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Order Status, Tracking & Customer Feedback needing alot of improvement!

Leapfrog & The User Community,


Am I the only one who has experienced and / or is experiencing an issue here?


I would hope that someone would tell that this is all just a mix up and the answers to all my concerns can be easily found; if so pls advise?


The whole ordering system with respect to status, tracking and feedback is, from many decades of experience with companies globally, lacking and very poor - leading to (this) customer dissatisfaction.


For example, my printer was ordered Oct 2014 and delivered and the end of Jan 2015 (nearly 3 months) - however the My Dashboard, Recent Orders STILL shows the printer status as PENDING, seriously what is that about?


Actually every item is pending, ref attached screenshot??


A recent order placed for additional filament was never received and I (the customer) was never contacted to inform me that the item was out-of-stock on 3 out of the 4 items selected.


Strong/Urgent Recommendation: 

1. Provide a clearer, faster feedback mechanism

--Rectify / update the 'Recent Orders' to allow feedback on orders.

-- Revise company policy/practise to inform customers when an item is out-of-stock and offer options / solutions.

2. Fix the clearly out-of-date PENDING statuses on orders in a timely manner.

3. Provide tracking details to customers so they can following the item directly.


Final comment:

When the customer perceives they are not treated as a customer and has to track down his own orders, chase people because of a system that does not work or is not being used correctly - diminishes and leads to customers dissatisfaction.

Customer focus (in my industry as a Self Employed Consultant Engineer) has a critical priority for good reason if you lose your customers support is adversely affects you business, surely this is a cause for concern!!


I for one would like to hear of others experiences that are like mine and what has been done to correct the issues, how quickly was it achieved?


I can only hope that my concerns are taking seriously and acted upon.

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2 people have this problem

Hi David!

Here is my story.

I had my order lodged aprox a month ago, paid in next day and submit ticket asking if they can confirm if the money received etc. On the 10th of Feb I got email stating that they got the payment and estimating delivery was in 2 weeks. Then in 2 weeks I got another email, saying - Unfortunately, we experienced issues with one of our hardware suppliers. Due to an unreported and unannounced change they made, our software is currently not compatible with this hardware.

 

So far, there is no news from them on my order. Also, then log into web portal on LPFRG, the order status is Pending, and I think you there right saying that is different to usual online buy and sell services.

Or people here constantly busy with getting the business going, or there was a wrong turn taken on the marketing field.

Im a car mechanic, and buying the 3d printer is just a way to bring more services to the clients, however, the delay does not affect my everyday job, just feel uncomfortable but its normal then you expect something that is supposed to brake the everyday routine. The main thing for me - is that the product this company is supplying comes to me in fully acceptable working order.

And now, since I cant help anyhow, Im going waiting for the time Z

Thanks for sharing your experience

Good luck


I am wondering (and I am sure others reading this forum are to) if Leapfrog will respond and give their customers a informative reply?


Regards,


David

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User Manual

Quick Start Guide

Installation clips
The following 3 clips will guide you through the installation process of your Creatr. By following these, you will be printing within 30 minutes. First start with unpacking the printer. Clickhere to see how you correctly pick up the printer

Part 1 of 3: Unpacking your Creatr

In this clip, you will be guided through the unpacking of a brand new Creatr. The unboxing along with the location of tie wraps which need to be removed are shown, as well as the process of a connecting the cables to the printer and computer.

Part 2 of 3: Software and configuration

In this clip, we will show you how to install the required software. The first step is to download and install the Arduino software to make it possible for your computer to connect with the printer. The next step is to download and install the Repetier Host Leapfrog software or that controlls your 3D printer. We have tried to make this as simple as possible and also provided direct downloading links per operating system.

SIMPLIFY 3D SOFTWARE
If you are using the new Simplify 3D software you can follow all the steps except for the Repetier-Host Leapfrog installation and using explanation. Simply download the software via the purchase link and before first use a pop-up will appear showing you the Simplify 3D Quick start guide. You can also download the Quick start guide or access it from the software via help –> Quick start guide. The quick start guide will briefly explain the functions of the software so that you can start your first print.

