Dead out of the box
UPDATE: I was contacted by the customer service Alice after the incident. She was very very helpful and immediately sent me a replacement for the controller unit and x-axis module. It was shipped from China so it took a bit for it to deliver but all went through just over a week. After installing the new x-axis module and the new control unit the machine was working flawlessly. Other than the issue that I had, the build quality is amazing and the machine looks beautiful. They thought of everything. The only small material issue is that the enclosure vinyl plastic becomes charged with static electricity and is a dust magnet. It absorbes all of the saw dust from CNC and is hard to clean as they get stuck to it. But it's nothing major, maybe they can think of a new material in the next versions that does not have this issue. After this experience, I give Snapmaker customer service 5 stars. I change my ranking to 4 overall due to the machine being malfunctional out of the box and have to wait longer to receive replacements. Looking forward to making amazing things with my new Snapmaker Artisan! Original Post from June 8, 2024: I purchased the Snapmaker Artisan 3-in-1 printer/laser/CNC unit with the enclosure a few days ago. They shipped it from a local Los Angeles warehouse the same night and I recieved it 2 days later. So far very quick process! Then I spent one and a half days to assemble the device and the enclosure using the step by step video instruction provided and upon turning the switch on (which was the last step) I realized its not working. I figured the main controller unit arrived dead out of the box. Also when insalling I found that one of the X axis screw holes that takes a shorter screw skips treads and the screw does not tighten. Contacted customer support via email (only way to get a hold of them) and received an automated message that they are not available until June 11th due to "Dragon Festival" which I suppose is a Chinese holiday. Not a single US phone number to contact for support. However, I received a reply on the following night asking me to remove the main unit's LCD display by opening the factory sealed main controller and "checking the voltages connecting to it with a volt-meter" and email back the results to get further support. First of all, I may not be good in electronics and not have a volt meter at home, secondly, I do not feel comfortable breaking the factory seal of a brand new expensive $2500 machine that I purchased, thirdly, if a part is dead out of box, a replacement of at least the modular part should be sent to the customer with a request to send back the broken piece instead of asking the customer to act as a repair guy and open the unit and check voltages. Snapmaker, has a great social media advertisement campaign. Of the bat, for the first experience since recieving the unit I do not see the fraction of that advertisement quality in customer service. I expect a faster response time, at least a US phone support with US local times for support, instead of emailing back an forth with mainland China standard time of operations. I didn't pay $2500 to receive a dead device that needs to be opened and repaired right out of package. And for the lose screw they requested a video which I sent back to them. I am still pending reply from the customer support regarding those two issues and having a dead machine which I spent a whole day and a half assembling sitting in my room. I will update this review if I get more response or get a better customer support. But so far very disappointed with this experience and one star will be too much for it.