This community is a great place to get help for issues with Shapeoko Products. Whether it be for the machines or software. Sometimes it is required to get in touch with Support.
I want to give a “HUGE KUDOS” for the Carbide 3D Support team.
I had a grinding with my Z motor of my Shapeoko Pro XXL. I sent an email to Support.
They requested I send pictures of the Z motor wiring connection of all four sides. Also, after turning on the machine to feel the motor and wiring for heat. (NO HEAT) Sent Pictures. I also sent a video of the requested raising and lowering of the Z while jiggling the wires showing the grinding.
They assessed from the video it was the extension wire and promptly sent out a new set of upper and lower wires, which I received yesterday by FedEx.
After retesting all seems to be great.
Any time I have had a need for support they have been there for me (100%) with a quick solution.
The support is great but my experience here on the forum is the production needs more quality control. It is great that they fixed you quickly but if they had made the wiring harness correct in the first place you would have not needed support. I think C3D is trying to do the right things but the manufacturing process needs more quality control. C3D stands behind their products but there would be less standing if they improve the quality control. My .02 Cents. Rinse Repeat
When I was speaking to support regarding the wires, their contractor cut corners. They are making amends by sending all the equipment required to make it right on their dime.
Yes, it should not happen, but counterfeit parts are hard to find when they are marked with the wrong name.
When I was ready to pull the trigger on purchasing, I chose Shapeoko because they would be able to deliver quicker. This may be due to their finding other ways to get the parts needed when others failed to do so.
This is only a guess on my part to make a point.
All I truly know at this time is, I am glad I made the choice I did and would not trade my Shapeoko Pro XXL for anything. The wiring issue is minor, and the only other issue I had was missing screws. Both were taken care of by C3D support exceeding my expectations.
Anyone can find fault with anything if they want to. I try and look to the brightside myself and luckily, with C3D support and their products I don’t have to look it’s just there.
C3D, keep doing the great job you are doing, I appreciate it very, very much.