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Makerbot Industries Reviews (17)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] />

At this time, I have been contacted directly by Makerbot Industries, LLC regarding complaint ID [redacted] , however my complaint has NOT been resolved because: they sent the mail On Mon, Apr **, ,asked me provide the bank account.but now days passed, I still have not received my refund.still waiting [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Hi ***,
We received a letter with complaint ID #*** dated July **, by a customer named *** *** ***'s desired settlement was a full refund for his MakerBot printer and filamentAlthough we do not agree with the claims made in *** ***'s letter, our
records show that he was issued a full refund on July **, 2014, days prior to the filing this complaint with Revdex.com
We consider this case closedPlease confirm receipt of this message
Best,
*** ***

At this time, I have been contacted directly by Makerbot Industries, LLC regarding complaint ID ***, however my complaint has NOT been resolved because:
[Your Answer Here]
I have received my refund.thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.But the response (4) [redacted] stated that his request for a refund was not formally recognized: MakerBot misunderstood [redacted]'s request and as such did not process the refund. This statement is a lie, if I was allowed to speak to a supervisor there would not have been a misunderstanding. I would just like them to process my refund.
Sincerely,
[redacted]

At this time, I have been contacted...

directly by Makerbot Industries, LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because: they sent the mail On Mon, Apr **, 2015 ,asked me provide the bank account.but now 8 days passed, I still have not received my refund.still waiting.
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] expressed the following concerns:  1) ?[redacted] stated he was unable to speak to a supervisor in a timely manner: ?Upon investigation, the customer was not directed to a manager in a reasonable time frame. 2) ?[redacted] was frustrated because he could not...

speak to the same support agent each time he contacted MakerBot Support: ?MakerBot tries to have the same agent follow-up with customers through it's case management system, but when we are supporting a customer over the phone we cannot guarantee ?that a customer will be able to speak to the same support agent each time they contact MakerBot Support.  3) ?[redacted] felt it took too long for MakerBot Support to respond to his request for assistance:  A review of the correspondence? between [redacted] and MakerBot Support found that a week elapsed without a reply. MakerBot’s communication was outside of the target response rate of 24-48 hours.  4) ?[redacted] stated that his request for a refund was not formally recognized: ?MakerBot misunderstood [redacted]'s request and as such did not process ?the refund.  MakerBot Support? will reach out personally to ?[redacted] and offer a full refund of the MakerCare 2nd Year Extension along with the option to continue working toward a resolution for his technological issue.  Sincerely,?? MakerBot Support ###-###-####
NOTICE: This email may contain information that is confidential or attorney-client privileged and may constitute inside information or trade secrets. The contents of this email are intended only for the recipient(s) listed above. If you are not the intended recipient, you are directed not to read, disclose, distribute or otherwise use this transmission. If you have received this email in error, please notify the sender immediately and delete the transmission. Delivery of this message is not intended to waive any applicable privileges.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
/>

Review: I received a Makerbot Replicator 2 3d desktop printer in the early part of 2013 (January or February). From the beginning I had problems. The unit came missing parts, and several weeks late due to delays by hurricane sandy. The missing parts were sent, but the unit is defective. It has repeatedly failed to print objects. The machine stops extruding plastic filament in the middle of the printing process. The machine has operated for only 33 hours and it was malfunctioning during the majority of that time.

The Replicator 2 was advertised as being capable of “making professional quality models,” and having “sophisticated software” that produces “fast” and “consistent” results. Unfortunately, that hasn’t been my experience, and it seems I’m not alone. A simple [redacted] search with the terms “Makerbot” and “AirPrint” yields numerous examples of other Replicator 2’s that have had this problem. Examples of this can be found at: [redacted] Makerbot actually seems to recognizes that this was a problem on the Replicator 2 and advertises a fix with the new “Smart Extruder” with statements like “- Detects filament absence and automatically pauses your print”.

