Just wanted to share my experience and hopefully get some help from support.
In my original shipment, I was missing a Y-axis motor mount and instead received an extra X-axis motor mount. I contacted support about it, explained the issue, and they sent out a replacement.
The replacement package arrived today… and it’s another X-axis motor mount again.
At this point this issue has already delayed my build by almost 2 weeks, which is pretty frustrating considering this is a $4,000+ machine. I understand mistakes happen, but sending the wrong part twice for a pretty clearly documented issue is concerning.
I’ve attached photos showing:
Tagging @CustomerSupportRep — can someone please help make sure the correct part is sent this time? Is there any way to expedite shipping so I can receive it by Saturday?
Several Langmuir employees are very active on here and are always quick to help.
Guys like Johnny over there and I have had lots of talks about anything CNC plasma related.
Recently my interactions have been with @langmuir-sam and they’ve all been positive as well with him (regarding my Titan).
There does seem to be a “process” now to get things checked off it seems before they’re sent out as warranty/replacement; hopefully you get your parts sooner.
Apologies about this, while it’s not an excuse as we should get this right the first time, this is a typical thing that gets mixed up with new hires. If you reach out through email at support@langmuirsystems.com and then in the subject put ATTN: Zach H it should go through to my queue and I can personally ship the item so the mix-up doesn’t happen again. You can also reach me through direct messages on the forum as well.
Thank you,
Zachary H
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Apologies, looks like @Langmuir-Johnny has already taken care of this earlier this morning and it should already be in FedEx’s hands.
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