I’m just venting a little and want to warn those who need to use the Lulzbot customer support…woe to you.
I purchased a new TAZ 2.0 from recommendations from friends, and then waited patiently for more than 2 months for it to arrive. That did not bother me too much, as I know that quality 3D printers are in high demand and I expected to wait that long. However, I was hoping to at least get an email to update me on the status of the order. I did not…until I had to write and ask.
Finally I get the TAZ 2.0 printer, and 4 or 5 reels of filament and I’m ready to print. I successfully printed a few prints over 2 days, and then the heated bed failed to heat up to the correct temperature. I called customer service, and sent the defective bed back, and through tracking knew that it arrived safely. I waited a few days, waiting for the email response “that it arrived, we are looking at it, etc, etc”…but again, nothing…until I sent another email asking about the update.
Another 3 weeks go by and finally get an email saying that Lulzbot customer service is shipping me a new heater bed. I am excited until I find out that they have SHIPPED IT TO AUSTRAILA…and I am located in Indiana USA. I emailed them and ask them to PLEASE ship me a new heater bed to the correct address, or at least tell me how to PURCHASE another one. Again…no response back.
So at this point, I don’t expect too much from them anymore and have basically given up. I’ve heard that the printer is excellent, but I can’t give my opinion because I have a $2000 paper weight sitting where a 3D printer should be. I’ve told the folks at work who are looking for a printer to look elsewhere, and the same on other forums.
Sorry if this sounds negative, but all I want to do is start printing, and not have to wait anymore.
I apologize that your bed got shipped to the wrong address. I don’t know the full story, but the box obviously got the wrong label. I thought we were in communication with you though. I will look and see what happened. If I’m not mistaken a bed has been shipped to your Indiana address.
Can you give me an order number or an email address to search for? I’m finding a lot of “Ross” in the database, but I don’t see one with a printer order in the time frame you mention. The regular support hours are Monday through Friday, so the support folks working on this won’t be back til Monday.
Sure…the original order was through Fundable Order #15204, and the RMA# was RMA00049. Thanks for taking an interest, and I wish the support guys were this responsive. A quick 2-min e-mail from them would go a long way in keeping frustration at bay.
The last email I see from you to support@lulzbot.com was four days ago and we replied three days ago with:
“Hello Ross,
The package has been rerouted to proper address! I will send the updated tracking information once it is available. I am sorry for any inconveniences you may have experienced and hope to get your printer up and running as quick as possible. If I can help with anything else, please let me know!”
We didn’t follow up with the actual tracking number until now though, sorry about that. It is en route. Did you get that email? There may have been other discussion outside of the trouble ticketing system too.
I do see you emailed our CTO directly (?), but I’m not sure what the scoop is there, but presumably it wasn’t about this.
Thanks for the update, and yes I did get your email with the tracking number. The message from support made it seem like the replacement part now in Australia was being rerouted to me, so I had sent another note 2 days ago asking to have a new part shipped from the factory. Thanks for doing that.
I’m just frustrated having to look at the new printer and continuing to wait until I can start using it And it doesn’t help that friends are continuously asking for prints from my new printer, and I have to tell them I can’t print yet…maybe next week or the week after…
And it doesn’t help that friends are continuously asking for prints from my new printer, and I have to tell them I can’t print yet…maybe next week or the week after…