I purchased my machine on 1/18/25, it was delivered on 1/27/2025. Since that day I have had maybe 3 days of use out of the machine.
-On delivery, the router ordered with the machine did not include the collets or collet nuts, so I was completely dead in the water until 1/31/2025 when the new part arrived. Also requested spare limit switch as mine had come damaged in shipping.
-Went to go start my first job - the bit setter was not responsive in Carbide Motion. Turns out, the small extension for the bit setter was wired incorrectly from the factory. I rigged myself a fix for that issue on Monday the 3rd after the issue was verified and I received the correct wiring orientation from Carbide. limit switch did not arrive with new collets.
2/5/2025 replacement extension for the bitsetter and replacement limit switch finally arrive
2/6/2025 I managed a single cut before the main controller failed (limit switch stuck in CLOSED position). Spent days fighting with support to get replacement part sent, as they were trying to force me into a video call to prove to them the issue. Not acceptable. I run a workshop, not an office. There is no internet or cell reception in this shop. It is not physically possible. I also work full time during their operating hours. In combination, absolutely not happening.
2/10/2025, I finally receive my replacement controller. I have a single day of use out of the machine on Monday 2/17, where there are no issues with the maching, huzzah!
2/18/2025, main controller fails yet again. I am yet again requested to do a video call, which I refuse, because I AM UNABLE.
My machine is currently inoperable. I have had the use of my machine for maybe 5% of the time I’ve owned it. QC is absolutely bottom shelf. I have had to fight with support to believe their own FAQ page, and to actually read my messages about their own descriptions of the faults provided in their own documentation. Every package sent to me was sent as slowly and cheaply as possible. I cannot in good conscience recommend this machine to ANYONE let alone a newcomer to this industry. I will be moving on to literally any other manufacturer.
So that other people can be warned off. Apparently reading is hard for you too, because as I stated:
IT IS ABSOLUTELY NOT [expletive deleted by moderator] POSSIBLE TO DO A VIDEO OR PHONE CALL AT THE MACHINE. THIS IS PHYSICALLY IMPOSSIBLE DUE THE LOCATION OF THE MACHINE. I’M TYPING IN ALL CAPS [unhelpful commentary deleted my moderator]
I heard your statement loud and clear in your post but I don’t think you heard mine since you clearly missed my opening question to you.
Say you buy another machine from another manufacturer and you have a problem with that machine, what are you going to do then? Do you think that a manufacturer is going to send you free parts on a $5000 ish machine without validation? I’m not accusing you BUT you seem to have an impossible answer for every circumstance that arises, and from a manufacturer’s standpoint you look suspect. Just something to think about. Peace brother, best of luck
It’s great how you are trying to now take it out on the members of this community for trying to assist and maybe help you look at it from a different perspective. You graphically voiced your displeasure and when a few members tried to provide some advice you repeated your rant. I get it… you’ve had a bad experience but you have not made any attempt to meet halfway or try find a solution to your inability to communicate with C3D.
I think I’ll stick around…I believe you said you were moving on.
nobody offered any advice or other perspectives, or assistance of any kind. I was told to shut up, comply with everything they want from me, including the physically impossible, or get F’d. I’ve done everything requested of me by support except one thing, which in under no circumstances is required to get to a solution. I’m not attacking anyone, I’m defending myself from idiots, like yourself.
I’ve always had great support, like others said. You have to find a way to get over your hurdle so support can assist you adequately.
Remember they are the experts on their machine!
I have had mixed results with my machine and support so I know how frustrating it can be when things aren’t going the way you expect. I have been ghosted more than once for scheduled training sessions, I’ve had machine issues that shut me down at the most inconvenient times, and I’ve had support tickets drag on and on without resolution (or I finally find an answer via reddit or other sources). The time zone difference is also very annoying, and it would be such a help if they could support east coast hours. That being said, when I have expressed frustration with Carbide, I feel like they have done their best to correct my issue and they have replaced parts for me with no charge (for which I am VERY grateful).
