Why is ultimaker's customer support so bad

[chekkefr 1]

We've always had good experiences with Ultimakers but we recently got three s5 pro bundles and within 3 months of using them two of them have malfunctioned and are now unusable. Since the second printer malfunctioned almost a week ago I've called, sent multiple emails, posted on the forums and submitted a support ticket. All I've gotten in response are some brief responses (offering no solutions) on the forums but no response or even acknowledgement of the emails, or support ticket. Other hardware and printer companies will at least send you an email saying they've received a ticket, email or call but we haven't even received that. How do we know that they've been received and are being looked at?..

 

We chose Ultimaker as it was marketed as a reliable and supported system. We have almost 200 MSc students, PhD's and researchers wanting to use the printers but we've had to tell that 2 of the 3 Ultimaker's are malfunctioning and Ultimaker hasn't been able to provide support. I understand Ultimaker's trying to capture more professional users but cutting costs and expecting customers to help each other through forums, youtube videos or word of mouth is not the experience you expect from that level of product. Instituting a more conventional customer service department with complaints, product feedback/improvement and a dedicated tech support team with a set number of hours for each purchase seems like the least you can do to protect and support your brand and promote confidence among your users. 

 

Hardware breaks, that's fine. But we chose Ultimaker because they seemed more likely to help us fix those problems and have less downtime then newer untested companies. If you cant provide that why why wouldn't we just choose a newer more innovative company. 

 

Note: I would normally send this to the complaints department along with most of my posts to product feedback but because you dont have those these posts are mixed in with all the other queries people have. 

Edited March 9 by chekkefr
clarifying.

[Jhawk6553 7]

Out of curiosity, what hardware issues are you having?

[chekkefr 1]

16 hours ago, Jhawk6553 said:

Out of curiosity, what hardware issues are you having?

thank you that's very kind of you to offer but we paid 22k for these two printers. I've sent in a ticket and emails with photos and printer logs. For the cost we paid we're going to get a response. 

The fact that ultimaker have a marketting, pre-sales and sales department but no support department just says it all. 

Unless you're about to give them money they literally couldn't care less..  And it shows.. 

 

Worse printers for 5 times the price with no support.. 
 

Edited March 10 by chekkefr

[Jhawk6553 7]

4 hours ago, chekkefr said:

thank you that's very kind of you to offer but we paid 22k for these two printers. I've sent in a ticket and emails with photos and printer logs. For the cost we paid we're going to get a response. 

The fact that ultimaker have a marketting, pre-sales and sales department but no support department just says it all. 

Unless you're about to give them money they literally couldn't care less..  And it shows.. 

 

Worse printers for 5 times the price with no support.. 
 

Umm lol are you a bot or did you misread my comment?

[chekkefr 1]

1 hour ago, Jhawk6553 said:

Umm lol are you a bot or did you misread my comment?

Here's the post I made about the printing problems. We've ordered a bambu x1 carbon to try out, it prints the same model in a quarter of the time has as good or better quality and only costs 1500 instead of 10-11k. Also you can talk to support. If we like it we'll just swap the um's for them. 

 

To fix the current s5's we'll get support through the reseller.  

 

Edited March 10 by chekkefr