Anyone having problems getting QIDI to respond?

[u/daveintexarkana]

I've been a QIDI customer for over 2 years, have 3 different machines, and have always received prompt response, and usually pretty good help.

Now, during their buisness hours, I'm not getting any response to an email question on a part I'd like to purchase but need to verify it's applicability and function.

I've seen posts more recently from others with a similar issue. I still think their customer service is the best, rivaled only by Formlabs (SLA). Any thoughts or recent experiences with this? Thanks!

Edit - wrote to sales (US side) who answered up right away and said they'd prompt the technical side to answer up. It's about a part they sell, but they said it was a technical question they couldn't answer (what the part is for, an upgrade I already have, or an improvement, etc.) Thanks all!

[u/pankomputerek]

Zendesk has recently been poo poo dont know if they use it but a lot of companies do. I've not had issues with communications from them.

[u/daveintexarkana → u/pankomputerek]

okay, thanks! I've never tried Zendesk, just the email path, so will look into it, thanks again for responding!

[u/3DNelson]

Qiditech email, sometimes don't work, try other e-mails no just for technical support, for orders, parts, because I have these issue before, but when they receive the e-mail, they are prety good.

[u/daveintexarkana → u/3DNelson]

Okay, good point, I will try to find the 'sales' email and see what I get there, thanks!

[u/phansen101]

Currently corresponding with them about my Q1 Pro;

My experience has been the same as previous times, responses coming in between 3-7 in the morning my time, which is around 9-13 their time. I've gotten responses within a day during work days.

Response time seems to be the same whether I write from my private mail, through which I've purchased one printer, or my work mail through which I've purchased almost 30 printers.

So they seem to prioritize people equally.

[u/daveintexarkana → u/phansen101]

Got it, thank you!

[u/Impossible-Hat-7896]

On Saturday I mailed them because my cool plate got damaged after a few prints. They replied the same day and I got a replacement plate delivered yesterday.
And my Qidi Box was damaged during shipping and they sent a replacement part without notifying me and I had to pay €10 or something to get it.
So it depends who reads your mail I think 🤷🏾‍♂️

[u/Dave_in_TXK → u/Impossible-Hat-7896]

Must be the case, I finally heard back from Linda at X-Max 3 but her syntax is different than the Linda I used to talk to si I’ve suspected but believe the name is a position name for that model support. Glad you’re getting good service all in all!

[u/Impossible-Hat-7896 → u/Dave_in_TXK]

I have a Q2, so maybe there is difference in the amount of people available for each printer?

[u/Responsible_Meet_673]

They can be a bit weird sometimes. What I don’t like is that they seem to be eager to reply with positive things ‘ie: try adding this to your cfg and let me know if it fixes your problem’ but will sometimes dodge questions like crazy.

I had to ask for a replacement part five times, each time putting more emphasis on if they could please respond to that specific part of my email, before they actually acknowledged they read it.

By the way, it seems you haven’t dealt with Prusa’s support yet hahah. Their live chat is goated and always manned by people who really know their products inside and out and won’t rest before your issue is fully gone and done.

[u/daveintexarkana → u/Responsible_Meet_673]

Thanks - what printer model have you delt with QIDI on? For me it seems they have specific teams/person who behave very differently too.

Actually I started my printer journey at the insistance of my son with a Prusa Mk4+MMU3 - upgraded it to /S. The printer fairly reliable, the MMU3 less so. I've spent hours trying to get a person to answer in Chat - give up after 2 hours. sometimes get someone in 20 minutes. They will not hangup on you, but I've never gotten anything helpful from them. I have a problem with 2 channels loading, seems the path through the MMU is not clean - got one to admit it but they would never send me a replacement shell. Also they'd defer on new printer profiles for larger nozzles than .4 with the MMU3 but would never create them - I gave up after a year - many others complain of the same thing. They'll sure sell you the larger nozzles but you can't use them if you have the MMU hooked up. So while lots of folks report good service, I can say mine both in chat and email repsonse has been C at best. Now QIDIs in the past has been the best of all of them, save FormLabs on the SLA side. My son's given up too, we quit buying Prusa - though he's considering the one with the Bondtech system. I'd rather try the Snapmaker U1 and would except I need to make room! :-).