Need some advice on how to respond

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jimc
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Re: Need some advice on how to respond

Post by jimc » Sat Jun 28, 2014 10:02 pm

i agree with jin, you cant please everyone. there will always be someone out there that complains just to complain. i have had a couple customers over the years that have been like that.no matter what i do for them or how perfect and flawless their paintjob is they just have to complain about something. even if they make up something imaginary. its nut and its frustrating to the business owner for sure but nothing you can truly do for someone like that. you have to know that as jin said that one bad review in a ton of positives always looks sketchy and makes the person look like a troll. it wont affect a buyers decision.

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Capt. John
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Re: Need some advice on how to respond

Post by Capt. John » Sat Jun 28, 2014 10:03 pm

Checked today, 6/28/14 Amazon reviews, 50 five stars, 2 four stars. No 1 star reviews.

I live off Amazon Prime, because I live in the Manistee National Forest, or boonies, 60 miles away
from Traverse City, MI where all the big stores for shopping.

I take the best and worst reviews, throw away the most positive, then the most negative.
Then, try to make the best judgement call before purchasing.

Reviews on Amazon can be loaded with competition slamming competitors products.
Look up the person with the negative review, see how many actual reviews he did
and on what dates?

One sour apple does not ruin our barrel of M2 fans, like me.
You offered a refund to make it right from a customer with unreasonable expectations.

The good thing is Rick will wake up tomorrow morning being Rick.
The whiner will wake up tomorrow too, still being an A-Hole

You can't fix stupid rule applies here, no matter how hard to try!
Capt. John
Manistee, Michigan
Reel Amateur at 3D printing
Fishing Tackle Manufacturer & Webmaster for:
http://www.michiganangler.com
http://www.michigansportsman.com

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rpollack
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Re: Need some advice on how to respond

Post by rpollack » Sat Jun 28, 2014 10:51 pm

Thank you for the feedback. It is very much appreciated.

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Dave K
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Re: Need some advice on how to respond

Post by Dave K » Sun Jun 29, 2014 1:17 am

I just read the negative review and, for what it's worth, he strikes me as someone with an axe to grind, not someone who is in an entirely reasonable frame of mind. That comes across pretty strongly to me, and I would think to others who read that review. Things like that boggle my mind...how one person's experience could be so radically different than the norm. I wonder if it would be worth $1700 to a competing company to buy an M2 in order to trash it publicly...but that's crazy talk :?

I thought I had already reviewed the M2 on Amazon, but I found that I had not. So I've added a 5-star review, not to inflate the ratings but because it is flat out a 5 star product, including M2 support.

sprior
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Re: Need some advice on how to respond

Post by sprior » Sun Jun 29, 2014 5:10 am

This review was posted as a review of the seller, not a review of the product. That puts it in a different place and doesn't allow others to reply to it like they would in a normal product review.

While I think that Rick was factually correct, it is very tricky to interpret tone in emails, both his and yours, and this can go bad fast. This buyer clearly didn't have a clue what he was buying and I also think that 3D printing in general is just not ready for non-tinkerers. Those of us who are used to solving tinkering type problems just don't realize how difficult this stuff is for non-tinkerer types. 3D printing is new enough that lots of people I've mentioned it to don't even know what to picture when they hear the term, it's just science fiction to them. Heck, the implications of what this can do keep blowing me away. I will say that when my mother came to visit after we got the printer (she had seen pictures I posted on FB) she was still surprised that it was different from what she imagined. Apparently when she saw "3D printer" she thought "3D copier" and was surprised that I didn't put in an object and have the printer duplicate it. I suspect this buyer had a similar expectation.

thecadman99
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Re: Need some advice on how to respond

Post by thecadman99 » Mon Jun 30, 2014 3:02 pm

Its hard not to take those types of messages personally, especially when you've invested so much of yourself in your work and product.
I would send links to a 3D scanner (if the person wants to scan images/items) and to the reprap list of software for creating files.
Stay frosty and professional, realizing that there are always going to be people like this when dealing with the public.

The majority of buyers will most likely end up right here, reading this exact post. I would point the customer in question to the forums here and inform him/her that there is very supportive community willing to help. Really... how many users out there who are successfully printing on any 3D printer relied completely on the documentation and software included in their purchase? I know I sure didn't- I have a long background in CAD and I still had a LOT to learn just to get that first quality print.

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Dave K
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Re: Need some advice on how to respond

Post by Dave K » Mon Jun 30, 2014 5:04 pm

thecadman99 wrote:... how many users out there who are successfully printing on any 3D printer relied completely on the documentation and software included in their purchase? I know I sure didn't- I have a long background in CAD and I still had a LOT to learn just to get that first quality print.
If i relied only on available official documentation, It would have taken a lot longer to come up to speed and resolve problems. That's not just the case for 3D printers. I've had the same experience with cameras, RC equipment, computers, automobiles, you name it. Good documentation is important but good ongoing support from both the company and the user community are even more important in the long run. Makergear and the users in this forum shine in that regard.

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Jules
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Re: Need some advice on how to respond

Post by Jules » Thu Jan 22, 2015 1:16 am

Hi there.....I'm one of those "completely-new-to-3D-printing-people" and I've been going through as much information as I can before making the leap, which includes reading through forums for real comments and opinions, as opposed to falling for the marketing hype that surroundeth me everywhere. I realize that this thread is long over and done with, but i just wanted to let you know that the classy way you dealt with your petulant little pal there just sealed the deal on my purchase of the M2. (Very nicely done - I'd have lost my temper.)

I've not done any 3D modeling (well, a little playing with AutoDesk 123D design) but I've done a lot of 2D work in the digital cutting files area, so i imagine that it will be a while before I do much of my own designing.....my question is this: I can see that there are at least 3 learning phases to produce these prints, 1. The 3D file design phase, 2. The Slicing and G-code phase, and finally 3. Understanding the characteristics/limitations of the specific materials and how the printer works with them. I figure that Phase 3 is going to be a learn-as-you-go prospect, like learning to cut different materials on cutters.

My question is this.....would it be better to concentrate now (while I am waiting on my printer) on the 3D design aspect, or should I pre-purchase the Simplify 123D now and study up on G-code? Can you play with Simplify 123D before you have the cutter to connect to, or do you need to wait? (I know I won't be able to actually send anything to print, but I thought i might play with the slicing and supports to get comfortable with it first.)

What would you do first, if you were just starting out?

Many thanks!

Jules :)

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jimc
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Re: Need some advice on how to respond

Post by jimc » Thu Jan 22, 2015 4:55 am

welcome jules! definitely dont bother with s3d right now. you'll need the printer and without that you can zip through that piece of software in 5 min flat. i am with you and came from a 2d world. all my knowledge is wrapped up in corelDraw to cut vinyl paint masking for myself or make logos and graphics. the 3d modeling software is where you want to spend your time now. thats all i did while i was waiting for my printer. there are many pieces of software out there so its just a matter of finding the one for you that fits the type of modeling you want to do. i personally use rhino. easy to learn and for a small subscription you can goto infiniteskill.com and go through their rhino5 beginner and advanced video set. you'll be modeling stuff in no time by the time your printer arrives.

hybridprinter
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Re: Need some advice on how to respond

Post by hybridprinter » Thu Jan 22, 2015 5:06 am

I agree about learning design software first. You need to first decide if you want parametric cad software or direct cad (no history or feature tree). Im a solidworks fan but its expensive.

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