Ordering of Spare Parts and Support Ticket submitted - no answer at all

[m38ch 0]

I have submitted a ticket over a week ago now. Does anyone at ULTIMAKER know, what a 'customer' is? It would be very nice if a responsible person would react, if a customer is requiring help about your product. But after reading through the community area, I'm very disappointed about such ignorance regarding ULTIMAKER's aftersales service. How come that a 'startup' company does not feel the need to stay in touch with their customers and take them serious.

??This post will need approval from a moderator before it is shown. This restriction will be lifted when you have 3 more approved posts??

 

[kolia 31]

??This post will need approval from a moderator before it is shown. This restriction will be lifted when you have 3 more approved posts??

 

It's the rule here, I hated it too, but enjoy, it used to be 5 approved posts before :-p

As for the rest, it seems UM is growing big quickly and can't find time to hire more people for after-sales (or to train them, not sure). I know, you could say it's not an excuse...

 

[valcrow 144]

I think the approve post is to deal with the spam bots that plague a lot of forums. They know how to sign up and everything nowadays... so annoying.

But... what are you looking for help with? usually someone in the community knows. Unless its directly sales related.

 

[DidierKlein 729]

Hi m38ch,

Welcome to the forum.

As Kolia says the rule for the 3 first posts goes to everyone, it's annoying but it prevents unwanted spam subjects.

Regarding your "problem", the support team is working hard to get all the issues treated, i think you can understand you're not the only one who has a support ticket for the moment.

Anyway if you need some feedback on your ticket you can contact Sanders here on the forum with your ticket number to see if he can provide you some information

 

[SandervG 1,521]

Already here

I hope you understand m38ch, that a lack/slow response is not a sign of not staying close to our customers, it is a sign of a heavy workload and we do our best to get back with everyone asap.

Currently there are some stock-issues, which create a large flow of tickets towards our support department.

We are having interviews to expand our team, also on the long run this would be an important move.

But unfortunately, these things don't happen overnight..

If you could share your ticketID with me I would be happy to help you out.

Thank you for your time, I hope you have a great day!

And our apologies for the inconvenience,

 

[m38ch 0]

Already here

I hope you understand m38ch, that a lack/slow response is not a sign of not staying close to our customers, it is a sign of a heavy workload and we do our best to get back with everyone asap.

Currently there are some stock-issues, which create a large flow of tickets towards our support department.

We are having interviews to expand our team, also on the long run this would be an important move.

But unfortunately, these things don't happen overnight..

If you could share your ticketID with me I would be happy to help you out.

Thank you for your time, I hope you have a great day!

And our apologies for the inconvenience,

 

T-ID: #KCM-262-28907 - Order: R417863326

That the lack of quick response might be related to high workload - Im' having no problem with that, but at the end it is not resolving my issues. Having a 2000 EUR piece just sitting around because of a small part that is having a backorder time of more then 2 months (nozzle) is simply ridiculous (I'm not complaining about the rip-off in terms of price for spare parts like this). I have read through this particular part of the UM forum and I guess anyone else would stop reading-on with the same impression: 'very lousy after sales service', that is the overall impression/reputation ULTIMAKER leaves for their customers. Yes, of course you did help one or the other customer (if all the respones UM left in the forum are true), anyway: the mass is complaining.

'we do our best to get back with everyone asap': maybe, but for me it is not good enough and if UM has stock issues - well this is non of my businesses, but get it sorted out quick (it lasts already all 2014). There are plenty of suppliers, which I believe would serve UM fast and easy. If you're not capable, hire someone (one would be sufficent) that is having good skills in the logistics area. For the rest and the time being: use guts feeling, which should serve you well enough.

I agree: all of this does not happen overnight, but having stock issues for such a long period is requiring someone the is not searching for the right staff but to take it in his own hand and 'DO IT' to get obstacles sorted out.

I'm simply requiring a replacement nozzle - this is it. I even ordered it without complaining (If I only would have read through the posts in ' Ordering of Spare Parts and Support Ticket submitted - no answer at all' BEFORE I had placed the order.

Yes, I know I could have canceled the order and request a refund - but this seems to take even longer then waiting for spare parts.

As a final remark: there is nothing bad or wrong in having problems 'as a startup company' to get the business up and running smooth, but the worst thing a company can do is, to treat their customers for 'stupid'. Announce the truth about your situation on your homepage and don't hide it in the user forum. Sooner or later UM will pay the price for the speculations customers start to undertake.

 

[gr5 2,167]

??This post will need approval from a moderator before it is shown. This restriction will be lifted when you have 3 more approved posts??

 

Sander thinks maybe we should get rid of the 3 post rule and Ultimaker should start selling penis enlargement pills. What do you guys think?

 

[nallath 1,120]

Well, if it's open source....

 

[ultiarjan 1,223]

I see no problem with the 3 approvals .. if it helps fighting spamm please keep it.