Just curious as to how satisfied the community is with Formlabs Customer support.
This month they’ve managed to transform me from a reasonably reasonable, we’re all in this together sort of guy into a raving, slavering, foaming at the mouth attack dog.
24 prints, 6 successful, (and each print takes more than a day to run) 24+ hour response time, dust on the internal mirrors of the Form2, liters of wasted resin, tanks that won’t register, carts that aren’t recognized, a lead screw that screeches like a banshee, flakes and divots on the .05 surface. And more.
In the weeks have gone by, all responses of the “very rare to have this happen” to “something else for me to run as a test” to “you must be doing something wrong”. And as the issues multiplied, they lost track of the list, just answering the latest manifestation without solving or even responding to the previous (long) list. And now, after a month, I’m still without a reliable printer.
And no mechanism for escalation.
To be fair, I’m using the entire build volume, and the prints are complex, so I’m going to be at the far end of the bell curve. But still…
I don’t like what this has turned me into. But my assumption is that if a bad printer is rare, it’s easy to address. If there are a lot of bad printers out in the field, cost containment is an issue. That’s what I think is happening.
Fast growth is outstripping QC on all levels.
What are all you out there seeing? Are you happy with the response and time it takes to get you going again?
What are your experiences? I’d love to get a general sense. Am I an outlier, or is the problem larger?