quality of support

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UltiArjan
Posts: 48
Joined: Sun Dec 27, 2015 6:07 pm
Location: the Netherlands
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quality of support

Post by UltiArjan » Fri Jan 15, 2016 10:54 am

Hi guy's, can I ask what's your experience with Carbide support ?
Sent them 2 mails (stuff like incomplete shipment..) oldest e-mail now 9 days, just no response at all....

I understand the're a small company but this is rather poor performance imho.

When I asked sales questions on buying a SO3 they responded super fast....
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Shapeoko3 #1331, Makita RT0700
Ultimaker2, Ultimaker2+E3Dv6 (abs only)

Gadgetman!
Posts: 1061
Joined: Sun Aug 25, 2013 12:44 pm
Location: Norway
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Re: quality of support

Post by Gadgetman! » Fri Jan 15, 2016 1:09 pm

You're the first I have heard of that hasn't gotten a timely answer.
Weird guy...
Shapeoko 2014F: 1000mm X/Y, 300W Quiet Cut spindle, Arduino Uno/G-shield and GRBL 0.9i
15x30 drag chains, custom spindle mount, 9mm belts, 8mm endplates, 6mm motor plates.

WillAdams
Posts: 8608
Joined: Mon Apr 09, 2012 6:11 pm
Location: Pennsylvania --- south of the Turnpike, East of US-15
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Re: quality of support

Post by WillAdams » Fri Jan 15, 2016 1:51 pm

Usually when there's been a disconnect, it's caused by a missive winding up in a spam folder --- though your success w/ sales questions would argue against that.

Try a different e-mail address to send to them and check your spam folder?
Shapeoko 3XL #0006 w/ Carbide Compact Router w/0.125″ and ¼″ Carbide 3D precision collets

RoguePirin
Posts: 216
Joined: Wed Sep 02, 2015 3:22 pm
Location: Illinois, USA

Re: quality of support

Post by RoguePirin » Fri Jan 15, 2016 2:01 pm

Most of my emails have been responded to in a few days, though I have had a few emails go unanswered for over a week, but just keep following up. With reminder emails, I do get a response, along with an apology for the delay.
Shapeoko 3 #677, Nyloc nuts, ¾" HDPE base with t-nuts, Dewalt 611 w/Super PIDv2

Shook
Posts: 139
Joined: Thu Nov 12, 2015 6:50 pm
Location: Downingtown, PA

Re: quality of support

Post by Shook » Sat Jan 16, 2016 2:13 am

All of my questions have been answered quickly. Questions asked over the weekend are usually responded to on the next business day.

I've been quite satisfied with the support I've received so far.
Shapeoko 3 (#1107)

UltiArjan
Posts: 48
Joined: Sun Dec 27, 2015 6:07 pm
Location: the Netherlands
Contact:

Re: quality of support

Post by UltiArjan » Tue Jan 26, 2016 7:52 am

This time support answered first business day, I had previously used the "the team" mail address, don't do that ...
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Shapeoko3 #1331, Makita RT0700
Ultimaker2, Ultimaker2+E3Dv6 (abs only)

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