I’ve tried to print a customer’s files a few times and it keeps failing. What do I do in this situation? 3dhubs support is basically unresponsive. I tried adding the customer support rep (“Alex”) to the the job comments and emailed him directly and it’s been 3 full days with no response or acknowledgement whatsoever. I’m a little dismayed and not sure I should keep using this service as it seems there is no support available for these sorts of issues.
The basic question is what do I do? I’m loathe to keep trying (already tried 3 times) and the print keeps failing.
3 Likes
I think the most important thing to do is to let the client know you won’t manage to print it. Then you need to wait for 3D Hubs to cancel the order and let another hub do it.
Sorry that they’re taking so long to respond. I usually get a response on the same day, maybe Alex is sick and they don’t have a system that gives the responsibility to someone else? Regardless, they should do something about this!
In the meantime, what’s the problem with your prints, maybe we can help you print successfully.
Aaron
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@Robin3D @Daan_3D can you please help @HongyunArt with his order? Thanks
Hi Hongyun,
Is there anything I can help you with? I’ve looked up your Hub and your list of orders.
Did you refer to the order where you had to print the “prototype1.stl” model?
Alex posted a comment on the order page today and I can see the order is already cancelled and a refund is made for the payment. I’m sorry to hear he missed your direct message.
Can I still help you with some advise for printing this specific model?
I’ve looked at the file and it’s quite difficult to print the curved surface thin enough to be flexible but strong when compressed.
If you have any further questions please do let us know.
Cheers,
Daan - 3D Hubs
Left
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Did you check the model for errors ?
I suggest you look for a reason why the print is failing, so the client can look for a solution.
Thanks for the response! The issue is that there is a thin wavy portion that floats above the surface that needs a lot of support. The printer had a lot of trouble with this. I’m gonna try to print a small version today to see if I can figure out what’s happening.
Let me see the file thanks. We might need to be able to print and import into Simplify3d and try to manipulate the supports
fmotta
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The definition of “failed print” is too vague to diagnose. Maybe provide something like how it fails and more information can be forthcoming.
I see that the order was cancelled - I’m not quite sure what that means. I mean I did try to print the item 3 times (about 12 hr print time) and spent time on working on trying to figure out the supports. At this point it doesn’t seem fair that I don’t get paid. If this is the case then what’s the point of taking jobs? I’d end up spending a bit of my own time, hours of machine time, some material cost as well only to get nothing. It seems like the system is rigged against the hubs and in the favor of the person submitting difficult to print files.
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The supports get warped when I try to print it. I’ve tried beefing up the supports but that didn’t help. Basically the printer has a lot of trouble with this design. I’ve printed lots of objects that require supports but the printer has problems with this particular design for some reasons.
Hi, I’m not sure I’m allowed to do this. At any rate, the order has been cancelled. Moving on to my next order. Thx anyway!
I would just contact the customer and let them know that you are having trouble and working on it.
Scale it down and do some practice prints. Warping is usually caused by z height, cooling fan or bad bed prep for me.
I also spent some time learning simplify3d’s manual support creation and removal and not count on the automatic support creation.
Good luck!
