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No more direct support from Ultimaker from 1st Jan and reseller refused to provide support


scheng
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Posted · No more direct support from Ultimaker from 1st Jan and reseller refused to provide support

Ultimaker,

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.

Warm regards,

Stephen Cheng

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    Posted · No more direct support from Ultimaker from 1st Jan and reseller refused to provide support

    Hi Stephen

    I am also from NZ

    @SandervG maybe able to help you find a solution.

    I have also raised my concerns over this change. Not something that I'm overly happy about and have had responses from Mindkits that I did not fully agree with. I fear for my ability of requiring new machines and equipment at a reasonable price especially in a timely manner.

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    Posted · No more direct support from Ultimaker from 1st Jan and reseller refused to provide support

    I bought direct from Ultimaker, but Ultimaker's support person says I still need to get support from their NZ reseller and not direct from Ultimaker. The NZ reseller however says no.

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    Posted · No more direct support from Ultimaker from 1st Jan and reseller refused to provide support

    Hi Stephen, thank you for your message.

    I'm sorry to hear about the confusion where you should go for your support.

    First of all, let me say you don't have to worry.

    If you could send over your email (click my name and you can send a DM) I'll make sure you'll get the help you deserve as soon as possible. In the mean time we'll talk with Mindkits on how to improve this for future references.

    You should get help from your local reseller, but we don't want to keep you hanging so we'll sort it out :)

    Lastly; you say you have bought your Ultimaker 2+ on December 24th. But the Ultimaker 2+ was only available from January 6th. Are you sure it is a '+'?

    Looking forward hearing from you!

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