【Repair Service】Ultimaker 3D Printer Repair Application Process
3DMART is the exclusive distributor of Ultimaker 3D printers in Taiwan. All new Ultimaker 3D printers come with a one-year warranty and comprehensive after-sales service. For non-human damage under normal use (damage caused by natural disasters, earthquakes, floods, lightning, fire, moisture, and other force majeure factors are not covered by this warranty), there are no inspection fees or round-trip shipping costs (consumable costs, such as nozzle replacement, are extra). We will use professional equipment approved by the original manufacturer for inspection and repair, and arrange for a driver to return the item to you.
．Repair Process Explanation:
I. Simple Online Application
1. Go to the "Technical Support" page on the 3DMART official website: "Technical Support".
2. Fill out the simple repair form. After the engineer receives the application in the system, they will contact you within one business day.
3. To speed up the engineer's assessment and processing, please include the following information in the repair application form, and you can directly upload files:
a. The product you purchased
b. Product model
c. Upload photos and describe the problem in detail (detailed description, photos, or videos)
II. Remote Troubleshooting
After the engineer's assessment, if the issue can be resolved remotely, the engineer will do their best to assist you with the operation, without the need to return the 3D printer to 3DMART headquarters.
III. Free Pickup of Repair Items
1. If the problem cannot be resolved remotely, the engineer will confirm the repair arrangements with you and pick up the machine at your designated location, or you can deliver it to 3DMART. During the warranty period, shipping for repairs sent in original packaging is free.
2. For 3D printers sent for repair, it is essential to use the complete original packaging (outer box, protective foam, etc.) and include all original accessories (e.g., power supply, SD card, cables, materials used at the time of printing, etc.) to avoid any omissions during repair.
※Note: If a 3D printer is sent for repair without its original packaging, you will need to arrange for a driver to return it or personally deliver it to 3DMART. Damage caused during transportation is not covered by the warranty, so please be sure to properly keep the complete original packaging.
IV. Technician Inspection
1. Repair items will be processed with professional equipment approved by the original manufacturer and inspected by engineers according to the case schedule.
2. After inspection by the engineer, general malfunctions not caused by human error will be repaired free of charge (consumable items such as nozzle replacement will incur separate fees); if the machine malfunctions due to human error (e.g., self-disassembly of the machine, use of improper materials, placement in unsuitable locations, shipping damage due to non-original packaging, etc.), a fee for replacement parts will be charged based on the damaged components.
※Note: After confirming the repair scope and related payments, processing will commence upon full payment of the repair costs.
V. Repair Completion
If the product is still within the warranty period, after the repair is completed, we will arrange for a driver to return the product to your designated location free of charge; if the warranty period has expired, or the original packaging is lost, you will need to arrange for shipping or pickup yourself. Please test the product within seven days of repair completion to protect your rights.
Others, On-site Inspection
During the warranty period, free pickup, delivery, and inspection services are included; if additional on-site inspection is required, an engineer dispatch fee starting from NT$5,000 will be charged each time. Since all repair equipment and parts are located at the Taipei headquarters, on-site service only provides machine inspection. For areas outside Taiwan's main island, part replacement, and other fees are calculated separately and are subject to the engineer's on-site assessment.
※Note: Damage to the product caused by natural disasters, earthquakes, floods, lightning, fire, moisture, and other force majeure factors is not covered by this warranty.
※Remark: 3DMART reserves the right to make final content changes.