Customer Service is Dead

Updated on February 25, 2021 in Reviews & Experiences
12 on October 8, 2018

A rich user community is essential to any new tech product, yet Uniz appears to build tempermental, poorly documented machines which have only support through the community forum.  Contrast this with my firewall, Cujo.  Within 15 minutes of setting up the device (using their easy to follow instructions) they called me to ask if I had any questions and to assure me that the device was up and working properly.  I have probably sold another 10 Cujos through my personal recommendations.

When asked about my brand new Slash OL, the story will be sadly the exact opposite.

 
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1 on October 9, 2018

Noted, we will try our best. 

on November 14, 2018

You guys need to “try” harder, because your “best” has proven to be based on an extremely low bar. Scratch that… stop “trying” and start “DOING!!!”

 

There are a plethora of issues with the new machines you are shipping out, and your support is awful. Treating your customers like idiots who are just bothering you will get you nowhere. The feedback you are receiving from us needs to be much more thoroughly considered and taken into account when building new machines and applying fixes to already shipped machines.

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2 on October 9, 2018

How about setting up a manned 800 number so users can call you?

Ditto for the chat?  It seems manned intermittently, but if there’s nobody there, it shouldn’t be available as an icon.

 

 

on November 12, 2018

Sadly, I have to agree.

As currently designed, built, documented and supported, there is no way this product will be a useful printer for the vast bulk of people that buy it, and that will not bode well for Uniz.  Considering Uniz has a captive audience for resin, and other consumables – all at what appears to be impressive margins, they should be able to get the “razor” right so they can sell lots of blades.

Uniz made some big promises on Kickstarter, but given the complex operating procedures of these machines (these are design issues IMO), the scattered, inconsistent documentation and absence of meaningful support, I can’t see how sales will grow or even continue.  I’ve only had the machine for 2 days and I’m already regretting my purchase; pretty sure this was a colossal waste of money and now time.

So how about it Uniz?  Do you want to sell lots of consumables like resin and tanks?  If yes,  you need to step up and provide the support and documentation to make your backers and users successful – because right now I’ve got a high tech $1500 boat anchor, and that isn’t something I’d recommend to anyone . . .

on November 14, 2018

100% agreed!

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1 on November 14, 2018

We are keeping on continuously improvement for our products, documentations and services. We take care every complains from our customers. You can see we add unboxing and maintenance procedure on website. We also will upload more instruction videos in the future. The new software and firmware are released monthly. The forum is improved. Yes, we are doing this. Thanks for your patience. Appreciate your complains as well, because that means you really care about our products and want it better. We will try our best to provide better products and services. Please wait and see.

on December 15, 2018

How about you actually deliver the product for starters! Apparently my printer was lost in transit which UPS have acknowledged but no one is giving me a refund! I am just getting ignored. This is ridiculous – I suppose I will have to take out a lawsuit to get my money back. Disgusting service!

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1 on November 16, 2018

Hanson,

Thanks for at least responding, though it is pathetic that the first post was on Oct 8, and the first response by Uniz was Nov 13 – that is more than a MONTH to respond . . .

You can make all the videos and instructions you want, but the point here is, what you are shipping: hardware/software/firmware/consumables and service, are not to the point where you should be shipping them as anything other than Alpha level products.

Nothing I have received from UNIZ works.  I’ve yet to make a successful print.  The software is buggy, doesn’t work as it should and crashes.  Support as has been mentioned is woefully inadequate.

Uniz should offer refunds to any backer that wants one because this product is not what was advertised on Kickstarter and I do not see any clear path to EVER getting any value out of my purchase.  Quite candidly, this is the worst crowdsourced product I have ever purchased.

on November 16, 2018

I could not agree more…

 

This machine is far from a finished product, and should not have been released until it is actually ready for prime time. What we received is not what the Kickstarter campaign promised, and now UNIZ has set itself up for a large number of very disappointed customers.

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1 on December 17, 2018

In the 3D Printer world and KS purchasing it must be understood that a KS reward is for supporting a company start and not necessarily a purchase of a finished product. HOWEVER, these rewards, while half-baked, are typically to some degree OPEN SOURCE and those with the rewards typically fix, tune and upgrade as further support to the kickstarted company. As such the company MUST cooperate 100% with the community or the community rejects them and they fail. That is what crowd funding is meant to be… NOT a free marketing and sales resource to incompetent, greedy people.

UNIZ does not understand any of this.  They used KS multiple times yet they soak their customers with closed source pricing, bait and switch tactics and not even half baked products in terms of DESIGN not production!

They cannot have it both ways. Either Uniz is open about what they have shipped and willing to UNHOBBLE the resolution, provide access to the code in the SD card, listen to design issues and upgrade accordingly or they will simply fail and LOSE FACE!

Looking for a 3d Printer for your jewelry or dental business? or conversely, looking for a hobby machine that you can tweak, upgrade and tune?

STAY AWAY FROM UNIZ!

on May 5, 2019

Have to agree, the Slash has great promise on paper, but Uniz has delivered a 1/2 baked product at best and they have locked it down so that it can not be made to work by the end users and Uniz is completely pathetically incapable of supporting the machine or its users.

I’ve purchased other printers and or KS products, and have to agree with Andy, Uniz just doesn’t get it, and, they also don’t care.

I’d sell mine on eBay or something, but unless the user already knew how bad Uniz was, I would feel I was ripping them off.  Really disappointed in Uniz, a lot of talk, no action.

Terrible company, terrible (non-existent) support, total waste of time and money.  Will never buy from or recommend Uniz.

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0 on February 25, 2021

I bought with enthusiasm a Slash C last Chritmas directly from Uniz. 3 Months later I got a parcel with a huge and good packed printer. But unfortunately the resin VAT had a broken FEP film. I contacted the support but as you all already experienced the support is really bad. First they said that the replacement VAT has to wait for testing and then after a while they promised to send out one if I coud supply my Tax number and stuff. But as a private customer I don’t have any. They continued to ask for numers until I decided to invest my time in posting bad reviews on the printer rather than writing daily emails. After 2 months I still don’t have a VAT, a new printer is not usable. What a pitty.

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