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Posted · Great service from Ultimaker

I was hit in the past by what I consider to be bad customer service. One of the reasons given at the time was that UM was growing super fast and had staffing issues as a result. At the time, I was very skeptical that things would ever improve.

I was completely and utterly wrong (not for the first time, probably not for the last). As people are often prone to scream and shout when things go wrong (your humble servant included) I thought that it was only fair to share the following with the group...

I had some issues with my UM2 on Saturday and opened a ticket, expecting it to be read sometime during the week. I received a reply from illuminarti within the hour, three hours later we had a tentative solution and today (Monday) I received confirmation that the required spare part had been sent.

What I experienced over the week-end was some truly outstanding customer support! Thank you illuminarti and the team at UM and well done!!!

 

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    Posted · Great service from Ultimaker

    I also quite happy with the service. My "central" fan on my UM2 make a lot of noise. I raised a ticket with a video attached. They diagnosed that the bearing on the fan was broken and they sent me the replacement in record time.

    Replaced the fan I now my UM2 a lot more quiet! I have to thank illuminarti for this one as well.

     

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