Dear FormLabs Support Team,
I am writing to formally raise a complaint regarding the after-sales experience we have had since relocating our business to South Africa.
We purchased our FormLabs printer in Europe, specifically because of FormLabs’ reputation for strong after-sales support and reliable resin availability. That standard was a deciding factor in our investment in your platform. Since relocating to South Africa, that standard has not been maintained.
The situation as it stands:
There is a single authorised reseller for FormLabs resin in the entire country. On multiple occasions, we have called ahead to confirm stock availability, received confirmation, proceeded to make payment — only to then be told that the resin is not actually in stock. What follows is a wait of several weeks, sometimes months, for the order to be fulfilled.
This is not an isolated incident. This is a recurring pattern, and it is directly impacting our production operations.
We are requesting the following:
1. A formal review of the current reseller arrangement in South Africa and their ability to meet basic service standards.
2. Alternative options for sourcing resin — whether through additional authorised resellers, direct supply from FormLabs, or a supported international shipping solution.
3. A written response within 5 business days outlining what steps will be taken to resolve this.
We remain committed to the FormLabs platform and would prefer to resolve this constructively. However, if this is not addressed, we will have no choice but to explore alternative printing solutions that can be reliably supported in our region.
I look forward to your prompt response.
Kind regards,
Ingrid