anyone know what’s up with technical support? I had a stepper motor go bad, wrote an email on Sunday. Monday morning I got a reply with some things to check to help diagnose the issue (as expected), then nothing but crickets. I’ve left messages on the voice mail, sent a couple emails with videos showing the issues and “0” in return. I’ve been down for 3 days now with a Kickstarter deadline approaching and feel like I’m left dangling in the wind. this doesn’t fit there reputation, are they having issues??
Mondays can be a bit slow as we work through tickets from the weekend, but we will do our best to address your query as we work through the queue.
I’ve been waiting almost three weeks for a reply. I’ve sent four emails and crickets over here too. I think the “reputation” needs to catch up with the reality. I don’t have the kickstarter deadline but I did miss a delivery deadline on an order and I’m still hamstrung so I feel your pain.
Mondays though, I guess.
I do not see any open tickets which match what you are describing.
Please let me know via a PM the e-mail address you are using and we will do our best to determine what is happening.
PM’d. My ticket has been open for a year already.
sorry, I didn’t bring closure to this post. I received a call the day after I made the post. Brandon ran me through a few simple tests and we determined it was a bad stepper motor. I got the new one in the mail two days later. problem solved
thanks for the great service!!
Good to hear! I also got a reply after three weeks of silent treatment thanks to these posts. Unfortunately for me, since being ignored I had to return to my job which is overseas so now I’m away from my machine for a while. Hopefully when I return to my machine I won’t be ghosted again. More to the point, hopefully I have received a refund by then and I can walk away from this mess.
I’m still interested in the original question though, why and how do emails go ignored for weeks at a time?