Robin

Robin's picture
Robin
@Robin3D
Member since

August 2014

12
Posts
#71
133
Comments
#39
147
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#23
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3D Printing Expert Lead at 3D Hubs

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10 months 2 weeks ago - Started following

11 months 6 days ago - Started following

11 months 1 week ago - Commented on Initial Rating? WTF?

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Hi Bernhard,

 

No problem at all, I can clearly see your communication skills are just fine, I've updated your review.

 

Best,

Robin - 3D Hubs

11 months 2 weeks ago - Commented on Marvin reviewed but "Complete print quality review" is not checked

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Hi @Titoftit

 

My apologies, after your review I still had to mark the order as completed which I forgot to do. You're fully verified now.

 

Best,

Robin - 3D Hubs

12 months 3 days ago - Commented on Initial Rating? WTF?

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Hi @redbear, we treat all Marvin reviews the same and in the first line of the customer's description of this test order we ask you to treat it as a real order. That's why we expect new Hubs to communicate as if they were handling a real order, and most Hubs do. Otherwise we have no way of rating communication on the order.

 

If you're interested in improving this score, please send me a message at support+robin@3dhubs.com.

 

Best,

Robin - 3D Hubs

1 year 3 weeks ago - Commented on How is 3dhubs earning their comission?

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Hi @LeiShen

 

 

Robin from 3D Hubs customer support here. Please allow me to address your issues one by one:

 

 

1. We use the same SMS notification system for the entire world and if are only receiving some of the text messages, I'm afraid this is most likely due to the fact that you are located in China.
2. I just double checked an your Hub is correctly listed as the number one in Shanghai, China. My apologies for the fact that it took some time to resolve your issue.
3. Seeing as this issue is already resolved, I'm not sure if I have much to add here.
4. Could you send us screenshots regarding this issue? We were unable reproduce this error I'm afraid. Can I also ask which OS and browser you are using? My gut feeling is that this issue is most likely caused by your language setting.
5. It's true that we do not check every customer before they send in an order to a Hub. For 99% of the customers, they will find a local solution and I'm afraid that your customer from Canada missed the fact that you are located in China. We will contact you to see if we can compensate you for the work on this order and see how we can prevent this from happening in the future.
5a. 3D scanning is outside of our main focus but we do have the filter that allows customers to only search for Hubs that also offer scanning. It's possible that you get requests like these, I'm afraid you'll simply have to reject their request.
6. In some cases, customers forget about an order and do not pick up the part. In these cases we send out an extra e-mail to the customer with a final attempt to reach them. In the meantime, we ask Hubs to put pictures of the order on the order page to prove the order has indeed been printed and then we manually set the order to completed so the Hub is paid out for their work. In this case it's the customer's responsibility to pick up the prints or not. 

 

I'm sorry to hear you've had a poor experience with 3D Hubs. Please allow me to elaborate on why what we do with the commission we ask on every 3D Hubs order. We continuously work to improve the website's functionality, add new feature's and we listen to what both our Hubs and their customers are looking for. We handle all support requests within 1 working day, usually within 4 hours.

 

We run extensive ad campaigns to bring awareness of local 3D printing options, drawing in new customers for our Hubs. We work on content creation to educate customers on the possibilities of 3D printing through the What Is 3D Printing Page and our new Knowledge Base. We release monthly trend reports, organise 3D printing events and publish our yearly Best Printer Buyers Guide.

 

We offer a direct quoting system that allows customers to quickly get an impression of how much the printing of their objects will costs in all the different materials and 3D printing technologies available in the world and we maintain both the printer and materials page to be as up to date with the newest developments as possible.

 

Finally we have an R&D department working on improved printability detection to make the handling of orders easier for Hubs and improve the experience for their customers.

 

Please let me know if you have any further questions, I'll be more then happy to address any you might still have.

 

Best,
Robin - 3D Hubs

1 year 1 month ago - Commented on Feedback request for upcoming FDM Quality Guidelines

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Hi @PlastiPrint3D,

It is indeed a simple idea to make the guidelines optional but the problem is that it would prevent us from solving the problem we are trying to tackle. We're trying to align expectations of both you as a Hub, and your customer, who often will be completely new to 3D printing and is only used to seeing injection moulded parts.

If you cannot meet the guidelines for whatever reason, please discuss this with your customer and align his/her expectations. Communication is really the main message here, we are not trying to make the lives of our Hubs more difficult. We want to make sure that all customers are aware of what they can expect from the 3D print that they order.

You can deviate from any part of the guidelines as long as you clearly communicate this to your customer and they agree with the change. 

I hope this makes sense,

Best,
Robin - 3D Hubs
 

1 year 1 month ago - Commented on Feedback request for upcoming FDM Quality Guidelines

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Hi @Sean_Houlihane,

 

Thank you for your response. Please understand that we don't want to block you from anything. If you receive a model like the one in the Thingiverse link and you can only deliver it "untidy", simply discuss this with your customer in the order comments. If he/she agrees, this completely fine. 

We just don't want the situation to arise that for you, it is very obvious that you can't print this part very cleanly but the customer is not aware of this and is in for an unpleasant surprise if they were never informed of this.

 

" EXCEPTIONS

These guidelines apply to all FDM orders on 3D Hubs and can only be deviated from when specifically discussed and agreed upon between Hub and customer in the comments section on the order page."

 

I hope this makes sense.

Best,
Robin - 3D Hubs

1 year 1 month ago - Commented on Feedback request for upcoming FDM Quality Guidelines

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Hi @Vienna3DPrint,

I understand what you're saying, but please understand, these guidelines are the default for what both parties should expect to deliver and receive. A lot of customers will not think about supports when sending in an order and will definitely not expect to receive a print with supports.

If you have the exception of a customer that does not want the support removed, feel free to deliver the print with supports. As long as it's clearly discussed and agreed upon on the order page, anything goes basically. 

I can't repeat this enough, the guidelines are meant as a tool to align expectations between customer and Hub.

If you have a huge print that requires a lot of support, discuss it with your customer through the order comments. Perhaps they want to do it themselves, or you can charge them an hourly fee for the amount of time it will take you to remove the supports. Or perhaps the order should be printed on an SLS machine instead which doesn't require any supports.

I hope this communicates well that you have the option to deviate from the guidelines as long as your customer is aware and agrees with you.

Best,
Robin - 3D Hubs

1 year 1 month ago - Commented on Feedback request for upcoming FDM Quality Guidelines

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@Perry_1 I hear you, what exactly feel uncomfortable to you? And do you perhaps have an idea how we can tackle this for you?

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