【Repair Service】Ultimaker 3D Printer Repair Application Process
3DMart Co. is the exclusive distributor of Ultimaker 3D printers in Taiwan. All newly sold Ultimaker 3D printers come with a one-year warranty and comprehensive after-sales service. For non-human damage (damage caused by natural disasters, earthquakes, floods, lightning, fire, moisture, or other irresistible factors is not covered by this warranty) under normal use, inspection fees and round-trip shipping are waived (consumables such as nozzle replacements are extra). We will use manufacturer-approved professional equipment for inspection and repair, and arrange for a driver to return the product to you.
．Repair Process Description:
1. Simple Online Application
1. Go to the "Technical Support" page on the 3DMart official website (https://3dmart.com.tw/support).
2. Fill out the simple repair form. After the engineer receives your submission, they will contact you within one business day.
3. To help our engineers quickly diagnose and resolve the issue, please include the following information in the repair 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)
2. Remote Troubleshooting
If the engineer determines that the issue can be resolved remotely, they will do their best to guide you through the process, eliminating the need to return the 3D printer to 3DMart headquarters.
3. Free Pickup of Repair Items
1. If the problem cannot be resolved remotely, the engineer will confirm the repair arrangements with you and collect 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 adapter, SD card, cables, materials used at the time of printing, etc.) to avoid any omissions during repair.
※Note: If the 3D printer is not sent for repair in its original packaging, you will need to arrange for a driver to send it back or personally deliver it to 3DMart. Damage caused during shipping is not covered by the warranty. Please be sure to keep the complete original packaging safe.
4. Technician Inspection
1. The repair item will be processed with manufacturer-approved professional equipment and inspected by an engineer according to the case schedule.
2. After inspection by an engineer, general malfunctions not caused by human error will be repaired free of charge (consumables such as nozzle replacements 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 an unsuitable location, shipping damage due to non-original packaging, etc.), parts fees will be charged based on the damaged components.
※Note: Once the repair details and associated costs are confirmed, processing will begin after full payment for the repair.
5. 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 item to your designated location free of charge. If the warranty period has expired, or if the original packaging is lost, you will need to arrange for shipping or pick-up yourself. Please test the product within seven days of repair completion to protect your rights.
Other: On-site Inspection
During the warranty period, services such as free pickup and delivery and free inspection are included. If an 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 locations outside Taiwan island, parts replacement, and other fees, additional charges will apply and will be determined by the engineer's on-site assessment.
※Note: Damage caused by natural disasters, earthquakes, floods, lightning, fire, moisture, or other irresistible factors is not covered by this warranty.
※Remark: 3DMart reserves the right to make final changes to the content.