tinkergnome 927
...
the professional thing would have been to send out an e-mail to all of your customers and tell them what has happened as i explained above and have something ready in advance.
...
Unfortunately such an e-mail would only reach customers who have bought directly from Ultimaker.
There are plenty of resellers out there selling Ultimakers. I'm pretty sure that the Ultimaker store itself has never heard of me or my e-mail address...
For sure - one could inform the resellers and requesting a forwarding of informations - but that would be a request...not more...
Instead - customers (at least that one who care about...) _will_ ask support for the second extruder kit. Offering a modified fan shroud (as apology) in these cases is a reasonable idea (i think...)
...just my 2 cents...
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turns out.. i have more cents!
Now about the rest of your post; like I said.. we have always and will continue to work with our users in a user-friendly way. We know you, and many others, are very important to us and your support is the reason we are here today.
In our user friendly attitude, we have supplied countless of users with complimentary parts when officially being 'out of warranty'. Now it is more an official statement.
We continue to be user friendly of course, the expectations are just much clearer outlined from the beginning.
For our current users, we can't ship out the free parts to everyone because very quickly we will run out of stock. For a lot of users they will be stored in a drawer for times in need, while we have to turn down users who are in need at that very moment. On the other hand, when you (our existing user) find yourself in need of a new PTFE or nozzle, and it turns out you haven't received a complimentary one, you can still count on us.
About the promises that were made about dual extrusion, I have explained this fairly well in one of my previous posts.
I think you have already read it.. if that does not answer your question please let me know and I would be happy to answer it anyway.
It definitely is not a surprise people are disappointed, let me tell you something Korneel. So are we!
We would have loved nothing more then release dual extrusion, unfortunately it did not work out as planned.
And asking how we are planning to compensate our users is an expected question, which has also been asked before. And as you may have read, I have always kept an open mind/attitude about that, didn't I?
It is something we are talking about internally.
I personally don't see a solution in a free reel of filament ...Yes, it will offer our users something physical and they will gain something.. but it is a very random compensation. There has also been mentions about a new fan now it remains single extrusion, that is something I prefer. But even the development itself has yet to be decided, let alone form of compensation.
Sander, I'm sorry if this sounded like a rant. i know you are doing your best and i do not dopubt your attitude nor the attitude of the ultimaker team. you are getting clear feedback on how some people are feeling. some people feel cheated. some people have expressed they no longer want to do business with Ultimaker as a company after this. what i'm trying to convey is that it's not the message I am unsatisfied with.. it's the way it's communicated.
at least it is for me
the way this was communicated did not make me feel i was/am a valued customer. it makes me feel i need to know a secret handshake to actually find out what has happened. the professional thing would have been to send out an e-mail to all of your customers and tell them what has happened as i explained above and have something ready in advance.
this now comes across to me (and i'm sure it wasn't intentional..) as a message that was sort off hidden, and depending on the backlash from the community, additional steps would be taken.
no more spare change now
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