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Very disappointed about support! No way to have answers!


mcmarkus

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Posted · Very disappointed about support! No way to have answers!

So seeing all those ultimakers bouncing around on the print wall and still managing to print a half decent mini robot

 

A strange idiom, "half decent". It means: pleasantly good. But not amazingly perfect.

 

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    Posted · Very disappointed about support! No way to have answers!

    Thank you Sander, I must sound like spoiled brat but when sales-support tells me that I will receive it this week and it still hasn't shipped meaning that I will not receive it this week then I get a bit disappointed.

    To that, my technical support ticket is not answered and further sales do not answer my request to change parts of my order (I ordered more than the UM2).

    Ohh well, I will just have to wait....

     

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    Posted · Very disappointed about support! No way to have answers!

    You probably refer to the left ear.. that becomes a little bit less perfect with a not perfect dialed in fanduct calibration and when we crank up the speed to 200%..

    But that is something I consider collateral damage if it means we can print twice the amount robots in the same time and we can make twice as many people happy with this awesome robot :D

    Half decent is still pretty good, as GR5 says ;)

     

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    Posted · Very disappointed about support! No way to have answers!

    @ Peter, I will make sure you receive an answer. Thank you.

    As I probably mentioned earlier, we created such a large amount of exposure/feedback it takes a little bit longer then usual to get back with everyone. Hopefully you understand.

     

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    Posted · Very disappointed about support! No way to have answers!

    Dont be in panic... Let theirs do the Job its only 23 of october its 2 days after launch an theirs promise less than 2 weeks so untill now its on time!! ,notice from a filament order i can not tracking straight from UM web try it from dhl web

    And it works.

    http://www.dhl.com/en.html

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    Posted · Very disappointed about support! No way to have answers!
    Dont be in panic... Let theirs do the Job its only 23 of october its 2 days after launch an theirs promise less than 2 weeks so untill now its on time!! ,notice from a filament order i can not tracking straight from UM web try it from dhl web

    And it works.

    http://www.dhl.com/en.html

     

    I tried every DHL website i could find but the tracking number is not liked. After waiting nearly 2 years to decide and order i suppose a few more days won't harm

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    Posted · Very disappointed about support! No way to have answers!

    Among a few other things we are working on a Q&A, which will also explain the different status updates and their explanations.

    ...

    Payment State:

    - Paid: Your order has been fully paid.

    - Balance Due: Not enough money was transferred. Please contact the sales team for a solution.

    - Credit owed: Too much money was transferred. Please contact the sales team for a solution (if they haven't contacted you).

    - Failed: There was an error, your payment did not come through

     

    Cool...

    I ordered and paid 22th September via credit card and all get is a lousy "Balance due"??

     

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    Posted · Very disappointed about support! No way to have answers!

    All the ways its no cool to see then i made payment and order 3 weeks before and Looks like i get at least two weeks more and see at imakr can buy today and receip in few days :(

    I want a cry....;)

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    Posted · Very disappointed about support! No way to have answers!

    I have six support tickets regarding my order R868443350. I ordered my Ultimaker 2 on september 20, during the first few hours of the launching date, and I have still not gotten at least a courtesy response from Ultimaking on any of my six messsages. I am only asking for an estimate of my shipping date.

    I am really frustrated by Ultimaking lack of response.

    I received an email from Marrit Hoffmans on sept. 26, telling me that Ultimaking would "start shipping from October 21st, with a lead time of maximum 2 weeks. AS YOU ORDERED VERY QUICKLY I EXPECT YOU TO BE ONE OF THE FIRST ONES TO RECEIVE THE ULTIMAKER 2" [emphasis added by me]. This has been the only response I have had from Ultimaking in a month.

    Cesar R

     

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    Posted · Very disappointed about support! No way to have answers!

    ...

    I am really frustrated by Ultimaking lack of response.

    I received an email from Marrit Hoffmans on sept. 26, telling me that Ultimaking would "start shipping from October 21st, with a lead time of maximum 2 weeks. AS YOU ORDERED VERY QUICKLY I EXPECT YOU TO BE ONE OF THE FIRST ONES TO RECEIVE THE ULTIMAKER 2" [emphasis added by me]. This has been the only response I have had from Ultimaking in a month.

    ...

     

    Same here...

    More than 2300€ for a "balance due" and no response to any of my tickets or emails...