In my “real” job, I oversee failure mode investigations in manufacturing environments. Identifying the true root cause of a defect can be a very nuanced process, and making assumptions about manufacturing conditions or processes can result in misidentifying the root cause, so the implemented corrective and preventive actions do not actually solve the problem. I work with people with a wide variety of manufacturing knowledge and lexicon. I think this is a challenge for Carbide - they are working with anyone from a first-time CNC user to people who are running very productive businesses, and the support folks don’t always know who is on the other end of the phone (or email) and how they are running their machines. There may be an opportunity for them to be a bit more streamlined and structured in their support investigations.
Ultimately, we are communicating with people that are (presumably) doing their best with the tools they have available. If you aren’t available for video calls, or don’t flex your schedule to be available during their support timeframe, or don’t give them all the info they need to help you, you are just taking tools out of their toolbox. If you treat the relationship with Carbide as a partnership and work to meet them halfway, you are more likely to get the best support they have to offer.
I have had a couple of problems with my S5 that I bought after thanksgiving but I have to say the support I have gotten has been great. I have always gotten a timely response.
This is not some insanely complicated industrial machine. The issue is simple, easy to diagnose, and I gave support all of the possible information, via text, images, and videos, that they could need to understand the problem.
The problem is outlined directly on their knowledgebase:
I followed the carbide3d suggested troubleshooting procedures. I informed them of the results. I informed them that the wiring harness for said sensor (the FIRST time an issue occured) had continuity, no continuity loss on cable manipulation for full length. The sensor functions (light turns on) the sensor was stuck in the closed state on the controller, but not the sensor. Swapped sensors, same issue occurs. Absolutely no other possible cause but the controller, AS OUTLINED IN THEIR OWN DOCUMENTATION. Sensor works on startup but fails consistently in under an hour.
FAILURE 2: Sensor fails, no light. switch in closed state in carbide motion. swap sensor, controller state stays closed in carbide motion. swap for ORIGINAL ELECTRONICS, as it had only been 1 day since installation of new electronics…sensor works on startup but fails consistently in under an hour. swap back to new electronics. sensor stuck in closed state. IT IS NOT DIFFICULT TO ISOLATE THE ISSUES ON THESE MACHINES. THEY ARE NOT COMPLEX. THEY DO NOT NEED A VIDEO CONFERENCE TO SEE. They requested videos, they requested images, they got what they needed and more.
Absolutely all of you completely miss the point, support should not put the burden on the customer. This is basic customer service for those that actually excel at it. Once i informed them that method of communication was not possible, my account should have been noted as such (AS WILL DID AFTER WEEKS OF BACK AND FORTH), and I should not have been pushed to do it on multiple further instances. I am the one paying them, I am the customer, I am not an employee to do what I am told and to adjust my work life and schedule around their inability to understand simple circuits. I am not going to spend thousands of dollars to get internet to a workshop that doesn’t need it for a single interaction that is completely not necessary.
As it appears that this is not going to be resolved between OP and C3D for various reasons (not pointing fingers at either party) AND you are still within the warranty period, what about returning the machine? Has that discussion been started?
Mine you, the only connection I have with C3D is being a satisfied customer & owner of (2) 3XXL as well as (3) other different mfg machines from hobby to commercial machines.
Also, as a retired network engineer, it does not cost thousands of dollars to get internet access in a workshop. Can it?, sure if you want state of the art, every bell, whistle, do-dad we have today.
You could just get a couple of inexpensive Wi-Fi devices as a “temporary” network. Or see if your mobile phone can be setup as a hotspot.
Hi James, I’m new to C3D also, I got my machine Jan20th 2025. Recently I had some limit switch errors that had me looking for answers but just by accident discovered the problem was a bad motor connector. I would recommend that you disconnect the motor connector on the side you suspect the problem is and inspect both the ends of the plug. I found on mine that of the four wires going into the receiving plug, one of the pin slots was pushed too far in and was not making good contact. I pushed it cack into place and all the limit switch problems went away. hope this helps, have a great day.
I have as well. Not knocking OP, but I’ve had extremely positive interactions with support. Even when it was my stupidity. That’s what attracted me to C3D was the customer support, and they haven’t let me down.
That’s what attracted me to C3D was the customer support, and they haven’t let me down.