Yesterday was a horror day with 3 Rejections (to 3 different clients).
Some were a result of adding sprues (and for that turning items back to first-to-try), but hardly (or not at all) because the parts did not meet the design guidelines. As usual the rejection-person just does not understand what features, wires, and walls are.
Sorry to say, but 'first-to-try' has nothing to do with the actual printability, but seems to reflect the education level or experience of the rejection-person. Again and again SW personnel demonstrate a great lack of understanding, knowledge, education or sufficient timing. Also the tools you guys use is rubbish. Clearly you let the poor rejection-persons view grey screens with numbers, whereas you show 'heatmap images' to the designers. These green-yellow-red heatmap pictures are far better then the Netfabb tool you use. Also measurements are often incorrect. You always measure less than the actual design is. Especially dimensions such as 0.59 mm seems to be a trigger to raise a red flag. Sorry: the dimension really is 0.60 mm. But sure no, why wshould SW ever consider the likelyhood of making a measurement error or tolerancing?
Everyone knows that SW's rejection lottery is bogus and merely based on incidents and luck rather than a quality check. It seems to be the efficient way, although I don't beleive that. Since in 100% of the rejection cases I have to claim that SW does make errors or at least shows very little customer friendly behaviour.
Still all your communication is MISLEADING telling people that you could 'solve mattgers' or that 'dispite all sorts of efforts products cannot be printed'. Both to the designers and our customers you tell stories that are not true.
Yesterday we received a rejection call of a product that was printed succssfully before. Both in FUD and in FXD with a 100% succes rate.
So, SW is randomly playing around with rejections?
As proof I show you the screen shot after the rejection:
What on earth are you doing there?
Ofcourse I've informed the Service team about the three rejections. I also informed the involved customers.
Today I had a face-to-face meeting with 1 service employee in Eindhoven. He apologized about the way SW is working, and is trying hard to solve matters.
So regarding the Service team, I think they try their best. What I noticed however is that also the Service team is feeling as helpless about the rejection lottery as I am.
SW please stop changing prices, adding fancy (but hardly tested) features, and end this destructive rejection lottery of yours.
The way you treat our customers and the designers is not acceptable. ou waste lots of time and do not show any improvement in this respect.
Regards,
Maurice