Please select you operating system and follow the descriptions in the movie.

Operating systemWindows

The first step is to download and install the Arduino software to make it possible for your computer to connect with the printer. The next step is to download and install the newest version of the Repetier Host Leapfrog software as shown in the clip. This software allows you to convert your 3D software file [STL for example] to a printable file [G-Code] and allows you to control your printer. The Repetier Host Leapfrog software contains standard Creatr Print Profiles. Just select the extruder, the filament material as well as the color and Repetier will automatically select the ideal print temperature providing you the best print quality possible. There is also a Leapfrog support button implemented in the software. A Mac version will be available soon.

If you have followed the installation procedure, but you can’t control your Leapfrog Creatr and the “6 commands waiting” message in Repetier-Host Leapfrog won’t disappear, you have to install the 2.8.28 drivers. Please see Solution can’t connect 6 commands waiting in Repetier-Host Leapfrog how to do so.

For a more thorough description of Slic3s settings please check this guide!

Windows 8
To install the Arduino drivers on a computer with Windows 8 follow these steps after downloading the Arduino software.

- Save unsaved work and write the instructions down
[your computer will reboot into startup options screen]
- Press the Windows Key and the ‘R’ key simultaneously
- Copy the command inside the brackets
–>[ shutdown.exe /r /o /f /t 00 ] – Select ‘Troubleshoot’
- Select ‘Advanced options’
- Select ‘Startup Settings’
- Select ‘Disable Driver Signature Enforcement’
- Install driver as usual via device manager


Mac

In this clip, we will explain you how you can generate a STL file using Sketchup. We show you what to download and how to export your design in STL.

Part 3 of 3: Making your first print!

In this final clip, the process of creating your first print will be explained. This starts with removing the callibration print that is already on the print bed. How to insert the filament and operate the Repetier Host Leapfrog software is also shown, which should culminate in your first 3D Print on the Creatr!

Google sketchupHow to export STL files from Sketchup

The first step is to download and install the Arduino software to make it possible for your computer to connect with the printer. You will then need to in stall this driver for OSX to recognize the hardware.

The next step is to download the Repetier software as shown in the clip. This software allows you to convert your 3D software file [STL for example] to a printable file [G-Code] and allows you to control your printer. We have developed standard print profiles for the Creatr. Please follow the instructions below to install the print profiles for Mac [not yet included in the video]:

- Download This file
- Go to your Home Folder on Mac and select “Go to Folder” from the Go Menu en type “Library/Application Support/Slic3r/” - Unzip the file you just downloaded and dump the contents in the Slic3r folder, it will replace your existing settings. If you want to keep your current settings as well, take the contents from each folder and put this in the same folder in the Home/Libaray/App../Slic3r folder.

Download instructions by Deepak Dinesh Mehta For a more thorough description of Slic3s settings please check this guide!

Troubleshooting Trees

Filament Guide

ABS
  • Extrude at ~ 225o C.
  • Requires heated bed.
  • Works reasonably well without cooling.
  • Adheres best to polyimide tape.
  • Filament tolerances are usually tighter.
  • Prone to cracking, delamination, and wraping.
  • More flexible.
  • Can be bonded using adhesives or solvents(Acetone or MEK).
  • Fumes are unpleasent in enclosed areas.
  • Oil Based.
PLA
  • Extrude at ~ 180-225o C.
  • Benefits from heated bed.
  • Benefits greatly from cooling while printing.
  • Adheres well to a variety of surfaces.
  • Finer feature detail possible on a well calibrated machine.
  • Prone to curling of corners and overhangs.
  • More brittle.
  • Can be bonded using adhesives.
  • More pleasant smell when extruded.
  • Plant Based.

Demo Print Downloads

Drivers Downloads

Software Downloads

Firmware Downloads

Please request a firmware download via the Ticket System

Creatr Video Library