Sep 2012 without getting any pay for it?
No, I didn't. You must have a lot of spare time.
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Apparently it is...
http://en.wikipedia.org/wiki/Mars_Climate_Orbiter
:???:
Wrote a long section about the probably reason for not supporting inches. But it seems that people before me has already answered it more than good enough. So I shall not repeat myself.
Conversion limit to GUI display value only, not the underlying calculations. Have written US/UK aeronautics, confine unit preference to UI display only.
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Do your worst. Really, if you think it's so easy, do it. I'll see your pull request in a few days?
Only if Ultimaker is putting me on their payroll.
It's not rocket science. Perhaps they'll spring for an intern.
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Actually what I meant was in Cura, this could easily be coded in Cura, using user preference setting for display units. The inside code/calculations wouldn't need to change, just the numbers displayed to the user. You can email Microsoft with your idea for their calculator but I've not seen them receptive since 1992. Possibly with Apple on their heels though they may be more receptive these days, you never know.
We're still using Imperial because the businesses said it'd cost too much to move to metric (tooling). Not unlike the current configuration of keyboards. They're configured to make you type slower - because typewriters used to jam. Too many users now to reconfigure, here anyways.
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Yes, it is simple to code. The user preferred units are limited to unit conversions at the user interface only.
if (user_pref == imperial) then
display_val = changeToImperial(x)
and
if (user_pref == imperial) then
get_val == changeToMM(x)
As for export from the 3D model software as mm, the whole reason I found this thread is my exported mm model of a 7 inch object, from MeshMixer, is showing up as 7mm in Cura and I'm digging for answers as to why that is.
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Thank you!
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Sorry to pester you with such a novice question but do I need all of these? There's no explanation on the Cura download page what each of these are for.
Cura_15.01.exe
NetfabbInstaller_ultimaker.exe
NetfabbInstaller_ultimaker_offline.exe
NetfabbUltimaker_Win.exe
Thanks for any clarification.
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Hello Bruno. If by "ticket" you mean when can you buy Ultimaker 2 Extended, April 2015. Very hard to find on their web site.
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Possibly you can find an Ultimaker close by, on 3DHubs.com, send a few test drives to one, and ask the owner(s) if you can come by for info/observation.
The only negatives I've heard about Ultimaker is delivery wait time, customer service (don't know if they're one offs or indicative of overall support), no pause function to load next filament spool, single extruder.
They demo'ed a mini and extended in Las Vegas but nothing on their web site about these two new sizes or when they'll be available.
Good luck.
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Jossell, this video will probably help,
It goes into several repairs using Netfabb.
Current lead time and order process
in Buying or selling your UltiMaker
Posted
Apparenty it's not custom but US law:
The Mail or Telephone Order Merchandise Rule
This rule covers merchandise you order by mail, telephone, computer and fax. It requires merchants to have a reasonable basis for claiming they can ship an order within a certain time.
Ship Dates
Delays
If the merchant is unable to ship within the promised time, it must notify you by mail, telephone, or email, give a revised shipping date and give you the chance to cancel for a full refund or accept the new shipping date. The merchant also must give you some way to exercise the cancellation option for free, for example, by supplying a prepaid reply card or staffing a toll-free telephone number.
If the merchant can't meet the revised shipping date, it must notify you again by mail, email or telephone and give you a new shipping date or cancel your order and give you a refund.