Getting a reply thru support email?

[Shizuma]

I was wonder, but does anyone know how long it typically takes for someone to get back to you at SeeMeCNC's support email? Just wondering because my Rostock MAX kit came with an unpatched RAMBo 1.2 that did kill the USB connection, I had emailed them on sending it back to get a replacement and they got back to me and said to send it to them and they would get out a new one asap, I shipped it out on the 1st, the tracking showed it was delivered on the 5th, I waited a week and hadn't heard anything from them or gotten a replacement board so I send a email on the 12th, so far I still haven't gotten a reply back which is getting frustrating since I only got to do a few prints after building the kit before the board died and had to send it back and it's been over 2 weeks now and my printer is still down waiting for the new RAMBo :/

[derwoodvw]

On their home page there is a message box to talk to an expert. Leave a bunch of messages there. Keep calling the phone number, They usually answer in the mornings. In other words, bug the piss out of them. I do.

[Eaglezsoar]

I was wonder, but does anyone know how long it typically takes for someone to get back to you at SeeMeCNC's support email? Just wondering because my Rostock MAX kit came with an unpatched RAMBo 1.2 that did kill the USB connection, I had emailed them on sending it back to get a replacement and they got back to me and said to send it to them and they would get out a new one asap, I shipped it out on the 1st, the tracking showed it was delivered on the 5th, I waited a week and hadn't heard anything from them or gotten a replacement board so I send a email on the 12th, so far I still haven't gotten a reply back which is getting frustrating since I only got to do a few prints after building the kit before the board died and had to send it back and it's been over 2 weeks now and my printer is still down waiting for the new RAMBo :/

If you think it is taking too long, email again. Bugging the piss out of them as recommended by another user is only going to piss them off. These are a great bunch of guys but
they do get extemely busy. They have other email addresses listed and I think one of them is shipping or [email protected] you may want to try one of those.

[Eaglezsoar]

On their home page there is a message box to talk to an expert. Leave a bunch of messages there. Keep calling the phone number, They usually answer in the mornings. In other words, bug the piss out of them. I do.

Great attitude! I'm sure they are going to rush to help someone who's attitude is to bug the piss out of them.

[dtgriscom]

I just got a response email from a support email I sent mid-day last Thursday. I responded, and then got a second, immediate response. Perhaps someone's dealing with the backlog.


Dan

[derwoodvw]

You start to develop an attitude when you have a turnkey printer that doesn't work properly. I have been fooling with this thing for almost three weeks and still can't get it to function properly. You get one thing lined out and then something else starts to go haywire. I just want it to print properly as advertised. I don't remember reading anything about how busy they are and that you would have to find and fix all of the problems. I just wish they would get back to me. If I could get my money back I would put this bad experience behind me. Just read the forums, too many new buyers are having problem after problem.

I'm glad I saved the box!

[Shizuma]

Yeah, I'm not going to spam them, but going on 6 days with no reply to a support email it's getting very irritating as that response speed is not acceptable for customer support, and given how small the 3D printing community is there's no way there can be enough of a backlog of support emails to justify taking that long to return an email.

[dtgriscom]

I did have an excellent experience when it came to missing parts in my MAX v2 kit. I sent them email around midnight Sunday 3/9; by mid-afternoon Monday the parts were on the way. (They shipped UPS ground, but that's the speed I paid for on the original kit; I'd hope that if I'd ponied up for faster shipping on the kit they'd have done the same on the parts.)

The company does need to improve its response time, though. They'll have to deal with the same amount of email in any case, so they might as well stay on top of the queue and keep their customers happy.

[Shizuma]

Would also be nice if with things that are known issues like the ESD frying the USB connection on the V1.2 RAMBo's that they would just immediately send out the replacement board to minimize downtime due to the defective component instead of requiring you to send back the board and they receive it before they will send you a new one.

Not sure why I even got a pre-patched RAMBo actually seeing as their post about the issue being discovered and a fix found was before I ordered my system even, so it should have been patched before they sent it out, even if it took an extra day or two to get it out the door, I would have much rather waited an extra couple days to get my kit than to get a bad board that fried and my system being down for half a month and still counting.

[Jimustanguitar]

I'm sorry for your luck. The company has thousands of printers out in the wild, has shipped several hundred Orions, and has a ton of happy customers. Every company is going to have a return/failure rate, and I'm sorry if you're having a bad experience, but it's a strong product and they truly are good people that try their best.

Give them a few days to catch up from hosting the MRRF event that happened bell to bell this weekend, and I'm sure they'll take good care of you.

[Eaglezsoar]

I'm sorry for your luck. The company has thousands of printers out in the wild, has shipped several hundred Orions, and has a ton of happy customers. Every company is going to have a return/failure rate, and I'm sorry if you're having a bad experience, but it's a strong product and they truly are good people that try their best.

