I started building my Shapeoko Pro XXL today and I ran into a problem when I got to Box 6 item HH Data Drag Chain Head Bracket. The part was missing. I contacted support@carbide3d.com and they responded back stating that they did not have any records of me from my email! I find that surprising because I’ve contacted sales before purchasing my Shapeoko Pro XXL and I’ve emailed support a couple of times after my purchase. I spent over $4,500 with Carbide 3D and they don’t have any record of me even though emails were sent to me when my orders were shipped.
I sent support a picture of everything that was in box 6 and support send back a picture of a different bracket with a statement that “we combined 2 brackets into one assembly and have not updated the documentation yet. I think you are looking for this:”. Well, I didn’t have that new bracket as depicted in the picture I sent support. AND I would not know how to add said new bracket because I did not have the updated documentation. (I even downloaded the Shapeoko Pro XXL Assembly Guide from Carbide 3D’s Doc site and that did not show the “new” bracket.
Support also asked for the following…
Where did you purchase your Shapeoko?
When did you purchase your Shapeoko?
What model of Shapeoko do you have?
What is your Phone Number?
Was this purchased under another e-mail address?
What is your sales invoice number?
What is your shipping address?
Please send a wide shot of your Shapeoko and a clear edge to edge picture of the control board with the cover off.
I purchased everything from the Carbide 3D web site. I did send support the requested information but I have to wonder are there a lot of people out there who didn’t purchase a Shapeoko asking for random brackets? Is there a run on in the black-market bracket ring trying to cheat Carbide 3D out of their Drag Chain Head Brackets? It must be for me to have to give out all that information less my mother’s maiden name.
So here it is Friday night and I’m stuck in the water! Not knowing whether support will send me the bracket AND instructions. God only known how long I’ll have to wait. I was going to purchase a bowl bit from Carbide 3D to make some cutting boards but perhaps I’ll go someplace else.
Hey, thanks for the rant, I was just hoping to complete the assembly today. I understand that shit happens and sometimes parts are missing but support should have just said hell, we’ll send the part to you ASAP rather then asking for all information and delaying getting me the necessary part. I worked in IT service and I’d never give a customer that kind of answer. It would be oh shit we’re sorry we’ll get that fixed for you right away.