Makerbot Tech Support - Not Responsive?

[Rightarmman]

I can't understand why MBI's tech support response time is so abysmal.
Can anyone explain? I have to call  them to get a response and then they don't update the on-line ticket.
What am I missing?
I thought I bought a machine from a professional organization - so far they have fallen way short of my expectations.
Thanks for clearing up my expectations.

[TobyCWoods]

IMO

1. The products are NOT designed for reliability.

2. The products are NOT designed for usability,

3. The products are so poorly documented that users cannot fix, adjust, maintain etc unless they're extremely resourceful, technically capable and they persevere... a big assumption.

4. They do not have enough people to handle the avalanche of support calls caused by #s 1,2 and 3.

5. They ignore all of the above.

[Damian Gto]

They have a lot to do. We all know that, so with e-mail it can take time before they answer the first time, then it will be faster.

I have seen many company that has same response time on e-mail.

Did you get help when you did call them?

I am sure they will update as the ticket as soon they can.

People think many time they will get service at will. It do not work that way...But if you want to pay even more on the stuff to pay for more people in the support.. go ahead..

[Jay]

MBI posted there support is moving/reorganizing....it's posted in their 'news' section...

[TobyCWoods]

You should apply for a job there. You seem like you would fit in perfectly.

[Jay]

Cool...and here I thought I needed all those years of schooling!

When can I start? Cause I'm tired of working 60 hours+ a week at my own place...

Ah...they probably couldn't afford me anyway...

[TobyCWoods]

Sorry Jay... :-(

I was referring to Damian.

[James Spencer]

I could not find anything recent like that in their blog. Isn't that a
while ago? Send us a link.
Thanks.

> > Thanks for clearing up my expectations.- Hide quoted text -
>
> - Show quoted text -

[Icepick]

Damien, I have tried working with their support. It proved to be a total waste of time. 5 day response times on emails. They do not get any faster after the ticket is opened. They seem to fixate on the obvious, assuming a customer is incapable of reading. They ignore that actual text in an email only to ask a question already answered, as a method of delaying another 5 days. I was even told to put a cardboard box over the printer to see if it will fix the problem. As for paying more for support, we are already paying more than we should. Their hardware is designed to fail. If I could make the choice again, I would NEVER buy one of their printers.

It is easy to LOOK professional, but at some point they have BE professional.

[Damian Gto]

I would not mind.....

[Damian Gto]

Well I just been in the support. IT did take about 1 day before they did answer, but after that I I did a couple of mail every day, until it was sorted out. They did answer as they could ( i guess). It did take me more time to provide videos and stuff they wanted me to do, but in the end I did get everything I asked about.

I think that is more then okey.

If I wanted it faster I guess I could pick up the phone and talk to them. 

Should I buy a printer again from them? 

Sure. I still think they have the best printer for the price.

[JohnA.]

Sure. I still think they have the best printer for the price.

Somebody needs to come hang out at the 3D Printer Village this year... 

[Rightarmman]

I'm replying to myself because after reading the MBI bashing, I realized I didn't help our cause very much.
I have to apologize. We should be looking for ways to assist MBI not berate them - help them be a better vendor.
Sounds like they try, but are overwhelmed and haven't been able to create the body of knowledge and/or depth of training materials needed to get users off the ground safely in all situations.

I actually think thy should provide a 4 hour Start-Up workshop with the machine. Delivered in-person in NYC or on-line(most likely).
They've probably thought about this but can't justify it... Or are they doing it but I haven't heard about it?

Anyway - I apologize to MBI for starting this group off on a negative path.

On Thursday, May 23, 2013 1:26:10 AM UTC-4, Rightarmman wrote:

[Damian Gto]

I do agree with you.

I did start the http://makerbotwiki.com/  to help new users, but I do miss a lot of videos about things a new user will face.

I will make some of my own, but I would be glad if more people could help out.

This will also help MBI to get more time with support, if normal questions is taking care of in a easy way.

I still believe in MBI that they will get better on stuff when they get the time they need.

We all know how much work they have and the support has suffer thanks to that.

So we all can help MBI to be better, so new users will get better help, instead for bashing them. That will not help anybody.

[David]

Why not just share your experience and let everyone else decide for themselves?

My initial experience with their support was nothing but positive. They were prompt with their responses, they sent replacement parts quickly with no questions asked. All around great support.