I have brought this issue to Makerbot's attention in the past but they failed to provide any solutions. Now they want me to pay to have the defective unit fixed. This unit cost over $2000.00, and I don't think it is fair to be charged for repairs. It has never worked consistently as advertised and is defective.Desired Settlement: I want Makerbot to either repair or replace this unit for free, otherwise I would like to be issued a refund.

Review: I purchased (7) Makerbot Replicator 2 3d printers several weeks ago. One arrived broken. I filed a support claim and haven't been able to get any resolution. When I call support, no one ever answers---I am on hold forever. Sales of course picks up quickly when I choose that option, and then they offer to help by sending me to "reception." This means getting transferred to a full voice mailbox. The machine is still under warranty.Desired Settlement: I need them to replace this broken machine with a new one.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On December [redacted], I purchased a Makerbot Digitizer directly from Makerbot's website (purchase price, shipping, and taxes totalled $1031.25). I received a Digitizer on January [redacted]. I proceeded to attempt to use the product with little success. I contacted their customer support via their on-line support form on January [redacted]. On January [redacted], after nearly 2 weeks of testing all variables described in their on-line Frequently Asked Questions and Troubleshooting guides to get the product to work, I requested a refund. Instead, Makerbot responded to my original support request. Since January [redacted], I have spent another 2 weeks working with their technical support representative in an attempt to get the product to work. To this day, I have not been able to achieve an acceptable use out of the product. Makerbot has stated that they will not accept returns under any circumstances (assumed to also include manufacturing defects).Desired Settlement: I desire to be refunded my purchase price, tax, and shipping. If Makerbot can accept those terms, I will entertain the possibility of paying for return shipping to the address it shipped from. If they cannot make good on this agreement, or they delay in response, I will rescind that offer and expect that they pay for the return of their damaged goods.

Review: On 4/**/2014 I placed an order for their newest model 3D printer, the "Makerbot Replicatior 5th Generation". The order was said to take a few weeks to arrive, and it arrived on 5/*/2014. Straight out of the box, I started having issues.

The first issue (more of a nuisance) was the cable connecting the printer screen to the motherboard was not plugged in correctly. This could have happened during shipping, and it was a simple fix so I didn't bother them with this information. However, it should be noted that this was their first pre-built printer. This is when I first realized that not enough thought was put into the product. But I brushed it off, thinking it wasn't a big deal, and continued to set up the printer.

The printer had issues with the first model I threw at it (The printer would give me an error and stop printing) so I sent an e-mail to Tech Support. Going back through my e-mails, I never received a claim number of any kind. I received a prompt response on the morning of 5/*/2014, asking me to send them the 3D model file. When I got home that night to try some other prints as a means of troubleshooting, the extruder (the portion of the printer that does the actual printer) started to endlessly make loud clicking noises. This would happen no matter how many times I restarted the print or reloaded the printing material. Later on I learned the clicking noises meant the extruder was clogged and since this is a close source product, I would lose any warranty if I tried to repair it myself. I had no choice but to respond back to the Tech Support with a video of the phenomenon and the files he requested.

After 9 e-mails back and forth and 10 days later, I finally received my new extruder (5/**/2014). It should be noted that this extuder was of a new design, meaning the company realized there was a issue and tried to fix it, free of charge. It also means the lack of testing done on the product and a sense that they rushed this product into the market.

However, even with the newly designed extruder I continued to experience issues. This time it was a completely different issue, where the extruder would not even connect with the printer. At this point Tech Support did suggest for us to either replace the entire printer with the 4th generation model. I did not pursue this option and requested for the printer to be serviced. They begun repairs on the printer on 6/*/2014 and completed it by 6/*/2014. The only information they have me was that they "replaced the extruder and left side panel". I responded to the e-mail trying to get more information from them but never received a response.

I was able to print my 3D models fairly well until 6/**/2014, and I sent another e-mail to Tech Support asking for another extruder replacement. I didn't receive a response until 6/**/2014 and was told a replacement had been ordered. I only receive it on 7/*/2014. However, That extruder also immediately clogged. The printer has been sitting idle ever since then.

This product, like I mentioned before, seems extremely rushed. The extruder had a redesign post-release, and the rigidity of the printer is a joke. I find it hard to grasp how this received awards.

