Brian -
I'm sorry to hear about your poor purchase and ownership experience, so far. I do hope that you'll stick with the printer, and the company, and give them a chance. Excuses are all well and good, but I understand that you just want things to be right. Hopefully now Sander is involved, things will go smoothly for you.
FWIW, I think that Ultimaker is working hard to ensure that they are in a good place, and able to consistently offer the best quality, and the best customer service. I've heard repeated rumors that one of the things that they are working on is improving their supply and support capabilities for users on this side of the Atlantic - so I'm hopeful that the ownership experience will only get better for us this year. I hope you'll stick with them, because I think the experience will ultimately be a rewarding one.
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SandervG 1,521
Hi Brian,
Thank you for your post.
I am very sorry to hear you are experiencing this level of frustration.
I can imagine that with 12hours into a build it is frustration to find out not all parts are included.
We check every Ultimaker Kit very strict to make sure all parts are present, but unfortunately with an item that
holds so many parts, on occasion it does happen that 1 part is missing.
In the end it is still checked by a human being.
Luckily we have our support department to be there and help our customers and users.
In our communication system I see you have contacted us on 01/13/14 in the evening (at least, it was evening here in NL) and Simone got back at you the very next morning.
She also immediately created a support order so your missing bowden tube would be send to you asap.
Now this part of the process could have gone down a little bit faster because your support order was not send out until after a couple of days. I am not yet sure why but I will look into it.
I just want to apologize for the delay of these couple of days but I am happy to inform you that your bowden tube is on its way and should arrive at your doorstep within another couple of days.
I hope your frustrated feeling will fade away when you can continue your build again and you can finally start your first 3D print.
If you have any further questions down the road during the build or afterwards, please feel free to ask.
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