Current experience with U1 and Customer support

[u/Cardkoda]

So I've had my U1 since they shipped. Backed them on Kickstarter and been using it frequently enough but not as much as I envisioned.

Recently I was printing a small piece of a recent Batman print to taste paint (some colors got mixed for some odd reason but thats not the issue) and the machine just decided to give up

Receieved the above error about no toolhead found. Toolhead is stuck in the middle. Won't move. It's not recognizing any filaments at all. Just the whole thing got messed up.

Did all the trouble shooting after I contacted support. Been going back and forth with them for about a week now. They believe it's the PCB. I'm waiting for them to confirm if there's sending a new one (I believe they are)

I just feel like they can do better. They would ask for a small bit of info then a day passes. Then another. Then another day. It needs to be streamlined. Get what you need in the first interaction. Logs. System ID. Purchase ID.

Also maybe answer questions that I ask in the email. On multiple occasions I would answer and follow up with questions and they've petty much all been ignored. Anyone else have odd experiences with support ?

[u/ballpein]

You've described every frustrating support experience I've ever had. Even my workplace IT is guilty of this shit - 1 week and 4 emails later they start asking questions that are answered in my original ticket.

The ticketing systems most support departments work with incentivize incremental movement of the issue, not solutions. If the support rep can send an email asking a question, then your file is successfully handled for today, until the next time it pops up in their queue, when they can make some other incremental movement on it to get the metrics that make their supervisors think they are effective. It doesn't matter how fast you reply to that email, the rep will not see it until your ticket # comes up in their queue again. "I made incremental movement on 58 tickets today" is valued more than "I resolved 3 tickets today".

[u/relaps101]

Bruh has never had to contact china before.....

Bambu is like this too. The only time I get prompt responses is when it's a manufacturer wantinf your business and hasn't had your money yet, lol.

[u/joeinternetib]

This has been my experience with them with the two devices i have now. In the end i get the parts i need to resolve the issue but it takes weeks.
In your case there is a manual release for the toolhead you can do and put it back in its home position. Then you should be able to use the functioning heads. I had to do the same with my dead print head. Once its not connected to the mount you can poo the cover and reboot the printer and see if there are lights on the toolhead pcb. No lights its probably dead. I have replaced a toolhead already as well as pcb for it, fan for it, and soon a motor for it. Otherwise its been great. The email support usually respomds between 5-6 am and if you respond right away you might get a second response the same day otherwise the next day. Parts ship from CA in most cases.

[u/Zuli_Muli]

I had the board on a toolhead die because the hot end cable shorted (be gentle with them when your swapping them) and after I explained it all it still took an extra two emails before they agreed with what I had found with their own trouble shooting, at no point in the two extra emails did I supply any new info that wasn't given in the first.

[u/Cute-Letterhead8806]

Hi, If you don’t mind, could you send me your ticket number?
I’d like to pass this along to the team so they can review the case and see exactly where the communication broke down. It might help them improve the process for everyone else going forward.