I bought and paid for a Ultimaker 2+ on 24 Dec 2015, It arrived on 27 Jan 2016. In last few days it developed a problem, which after troubleshooting would appear to be hardware related.
Anyway I went to Ultimaker and filed a support request. Your representative comes back with an email that says "Since January 1st we went on indirect sales and support, which means that we are only the manufacturer of the printers. We have appointed and trained some distributors and resellers and they will handle all our sales and support questions from now on. This way we can provide all our customers more timely care locally. They will also handle our warranty and service and spare part needs. If I am correct you are based in New Zealand, so therefore I would like to ask you to contact our reseller over there. Hereby below their contact information:"
I emailed Tim of MindKits (your distributor) and this is what he says: "Unfortunately the um support member has put you on the wrong path for the machine purchased directly from them as they made the sale and do the support.
If it were a machine bought through us, we'd be all over it and have parts on the way. Sorry I can't help more. "
In other words I am now left with a machine that does NOT work after having it for less than 3 weeks. As far as I am concerned I bought from Ultimaker and you guys are responsible for providing warranty and support.
I chose to purchase an Ultimaker mainly because of the reputation of the support service you provide. I believe it is a major mistake for Ultimaker NOT to provide direct support, and further more seems to have a major disconnect from your distributors such that they do not provide support either.
This is a completely unsatisfactory situation. If I want to buy a quality 3D printer without support/warranty, there are plenty of other options. Ultimaker, think and rethink carefully. You are throwing away one of the key competitive advantage here. As much as I love Ultimaker 2+. I for one cannot possibly recommend anyone else to buy until you have sorted out who is responsible for support and warranty.