“This approach to Troubleshooting offers an improved customer experience that [complements] our best-in-class customer support team,” said Gil Maman, Vice President of Customer Advocacy and Business Development. “All told, the new support site reflects MakerBot’s continued commitment to facilitate close relationships with our customers and users by putting their needs first.”
So MakerBot definitely gets points for making every effort to get you through customer service as quickly as possible, but the online support center looks to be comprehensive enough that the need for phone calls should be relatively rare. Once you’re on the Support page, select “troubleshoot,” and then choose the product you’re having issues with from there. The next page will bring up the most common issues with that particular product. For example, if you select the MakerBot Replicator 2, the next page will offer you the following options: electrical, mechanical, setup, extruder, printing, or print quality. Choose one of those, and additional choices will be presented to further narrow down your issue. It’s pretty simple, and there are a lot of instructional videos and documents offered throughout the process. You can play with it a bit even if you’re not having a problem; you may still learn something new.
The new system certainly looks easy to use and efficient; I commend MakerBot for taking the time to make things as easy as possible for frustrated customers. Now if only every company would adopt similar tactics. Discuss this story in the MakerBot Support forum on 3DPB.com.