Thanks for the reply.
Yes. The misunderstanding on the phone was pretty bad. I had the complete wrong idea?
The main board?
After being on for 10 minutes?
Just as I was trying to update the firmware?
What is the explanation for my problem?
You guys have to be way more precise with the language you use. The impression I got on the phone is that it is a known issue that the firmware update causes problems with the customers in Taiwan. Which I then posted onto kickstarter.
Can’t edit kickstarter posts.
Better make a new update to clear the air.
Again your end users are not always going to be engineers or people who have a lot of experience with this kind of equipment.
A 10 second video is not enough especially when there are 3 or 4 things happening in the video. The video about the first laser test. There are a bunch of things happening. The distance of the workpiece to the laser head? It is controlled by that knob that raises and lowers the whole work area platform but… How would I know that? No one says anything about it in the video. Or that the acrylic (foot/peg) is the measurement for the distance to the top of the workpiece?
The knob to control the raising and lowering of the work area platform is too small. Something bigger that someone can Geta good grip on would be better. Something like they have on CNC or milling machines maybe? I find the knob really hard to use to move the platform.
The paper was inside the small flux branded box inside the Beambox (in the box that was covering the laser head etc.
I soaked my acrylic clear panel in IPA to get the paper off of it. That worked really well actually. Managed to get everything off.
A funnel for the water tank would be nice. I happed to have one in my office.
Do I have to refill the water tank often? Is it for cooling? Is distilled water needed? None of that is written anywhere. The video just has a guy with a PET bottle of water.
The way I have come to understand how to teach people about things that I know a lot about is to have someone who knows nothing about what I am doing come and try my classes. I think you need to do the same thing with your products. Get people who know nothing about the products or process to try to set them up and use them.
- You were late with production. You went silent about the production delays.
- You were late shipping. You were silent about the shipping delays.
So it is very much like the FLUX delta. Same issues, same mistakes, same lack of transparency, same poor customer service.
But you are a good engineering company. Hire someone else to do your customer service work?
I get it. Kickstarter is not the same as normal sales. However. The way you marketed it on Kickstarter was a finished product that was in production. This does not seem to be the reality.
The fact that my unit failed 10 minutes into using it is terrible. I really have no words for that now. I was able to understand it as a firmware update that bricked the machine. The fact now that you say it is a main board issue is very sad. This looks like a quality control issue in the manufacturing process.
Plus you sent me a tracking number on Tuesday at 3pm for the new board. It has not even been picked up from your office yet and it is now 3pm Thursday. Bit of a tease that is. Better not to generate a tracking number until it is closer to shipping I think.
I remain annoyed, angry and disappointed