Jump to content
Ultimaker Community of 3D Printing Experts

Trouble getting order confirmed and status to ready

Recommended Posts

Posted · Trouble getting order confirmed and status to ready

From other UM users I've heard good things about the support. Last Monday I was also satisfied, but now, it's getting less satisfying and more annoying :(

Here's the thing. Sunday I tried to order the UM 1 Classic and some filament. Filled in addresses, selected payment method iDeal. Then confirmed the payment, but after that something went wrong. The money was charged from my account, but the order didn't show up in the 'my account' section.

After opening a support ticket, I got a fairly quick response, which seemed good. After that email I haven't gotten any response on emails I sent afterwards. No feedback at all.

Eventually, an order (R261736053) did show up in the 'my account' section. The status however is still unconfirmed and payment is still pending.

I don't spend this kind of money every week. So, when you pay a company 1500+ euros, you'd want to see some more support. At least some feedback, even if it's something like 'we're having trouble finding and confirming your payment'. Then I know something, because now I know nothing. The longer it takes, the longer I have to wait for the printer to arrive. Probably my order will end up at the bottom of the pile.

Best regards,



  • Link to post
    Share on other sites
    Posted · Trouble getting order confirmed and status to ready

    I've had my issues with the ordering process which are documented in another thread.

    However, I recommend you send a PM to SandervG. He will help you get things straightened out.

    UM does seem to care about their customers but sometimes the process is a little choppy.


  • Link to post
    Share on other sites
    Posted · Trouble getting order confirmed and status to ready

    Thanks anon4321, for the response.

    Part of the reason I chose to order an UM was the support reputation. Seems I was wrong about that :(

    Guess I'll have to go beg and plead to Sander now to get anything done.

    To any UM staff reading this. I am now an unhappy customer. Please report this to your manager. I would not recommend anyone to buy anything from UM.


  • Link to post
    Share on other sites
    Posted · Trouble getting order confirmed and status to ready

    Hi Robert !

    Very sorry about hearing about your experiences.

    Im sure Sander will get to you very quickly and ask the right people the right questions and get this problem sorted.

    Sander is like the fire brigade between sales and the outside world and he does a good job!

    It is of course a shame that this thing still happens sometimes but thankfully it is becoming much less of a problem now as it was months ago.. They do have more people sitting answering emails and telephone calls now and they are catching up quickly.

    I hope you can hold on a little until you get your ultimaker and then have a lot of creative fun and a lot of fun with us on the community :smile:

    Like most people say.. by the time you are at home printing your first designs... you forgot all the little crazyness before hand !!

    Best wishes.

    Ian :smile:


  • Link to post
    Share on other sites
    Posted · Trouble getting order confirmed and status to ready

    Hi Robert,

    Thank you for your post on the forums.

    Could you send me some details in a PM in regard of your payment?

    Like the date you made the payment, and what payment method you selected?

    Did you use a reference?


    If you could also include your ticket-ID number that would also be helpful.

    I will do some investigation with our financial department to look for your payment.

    I would also like to add that you do not have to worry about an extended delivery time.

    If you are experiencing difficulties getting your payment through or confirmed we use your orderdate as benchmark for the delivery time. So this will not affect your lead time.

    Hopefully that is some ensuring information to start the weekend with :)

    If you have any further questions please feel free to ask and I would be happy to answer them.

    Looking forward to hear about your details so we can get your order sorted.

    Thank you and have a great weekend!


  • Link to post
    Share on other sites

    Create an account or sign in to comment

    You need to be a member in order to leave a comment

    Create an account

    Sign up for a new account in our community. It's easy!

    Register a new account

    Sign in

    Already have an account? Sign in here.

    Sign In Now
    • Our picks

      • Talking additive | The 3D printing podcast
        Why should we be the only ones asking questions? Join us and ask Jabil all your questions on September 22nd 5pm CET
          • Like
        • 3 replies
      • Ultimaker masterclass: Optimizing your Ultimaker Cura workflow
        Save your seat for either broadcast on September 23.
        What will you learn?
        · Best practices for iterative print preparation and every lesson you should learn from each print
        · The right way to use per-object settings and when they are most useful
        · Easy-to-use resources for anyone who wants to develop their own printer definitions, plugins, or print profiles
        · How to optimize print profile settings and whether to “keep” or “discard” changes
        · When is the right time to export your drawing from CAD? (Based on Ultimaker Cura’s surprising power as 3D control software)
        · And a whole lot more tips and tricks!
        How can I join?
        This free masterclass will take place twice:
        1. 11am CEST (5pm SGT, 5am EDT)
        2. 5pm CEST (11am EDT, 8am PDT, 11pm SGT)
          • Like
        • 0 replies
      • Do you use 3D printing at work? Let us know
        It doesn't matter if you are using 1 Ultimaker or 10, there is inspiration in everything. We're looking for ...
        • 1 reply
    • Create New...