It is bad enough that the current rejection policy is so completely unfriendly to the customer.
I come away every time annoyed at time it takes and the fact I have to make a new order and then ask them to combine the postage - would it not make more sense ton have this done automatically, as this is something that it going to happen a regular basis? I am very unhappy with Shapeway's customer service, which is frankly appalling bad at every level. It is difficult to even
complain about it, since if you don't submit feedback on your interaction near-instantly (because, for example, you actually have to, y'know,
work), the opportunity is gone. (Recent experience.)
Even the "print-it-anyway" option is unhelpful... where exactly is it actually located anyway? The information doesn't tell you where it is... There is a checkbox for when you re-upload a model on the model page I think... After having to cancel my order today because of one rejected model rendering the rest of the other simply not worth it (as I'd be paying postage for one model that would cost five times more than the discount, so I may as well wait until I have more models to bulk order), I suspect it MIGHT be accessed from the page on the orders - it would be nice if it SAID somewhere -
anywhere - in the documentation that this was the case.
The sales discount problem is just adding insult to this injury. The fact the sales come in so randomly and with such a short window of time makes it even worse. The policy on sale discounts is appalling. Given that Shapeways's rejections are happening at a frustratingly increasing rate (sometimes on models that have printed perfectly fine before), the policy of only having a discount code apply once and not to repaired models is increasingly ludicrous.
The whole system desparately needs a complete re-vamp so that it at the very least doesn't feel like an "ahahaha! Gotcha!" everytime you get a rejection. Because honestly, that's what it always feels like..
I can see that as soon as someone else comes along - and they will eventually - Shapeways will likely find people deserting in droves, since their current customer service and customer policy generates absolutely no loyalty at all.
Edit: As if determined to prove that last point, while I was typing this, I got a reply from customer services, after I'd replied to the order problem email to say I was cancelling my order because it was no longer worth having done at this time, the gentleman replied with "Happy to hear!" REALLY? You're happy to hear your rejection and sales policy is so poor that your customers are cancelling their orders? Even IF that was merely an untentional well-meaning blunder, someone trying to be overly cheerful at this time of year, it really doesn't excuse it... Working in customer services, where communication is key, you need to be able to phrase your words much more tactfully. A bit of common sense might help, for crying out loud - you
don't tell your customers you are happy to hear that they have had problems with your company, regardless of the time of year, Christmas period or not. (And if that wasn't the intended message, then you need to work on your communication skills!)
Words fail me.