Benny

Benny's picture
Benny
@BennyHeretoHelp
Member since

May 2016

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Posts
22
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#406
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#5653
About

Customer Support agent for 3D Hubs.

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1 year 2 months ago - Started following

1 year 2 months ago - Started following

1 year 8 months ago - Commented on Will my adress show when I pay by credit card

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Hi Josée,

 

Our payment platform is secure and will not provide your address when paying, as JMO mentioned already, only when requiring the print to be shipped to you, will your address be displayed, and only for the Hub that you are printing at.

 

Hope to have informed you sufficiently, please let me know if you have any further questions.

 

Best, 

Benny - 3D Hubs Customer Support Agent

1 year 8 months ago - Commented on Hub currently not open for orders. please come back later

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Hi,

 

I have taken a look at your Hub page as well as your Hub dashboard and I don't see any mention of your Hub being offline. Might I enquire where you saw this, and if it is still an ongoing issue for you?

 

Best,

Benny - 3D Hubs Customer Support Agent 

1 year 8 months ago - Commented on Customers can place multiple models in a "single" .stl file

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Hi Grant,

 

I don't quite follow what the loophole is here. A customer can already upload multiple models to an order, and therefore only paying the start up costs once for the entire order of multiple parts. This is working as intended. The quote will be correct for the models, because we calculate on sliced volume, and the price of the combined model, will simply be the same as the price of all the individual models. 

 

As a matter of fact, a lot of Hubs already do what this customer has done. To maximise their build volume, they print multiple things at the same time, whether they are personal projects, or printing different orders at the same time. Lots of Hubs, when faced with an order of a ton of different, small parts, will combine them themselves in order to maximise their printing potential, and save on time. 

 

I genuinely believe that your customer was merely trying to be efficient, or perhaps do some of your prep work for you. If you could please elaborate what part of the customer handling his printing this way is unfair or exploiting the system, then I will raise the issue with my superiors.

 

Thank you.

 

Best,

Benny - 3D Hubs Customer Support Agent

1 year 8 months ago - Commented on Natural PLA filament stuck.

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Hi Christian,

 

Please let us know what printer you are working with, so I can make sure your post is appropriately forwarded to all the right people that might be able to offer you some assistance.

 

Thank you.

 

Best, 

Benny

1 year 8 months ago - Commented on Punished for giving refunds?

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Hi Jonah,

 

I'm sorry for your frustration with our refund system in place. Allow me to clear some things up so that they make more sense.

 

The reason your printer was taken offline is most likely because the reason for the cancellation/refund request was that your printer was unable to handle the print and was marked as 'unavailable' as reason for the cancellation. Your printer would not always be taken offline when cancelling and refunding orders, it's highly dependent on the reason of cancelling.

 

As I mentioned in our previous correspondence via E-mail, all full refunds are automatically cancellations on the 3D Hubs platform because of the way our internal payout system works. Only way to turn them into completed orders instead, is only offering a partial refund to the customer.

 

Hope that has cleared some more things up for you, and for whoever else is curious about these matters. Please do let me know if there is anything else that I can clear up.

 

Thank you.

 

Best,

Benny

1 year 8 months ago - Commented on Underage Hub?

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Hi Miles,

 

I am afraid it is not possible to start up a Hub under the legal working age. Our Terms of Service, more specifically section 4, is quite clear on this.

 

- 4.1. The Services offered by 3D Hubs are available only to individuals who are 18 years or older who can form legally binding contracts under applicable       law and who have registered as a User on the Website by creating a 3D Hubs account

 

However you can follow Ebam's advice, and get assistance from a parent or guardian to create and run a Hub on our platform!

 

Hope that has informed you enough, if you have any further questions please don't hesitate to ask.

 

Thank you.

 

Best, 

Benny

 

1 year 8 months ago - Commented on PRINT REVIEW SECTION PROBLEM

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Hi Telas,

 

Thank you for reaching out. I have taken a look at your Hub and see that you still have an active test order, which is why you cannot start a new test order at this time. Please wait for the 3D Hubs admin to have a look at your test order, who will then get back to you on the order page.

 

Hope to have informed you sufficiently. Please let me know if you require any further assistance.

 

Thank you,

 

Best,

Benny

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