I think this thread really should have been split into separate issues, if there is an intention of constructive criticism.
Like a number of people here, I ordered my UM2 and went a long time without order feedback. As someone here suggested, I gave a call, and whatever was holding things up suddenly got unstuck. Then I had to fight with FedEx/Customs in the US, and of course I only imagine someone at FedEx getting upset and tossing my box around, but the result being what arrived on my doorstep was not exactly what left the manufacturer.
However, that being said, I can tell you far more than what a simple "I paid money and it arrived" would yield.
In short, if you survive the wait, you will be in possession of an incredible machine that is backed by fantastic people.
For the gentleman awaiting his replacement hot end ... okay, I cringed.
Someone else mentioned Chris helping them out. Chris is indeed nothing short of amazing, and she corroborates the report of doubling the size of the Support team. But I'm getting ahead of myself.
Chris saved my sanity and set the bar for other companies' service and support. When the broken printer arrived, she ran through the usual "did you try?" but very quickly realized and respected that their customers tend to be a little more techie than other demographics. She asked what I'd done, considered it, looked at the pictures I sent in and said, "you know what? We need to get you a new machine." And that is precisely what she did. Now, I was terrified of another wait, more Customs fun, and all that. Not the case. Seems Ultimaker really wants to have best-in-class service, and they were in the process of partnering up with a company here in the states. So she introduced me to one of their people here, and over the next week we (all three of us) chatted about 3D printing as my new machine arrived. New machine arrived, was unblemished, and aside from not receiving a damaged machine the first time, I cannot imagine how things could have been improved.
Now I'm not trying to rub anything in anyone's face. What I _am_ saying is that the Ultimaker product is worth the wait, and if you run into any trouble whatsoever that can't be answered right here, their team is second to none when it comes to making you feel like you are their only customer and that you mean the world to their business.
So far, I know that ...
- they have pretty much doubled their support staff in the last two months
- they were having an issue with their ticketing system, but seem to have resolved it
- they answer their phones -- I've never had to leave a message on a machine
- they do not simply read from scripts when you call and ask for tech assistance
- they have expanded their global service presence on both support and part distribution
- they maintain a presence in all the big shows and they respond to feedback they receive there
- they are agile and shift resources within their teams to meet the needs of their customers
- knowing what I know now, if I could go back and choose again, I'd still be an Ultimaker customer