I received an order request at 12:25am. It is Sunday. I then received an email from 3D Hubs at 4:26am requesting for a response and saying this will improve my hub ranking, implying that it would decrease my hub ranking if I did the opposite, to not respond within 4 hours.
I received these emails at 8:57am, again to reiterate it is Sunday morning. I was not even awake to get the hint from the 3D hubs digital night owls.
My suggestion to 3D hubs.
If an order comes in anytime during “out of hours”, for example let’s assume those hours to be 7pm-7am (but these could be set by each hub individually). Then the response time should increase until at least the next morning around 9-10am or if the order was received at 1am at least give the hub a realistic time respond.
Most customers use 3D hubs because of locality to their nearest hub and most customers are likely to be within the same time zone at worse +/- an hour. Sure, some customers work late and submit orders in the middle of the night, but I doubt they’re expecting to get a response within 4 hours, even if the “auto message” by 3D hubs (that shows as coming from the hub) says:
“Thank you for your order. I will check your requirements and the manufacturability of your designs as soon as possible, on average I get back to customers in X min(s). In case you have additional questions please reply to me here.”
For any orders that are received during “out of hours” an alternative message informing the customer that the hub will respond “in them morning” should be shown.
What does 3D Hubs have to say on this?
I see this as an important and urgent improvement to the platform and one that in theory from a development/technical perspective to be easy to implement as a lot of the code is implemented it’s an adjustment to the current “4 hour” codebase.
The result of this change would greatly improve the experience of the platform for both the customer and the 3D hub.
What do other 3D hubs users think, any improvement/amendments/alternative ideas on this suggestion?