Ultimaker 3 First Impressions

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Wisar

Posted Nov 2, 2016 - 2:35 PM Reply to topic
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xpandedreality Level 1 - Starter Points: 1
Posts: 2
Location: Stockholm, Sweden Printers: Ultimaker 3
Posted by
xpandedreality

Posted Sep 11, 2017 - 4:39 PM

Hi,

sorry to see that more users have had this issue. And now our studio Ultimaker 3 has developed the same cracks too.

The strange thing for us is that our reseller (I do not want to shame them by dropping their name) here in Sweden require us to send the printer 600 km (single way) for repairs in Malmö. But they have an office here in Stockholm, where they refuse to take the printer in for repairs?

They also refuses to send or sell us new parts for making the replacement ourselves, telling us that that would woid our guarantee?

We have emailed customer support at Ultimaker several times, but they everytime send us back to the reseller, or another reseller that does not even get back to us.

Why are we not allowed to repair our own machine, and why should we have to risk the printer being damaged in transport by sending it that far, when the reseller has an office in the same town?

Our studio is dependent on our Ultimaker for jobs every week.

gr5 Moderator Points: 17679
Posts: 10336
Location: Boston, United States Printers: Ultimaker 2, Ultimaker Original, Ultimaker 2 Extended, Ultimaker 2 Go, Ultimaker 3
Posted by
gr5

Posted Sep 11, 2017 - 9:52 PM • Edited 9:52 PM

Are you talking about the cracked blocks?  I fixed it by printing one of these:

https://www.youmagine.com/...cked-slide-block-cap

I have done about 100 prints after adding this cap and it's doing fine.

IRobertI Moderator Points: 6127
Posts: 3308
Location: Sweden Printers: Ultimaker 2, Ultimaker Original, Ultimaker 2 Extended, Ultimaker 2 Go
Posted by
IRobertI

Posted Sep 12, 2017 - 5:13 AM • Edited 5:30 AM

I will send you a PM in a little bit xpandedreality.

rebekah_harper 3D printing enthusiast Level: 20 Points: 338
Posts: 178
Location: United Kingdom Printers: Ultimaker 2+, Ultimaker 3
Posted by
rebekah_harper

Posted Sep 12, 2017 - 1:30 PM

As an avid Ultimaker fan I'll be honest it's not been without it's issues on both 2+ and 3.

if you buy a porche you expect expectional service to go with it.

I would like to say that for both machines I have had nothing less. although the issues have been received with disbelief but with detailed explanation and demonstrations I always find myself with a resolution. From both Ultimaker direct, importer and authorised seller I have had polite and great communication along with direction, solution and/or replacement parts.

So thank you Ultimaker with the customer support. things can go wrong but it's the response that really matters in the end.

Bex

SandervG Team Ultimaker Points: 8528
Posts: 4752
Location: Geldermalsen, Netherlands Printers: Ultimaker Original+, Ultimaker 2+
Posted by
SandervG

Posted Sep 13, 2017 - 7:09 AM • Edited 7:10 AM

I'm sorry to hear the support and help you were offered was not in line with your satisfaction and expectations xpandedreality, I'm sure we'll be able to find a way which will work for the both of us. I understand Robert sent you a message and a solution is probably already on its way!

And thank you rebekah_Harper for your kind words! We really do our best to make sure all of our customers are helped in the best way possible. And it is always satisfying to see that these intentions actually make it all the way into the user-experience

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