Having problems with K8200 control board and stepper motor drive modules I raised a ‘support ticket’ (support.velleman.eu) as suggested. I entered all my personal info and details about the product problems. I got a message effectively saying that the information was entered successfully but I have had no confirmation email. 2-3days have now passed with still no email update. OK, I thought, I’ll visit the support website again and check the status of the ticket.
To check the status, you need to enter an email and a ticket number. Well, I don’t remember being given a ticket number when the website accepted my original information so I started a ‘new ticket’ but this time looked out for the ticket number. Surprise, surprise, no ticket number was given and again, no confirmation email so how do I know if Velleman are preparing to look into my original problem which is faulty hardware?
Some feedback & instructions of what to do with the faulty hardware would be gratefully received…
The support ticket uses a “firstname_lastname” address, while you subscribed to this forum using a “firstname.lastname” address. Perhaps this is why you are not getting any replies?
I have changed the address and resent the last reply from the support people.
Since raising the support tickets and as instructed I sent two faulty motor drive modules together with the main controller to Velleman on Thursday 15th October 2015. I have not received any acknowledgement that these items have been received by Vellleman and I see the two support tickets have been closed. I would be grateful if someone could provide some feedback please:
1/confirm receipt of these items,
2/confirm that there is something wrong with the items.
3/Indicate when I can expect replacements to arrive?
Sorry to repeat a copy of what was sent last week, but some information would be appreciated.
Since raising the support tickets and as instructed I sent two faulty motor drive modules together with the main controller to Velleman on Thursday 15th October 2015. I have not received any acknowledgement that these items have been received by Vellleman and I see the two support tickets have been closed. I would be grateful if someone could provide some feedback please:
1/confirm receipt of these items,
2/confirm that there is something wrong with the items.
3/Indicate when I can expect replacements to arrive?
Has anyone else experienced long delivery times from Belgium?
OK, controller & motor drivers were sent back to Velleman in approximately mid October, and having heard nothing from them I decided to chase for to feedback:
“According to repair dept, parts have been received and issue has been treated under warranty conditions on 29/10, so they should be on their way back to you. Repair are shipped economy, so there is no tracking info”.
I was told that the issue was fixed under warranty and the parts are on the way back to me. We are now past mid November and still no sign of parts… Has anyone else had similar experience of slow delivery from Belgium???
Receival and replacement of the parts by our support dept. has been performed within reasonable delay.
Please note that once the parts have left our premises, they are in the hands of the postal service, which does not offer tracking.
Keep us informed if they do not arrive within say a week. Please use the ticket system for all further communication regarding this issue, otherwise it is hard to keep track of this issue.
Well another week has past, and still no delivery. I have raised yet another support ticket probably to be told that it is the delivery service’s fault.
I think it is important this this sort of issue should be public as other potential buyers can make in informed decision as to whether this kit is suitable for them. I bought the kit in March from CPC because I don’t have time to make bespoke parts.
During a rather slow build due to having small children. I find parts that are mechanical CNC drilled / laser cut don’t fit and wait two weeks for replacements which are identical and also need modification before they fit. I am now waiting over a month for faulty electronics to be repaired / replaced…
Personally if I thought it was going to take this long I would have looked elsewhere. Come on Velleman this is simply not good enough.
I can now report that having made a fuss, a fedex’d controller complete with 4off new motor drive modules did arrive the following day and I have now completed my first print. Thankyou to the forum for the useful information and Vellmans tech support but I do feel that in this day and age having to acquire replacements for brand new parts and wait more than a week for the replacements to arrive from Belgium has car crashed Vellemans reputation for me.