Good News: FUD is no longer rough on one side!!!! Bad News: It's rough on ALL sides!!!!!! My recent models from the Queens factory were all rough on all sides - unusable for N-scale model railroad parts. Is this to be expected now????
You need to take a picture of the item(s) and send the picture(s) to service@shapeways.com They should take care of you, just be aware that they don't work on the weekend.