This product has a six month warranty, and I have spent two months (1/3) of it trying to get it to work. All the repairs are currently free since it's under warranty, but what happens after the six months are up? I went through four extruders in just two months and the problem isn't getting any better. I can understand some hick-ups here and there but the brand new printer has spent more time being serviced or waiting on service, than printing. This is absolutely unacceptable.

I have videos and e-mail record to back all this up. Please let me know if this will be required.

At this point I am done trying to make a $3,000 equipment work, therefore I am requesting for a full refund.Desired Settlement: I would like to return the defecting printer and all the filaments I bought from them (partially used) and receive a full refund. I cannot use the filament on any other printer since it is a specific diameter, therefore it is useless to me.

Business

Response:

Hi [redacted],

We received a letter with complaint ID #[redacted] dated July **, 2014 by a customer named [redacted]'s desired settlement was a full refund for his MakerBot printer and filament. Although we do not agree with the claims made in [redacted]'s letter, our records show that he was issued a full refund on July **, 2014, 5 days prior to the filing this complaint with Revdex.com.

We consider this case closed. Please confirm receipt of this message.

Best,

Review: On behalf of Virginia Tech, I submitted an order for three spools of PLA filament. We only received two. Makerbot has failed to respond to any of the four messages I have left over the past two months. When I called customer service today, I was left on hold for an hour. It's not clear that their customer service even exists apart from an answering machine.Desired Settlement: Send the third (orange) spool from order #[redacted].

Consumer

Response:

At this time, I have not been contacted by Makerbot Industries, LLC regarding complaint ID [redacted].

Sincerely,

Review: On March xx, 2014, my nonprofit purchased a makerbot z-18 via pre-order and a replicator 2. The z-18 would be our 3rd printer from Makerbot as we started off our journey into 3d printing with the original Replicator. The Replicator 2 arrived without issue. About 5 months later the z-18 arrived. After numerous issues that support could not find an answer other than, that's the first time I've heard of that happening. We sent the z-18 back to makerbot about a week later. First complaint is they wanted a 10% restocking fee. Roughly $700 for a unit that never worked as advertised. I refused the fee and they took it off. I took that as a measure of goodwill and was eager to receive my refund to purchase an alternative while secretly hoping they would work out all the bugs in the next release so I could try their latest gadget. They informed me that they should be able to put the amount back on my card in a few days. After a few days passed, I called inquiring about the status of my refund. Lie #1, they said that they tried to refund the amount to my card but the transaction failed. They then advised it would take 2-3 weeks for accounting to process the request and issue a physical check. I didn't understand what additional processing needed to occur if they had already "tried" to send a refund to my card. But I played along, anticipating my refund of almost $7,000 would soon be on its way.

2 weeks elapsed and I called Makerbot again to inquire about my refund. After waiting about 45 min to talk to support, he said he had to contact accounting and asked for my email address so he could give me an update in a few minutes. An entire day went by without word from Makerbot. After waiting again for 40 min the next day, they said a check would be mailed 2 days later. Outstanding. They are in Brooklyn, I am in Atlanta. Should take about 3 days via the slowest mailing method. On the 5th day of waiting, I decided to call makerbot again. Not counting the lies anymore, because they had already forever lost my business.

Spoke with the same rep who had processed my request. Now all of a sudden there was an error with the first refund request. It would take accounting another 2-3 weeks to issue my check.

Because I don't believe anything Makerbot says, I'm here documenting this ordeal so that others might be warned.Desired Settlement: I want my refund immediately. The pattern of lies does not allow me to believe that it takes that long to process a request almost a month old that has already "allegedly" been processed and attempted to be refunded twice.

Review: I purchased a 3D printer from makerbot, in front of their delivery, I applied for a refund.but the time has passed for three months, and they did not give me a refund.I have mailed them about this refund,they just apologized to me and has asked me to wait.

