jabipunk
-
Posts
15 -
Joined
-
Last visited
Never
Content Type
Forums
Events
3D Prints
Posts posted by jabipunk
-
-
Nobody is complaining quality. Nobody say if it is easy.
This week is my EIGHT week waiting. :cool:
-
Jabi, what is your order number?
Don´t worry I prefer not to press :mrgreen:
-
Hey guys,
please keep in mind, that there was christmasholidays between december and january. Only very few people want to work at this time.
Further I do know what it means to deliver high quality products under high pressure from your customers.
Remember: Shipping _begins_ to being late _after_ the 6th week.
Keep calm please!
Tom Guder
That not excuse, for that unemployed people are hired, plus I work these days except 25 december, 1 and 6 january and the customer.
The good job is not sell if you not have the product finished.
This is my SEVEN week waiting :cool:
-
What is your ordernumber?
I will be able to look into your situation, I am guessing it will be shipped out this week if you are on the 6 weeks.
I wrote you a PM on webnesday day 14 but I think you have not read.
I wrote a ticket too, but I guess someone answer me within 3 days
Don´t worry I prefer to send me late and arrives running well and poorly
-
.....
I assume you are aware, but the lead time is currently 6 weeks.
....
I am waiting more than 6 weeks since today :cool:
-
Perhaps the best way to accelerate time to sell products in stock. Not good sell products that are not taken. This causes canceled orders.
To do this you must first invest and then sell according to what you have on hand and not sell the air.
If I manufacture and sell printers 1000 is more reliable than commercial search sales without having an actual estimated delivery time.
It is not normal to expose six weeks and then become 10 or more as I read it occurs.
-
T
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
In this thread there are more complaints than praise.
If you really want to start a business do not sell a product manufacture to 6 weeks, because that spoil any service you sell
-
I stated call or post on the forums, it isn't just via phone call. My point was with the phone it is instant feedback. Online is not.
This is a growing operation and you're trying to compare it to the largest info tech company in the world?
Samsung didn't start out making phones, they were a major corperation already. They had issues like any other when they were starting up 80+ years ago. I wonder how the support was with Apple on their first computers? if something broke you had little to no instant customer service from these companies when they started.
I compare it with any customer care of any business. The aim is the same when it comes to communicating with a client, but you sell just a phone or a computer or printer.
The online response is so quick that the department customer wants, since I doubt that continuously be up-to phone as it is the department of my company. In fact internal communication is by email and we will well and fast.
At that time was more important Nokia, and soon the Samsung shifted, and that Nokia was leading, but with a poor customer care and also trying to monopolize their terminals by joining microsoft.
Apple has gold in its after-sales services, nobody complains and it was taking more clients. Not everything was brand.
No customer had much attention in the beginning, because they had the luck that had very little competition. To this day you can not play it because just around the corner are getting brands and printers at the end of patent rights. And there will be precisely is where competition and customer care you will notice quite.
Information is power. The ignorance recoil.
-
Review all the questions on delivery here sander replied to all and made things happen, when people have an issue they need to contact by phone. As others here have posted they got answers and service right away.
It states on the website 4-6 weeks, if you don't see it or get a delivery status by 6 weeks maybe then you should inquire. Everyone expects an instant reply on automated systems it doesn't happen that way, if you want results you call, simple.
The fact is, if you want to know the status call them by phone or post the question here by just asking nicely and not complaining (crying), otherwise if you use the automated system the reply may take a week or so. (As said here there is only 6 people handling this) I'm sure the other larger companies it would be nice to speak to someone in India to attempt at getting help.
Jabipunk, there are lots of other printers on the market you are welcome to purchase and test their customer service, but when I called makerbot and even the parent stratasys I didnt get to speak to anyone. When I called ultimaker someone answered right away.
Cleven,
If you make an online service you can not support a customer service phone call, and more if you do a global service. This paved the customer service to speak Japanese ?, because not everything is based on English.
Also if you offer a worldwide service you can not expect that everyone will have to pay an expensive phone call just by information that should be in the web system (which still exist after many days after).
And we're talking about a company that wants to raise
That people would think of me if I sell millions of electronic devices such as mobile phones and respond to the world every 5 days ?.
Buy a Samsung phone and offer answers problems is most of the time on a client making future sales lost only by word of mouth (in any forum).
For example the mobile telephony market moves well, no matter what product is best given brand if they offer bad customer service, next time will buy another one for not living a agony than a simple email would.
By that token why should I ?,'m calling the Call money they are spending my (I say this as an example).
Imagine for example that I'll sell you a car and then step to communicate anything.
And not just one or a thousand printers, but a single head is supposed to leave the next day near the warehouse.
-
I have had great customer care, why rely on an automated system when you can simply call or write a question directly on the boards? You get an instant reply. When I wrote on the automated system I always got a reply it took about 5-10 days on average for a reply but they always responded.
If you use the automated system you can end up in a long list of people complaining about everything. They will respond but you end up in a line filled with people asking about duel printer head etc.
I've been in the design business a long time dealing with vendors and machine shops, never send a general email when you can call by phone or msg directly (on here) if it is a major issue. Speaking to someone directly always gets you that much further and gives you a greater insight.
Simply crying and posting for not getting a reply in a week is crazy, the delivery time is stated on the main product page. When you send the ultimaker team msgs directly on the boards they go above and beyond helping. Even if the post is insulting in nature due to ones lack of patience.
Cleven,
when the system goes down must inform the client that a fault exists. It is made in all computer systems because if you make requests and ask the most logical data is reporting that can encotrnarte with problems that are not abandoned.
I work for major brands and if I do not report what I directly do not cry, you do not pay me.
We have in our company an exclusive department to contartar customer when your product will produce delay is sent or made any movement (basic company policies).
Clearly wait 4-6 weeks is the company policy on certain products. As it is understood after the theft of 30 printers as it has happened to this company, which would like to join request for it and avoid storing to advance times.
If you read the messages nobody cries of impatience, complain about the service. I do not think that anyone complaining because they have not sent anything. Maybe some that after more than a month knows nothing about your product.
-
Cleven, patience and customer care are differents words and objects.
-
"If your previous login is from before December 15 you are able to reset your password by pressing 'Forgot Password'."
I did that, and not worked. Then I created an account (with the same information and same email), the order not exist.
When you try reset the password the system tell you that your email not exist.
You can register again. Same info, but all clean and deleted.
I see that system is programmed in JavaScript, then I think that connect in a different database.
If the old database was updated for fussion the new system then the data has lost (because the users have created new accounts, or change data).
I work for Sony, Samsung, Kazam, and others tradermarks in designs electronics and programs and I know the important customer service important is. In the fact this decline to a customer for buy a product or other more that prestations products in the future.
I can to wait 6 weeks (We know it), but with the things well done. I know that this is not your fault, but the product is not cheap for to be abandoned in information.
I sent an MP to Sander for this but not response yet.
-
Why this notice is not show for email to the customers?, so in the store show that we use the forgot passwords for login (not work)
-
Hi, my account dissapear too, and my order. The reset password not worked, now is the third registration myself in the store (no order), I opened a ticket but the account dissapear again.
In the website tell about 15 december (not worked).
Is repairing someone that?.
The database is corrupted.
Delivery and Order Issues - Poor Support & Service
in Buying or selling your UltiMaker
Posted
It is too much for a little piece in EU comunity, FeEdx not necesary if you can to wait 15 days for a normal send.
I normally buy to China and it take 4 weeks or less and without private sellers, and normally free sends.