Hi, it's Sam from MindKits.
Part of my week is reading the reviews that come in. I expected them to be about machines. Print speeds, build volumes, which printer beats which. Almost none of them are. People mention the small, unglamorous stuff instead, and after a while you notice a pattern.
Reuben and the email nobody expects
Reuben left us a review last week. He said his order was packed and shipped quick, and that he liked getting an email offering support if he ran into issues with his new machine.
That email isn't an automated drip campaign. Someone here actually writes it when a machine goes out the door, because a new printer is the point where most people get stuck, not six months later. Half the time nobody replies and that's fine. The other half we save someone a weekend of head scratching over a first layer that won't stick.
Kevin, a filament dryer, and a paperwork mess
Kevin ordered a filament dryer. It turned up fast, but there was a paperwork issue on the order that we had to sort out. He still gave us five stars and said he'd order again.
Honestly, that one means more than the orders that go perfectly. Everyone stuffs something up eventually. What people remember is whether you picked up the phone and fixed it or made them chase you for a fortnight.
Richard's four stars, and the bit we can't argue with
Richard gave us four out of five, and told us exactly why. He bought his Bambu somewhere else before he'd heard of us, buys his Pixel filament from us now, and doesn't earn Pixel Points on it. Points are only earned by customers who bought a machine from MindKits.
That's the rule as it stands, so he's not getting points today, and I'm not going to pretend otherwise. But he's right that it's a bit rough on someone who's now a regular filament customer. It's come up internally more than once. If it changes, you'll hear about it here first.
In the meantime, the thing worth saying is this: where you bought your machine makes no difference to whether we'll help you with it. Spare parts, nozzles, a hot end that's gummed up, filament that won't behave, training - we don't check the receipt first. Jase trains people on machines we've never sold, and that's on purpose.
So, the pattern
Fast dispatch. A human on the other end of the email. Parts on the shelf. Sorting it out when we get it wrong. None of that goes on a spec sheet, and it's basically the entire content of our review page.
If you've dealt with us and something wasn't sweet, tell us. The four star reviews with an actual reason in them are the ones that change how we do things. Cheers for reading.
- Sam