UltiMaker HQ ultimaker.com 55 Water St makerbot.com New York, NY 10041 (347) 334-6800

 

Process for Requesting Support:

The first step in requesting support for any machine or software is to contact the support team. There are three methods to reach out to the support team.

 

Live chat: from the support page, support.ultimaker.com. We recommend using this channel for quick questions, such as order status updates, compatibility inquiries, and documentation requests; however, it is not recommended for troubleshooting.

 

Phone Support: Call (347) 334-6800 to speak directly with an agent. We recommend having the device's serial number available before calling.

The support agent will open a case if troubleshooting is needed, whether the issue is resolved or not, over the phone. If we’re unable to resolve the issue immediately over the phone, the agent will continue working on the problem via the open support ticket.

 

Open a support ticket via the support site: Navigate to support.ultimaker.com, in the top right corner, click “Submit A Request”, and select “Submit A Case” from the drop-down menu. You’ll fill out the case submission form, which provides the agent with the necessary information to start resolving the issue immediately.

It’s helpful to provide pictures, videos, print files, or logs. This helps us understand how the issue is occurring. There’ll be options to provide this information in the case submission form.

This is the recommended method for contacting the support team for troubleshooting.

 

What to expect:

When opening a case, the agent may request additional information or guide the customer through steps to resolve the issue. This may include physically adjusting, removing, or replacing parts and/or subassemblies on the printer.

If an onsite service is needed, our agents will escalate the issue to our technical lead, Ramon Cruz, to handle scheduling the onsite service between the customer and our technicians. He’ll be the point of contact for any questions and will ensure a successful visit. We’ll ensure that any necessary parts arrive before the visit, and the support agent will follow up shortly after the visit to confirm that the issue is fully resolved.