starting to get upset...

[Avandss]

i ordered my replicator 2   4 weeks ago... when i ordered it they only had white filament in stock, since i had no choice i bought 5 thinking the other colors would be out of stock for a long time....

when i realized that the other colors are available i emailed makerbot to change my filament order and add the support...

i got a very nice email saying / and a little sarcastic

sure no problem but we will cancel your order and the 4 weeks you waited will be wasted and " you will be put at the back of the line "

i cant help it but feel upset... very upset

is it just me or is this a little harsh?

[Tim]

There are many other filament vendors you can pick from, you aren't obligated to buy from MBI.

[Doogiekr]

Not sure why they would need to cancel your order just to change those out... but I have not been happy with MBI in quite a while. The tech support is usually good, but the rest of the business has turned into HP as far as I am concerned and they don't have a proven track record for excellence (or dirt cheap pricing) to let them get away with being bad to customers quite yet.

I love my Rep1, but I usually turn to other sources before going to MBI these days. In my opinion they are heading down the wrong path... and once they go down that path there is no easy way to get back to the original path they were on.

Just my 2c...

[David Mytchak]

I wouldn't necessarily be upset with them.   Depending on the ERP system they're using, it maybe required by their ERP to cancel and recreate the sales order.   So it's a limitation of their systems, not their people, beliefs, ethics, dieteis, color hair, etc.   Maybe the wording could have been written in a way that was so direct but at least they did inform you of what would occur if you changed the order.

Just my two cents.

-David

[Sean Tu]

Having been hired to fix/enhance some terrible fulfillment systems over the years, my guess is whoever designed the software forgot that there are times where you have to modify an order. 

Of course the software architect, who never had or will have the job of actually using the software he's designing, is thinking if you have to modify an order just cancel it and create a new one.

I'd call MBI and have a talk with them. Chances are there's some hack work around that can solve the problem and from what I've heard about their employee turn over rate the guy who answered you probably just doesn't know what it is.

On Wed, Nov 7, 2012 at 7:20 AM, Mark Cohen <markc...@gmail.com> wrote:

That sounds pretty bad and unusual. I do not see why they would do
that. Why don't you call them up and talk to them.

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[PropellerScience]

You only ordered five extra rolls of white? Not very ambitious, are
you :-).
I'd cancel the order and get the Replicator1, and get five rolls of
natural PLA. I see they're out of natural PLA, so get five rolls from
protoparadigm, I love my natural PLA from them! and green, and silver
PLA is super awesome! All my color ABS came from 3D printerStuff, but
that doesn't matter to you since you can't print with ABS until you
cancel your order and get the Replicator1.

[Ben McCallum]

Hi Avandss,

My name is Ben - I'm the support manager at MakerBot. I'm sincerely sorry about this - I want you to know that this is NOT our policy. We're always happy to change your order, and you won't be moved to the back of the queue for any reason. The reply you received was incorrect, and we're working to make sure this never happens again.

If you'd still like to change your order, or if you have any questions or concerns, please email me at Sup...@MakerBot.com

Regards,

Ben

MakerBot Support

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[Avandss]

Thank you very much Ben,

I received an email reply stating it was a mistake and i would be able to change my order without being penalized (i guess you spoke to your team). I will go ahead and contact you for the modification

Thank you!