I opened a ticket, sent an email, and created a thread here last August 26 about the patterns not being drawn correctly and I have not received a single response. What is going on?
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We’ve been behind on tickets which isn’t acceptable. We just expanded our team, and we’re working to clear the backlog over the next couple of days. Do you have a ticket open via https://support.grounded.so? That’s the best way to contact us.
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I add myself to this comment
I am so frustrated that my Oasis Mini does not print right
Sent videos and photos in 2 tickets
Do I really need to file a ticket when we are obviously all experiencing the same problems ?
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Well…
I would create the ticket for 2 reasons
- Make sure they address you at some point
- Create more load of same issue, is not overloading them, just showing them importance
JET
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@Zach I’ve done posts and sent emails (example attached) - what am I doing wrong? Any recommendations?
You did it right! Junior who’s been handling a lot of the technical tickets got sick for a while which has created a bit of a backlog. We just expanded our team (literally last week), so we should clear the backlog and reply very soon.
Zach, surely you are also reading this forum. The problems are about the same for everyone. Someone opened the mini and added lubricant and glue–perhaps a possible solution? But your precise and detailed directions are urgently needed.
Again, reading the complaints on forums–the problems are the same for everyone.
We’re aware of and actively working on this issue. It is not present on all machines, and it is certainly useful for people to open tickets so that we can track it.
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« Yeah please flood our support with ticket with the same exact issue while we are not able to clear our ticket backlog ». Makes sense, I also ask whole company to open a ticket during an outage, it helps track dow… no, we know this is bullshit.
Can’t you answer one time and for all for all persons (or customers if you will, I sometime forgot that we paid for this) having the exact same issue ? Like here in the forum ? What are those issues ? They do seem not firmware related since your support is able to help people ? Although that’s what you are trying to imply, so can we have a guide to troubleshoot and fix our bubbly paperweights ? Or perhaps just continue to fix the units one by one with tickets, what do I know ?
We’re clearing the backlog. There was an unfortunate mix of Junior getting sick and onboarding a new team member that created the backlog, but it won’t be a long-term issue.
Opening a ticket is the best way for us to help with this. If there were a one size fits all fix I would certainly post it here. We’re investigating firmware changes for units experiencing pattern distortion, and the best way for us to test that is by pushing the beta firmware build to customers experiencing the issue to see if that resolves it.
If you need volunteers to test I would gladly be one of the beta testers. I’ll retry a full reset in case while waiting
I submitted a concern over a month ago - did get a response but not to my actual concern. My unit will not turn on without a full reset each time - the power button doesn’t work correctly.