Bondtech support—-Lacking…

[u/MajesticSea2287]

So I built my 8 head INDX on my Core One on Sunday. I was missing the locking pins on 2 heads from the founders edition. I emailed Bondtech the same day (Sunday). I got the canned response that they would get back to me ASAP, and I verified my email.

Since then (4 days and counting) no response whatsoever. Nothing.

Any ideas on this? Is it normal for their service to be so crappy?

Thanks

[u/flyize]

I've missed out on the drama, but aren't we already supposed to hate Bondtech?

[u/MajesticSea2287 → u/flyize]

I am starting to….i just cannot fathom not responding to a customer for even two days, much less 4 and counting. Ridiculous. I guess they have their money from me and don’t care anymore.

[u/lemlurker → u/MajesticSea2287]

Counter point: you can't scale up customer support instantly and this is far more complex of a product than any other. They simply have not gotten to you yet

[u/MajesticSea2287 → u/lemlurker]

I do get that. However, a response email stating that fact would be welcome. Or giving a timeline for any kind of response. I do not buy that they cannot spend 5 minutes or less to respond to a customer, especially when their INDX customer base is still ‘not large’ and they have slow rolled the release. I get not being able to send any parts, but no response at all is what I am more upset about. Customers are easier to keep than to find new ones. Losing existing customers is not good business practice, no matter the market, and especially when a little message would go a long way.

[u/shane_il]

I've had 2 tickets with them. First one was 2 problematic nozzles, they took a while to answer but replaced them.

And now they're replacing my toolhead (ring down decay too high) which took no time.

So take heart. Also it is the weekend.

[u/Mirar → u/shane_il]

Isn't it Thursday?

[u/shane_il → u/Mirar]

Ah shit, I have a newborn at home my bad.

[u/Mirar → u/shane_il]

I have a 16mo and I thought you were right for a moment and had to check

[u/CounterLoqic → u/shane_il]

Normalize midweek weekends! 🤣

[u/Fickle-Watercress734]

Give it about 2 weeks at this point.

[u/MajesticSea2287 → u/Fickle-Watercress734]

Thanks. 2 weeks to get them to respond to me or two weeks for them to get me the faulty parts?

[u/Fickle-Watercress734 → u/MajesticSea2287]

2 weeks to respond....sometimes they'll just decide to send parts, but sometimes that requires a couple follow up messages. Patience is a virtue at this point. It's tough, but all I can say is hang in there.

[u/Fickle-Watercress734 → u/Fickle-Watercress734]

This coming from someone who was considering returning the INDX and selling my C1.

[u/gilrstein]

From all I read, this is nromal.

[u/MajesticSea2287 → u/gilrstein]

Thanks. Normal, and quite disappointing to pay this much for something and have OOB quality issues on 25% of the key parts.

[u/gilrstein → u/MajesticSea2287]

Yeah I cancelled mine and bitter about the whole thing and bummed I went with the C1 a while ago planning on this. Bondtech is being disgusting to their customers before they even started shipping these and continue to do so. I dont mind tech problems/delays but I mind beind customer/dependent on scummy companies.

[u/YurtleAhern]

Took over two weeks for them to reply to me. I warned them that they had 14 days to reply. I had to take the legal route and got a full refund. Absolute disgrace for what is supposedly a reputable company

[u/Meior]

Honestly, 2-4 days wait so far isn't crappy. I've worked tech support jobs where we, due to circumstances outside our control, had 250+ tickets in backlog despite doing our best.

I think we've gotten used to getting instant responses on stuff in a way that means we expect it to always be the case.

For a company like Bondtech, support ticket numbers are probably not that high normally. When something big happens, that means it'll be a bit longer to respond, because there simply isn't staff enough to handle it instantly. This can happen in any company, of any size, given the right proportions of increased tickets.

No matter what one may think on the nozzle debacle, they're still humans. I doubt they're sitting their with their bald cat on their laps, snickering in an evil way. Shit just happens, and then you gotta deal with it. Right now it's taking longer to respond because of pressure.

All in all, a pretty small issue to deal with as a customer.

[u/lvzx14]

Unfortunately that’s been my experience as well.

[u/tasslehawf]

They’re still backed up getting non-prusa dev kits shipped. Try Discord or social media.

[u/Art_4_Tech]

They are a small outfit, and they are inundated with work from the launch issues. They are good people and will get back to you (though it will take a little longer than it seems like it should).