Robin

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Robin
@Robin3D
Member since

August 2014

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3D Printing Expert Lead at 3D Hubs

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1 year 3 months ago - Commented on FDM Hubs, I need your input

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Hey guys!

  

Thank you for all the responses with 48 hours after placing the thread! Already some really good insights on what you think are the main causes of any issues customers have with the prints they receive.

 

First of all I will elaborate on my sentence that stated: “in quite a few cases we did objectively see good reasons for these objections.” I left this quite vague on purpose to see what you guys would think are the main things that should be in the guidelines for FDM printing. We noticed that only a small portion of the orders with complaints had to do with the fact that the expectations of the customer were unrealistic. Most of the customers had a legitimate complaint on how the final print turned out.

 

We had a look at the orders where customers indicated they were not happy with the prints and by judging the pictures posted on the order pages we noticed the following recurring issues:

 

Surface quality, dimensional accuracy, warping and poor support removal.

 

Some first thoughts on what topics should be part of the possible guidelines, please note this is all very much up to debate and the whole reason why I made this Talk thread to begin with.

  

  • Surface quality: This one is a bit tricky but very important when talking about FDM quality. Obviously, the customer should be expecting visible layers in FDM printing but what about layer consistency, the look of parts that have 45 degree angles. The fact that some printers are able to print more consistently than others and some will leave marks where others are able to print a very smooth surface.

 

  • Dimensional accuracy: This was another one of the issues that came out of our analysis. Quite a few customers were not satisfied with the dimensional accuracy on the prints they received. How can we prevent this from happening in the future and what is a reasonable percentage the final print is allowed to deviate from the design?

 

  • Support & Support Removal: I already picked up from the comments in this thread that you guys definitely understand the issues with automatic support calculation (although we do have a dedicated team looking into ways we can improve this). For now we cannot calculate support material on FDM prints and we will have to rely on our Hubs to add these costs during the order process. I would like to propose to make it standard that every Hub that adds support material to orders also includes removal of supports in the pricing.

 

  • Communication: As a couple of your already pointed out, a large factor that contributes to the success of an order is good communication between Hub and customer to set the right expectations on what the final result should look like. When handling orders, make sure that you and your customer are on the same page before starting the print.
    When the print it finished, it can be highly valuable and time saving to place photographs of the print on the order page so your customer can have a look before shipping the parts.

 

@Lembach3D, I’m not the best writer so I don’t think I’m quite ready to start writing a book about FDM printing but who knows, maybe somewhere in the future ;) But I get your point, FDM printing is complex and is best discussed on the order page but still I feel that some guidelines will definitely be helpful for both Hubs and their customers

 @Perry_1, Interesting thought to see if there is a ratio between the amount of communication on the order page and the chance of the order going into the Dispute state. 

@Enza3D, I completely agree with the fact that we could give a heads-up that additional costs might be added to the order for support material because 3D Hubs cannot calculate this upfront. I’ll communicate this to our product team to see if this can be added.

Thanks again guys, I look forward to continuing the discussion.

Best,
Robin - 3D Hubs

 

1 year 3 months ago - Posted a new Thread

Through 3D Hubs, Hubs are printing thousands of FDM orders for customers every month. Over 95% of all the orders are processed without any issues and the customers are very happy with the quality of the parts they received. On some of the orders however, customer’s indicate that they are not happy with the order, we wanted to find out what the reasons for this was.

1 year 5 months ago - Commented on where to add pics of printed marvin

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Hi i3Dminds,

On your Marvin review order page there is a button that says "+ Add Attachments". You can use this button to add images of your Marvin to your review and one my my colleagues will review your work.

Best,
Robin - 3D Hubs

1 year 5 months ago - Commented on Cancel Order

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Hi Birdaogwra,

Robin from 3D Hubs customer support here. If you would ever like to cancel your order, please contact 3D Hubs support through the Help Center on the right hand side of the order page and send us a message. We will get back to you within a day to resolve your issue.

I see you have multiple orders ongoing at the moment please use the before mentioned way of contacting us and one of my colleagues will get back to you.

Best,
Robin - 3D Hubs

1 year 6 months ago - Commented on New to the community

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Hey @prisoner451

That looks like an awesome project and in the made section of the Thingiverse page I can see some really nice paint jobs as well! Looks like the model has already been optimised for printing and it looks just about ready to go.

Best,
Robin - 3D Hubs

1 year 6 months ago - Commented on Removal of support material for client print

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Hi 3rDgeneneration,

 

First of all, welcome to 3D Hubs! To answer your question, at the moment there are no strict rules regarding the finishing of 3D printed parts for customer as the Hubs have always been completely free in the way they conduct their business. Some Hubs set a price that includes the removal of supports, others ask their customers whether or not they would like to have the supports removed and sometimes charge an additional fee.

 

I will say this though, in the two years that I've been with 3D Hubs I've seen a lot of orders come by and I would actually highly advise against charging customers an additional fee for support removal after they already send in an order. Having to add additional material costs to be able to print the supports is one thing, but to charge for removal as well often results in the cancellation of an order.

 

This actually brings me to another topic that I'd like to ask your fellow Hubs when they read this. Would you guys be interested in more general guidelines regarding running your own Hub or would you rather leave it as is and have every Hub set their own way of working?

 

As you can imagine, customers would like the quote on the order 3D Print page to be as close to the final quote as possible so I would recommend that you set your own material and startup prices in such a way that additional services are already included.

 

I hope this was helpful.

 

Best,
Robin - 3D Hubs

1 year 6 months ago - Commented on Warrior 3d print

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Awesome print, yet again! I always love seeing new prints from the Solus, great models as well @Monger!!

1 year 7 months ago - Posted a new Thread

Hiya Oklahoma Hubs!   I have a potential customer here who would like to replicate a small sandstone figure so I'm looking for a Hub who has the ability to 3D scanning next to normal 3D printing. When looking for Hubs I didn't find a single Hub in the area so I would like to check if some of you perhaps do offer this service but never indicated this on your Hub dashboards.  

1 year 7 months ago - Commented on Question from a beginner: is my drawing ready to be printed?

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Hi @MarcoLeoncino,

Thank you for your question, from what I can see these two models are perfectly printable! If you export these models as .STL and upload them to www.3dhubs.com/3dprint they will automatically be checked again while being uploaded.

Best,
Robin - 3D Hubs

1 year 7 months ago - Commented on Overlapping objects, when printed is the overlapping area height a sum or just that of the thicker object (yes, I'm a newbie)

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Hi @svenprin1,

Thank you for your question, could you possibly provide a screenshot of the object you're referring to? My first guess would be that that the overlapping area is simply absorbed by the thicker/taller object.

Best,
Robin - 3D Hubs

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