    What takes less time?

    Waiting for a reply or canceling the Visa transaction?

     

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    Posted · Very disappointed about support! No way to have answers!

    Hi Cesar,

    I believe I already addressed your situation in a different topic, and it is resolved. Right?

    @HP, I am sorry to hear you have not received a reply yet. As I already explained on different similar complaints, at the moment we are very busy processing all the feedback produced by the release of the Ultimaker 2.

    We intend to get back with everyone as soon as possible, but unfortunately due to the amount of feedback, questions and interest we can not always reply as fast as we would like.

    In the beginning of this topic I mentioned the different status updates. Balance due means there is a difference between the amount of money you transferred and the amount required. If you can sent me your ordernumber I could look up the details and get back with you with a solution on how to solve this asap. Again my apologies if the delay in response caused any inconvenience. Lets focus on resolving this.

     

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    Posted · Very disappointed about support! No way to have answers!

    Question: How do you check your order status? Is there a page where I can go in, submit my order number and get a status check? Because this is taking soooo long to reply. $3000 is a lot for a college student like me to let it float around somewhere i dont know... I dont even know if ultimaker has my payment ornot since there is no sign of official receipt confirmation from Ultimaker. All I have is my paypal receipt saying that I have sent away $3000. Please please get back to me about my order. This is scary and frustrating. My email is danghhoang990@yahoo.com. Thank you!

     

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    Posted · Very disappointed about support! No way to have answers!

    Hi Hoang,

    First I would like to suggest to not post your same question multiple times on all different channels you can think of.

    I already sent you a reply on a different topic, on facebook and over the email.

    Please choose 1 channel to avoid miscommunication. Thank you.

    To answer your question, again.

    'Thank you for your post.

    When you check out as a guest I think it is common that you can not check for updates.

    That is the benefit from creating an account.

     

    But I just checked your order and it is ready to be shipped, order came through fine and payment is also complete.

     

    A couple of days ago I wrote down the following schedule:

     

    'Hi friends,

     

    Last week I have frequently received the question when people could expect their Ultimaker² to ship. Which is totally understandable, I would also be very eager to get my hands on this shiny piece of technology!

     

    As I also told most of you until now it was very difficult to get some proper insight in the individual shipping dates due to some technical IT problems, but today this has been resolved. Unfortunately, due to some unforeseen issues with a supplier we have not been totally able to keep the lead time under 2 weeks as we initially planned. My apologies for all who are inconvenienced by this.

     

    I wrote down the following schedule and I think everybody can find his order in:

     

    Week 44 (28-10/3-11) everything not shipped by now that was ordered from 20-9 till

    Week 45 (4-11/10-11) 09-22 order date

    Week 46 (11-11/17-11) between 23-9 - 30-9 order date

    Week 47 (17-11/24-11) between 1-10 - 9-10 order date

    Week 48 (25-11/1-12) between 10-10 - 21-10 order date

    Week 49 (2-12/8-12) between 22-10 - 29-10 order date

    Week 50 (9-12/15-12) between 30-10 - ...

    Week 51 (16-12/22-12)

     

    Shipments will be on Monday and Tuesday.

     

    We are working very hard on scaling up the production department. With our current resources the lead time will be as stated above. When the up-scaling can be implemented in the actual production process you will see the lead time decreasing, so it can/will only get better. Hopefully that is a consolation for some.

     

    I understand some may have questions or remarks and I would be happy to answer all of them. Please contact me over the forum or through our sales team.'

     

    Based on this schedule your order should be shipped out in week 48.

    If you have any further questions, please fee free to ask.

     

    I also sent a request to our IT specialist to find out if I can connect your order to an account afterwards.'

     

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    Posted · Very disappointed about support! No way to have answers!

    Among a few other things we are working on a Q&A, which will also explain the different status updates and their explanations.

    [...]

    Payment State:

    - Paid: Your order has been fully paid.

    - Balance Due: Not enough money was transferred. Please contact the sales team for a solution.

    - Credit owed: Too much money was transferred. Please contact the sales team for a solution (if they haven't contacted you).

    - Failed: There was an error, your payment did not come through

    [...]

     

    Hi SandervG,

    When the status paiement is said to "Failed", how can we try again to perform the payment ? when I click on "Edit", it says that my shopping cart is empty (R774808260).

    Tank you.

     

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