Give them a few days to catch up from hosting the MRRF event that happened bell to bell this weekend, and I'm sure they'll take good care of you.

You are correct, Jim. Two thumbs up on your comments.

[Shizuma]

I just got a hold of them on the phone and they are sending it out today, so hopefully I'll be able to get my machine up and running again this weekend

[Eaglezsoar]

I just got a hold of them on the phone and they are sending it out today, so hopefully I'll be able to get my machine up and running again this weekend

I'm glad it worked out for you. It is frustrating to be down, I've been there.

[derwoodvw]

Still no response.............

[derwoodvw]

="Eaglezsoar
Great attitude! I'm sure they are going to rush to help someone who's attitude is to bug the piss out of them.

You may be right about that. But that is no way to run a business. Especially with all of the ways a person can inform the public these days.

[geneb]

When you're up to your ass in alligators, you're not going to spend a whole lot of time on the one problem cayman.

That being said, continue to ping them - they're VERY busy. As in "one armed paper-hanger" busy.

Just remember that when you email support, consider what your reaction would be if the email you're writing was being sent to YOU. Regardless of how justified you feel, don't be a jerk about it.

[Eaglezsoar]

When you're up to your ass in alligators, you're not going to spend a whole lot of time on the one problem cayman.

That being said, continue to ping them - they're VERY busy. As in "one armed paper-hanger" busy.

Just remember that when you email support, consider what your reaction would be if the email you're writing was being sent to YOU. Regardless of how justified you feel, don't be a jerk about it.

Very well said!

[derwoodvw]

My Emails have been very polite with no all caps or ! . When you go that long without response and have had the luck I have had, You begin to wonder what you have got yourself into. I only said that I sent a lot of messages, I never said that they were rude messages. That was your wrong assumption. I would like to say that I finally reached them by phone today and talked to Steve. He reassured me that all of my problems were a direct result of ups and not to worry about the quality of the machine or the integrity of seemecnc. He insisted that I receive a new machine even though I only asked for the correct replacement parts. And for those of you who like to make assumptions, I asked very politely. After talking to Steve for just a few minutes I realized that my assumptions were wrong. Just like yours were. Oh yeah, Why Does Eaglesoar take it so personal.

[Eaglezsoar]

My Emails have been very polite with no all caps or ! . When you go that long without response and have had the luck I have had, You begin to wonder what you have got yourself into. I only said that I sent a lot of messages, I never said that they were rude messages. That was your wrong assumption. I would like to say that I finally reached them by phone today and talked to Steve. He reassured me that all of my problems were a direct result of ups and not to worry about the quality of the machine or the integrity of seemecnc. He insisted that I receive a new machine even though I only asked for the correct replacement parts. And for those of you who like to make assumptions, I asked very politely. After talking to Steve for just a few minutes I realized that my assumptions were wrong. Just like yours were. Oh yeah, Why Does Eaglesoar take it so personal.

I take it personal because the SeemeCNC Company is run by a group of people that supply the best printers in the world and also the best support in the world. I will admit that
they do not respond as fast as some would like but when they do respond they provide support that is second to none. If you were to see how busy they are you would understand
better why it sometimes takes a little while to get a response and at no time have I read of a user being dissatisfied with the support once contact is made. When I see complaints
against this great group of people I do take it personal and I get a little angry but I do try to temper the anger because we are here to help each other, learn from each other and
above all we are here to make this the very best forum we can.

On their home page there is a message box to talk to an expert. Leave a bunch of messages there. Keep calling the phone number,
They usually answer in the mornings. In other words, bug the piss out of them. I do.

You may be right about that. But that is no way to run a business. Especially with all of the ways a person can inform the public these days.

Advising users to bug the piss out of them and then threaten the possibility of going all over the internet and degrade these good people does not fit my vision for this
forum and the growth of Seemecnc. Had you left these type of messages degrading the good people at E3D where I am the moderator, you would no longer be a member.
You also owe the people of Seemecnc an apology, but that is only my opinion.

[derwoodvw]

Why do you take it so personal?

[Eaglezsoar]

Why do you take it so personal?

I think I already answered that.

[derwoodvw]

You are the one who said that they were ignoring me because I wouldn't stop sending them messages. Since you have something to say about everything on this forum I thought you knew what you were talking about. I believed you and got a bit irritated that they would do me that way. It's called instigating. If you want to kick me off the forum because you instigated this then go right ahead. Maybe you should not take it upon yourself to speak for seemecnc. could have avoided all of this.

[derwoodvw]

I apologize to the guys at seemecnc. I was just responding to what you said. If what you said was true then I had every reason to get defensive.