M3D no response
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I was in contact with someone at M3D about swapping my board under warranty, but haven’t heard back from them since last Wednesday, despite my attempts to get a response. Are they all on vacation or closed or what? Does anyone know? Who else could I contact about this?
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No posts about being on vacation and no real holiday that I know of. M3D is more of a retail front and distributor out of Maryland in the US. Sifting through there extensive legal boiler plate they do show to have a 3 month warranty.
To make a claim, please email info@printm3d.com or submit a ticket on our website www.printm3d.com. You must contact us before the end of the coverage period.....
I suppose as long as you have started the process you should be ok on the time aspect. If its a Duet3D product like the Duet 2 Wifi there is a manufacture warranty provided by Duet3D BUT it does state you need to go through the authorized re-seller to process the warranty.
I would suggest continue trying to contact M3D and keep records of your attempts. It this goes nowhere by the 3rd attempt contact Duet3D when they come back from vacation and offer your case details so they can figure out why the re-seller is not fulfilling there obligation and get you taken care of.
Hope that helps.
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I had bought the duet maestro. Is M3D just considered a reseller of that board? I thought it was actually their board, partnered with duet3d... I hope I’m wrong about that!
But yeah I’ve definitely opened a ticket or two requesting an exchange through the warranty. Sent a few emails to the David person that emailed me last week. Even called the number this morning. Nothing.
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@dc42 did they contact you? They said they were going to.
https://share.icloud.com/photos/0yyri7XbNhMGrKGxpxzsQIFMA#Home
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@srgallagher13 said in M3D no response:
@dc42 did they contact you? They said they were going to.
https://share.icloud.com/photos/0yyri7XbNhMGrKGxpxzsQIFMA#Home
I haven't heard from M3D recently. When was this?
Duet WiFi hardware designer and firmware engineer
Please do not ask me for Duet support via PM or email, use the forum
http://www.escher3d.com, https://miscsolutions.wordpress.com -
@dc42 they sent me this email on February 20th. That’s the last I heard from anyone at M3D. I’ve even posted in their discord and still haven’t gotten a response from any employee.
Is there another way to recover this Maestro after using the erase jumper? If I could get this board alive and working, it sure would be nice to never have to work with M3D ever again! I shoulda just spent the extra $50 and got a duet 2 WiFi
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@srgallagher13 yes you can
https://duet3d.dozuki.com/Wiki/Installing_and_Updating_Firmware#Section_Fallback_procedure_Num_3
As far I know it works the same way on Maestro as on Wifi. Erase you board isn't a valid claim for board replacement, it can be easy fixed at home. -
@dragonn said in M3D no response:
@srgallagher13 yes you can
https://duet3d.dozuki.com/Wiki/Installing_and_Updating_Firmware#Section_Fallback_procedure_Num_3
As far I know it works the same way on Maestro as on Wifi.That's right. After the Erase jumper has been used (and the board powered up for at least a few seconds), it should present the Bossa Port to a PC connected via USB. That's how it is programmed during manufacture. The Erase jumper must be removed again, otherwise you won't be able to program it.
The version of Bossa needed is 1.9. Older versions of Bossa (such as shipped with Arduino) won't recognise the SAM4S chip.
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The problem is that Bossa never shows up. SAM-BA doesn’t see it either. It’s like there isn’t anything at all plugged into the usb at all. Tried many cables and many USB ports.
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@srgallagher13 Did you check if anythings shows up in device manager when connecting the board?
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@dragonn yes I checked. Nothing shows up like it used to.
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I wish I could just exchange this maestro for a WiFi and pay the difference (and shipping)
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@srgallagher13 I know you didn't order from us, but email us at Filastruder and we'll see what we can do to help:
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@elmoret email sent
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Looks like i'm now in the same situation as @srgallagher13 . M3D is not responsive. Seems they force all communication through a ticket portal that is not managed very well or not checked very often. Took my own advice from the above post but posting here for the benefit of others. Hopefully they will respond before the warranty time ends??
Board has a bad fan output. Shows correct voltage but drops as soon as any load is applied to it. I like the board a lot but darn that's frustrating .
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Well M3D FINALLY responded. 3 weeks after their last response. Absolutely ridiculous. But too late, as I’ve already sent my board to Filastruder. I love you, Filastruder!!!!
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Never trust in m3d
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Been working with a few and it seems that they are unable to get a response when the Erase pin was used. One did get a partial response but once the pin was cleared and the board reset it never came back and even though all seemed normal, it never presented to windows.
I cannot validate this further as no one has sent their cards to me for help.
-Though to be fair this is not a service I am offering, yet. I also have no contract with M3D or Duet to offer services so if I find a card really is dead, I have no idea where to go from there in terms of a proper hand off for warranty if any at all.I think if I or we can Identify the reason why some ERASE pin cards, will not present at all. Then more can be helped to recover from these kinds of mistakes. -For now I have been trying to warn other users to NOT use the ERASE pin unless told to by support staff.
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Got the board from @srgallagher13 , it does not present as a USB port. Diag LED is on continuously. We'll work on it and advise if we come up with a solution, in the meantime we've provided him with a Duet WiFi instead.
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Michael Armani, aka Marmani on the Discord channels responded to the conversation with a point that I did not know, and is not mentioned on the Troubleshooting guide.
If using the Duet instructions for SAM-BA.
(https://duet3d.dozuki.com/Wiki/Installing_and_Updating_Firmware#Section_Fallback_procedure_Num_3)
Please DO NOT select at91sam4e8.
-That describes the Duet Wifi, not the Maestro.
Instead choose ATSAM4s8.However, we do not use this tool and strongly recommend using Bossa instead. Please see our repair instructions https://coda.io/d/M3D-Public_dzE73kMbIAL/Duet-Maestro_sui8n#Cards_tubJG/r1, I would say at least 50% of the time we recover a board with funky behavior (No usb response, SD card reading, even sometimes a stuck pin). Updating the firmware helps with these, and sometimes the board just needs a refresh.
