MB Support Ticket Results

[AKron]

I wish I could find my post from Monday, but someone mentioned (as
others have) that he had gotten no response from MB support a week
after opening a support ticket. Recently while upgrading the BP arms I
noticed the heater connector was getting brown, so I thought I'd open
a support ticket to see what would happen. I got a response from Gavin
in less than 30 minutes asking for more specific information, like the
receipt and some pictures. Today I received an email from Gavin saying
he's sending out a replacement cable. I'd give that experience a
thumbs up!
Just thought I'd share some good news.
-Andy

[Stan Velijev]

That's nice.

I opened a ticket on Sunday because my X endstop cable died after I've already had to replace my motor cables. No response yet.

I'm glad your experience is more prompt though. Maybe they're arranging newer customers first, since I'm closing in on a dozen tickets by now.

[Tim Owens]

That was me. After a little over a week I put a frustrated Twitter update out there and magically got a very apologetic call that same day. They were a bit slow to ship the replacement but the guy was communicative once he was assigned to the ticket and the part has now shipped so seems to be getting better. Maybe SXSW and all the recent announcements are causing issues. Who knows.

[Steven Vaccaro]

I opened a ticket and received no response. After no response, I left a voicemail message on the sales phone line and got a call after a day. He gave me the phone number for support 347-334-6800. I called and the problem was resolved. They are going to send the parts. The only sad part is they are moving their warehouse so he couldn't give a definite time when they will ship.

[David Celento]

MBI actually overnighted parts when they sent me an insufficient number of items (and after a delay).

+1!!!

[AKron]

I'm hope by keeping this issue active MB will see our issues on their
Google Group and address them. Do pre-Rep2 users get faster response?
Do Rep2 & 2X users wait longer for a response if they don't have a
service contract? Our company bought the 2X with service contract, but
it hasn't arrived yet. From the emails, it looks like we ordered it
exactly 1 month ago. I guess we have a month yet to wait.
-Andy

[Jeff Johnson]

Yep, me too. Opened a ticket Monday for the same thing. No response. Not good at all.

[Jeff Johnson]

My replicator is less than 30 days old, and this is my first ticket, so I don't think that's whats going on.

On Thursday, March 28, 2013 12:28:30 AM UTC-4, Stan Velijev wrote:

[Joseph Chiu]

If you are "production down", just give them a call!  I know that some places will "penalty box" customers that abuse the support line, but in this case, I think it's just a sheer volume problem.  

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[Steve]

On two separate occasions I emailed support a question and received an answer in 4-5 days. 

Then oddly enough I received another answer to the same questions about three weeks later. 

Could there be some sort of issue with the system where questions are being processed twice? 

Perhaps this accounts for some of the overload. If support reads this group then this might be worth looking at.

[Eighty]

They switched support systems 2 months or so ago, and supposedly had a lot of issues then. But I certainly hope that's past them now.
I think most of their backlog are of their own making. You ship warped plates and bad extruders...well, paybacks are hell.

[delsydsoftware]

Joseph is absolutely right!

My real job is doing high-level customer support for the healthcare industry. My advice to everyone is to call instead of emailing. In almost every large support organization, tickets generated by email are always seen as low priority. There are some exceptions, such as server hosts, etc. where email is the best and fastest communication route. I know that MBI's support has been slammed lately, and that they used to respond to email quickly, but I think you'll have a better shot if you get a real person on the line. Then, you not only have a ticket open, but you have a name of the support rep that helped you. So, if you aren't satisfied with your service, you can say "X person wasn't helpful" or even "X person was awesome". If they offer a post-call survey, leave feedback so that they can improve.

I suspect that these emails sit in a common inbox that everyone picks from. That can lead to cherry-picking, where support staff only takes easy or fast issues because they are otherwise slammed. I see it happen in my own job during very busy times. They can't really cherry-pick a phone call, however. I would reserve emails for low priority questions or general help.

[David Kessner]

I put in a support ticket on the 18th (via their website) and didn't get a response until the 27th.  One of the excuses was that they moved to a different building.