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Forum: Buying
 Topic: Sent for reprint without asking and now no one responds!
Sent for reprint without asking and now no one responds! [message #122233] Fri, 04 September 2015 05:56 UTC
avatar sidnaique  is currently offline sidnaique
Messages: 21
Registered: December 2011
Go to my shop
Junior Member
I received a damaged porcelain vase. I complained with pictures.
Without asking if I want reprint or refund, it was sent for reprint. Though the reprint is free of cost, I will have to pay customs duty on it, which is 30% here(I would rather order something else with that money, since I am testing porcelain at the same time).
Also, the first order was a gift. And now the reprint is going to take another month before it reaches me.
Why does nobody even bothers to ask what we want before assuming what they are doing will make us happy?
It was a quick action and I appreciate that. But was it what I wanted?


sid naique
Re: Sent for reprint without asking and now no one responds! [message #122241 is a reply to message #122233 ] Fri, 04 September 2015 07:01 UTC
avatar mkroeker  is currently offline mkroeker
Messages: 2857
Registered: June 2012
Go to all my models
Shapie Expert
Porcelain is still a pilot programme, meaning you pay them for experimenting with one of your models rather than something they come up with themselves, and get to keep whatever result. Quoting from the Materials page for porcelain:
Quote:

By ordering a pilot material, you'll be accepting the risks of an imperfect model and therefore you will NOT be eligible for a refund or store credit exchange.

(You may still be able to cancel the reprint to at least avoid the additional customs fees if it is not actually in production - email service for that)
Re: Sent for reprint without asking and now no one responds! [message #122246 is a reply to message #122241 ] Fri, 04 September 2015 08:07 UTC
avatar sidnaique  is currently offline sidnaique
Messages: 21
Registered: December 2011
Go to my shop
Junior Member
It was damaged in transit by UPS. Shapeways did excellent job in making it, I was quite happy with the quality of glaze.
They sent me an email saying they have sent it for reprint. I asked not to. but before anybody from shapeways responded, it was sent to production. Now I can't cancel it as well!
I don't mean to harass shapeways, but I don't want to pay (customs fees) for something I don't want anymore. I was hoping they will come up with a solution keeping me in loop, even if it was a refund after deducting the making and shipping charges...


sid naique
Re: Sent for reprint without asking and now no one responds! [message #122248 is a reply to message #122246 ] Fri, 04 September 2015 08:54 UTC
avatar mkroeker  is currently offline mkroeker
Messages: 2857
Registered: June 2012
Go to all my models
Shapie Expert
Maybe they can keep the reprint for internal or promotional use rather than sending it to you, or find some other arrangement once they know of the customs fee issue.
Re: Sent for reprint without asking and now no one responds! [message #122269 is a reply to message #122233 ] Fri, 04 September 2015 14:20 UTC
avatar ChristelH  is currently offline ChristelH
Messages: 59
Registered: October 2010
Go to my shop
Member
I work here
Dear sidnaique,

Please know I just sent you an email about this so we can have this resolved.

All the best,
Christel Maurmair
Customer Service Agent


Best, Christel Maurmair Customer Service Agent Shapeways
Re: Sent for reprint without asking and now no one responds! [message #122298 is a reply to message #122269 ] Fri, 04 September 2015 18:40 UTC
avatar sbhunterca  is currently offline sbhunterca
Messages: 104
Registered: November 2011
Go to my shop
Senior Member
If it's clearly marked as a free replacement, there really shouldn't be any duties or taxes payable.

the only reprint I've ever had done was shipped at $0 value.

Steve Hunter

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