MakerGear: Thanks for great customer service

[zemlin]

I picked up my first 3D printer - an M2 - back in late January. It's been working great, but there was one aspect of the machine that I started to question. Finally on Friday night I took some careful measurements and shimmed some stuff to get things where I thought they needed to be. I wrote the folks at Makergear to tell them what I found and how much shim was required to get things in line and included a photo of the adjustment - sent the email around midnight Friday night.

I didn't ask for a fix or a repair - I just said that I thought it seemed a little extreme and asked if they felt I should make a warranty claim.

Around noon on Saturday I got a reply back saying they felt it was unacceptable and that they wanted send me a replacement printer along with a return shipping label. Monday afternoon around 2:00 I get the shipping confirmation.

I'm a firm believer in the value of customer service when it comes to running a business and keeping customers happy. Customer satisfaction is always my first priority in my business dealings, and I love it when I'm dealing with a company with similar values.

The MakerGear crew went above and beyond. Thanks! I will wave my MakerGear flag with more enthusiasm than ever when folks ask me about 3D printers.

[ryaneb85]

It sounds like we may have a very similar issue. I've only conducted some very crude measurements so far, but they were far enough out to motivate me to gather the measuring tools and shims from work in order to (hopefully) fix my M2 tonight. I've tried to work around it for quite some time, but with various hardware (and attempted software) modifications now complete, I think I've exhausted all other options.

Glad to hear you got it sorted. I'm hoping after tonight I too can put down the tools and start printing!