Hello everyone,
I have been using Shapeways for over 1.5 years now and like most of us, have tested and tried (compared) most currently available 3D printing companies.
Many of us struggle with proper wall thicknesses (probably the most common struggle) as well as model size/detail issues, etc.
There is a materials/property page, which most of us know by now, that has detailed info on wall thicknesses, detail, etc .for each material. One should read that first before sending off a model - I am one of those (many) who didn't and ran into tons of problems, partially because I used a different company a while back, the same company that provides the metal printers for Shapeways, Exone.
Back then Exone was the greatest 3D metal printing company one could imagine. Their prices were unbeatable and the service was beyond expectation. Their customer service was the greatest ever, I am not downplaying the customer service shapeways has (a bit more on that later).
For those who don't know what it means to have great customer service - here it is - Someone who one can call and email, who talks to one with patience, great knowledge and understanding of the entire production line and procedure, helps one to make a model printable in the least expensive way and that not only once but every time a problem comes up, making one feel more part of the process and company than rather being just a customer.
They are still good and still somewhat deal with one that way but it has become far less personal as their production started to grow (which is a good thing).
Back then they also made parts that really set the standard for me and what is actually doable with a modern Exone Metal Printer. The 3mm wall thickness rule back then did NOT exist and they made 5 nice Sculptures for me that seem impossible today.
My first encounter with shapeways was a rough one - I was told to keep changing my models here and there, just a bit more just a bit more that in the end I had to realize nobody wants to tell me WE CAN'T DO IT THAT SMALL - I ended up scrapping that idea until recently when Shapeways started incorporating Bronze and Brass. The downside,those materials are quite expensive as all metal is, so that the same figures I had Exone done back in the day would cost a fortune and - I have not checked yet - they might even be too big for Brass or Bronze.
Shapeways always had a good idea with the uploading system but essential elements were missing, WALL THICKNESS CHECK most of all and a few other important elements that would make the uploading and checking of parts easier for the modeler and also for the people who have to check the pieces for printability - in short the uploading system wasn't up to par. Now that is slowly but steadily changing and recently they upgraded the system in a big way
- WALL THICKNESS CHECK! That is great while models will always have to be checked by a person this new feature shows instantly where there might be problems and one can fix those before it goes any further, then simply re-upload them. In addition, should a model still be rejected Shapeways NOW instantly adds an image to the email that shows WHY a model is being rejected - that, before, had to be requested in a second email. So those are 2 major improvements and should help both sides dramatically. One thought here, the thickness check button is only visible when the model is first uploaded, It would be great to have that available at all times as one might not check all the materials the model can be printed in.
Sapeways and CUSTOMER SERVICE - I have been through tons of back and forth emails (sometimes things are easier and faster resolved over the phone), and I do have to say that I did have conversations that ended without return email - however never with any of the customer service girls, they always answer back and I never had issues with money being returned, Shapeways IS on top of that. Mishaps happen so that's being taken into account.
As mentioned, Shapeways slowly is expanding their Material-list, which is great as I only know of one other company that has as many (even more) materials to offer.
Shapeways DISCOUNTS - here I encountered one major mistake. The mistake is in handling (CALCULATING) discounts that are either made up of a dollar amount or go by percentage. If one gets $50 off an order over $200 than that is a dollar amount that will be taken off the total order amount. Seems logical.
If a discount is 50% off of an order, than the percentage of the total, whatever that total may be will be taken off - makes sense as well.
Take the case of a Dollar discount (amount) not a percentage discount. Like my above example - $50 off on an order over $200 - many might remember that great christmas discount (2013). I happened to have an order over $400 and a couple of models were rejected, dropping my total to $300. When I looked at my order details I noticed that the $50 dollar discount was gone, as Shapeways had SPLIT UP the amount as if it was a percent discount. That is a major mistake of course - and I was told by 2 people that it was handled the right way - until I began explaining the difference between a dollar discount and a percentage discount. I wanted to talk to someone who was in charge of that, as it obviously is a mistake. My favorite customer service person, C.H. - which I ended up sending an email to, did correct the mistake, but I don't know if that is now fixed for good.
