Carbide 3D
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What happened to the customer service?
I’m the 3rd owner of a lightly used Shapeoko 3XL. (The second owner never used it). When I started setting it up, I could not get it to home. I would receive limit switch hit errors. It became somewhat clear that the machine’s build, (by the first owner) was a little funky, obviously this is not Carbide 3D's, (C3D) issue. Eventually after I could not solve the issue, I reached out to C3D support. Initially it was great. One of the techs emailed back right away, from there we exchanged several emails. At the tech’s request I provided photos of my machine and a video of it running through the homing process. The tech had me try a few things, nothing seemed to solve the issue, only change the behavior. The tech and I had a pleasent conversation on the phone. We both decided a rebuilding of the machine was logical. In doing that I wanted to upgrade some of the parts. I had a few questions about things I may need, and what is included with the accessories I was planing to upgrade. The tech was unsure about how to answer my questions and promised to email me back. After two weeks I still have not heard from the tech or anyone else. The irritation comes from now being ignored. I emailed the tech a few times and left two voicemails. I came to a point where I decided my questions were now sales related and not support related, so I called and left a voicemail for sales. After a few days I email sales, and left a private message on C3D’s Facebook page. It’s disappointing because it didn't have to be this way. Carbide 3D is said to have top notch customer service, yet I now feel any future issues I have, I'll need to look else where for help. I did ended up ordering the upgraded parts, so hopefully the rebuild solves the machine's issues.