That was a few years ago. Fast forward to now. I have an issue with my replicator 1. I sent a request for help. 2 days later they send me a request for a video of the problem and some generic things to try. I send the response back the same day. Now I’m waiting another 2 days and counting for their next response. Sorry but this is horrible and will definitely influence my decision when I decide to  buy another printer. I’ve thrown a decent amount of money their way (2 printers, multiple extruder upgrades, other replacement parts, lots of plastic) and that has not bought me anything not even an offer of a phone call to expedite the process.

 

[Paul Finelt]

We all deserve feedback in a positive, functional manner. Bashing shows no respect.
It's not all about me. I asked the original question to determine if my experience was out of the ordinary.

Once again, I learned that public forums function positively AND negatively depending upon the participants.

I do hope that Makerbot senior management is listening.

Paul Finelt
From my Droid R

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[TobyCWoods]

MBI gets TONS of feedback via their questionnaires and their specialized focus group website you have to be invited into. The problem is they do not act, they do not respond and instead they act aloof and rely on people here to take up the slack while they show profit. Instead of investing in training and documentation they put their efforts into half-baked design schemes like an LED dongle that lights when the BP is a set distance from the nozzle.

I have worked at multiple well known big electronics production companies. I KNOW what it takes to produce, sell and support a product. MBI deserves criticism. They are NOT doing what they need to do to take care of their customers. 
Support means A HECK of alot more then simply a forum, a website and a phone number. It takes skilled, capable support staff, ALOT of GOOD documentation, CRM, testing and verification, version management, upgrade management, RMA management and major investment in Goodwill.

BUT... the sad truth is... other 3D Printing companies seem to be in the exact same place. If they are small... and they can meet demand, chances are you will get some support... otherwise... not.

[TobyCWoods]

Also... remember... MBI is in NYC.... NOT Los Angeles or Minneapolis. In NYC... YOU MAKE YOUR POINT or you are ignored.

On Friday, May 24, 2013 10:44:21 AM UTC-7, Rightarmman wrote:

[Jay]

Hahahah..."Git the fook outa here" hahaha..

Sorry...I'm from the south and 'round here' pushing usually gets you a smile and a "Sure Darlin' I'll be right with ya"...(and then we walk away)....

Good one Toby....I was thinking the same thing when I read your post...snorted in my Red Bull....

Jay

[TobyCWoods]

I grew up in the heart of NYC and worked on 8th Ave and 53rd till moving West. NYC's culture reflects the Dutch culture of the 1600s. It still does. No nonsense. Speak your mind. Look out for numbah 1 first and last. I never saw the same focus on customer/user driven business behaviors there as I do in CA.

Regardless, the 3D printer makers in CA are also quite naive and childish when it comes to their approaches for product development. I have yet to see a company that really understands. I have yet to see a 3D printer company made up of the kind of technical expertise and professionals as I see in IT companies. They ain't there.... and why should they be? It's still a faddish hobby as far as the real high tech biz people can see.

[Jay]

Hmmm...got several IT friends...they are gadget geeks (like me) but they aren't into the 3D printers. Seems like it's an 'engineering' oriented instrument. Lot's of ME's, EE's, and even a few AE's are nutso about 3d printers. I feel it's because most IT guys are trained to diagnose, identify, and repair. The engineering types can use a lot of what they've been taught (fluid dynamics, mechanical design, and material application) to design all new stuff. That doesn't appeal to most IT guys I know...of course when they start talking about the things they do my eyes kind of glaze over and I start thinking about laundry, when I need to rotate the tires, and OMG why did Mark Hamil agree to do Criminal Minds.

Jay

[Damian Gto]

I have been in the IT circus. I hope that the 3D printer area NEVER will be like the IT.

I have been in support on many known company that say they have good support.

Well they are not. Sure you get response, but almost every time its someone that have little clue on what it is. They just read some support material that is common and you will most of the time never talk to anybody that know stuff. If they can not find a solution for you, then you will be routed around untill you are so tired on it so you give up.

Sure MBI is not the best, but you will in the end get help, even if it take some time and I think that is very important.

[TobyCWoods]

Perhaps I should not have said IT. The professionals I referred to are ALL types of Engineering and Design. 

[Jay]

ah..that makes more sense...