Percentage discounts obviously will be split up to different models, a dollar amount discount is obviously taken off the total amount it is referring to (in that case $200+).
Other than that discounts are always welcome and appreciated.
Shapeways PRICING - Pricing is ALWAYS an issue and I have found that Shapeways is the best in low prices when it comes down to a certain size model - For Metal $35 is the number - everything that's around or below $35, Shapeways is the best place to go to. From there on up it depends very much on the material, while their popular white strong, flexible plastic is probably the lowest priced throughout the 3D printing world at this time - some other materials become more expensive as the models get bigger, compared to other companies, typically the Brass and Bronze and Stainless steel parts. Ceramics - Shapeways also has the upper hand with offering the lowest price there.
SHIPPING - The shipping cost is very reasonable and I'd say to make sure to at least order 2 Items so you get a good deal on shipping as the standard price is $6.50 for all orders. There are places that don't charge shipping but are over all a bit more pricey.
PRODUCTION TIMES - Shapeways production times can take LONG up to over one month. If one doesn't care GREAT use Shapeways as you'll probably get the best pricing (in general). If you need your Model right away, Shapeways is not the place for you but you'll be in for a much bigger price tag.
Production time depends on order numbers because they collect enough orders to fill a machine, that's why the waiting time but that's how they can manage a lower price.
And now finally QUALITY - Shapeways Quality is very nice. Plain and simple. I had them make models out of numerous different materials and they all look nice! If one has the money (which I unfortunately don't) have them make your model out of different materials as sometimes the one material one thought to be the best looking is not. Absolutely flawless surfaces are still a problem with some 3D manufacturing techniques and some surfaces simply show small flaws (even when polished), which would not be there if the old lost wax method would be used - here I mean all the way old school, some materials are first printed in wax and then the lost wax procedure goes from there, like Brass and Bronze (when I'm not mistaken). Further some models still can't be produced as one would have to alter certain proportions because of areas being too thin, changing proportions on a well proportioned model to be able to manufacture it (3D Manufacturing technology) is and will always be a NO.
But that will change at some point as machines and adhesive materials will improve over the years.
The key/goal is, of course, to be able to produce a flawless surface with absolute minimal post production work.
My biggest wish would be, to keep ALL ORDERED ITEMS of ONE ORDER together and not to stop and cancel an item right away as soon as there is a problem - I do understand that that's a bit tricky as good models will go straight to the "collective batch" (in lack of the correct term), to keep production rolling, however often there is just a small change in order to make that canceled item ready to go, which would be ready the very next day or even a couple of hours after rejection. That is something I really would like to be changed as the rejected item has to become a complete new order. Sometimes losing a good discount and also having to double up on shipping cost. That in itself is not particularly customer friendly even though I do understand why it's being handled that way...so far at least.
My second biggest wish would be to be able to call in as one phone call can fix a problem right away, compared to 2-4 emails that take 2-4 days.
To people who are new to 3D manufacturing and the different materials available - BEFORE ORDERING AN ITEM, not exactly knowing what the material would be like, GET A SAMPLE KIT! I read a post where someone ordered a white, strong flexible part and realized it was not flexible then began complaining about it not being flexible. The material IS flexible when printed in thin strands and walls as shown with many wire like models, yet very solid if printed with thicker walls. To describe that material properly is not that easy and even though it is described on the materials page I can see that people misunderstand as it states HIGH FLEXIBILITY. But there are also TONS of examples what people did with the different materials - NOBODY has made a model that is meant to be flexible like rubber. So a bit research and common sense might help as well. In any case GET A SAMPLE KIT it will help sort out what works for what, unless you are familiar with the actual material terms and know what they are like. For real flexibility Shapeways offers Elasto Plastic - the name already, I'd say, says it all.
All in all, Shapeways is a good company that is run by humans like you and I, and as I said before, mishaps can happen, but I have not had anything that wasn't resolved in the end, whenever there was a problem.
The company is still "young" and has already vastly improved over the last year, with very nice quality throughout the range of their materials.
It has become my company of choice for all my 3D models and ideas.
Jens from JS Sculptures
