how long should I wait for support@ultimaker.com to respond

[derek-bosch 1]

I've tried to cancel a recently placed order, both by filing a ticket and e-mailing support@ultimaker.com. No response from either inquiry.

order # 1542813 in case that helps...

 

[Dim3nsioneer 557]

Write a PM to http://umforum.ultimaker.com/index.php?/user/423-sandervg/. He is the UM community manager and very helpful with stuck trouble tickets. Probably he will read this and come back to you even before you write him a message.

 

[SandervG 1,521]

am I still in time?

Derek, did you also have a ticketID?

that would help in tracking down your ticket.

thank you!

[derek-bosch 1]

ticketID - YFI-800-95799

 

[SandervG 1,521]

thank you. I will make sure you will get a reply when the office opens again tomorrow.

thank you for your patience,

[derek-bosch 1]

thank you, Sander!

 

[derek-bosch 1]

trying to reach customer support AGAIN on this issue.

They closed the ticket cancellng my order # 1542813,

but I still have yet to receive my money back, 3 weeks after canceling the order.

 

[SandervG 1,521]

Hi Derek, thank you for your post.

I will bring this to the attention of my colleague who was helping you and make sure

you get a reply soon.

Thank you for being patient, it is much appreciated.

 

[gothampixel 10]

Hey Sander,

I'm dealing with the same issue 15 days past the "it will take 10 days to refund your order" I checked the Ticket ID: JEN-591-48932 and it was closed?

Please look into for me.

Thanks,

Christopher.

 

[derek-bosch 1]

thanks, Sander! I hope they pay you - you're the only one that seems to be listening!

 

[gothampixel 10]

Refund came through today, Thanks Sander.

note to US Ultimaker owners. Save yourself the headache and get your parts from http://fbrc8.com

 

[SandervG 1,521]

Thank you, I got a note that Derek's payment went through and so did yours.

Happy to hear everything was solved

Again our apologies it took a bit longer then expected, thank you for your patience.