Module was DOA, Customer service was terrible
For Universal Cartridge for Formlabs Form 2 & Form 3
The OK: The idea is great, locking it down with 10 refills is lame, but I don't fault them for that, make your R&D back on return sales. Documentation is sparse and doesn't help when running into issues.
The BAD: Customer support is terrible requiring multiple days for responses and those responses lack any real substance to aid the customer.
First response I received: "That's usually a driver issue, did you install the included driver" My immediate response to the query was yes, followed up by installing the software and driver on 2 other computers and telling them that it was the same across all machines and verified the correct driver was in use for the device.
That response is fine, but should have been followed up when the customer confirmed that not to be the issue at hand.
No immediate response, requiring I followed up a day later which got a response that it might be a communication problem with the server, I asked immediately if there was an IP i needed to whitelist or something. Then did more testing and removed all firewall blocks so see if it was on my end informing them I get the same issue. No response for 5 more days.
Then I ask: So have you found anything? I have been patient on this issue, but will be requesting a full refund of my purchase if I don't hear back from you by tomorrow.
So they just tell me that they had been working on sending me a replacement but complained that it was too expensive so they will give me a refund since I am out of patience. Just a horrible experience, all I wanted was transparency and for them to provide updates on the issue not leave me in the dark for over a week.
I do customer support for my products so I know how hard it can be, but all it takes is to confirm receipt of a message and let them know what your next steps are. All in I am well over a week into receiving a DOA product and was blamed for a driver issue, told maybe its communication related then just left to wonder.
