# How to get product support?

**URL:** <https://forum.lulzbot.com/t/how-to-get-product-support/6587>\
**Category:** Hardware\
**Created:** [March 14, 2019, 11:08pm UTC](https://forum.lulzbot.com/t/how-to-get-product-support/6587 "2019-03-14T23:08:56Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![tenaja](https://avatars.discourse-cdn.com/v4/letter/t/e68b1a/32.png) [@tenaja](https://forum.lulzbot.com/u/tenaja)\
**Post date:** [March 14, 2019, 11:08pm UTC](https://forum.lulzbot.com/t/how-to-get-product-support/6587/1 "2019-03-14T23:08:56Z")

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I have a hardware issue with my new Taz 6, so I sent Support an email. It’s been a week, and I have not heard back.

Is this normal? Or, does Lulzbot prefer we post all hardware failures on the forum? Either way, the lack of response is disappointing.

Thanks!

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**Author:** ![dysan](https://avatars.discourse-cdn.com/v4/letter/d/ebca7d/32.png) [@dysan](https://forum.lulzbot.com/u/dysan)\
**Post date:** [March 15, 2019, 12:14am UTC](https://forum.lulzbot.com/t/how-to-get-product-support/6587/2 "2019-03-15T00:14:18Z")

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Call them…they are good over the phone but take a while via email.

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**Author:** ![Orias](https://sea2.discourse-cdn.com/flex020/user_avatar/forum.lulzbot.com/orias/32/3_2.png) [@Orias](https://forum.lulzbot.com/u/Orias)\
**Post date:** [March 15, 2019, 2:35pm UTC](https://forum.lulzbot.com/t/how-to-get-product-support/6587/3 "2019-03-15T14:35:37Z")

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> [@](#):
>
> I have a hardware issue with my new Taz 6, so I sent Support an email. It’s been a week, and I have not heard back.

Apologies, this is not normal. As a rule we respond to each support request within one business day. If it ever happens again give us a quick call at [LulzBot.com/Contact](https://lulzbot.com/contact). We weren’t able to find your message in our help desk, if you don’t mind, please resend your message to [Support@LulzBot.com](mailto:Support@LulzBot.com) and give us a call about 15 minutes after (to make sure your message has had time to filter through to the help desk queue).

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**Author:** ![ritmopat](https://avatars.discourse-cdn.com/v4/letter/r/dc4da7/32.png) [@ritmopat](https://forum.lulzbot.com/u/ritmopat)\
**Post date:** [March 16, 2019, 7:06pm UTC](https://forum.lulzbot.com/t/how-to-get-product-support/6587/4 "2019-03-16T19:06:58Z")

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what’s your issue?