Auteur Sujet: No Answer - Support ticket  (Lu 794 fois)

VinceHD

  • Newbie
  • *
  • Messages: 19
    • Voir le profil
No Answer - Support ticket
« le: 13 décembre, 2016, 10:27:21 am »
Hallo

Whats wrong with the support from smartfriendz at the moment ?
To me it was a absolut perfekt support from smartfriendz since i have ordered the printer. When ever i had a problem serge  helped me out in a couple of days. Even Spareparts was not a problem.
But in the last few weeks there is almost no support at all. Not even an answer to the support tickets or on Skype.
I checked the homepage every single day since the last couple  weeks if there is any new answer .... but no !
I slowly starting getting angry !!

I would understand if you writing an answer that you are on vacation right now or did not have the time !
But no answer at all , sorry thats not right !
So would you please answering the support ticket that i know when i will recieve the spareparts ?

best regards

Andreas

MacDony

  • Sr. Member
  • ****
  • Messages: 377
    • Voir le profil
  • 3d printer: SMARTRAPCORE XL300
  • buying date: 31 MAI 2016
  • region/departement: Maine et Loire (49)
Re : No Answer - Support ticket
« Réponse #1 le: 13 décembre, 2016, 10:31:14 am »
Idem, no answers for several weeks.  >:(

VinceHD

  • Newbie
  • *
  • Messages: 19
    • Voir le profil
Re : No Answer - Support ticket
« Réponse #2 le: 13 décembre, 2016, 03:38:03 pm »
Its just frustrating

VinceHD

  • Newbie
  • *
  • Messages: 19
    • Voir le profil
Re : No Answer - Support ticket
« Réponse #3 le: 14 décembre, 2016, 10:27:40 pm »
I just saw that he find the time to update the Facebook Page !For me this is the End of the Road ! If he not answering till the end of the week the Printer will shiped back to smartfriendz !And in this case i want a full refund !I will talk to my lawyer for the right way to do this !

Its just sad that a support went from super nice and fair to absolut fail
« Modifié: 14 décembre, 2016, 10:58:48 pm par VinceHD »

eracoon

  • Newbie
  • *
  • Messages: 1
    • Voir le profil
  • 3d printer: Smartrapcore alu
  • buying date: 20 May 2016
Re : No Answer - Support ticket
« Réponse #4 le: 14 décembre, 2016, 10:59:14 pm »
Same here... I tried multiple times on different channels in the past.
I had a faulty ramps boards on delivery. Serge has agreed to replace the board under warranty.
this is now a couple of months ago. I'm still waiting even though it has been promised that it will be sent.
not sure what to think or do.

VinceHD

  • Newbie
  • *
  • Messages: 19
    • Voir le profil
Re : No Answer - Support ticket
« Réponse #5 le: 15 décembre, 2016, 04:37:41 pm »
I have a response from Serge , he had  apologized for the delay , it seems to be they have trouble with the support system ! i hope that the Smartfriendz Support now gets back to how it was ! because normally i do not had any trouble contacting him or getting support !

can not wait to start printing again!

MacDony

  • Sr. Member
  • ****
  • Messages: 377
    • Voir le profil
  • 3d printer: SMARTRAPCORE XL300
  • buying date: 31 MAI 2016
  • region/departement: Maine et Loire (49)
Re : No Answer - Support ticket
« Réponse #6 le: 16 décembre, 2016, 08:09:29 am »
I'm still waiting for an answer.  :-\

VinceHD

  • Newbie
  • *
  • Messages: 19
    • Voir le profil
Re : No Answer - Support ticket
« Réponse #7 le: 29 décembre, 2016, 10:21:27 am »
After the reply from serge nothing happened !
Im still waiting for the Power Supply for almost 2 Month now !.
There is no way you can apologise this because of a change in the support system.
Sorry but the printer get packed and sent back at the end of the next week.
So for me i will never bought something from smartfriendz again !

Citer
Sorry for the late reply. It is true we had a bad period with the support because we where changing strategy here. I'm really sorry you didn't have the power replacement. I will send one very fast now

Changing Strategy means you will just sit down and do nothing !
i'm not the only one that waits for replacement parts !
Next Time if you want to sell something you should google the words "warranty and Law "
« Modifié: 29 décembre, 2016, 10:25:06 am par VinceHD »

MacDony

  • Sr. Member
  • ****
  • Messages: 377
    • Voir le profil
  • 3d printer: SMARTRAPCORE XL300
  • buying date: 31 MAI 2016
  • region/departement: Maine et Loire (49)
Re : No Answer - Support ticket
« Réponse #8 le: 29 décembre, 2016, 06:10:59 pm »
Salut,

info@smartfriendz.com

 ;)

VinceHD

  • Newbie
  • *
  • Messages: 19
    • Voir le profil
Re : No Answer - Support ticket
« Réponse #9 le: 29 décembre, 2016, 07:29:53 pm »
Thank you MacDony

but that makes no difference i use the support ticket , skype , facebook and the email. When you have to wait for weeks for spareparts this is just frustrating ! As i said before the printer is still on warranty .... and its not like i can talked to serge its more that he said something like i will send it to you and nothing happend

VinceHD

  • Newbie
  • *
  • Messages: 19
    • Voir le profil
Re : No Answer - Support ticket
« Réponse #10 le: 05 janvier, 2017, 03:57:40 pm »
Still no Answer and still no replacement parts !!
Just sad !!

So be careful if you looking for a printer from Smartfriendz
I can absolutely not recommend buying from smartfriendz at this moment


I will try my best to make this puplic ! If you also waiting for Parts just write here or at the RepRap Forum
http://forums.reprap.org/read.php?344,735798,735798

PS:@Serge
deleting my Facebook Messages will not help you at all , i will post again and again since you deliver the spare parts !
« Modifié: 05 janvier, 2017, 04:18:35 pm par VinceHD »

MacDony

  • Sr. Member
  • ****
  • Messages: 377
    • Voir le profil
  • 3d printer: SMARTRAPCORE XL300
  • buying date: 31 MAI 2016
  • region/departement: Maine et Loire (49)
Re : No Answer - Support ticket
« Réponse #11 le: 05 janvier, 2017, 05:21:58 pm »