ORDER #: [redacted] Order Status:Closed

Order Placed:2015-01-** 09:41:31

Recipient

[redacted] Fan

Total

$4024.74

OrderPayment Method:Check/Money

I paid the money by [redacted].I have sent about 20 mails to them.

the latest email they sent to me means,I need mails to their Finance team with the [redacted] refund number([redacted]),I did as what they mean,but got no reply.still wait.

So I have to bother you.thanksDesired Settlement: refund my money

Consumer

Response:

At this time, I have been contacted directly by Makerbot Industries, LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because: they sent the mail On Mon, Apr **, 2015 ,asked me provide the bank account.but now 8 days passed, I still have not received my refund.still waiting.

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Makerbot Industries, LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

I have received my refund.thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Makerbot has wasted 4 months of my time with their 3D printer. I had to order replacement parts for virtually every component of the product before needing to send it back to their office. They are now telling me it will take 6 more weeks for the part to show up. When I asked what part they needed, they had no idea. Horrible customer service. Lazy and unknowledgeable staff. And an even worse product. When the printer did work for those two hours it would not print at even half the resolution or quality it was advertised at.Desired Settlement: I want this fixed. I want the product I paid for. I want to be put in touch with a representative who has graduated high school.

Review: I signed up on Feb, ** 2015 for their Maker Care ORDER NUMBER: [redacted]. I called and spoke to three or more of their agents , [redacted]. each time I spoke to the before mentioned agents I had to go over the problem each time from beginning to end with each one. I was having problems with my Replicator 2 printing. I was told that some one would get back to me either by phone or Email. After a week I had not heard from anyone so I called and asked for the agent and was told that he was not in or available but he could take the information or could attempt to help me, at that time I requested to speak to a supervisor and was told no supervisor was available, I then asked for the name of the supervisor and was told he did not know who it was, so I continued to talk to him for help. I have sent several emails and requests to speak to a supervisor of Makercare and have not been contacted. As of this date I have not been contacted or received any reasonable help with my problem. I request my money back! It has almost been a MonthDesired Settlement: Maker Care Agents failed to provide assistance, Maker Care Support Supervisors, failed to contact or attempt to resolve my problem, unprofessional business demeanor. I want a refund and no longer want to have dealings with Makercare.

Business

Response:

[redacted] expressed the following concerns: 1) ?[redacted] stated he was unable to speak to a supervisor in a timely manner: ?Upon investigation, the customer was not directed to a manager in a reasonable time frame. 2) ?[redacted] was frustrated because he could not speak to the same support agent each time he contacted MakerBot Support: ?MakerBot tries to have the same agent follow-up with customers through it's case management system, but when we are supporting a customer over the phone we cannot guarantee ?that a customer will be able to speak to the same support agent each time they contact MakerBot Support. 3) ?[redacted] felt it took too long for MakerBot Support to respond to his request for assistance: A review of the correspondence? between [redacted] and MakerBot Support found that a week elapsed without a reply. MakerBot’s communication was outside of the target response rate of 24-48 hours. 4) ?[redacted] stated that his request for a refund was not formally recognized: ?MakerBot misunderstood [redacted]'s request and as such did not process ?the refund. MakerBot Support? will reach out personally to ?[redacted] and offer a full refund of the MakerCare 2nd Year Extension along with the option to continue working toward a resolution for his technological issue. Sincerely,?? MakerBot Support ###-###-#### NOTICE: This email may contain information that is confidential or attorney-client privileged and may constitute inside information or trade secrets. The contents of this email are intended only for the recipient(s) listed above. If you are not the intended recipient, you are directed not to read, disclose, distribute or otherwise use this transmission. If you have received this email in error, please notify the sender immediately and delete the transmission. Delivery of this message is not intended to waive any applicable privileges.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.But the response (4) [redacted] stated that his request for a refund was not formally recognized: MakerBot misunderstood [redacted]'s request and as such did not process the refund. This statement is a lie, if I was allowed to speak to a supervisor there would not have been a misunderstanding. I would just like them to process my refund.

Sincerely,

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Description: PRINTERS

Address: One MetroTech Center 21st Floor, Brooklyn, New York, United States, 11201

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