T-ID: #KCM-262-28907 - Order: R417863326
That the lack of quick response might be related to high workload - Im' having no problem with that, but at the end it is not resolving my issues. Having a 2000 EUR piece just sitting around because of a small part that is having a backorder time of more then 2 months (nozzle) is simply ridiculous (I'm not complaining about the rip-off in terms of price for spare parts like this). I have read through this particular part of the UM forum and I guess anyone else would stop reading-on with the same impression: 'very lousy after sales service', that is the overall impression/reputation ULTIMAKER leaves for their customers. Yes, of course you did help one or the other customer (if all the respones UM left in the forum are true), anyway: the mass is complaining.
'we do our best to get back with everyone asap': maybe, but for me it is not good enough and if UM has stock issues - well this is non of my businesses, but get it sorted out quick (it lasts already all 2014). There are plenty of suppliers, which I believe would serve UM fast and easy. If you're not capable, hire someone (one would be sufficent) that is having good skills in the logistics area. For the rest and the time being: use guts feeling, which should serve you well enough.
I agree: all of this does not happen overnight, but having stock issues for such a long period is requiring someone the is not searching for the right staff but to take it in his own hand and 'DO IT' to get obstacles sorted out.
I'm simply requiring a replacement nozzle - this is it. I even ordered it without complaining (If I only would have read through the posts in ' Ordering of Spare Parts and Support Ticket submitted - no answer at all' BEFORE I had placed the order.
Yes, I know I could have canceled the order and request a refund - but this seems to take even longer then waiting for spare parts.
As a final remark: there is nothing bad or wrong in having problems 'as a startup company' to get the business up and running smooth, but the worst thing a company can do is, to treat their customers for 'stupid'. Announce the truth about your situation on your homepage and don't hide it in the user forum. Sooner or later UM will pay the price for the speculations customers start to undertake.