Jump to content
UltiMaker Community of 3D Printing Experts

UM2 Damaged on arrival, support? NONE!

ultimoose
 Share

Recommended Posts

ultimoose

ultimoose 0

Posted
Posted · UM2 Damaged on arrival, support? NONE!

It has been 5 days since I received my UM2.

The cover of the left stepper motor had a big dent! How this is possible inside the machine is a mystery to me. Also there was a big scratch on the base plate.

Submitted a ticket 5 days ago. NO RESPONSE AT ALL!!

Unfortunately (for UM) I am part of a big (several thousands) technical community on the High Tech Campus In Eindhoven. The ultimate way for UM to get disqualified in their own country of origin before a large group of potential customers. Treating customers like this WILL have consequences.

 

    • Link to post
    Share on other sites
    Daid

    Daid 303

    Posted
    Posted · UM2 Damaged on arrival, support? NONE!

    It has been 5 days since I received my UM2.

    The cover of the left stepper motor had a big dent! How this is possible inside the machine is a mystery to me. Also there was a big scratch on the base plate.

    Submitted a ticket 5 days ago. NO RESPONSE AT ALL!!

    Unfortunately (for UM) I am part of a big (several thousands) technical community on the High Tech Campus In Eindhoven. The ultimate way for UM to get disqualified in their own country of origin before a large group of potential customers. Treating customers like this WILL have consequences.

     

    It's also a mystery to me. As I'm 110% sure that no machines get shipped with scratches or dents.

    I'm sure Sander will respond here on Monday to see if something is up with your ticket. Also make sure the reply didn't end up in a spam folder somewhere. As we recently doubled in support staff which really cut on our response time.

    As for the scratches and dent, don't think it influences the technical working of the machine. It doesn't make it prettier, and I'm sure the support people will assist in fixing it in the best way possible. But I also know there are higher priority cases where machines actually are broken due to transport.

    (I do not officially represent the small group of several tens of Ultimaker people in Geldermalsen)

     

    • Link to post
    Share on other sites
    anon4321

    anon4321 16

    Posted
    Posted · UM2 Damaged on arrival, support? NONE!

    Message your ticket number to SanderVG using the forum's personal message (sometimes to referred to as a direct message or DM). He does community management for UM.

    He has helped with several orders.

     

    • Link to post
    Share on other sites
    SandervG

    SandervG 1,518

    Posted
    Posted · UM2 Damaged on arrival, support? NONE!

    Hi Ultimoose,

    Thank you for your post.

    I am sorry to hear you received an Ultimaker 2 that had some damage, whether or not during transit or assembly.

    As if most users here will confirm Ultimaker stands behinds its users. And if something went wrong, we will do what we can, within reasonable terms, to fix it.

    Looking at the pictures in your email I am sure we are able to solve this. And like Daid says, both damages will not affect the functionality of the Ultimaker so you can continue to use it and you will not loose any valuable printing time.

    I will have my colleague get back with you today so your issue will be resolved.

    My apologies for the delay and the scratch on your Ultimaker. I am sure it will be solved soon.

     

    • 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
     Share
    Followers 0
    Go to topic listing

    • Our picks

      • UltiMaker Cura 5.3 stable released

        UltiMaker Cura 5.3 stable released

        ArunC posted a topic in Ultimaker Cura,

        In this stable release, Cura 5.3 achieves yet another huge leap forward in 3D printing thanks to material interlocking! As well as introducing an expanded recommended print settings menu and lots of print quality improvements. Not to mention, a whole bunch of new printer profiles for non-UltiMaker printers!
          • Thanks
          • Like
        • 21 replies
        MariMakes

        Picked By

        MariMakes,
      • Here it is. The new UltiMaker S7

        Here it is. The new UltiMaker S7

        MariMakes posted a topic in Official news,

        The UltiMaker S7 is built on the success of the UltiMaker S5 and its design decisions were heavily based on feedback from customers.
         
         
        So what’s new?
        The obvious change is the S7’s height. It now includes an integrated Air Manager. This filters the exhaust air of every print and also improves build temperature stability. To further enclose the build chamber the S7 only has one magnetically latched door.
         
        The build stack has also been completely redesigned. A PEI-coated flexible steel build plate makes a big difference to productivity. Not only do you not need tools to pop a printed part off. But we also don’t recommend using or adhesion structures for UltiMaker materials (except PC, because...it’s PC). Along with that, 4 pins and 25 magnets make it easy to replace the flex plate perfectly – even with one hand.
         
        The re-engineered print head has an inductive sensor which reduces noise when probing the build plate. This effectively makes it much harder to not achieve a perfect first layer, improving overall print success. We also reversed the front fan direction (fewer plastic hairs, less maintenance), made the print core door magnets stronger, and add a sensor that helps avoid flooding.
         

         
        The UltiMaker S7 also includes quality of life improvements:
        Reliable bed tilt compensation (no more thumbscrews) 2.4 and 5 GHz Wi-Fi A 1080p camera (mounted higher for a better view) Compatibility with 280+ Marketplace materials Compatibility with S5 project files (no reslicing needed) And a whole lot more  
        Curious to see the S7 in action?
        We’re hosting a free tech demo on February 7.
        It will be live and you can ask any questions to our CTO, Miguel Calvo.
        Register here for the Webinar
          • Like
        • 18 replies
        MariMakes

        Picked By

        MariMakes,
      • UltiMaker Cura Alpha 🎄 Tree Support Spotlight 🎄

        Cura Alpha With New Tree Support 🎄

        MariMakes posted a topic in Ultimaker Cura,

        Are you a fan of tree support, but dislike the removal process and the amount of filament it uses? Then we would like to invite you to try this special release of UltiMaker Cura. Brought to you by our special community contributor @thomasrahm
         
        We generated a special version of Cura 5.2 called 5.3.0 Alpha + Xmas. The only changes we introduced compared to UltiMaker Cura 5.2.1 are those which are needed for the new supports. So keep in mind, this is not a sneak peek for Cura 5.3 (there are some really cool new features coming up) but a spotlight release highlighting this new version of tree supports.  
          • Like
        • 22 replies
        MariMakes

        Picked By

        MariMakes,
      View All
    ×
    ×
    • Create New...