We at CEL UK are aware that as with any new product, new Robox customers may have teething problems with their unit and therefore need support from our team.
Largely due to the huge excitement and anticipation about the launch of the Robox, we are experiencing a higher volume of sales than we could ever have hoped for.
While this is wonderful news, it does also mean that service enquiries have also risen at a substantial rate.
For some people who have never owned a 3D printer before, simple questions are being raised such as ‘how do I print something?’ or ‘how do I calibrate my machine?’
Others have more complex issues with software or hardware, and these tickets will naturally take longer to respond to.
We are doing everything we can at CEL to make sure our customers are looked after, and our aim is to respond to tickets within one working day. However, this is not currently always possible and if you have waited longer for a response we apologise and ask you to bear with us.
We’re currently training new members of staff, with more due to start in January – pretty soon our service team will have tripled in size to cope with the volume of service enquiries.
For now, we are treating all customers as fairly as possible by only responding to enquiries which come in via our service portal – http://cel-robox.com/support. This IS the fastest way to get a response, and please ONLY LOG ONE TICKET otherwise you are likely to fall to the back of the queue.
In the first instance, please browse our trouble shooting tips on our support portal, as you may find your question is easily answered without any interaction with our team.
If you are unable to find answers, please log one ticket with as much information as possible. Tell us who you are, where you bought your Robox, exactly what the problem seems to be, and accompany with photographs if you can.
During the Christmas period delays may be slightly longer than usual – please be mindful that even CEL staff deserve a little holiday every now and then; our families haven’t seen us for quite some time so we need to remind them who we are!
Our goal for 2015 is to have a slick, quick support system in place; in the meantime we are grateful for your patience and understanding.
Finally, a huge thank you to all of you who have invested in the Robox.