i have had mixed success with carbide support. my machine too showed with a non-working limit switch, but i did get a replacement fairly quickly without having to video conf.
i have an ongoing problem with bitsetter where the system believes the setter is actuated. i’ve sent 2 emails (east coast morning user) and got no reply to either. ended up taking bitsetter off, blowing out, tapping, cycling machine, ultimately turning bitsetter off. turning it back on sometimes works. it’s been working for the past few runs so fingers crossed.
carbide does need to be better in replying to messages.
Your email server rejected the replies we sent to you. I think Oscar just resent the failed message from last time, but it’s not uncommon for us to get messages from email servers that reject a reply. (Outlook.com seems to be the biggest problem for these rejected replies, but it’s not the only one)
I hate hearing that you have had such a bad experience. I doubt that moving to another manufacturer will help. My Shapeoko was my first CNC I purchased in 2020. Every single time I had any issue with my machine, I was given some of the best support I have seen. I was in the IT world for 25+ years and never got support like that from Carbide.
I have been talking into purchasing CNCs from 2 other manufacturers since then. I assure you the support from Carbide is much better than those. I have also helped troubleshoot problems on CNC machines for other businesses in the area. At no time was the help I received from the manufacturers of those machines any help whatsoever.
If Carbide started making 4’x8’ or 5’x10’ machines, I would be buying those from now on. Their support is top of the line.
fwiw, I’d like to pile on that Carbide’s support is orders of magnitude above others. I’ve made posts perceived as critical of the company, but they (props to Will!) engaged and ultimately converted me into a 2x’er in machine buy’s. For my first machine, I had a pretty obvious QC issue where the machine arrived literally missing a letter in their own brand ‘Nomad’… of course my initial thought was ‘if they missed this, then what else is wrong!?’ Turns out not all mistakes are made equal - everything else in my case worked like a champ, and they rectified it by immediately sending me a new decal. Stuff happens, sometimes very obviously perhaps in both of our cases - yes, it’s sloppy - but you’ll find this is common big and small. How they respond is where things start to split apart. Carbide IMO stands behind their product, and they will make it right if you give them a chance
Ooh, I hope it’s not too late to participate in the support satisfaction survey going on here. Fleming has been very helpful in diagnosing a problem I had. Emails are returned the same day. This is the best support experience I have had in years.
Also, I’m curious, is it typical to offer a “mistakes on us” policy?
I am sorry you’re having a rough time. Every issue has been handled professionally and swiftly in the 2 years I have had my machine. I even had a crazy Linux driver issue, which took some time to iron out. Once, I had a router fail, and I sent an email over a holiday weekend, and within an hour, I had a response and a router that week. The support team has been rock solid, with zero complaints. I have made a career running technical customer support teams for 20 years; this team is the standard against which many others should aim for.
Why is it that every time someone has a problem with getting what they want from “support”, the thread gets inundated with glowing reports of satisfaction from the masses of satisfied “support” recipients?
How is posting a “satisfaction survey” helpful to the OP? I’m reading this thread as an unwitting cover up for this particular person’s “support” issue. It isn’t helpful.
I wish one of the moderators would have stopped it from the start and declared many of these glowing support satisfaction posts as being off topic.
The OP didn’t come here for help, they came to vent. When folks visit here to ascertain the quality of product, it seems appropriate for other users to respond to this type of post. I’m impressed the responses have been so civil in light of the OP’s acerbity.
Here’s hoping this thread dies soon. It appears the OP is done with it.