In order for us to provide the best possible service and resolve cases in a fast and easy way, it is important that the following instructions are followed. Cases without relevant description lead to extended response times.
Can I correct the error myself, what is my responsibility?
In the case of 3D printers, it is not always obvious that it is a malfunction of the machine. It is important that the operator performs basic preventive maintenance at regular intervals to minimize problems and downtime.
It is the operator's responsibility to ensure that this is done in a timely and correct manner. Be sure to review the list before creating a case in our helpdesk.
The following are examples of common maintenance issues that the operator needs to be responsible for:
- Make sure the print media fits the printer and settings
- The print material flows freely without obstacles
- The 3D print tip is kept clean from dust and dirt that can block the flow
- The building plate is calibrated and free of dirt and grease
Identification of the product
For handling cases, we need to have the product serial number, regardless of hardware or software. Enter serial number in case registration, including product version and model. It speeds up the process and reduces the chance of any misunderstandings.
For the best possible assessment of the nature of the error, followed by appropriate action proposals, it is important that we get as comprehensive a description of the error as possible.
The more information we get the faster we will be able to solve your case. Therefore, please attach photos, screenshots and videos to show what the case is about. General and information-neutral error description such as "Printer does not work, what should I do?" Does not help us or you in the long run. We therefore usually request to provide all possible information before creating a case. It usually leads us to solve the problem with only one quick answer.
Avoid attaching larger files than 8 MB by email. For larger files, we recommend file sharing services such as Dropbox or WeTransfer. To send many screenshots, we recommend Flickr.
All repairs and all hardware services are at our headquarters in Halmstad, where we have competent and experienced staff in well-equipped facilities. In addition to warranty matters and measures included in service agreements, we also perform paid service as well as maintenance and repairs. This also applies to products not purchased from creativetools.se or flashforge-eu.com. We have no "on-site service". If you need any on-site consultation and service, please contact us at firstname.lastname@example.org for more information.
Checklist for submission of 3D printers
Before a decision is taken if the product is to be submitted for action, the customer shall review this checklist and confirm that it has been made. The checklist is similar to the basic preventive maintenance process. It is very important that you go through the list properly. If inadequate or none of the list items have been completed before the product is submitted, we will contact you for an individual assessment of any service costs.
Unable to service your 3D printer?
If time is scarce for you and you can not do service for your machine, our service technicians can do it for you. Contact email@example.com for more information and get a quote.