Non-Existant Customer service

[thomas-o'connell 0]

I paid for an Ultimaker 2 over a month ago, and have opened a couple tickets over the last 2 weeks and sent an email for a status of shipment update with zero response.

To add to this i can no longer sign into the site to check my order status (even the reset password no longer works).

Highly suspicious and frustrating ...

Has anyone else been left with this non-existant customer support problem?

 

[gr5 2,206]

Yes. There's another thread about this. But the quick answer is that they switched their "ordering" software a few days ago so even though your order is just fine on the old system you can't see it anymore on the new system. Plus cust support is overwhelmed with people asking what happened to their suddenly missing order. If you just wait your tickets will eventually be replied to but you might have to wait a few weeks. You might get your printer first.

 

[iefbr14 0]

yes. and my printer finally arrived (about 10 weeks after i placed my order)

they'll drive you nuts, but they wont screw you.

 

[tinydancer 0]

Not sure where you live, but if it's in North America I would advise going through dynamism instead. They usually can ship them within a week of order and their customer service was great.

 

[SandervG 1,521]

I paid for an Ultimaker 2 over a month ago, and have opened a couple tickets over the last 2 weeks and sent an email for a status of shipment update with zero response.

To add to this i can no longer sign into the site to check my order status (even the reset password no longer works).

Highly suspicious and frustrating ...

Has anyone else been left with this non-existant customer support problem?

 

Hi Thomas,

Thank you for your post. Sorry to hear about the inconvenience we put you in.

gr5 already explained about the shop, which is correct. If you can provide me with a order number and ticketID I could look into your status and hook you up with my colleague from support.

Thank you for your time and patience, it is much appreciated!

 

[arnold 0]

Dear Sander,

I am in the same situation as Thomas. I have ordered my printer on the 28th of November with order number R270366228, paid in full via PayPal an are not able to sign in anymore with the account which previously worked. Even password reset doesnot work. Various messages here, opened support ticket what ever didnt work - I simply received no answer to any of my enquiries. Can you please find out the status of my order and a probable shipping date for me?

Sander, your printers are for sure very good and you receive many appreciation for your products but as I feel you might ruin all the good with your customer service. Many paying customers feel being left alone ! Think about if there is something you can change.

 

[Daid 306]

Sander, your printers are for sure very good and you receive many appreciation for your products but as I feel you might ruin all the good with your customer service. Many paying customers feel being left alone ! Think about if there is something you can change.

 

Well, in that light. What's happening is that a new "backend" for the shop was made, as the old backend was giving a lot of problems for customer support. Putting a lot of workload on them.

Now, something (I know of no details) went wrong with deploying this new backed. Which is causing the above issues right now. However, the end goal is exactly as you actually want, improved customer service. It's just that it's a bumpy road right now.

(We had our x-mas gathering yesterday evening. And we stayed a bit longer at our R&D office after that with a few people. However, when we left, we spotted Sander still at the main office at 21:00. So I think he was still working on the situation)