CadXpert Support

3D Printers Support

At CadXpert, we make sure that 3D printers from Stratasys, Formlabs and UltiMaker work for you faultlessly. We solve support issues and carry out preventive maintenance.

Contact CadXpert support

Do you experience an issue with your 3D printer? Are you looking for support? Our support engineers are available on weekdays from 8:00 am to 5:00 pm.

+48 12 307 25 24
serwis@druk3d.cx

What do we do at CadXpert support?

Diagnostics

Our service technicians will arrive at your location to help diagnose the problem you are facing.

Repair

If possible, we will come to your location and repair printers on site. We perform some support orders at CadXpert’s headquarters, and we pick up equipment from shipping companies.

Maintenance

We take care of periodic maintenance and periodically check the condition of your 3D printers. We can come to your location.

Spare parts

In repairing defects, we work only with original components.

Support

We provide telephone technical support to solve printer operation problems efficiently and cost-effectively.

Certifications

Our service technicians have manufacturer certification for the equipment in our portfolio. You can invite certified Stratasys, Formlabs and UltiMaker engineers to your location.

What do I do when I need technical support?

We’d like to give you some tips on how best to proceed in the event of a breakdown or an issue with your 3D printer or accessories. Here are some points that will explain what to do when you need service.

Jak wygląda proces

1
Describe the fault or problem.
2
Upload photos or video.
3
If it's available to you, upload the logs or a CFG file. Read here how to download these files.
4
Fill out the form on this page.

Warranty support requests

In the event of a warranty support request, we first implement the removal of the defect. Only if this proves impossible, we realize the replacement of the device with one defect-free.

How does support work with each request?

1
We will analyze the information you sent us.
2
We will assign you a support assistant.
3
A. We will make further contact to dig deeper, gather information, and provide a cost estimate. B. We can also answer right away with a possible solution and possible repair costs.
4
In the case of complicated issues, we will take up contact with the printer manufacturer and designers to deepen the analysis or get a faster diagnosis. At that time, we will also send a repair estimate.
5
We will collect from you the acceptance of the cost or warranty repair.
6
A. You will receive instructions on how to proceed to troubleshoot or replace a simple part. B. You will receive live help from us, according to the instructions sent to you.
7
In some cases, you will need a service technician to arrive. Small 3D printing systems may require shipping to CadXpert headquarters.
8
We solve the problem.
9
We provide information about the completion of the service. We send an invoice (in cases of equipment shipment, we send the documents together with the printer).
10
Send us a satisfaction survey.

Most common problems and FAQs

Stratasys
Formlabs
Ultimaker

Visit the manufacturer’s website: https://www.stratasys.com/en/materials/materials-catalog/

Download relevant material sheets and material information.

 

From the manufacturer’s website: https://support.stratasys.com/en/materials/sds

Yes, for this purpose, contact our Key Account Manager at tel: +48 609 895 072.

From the manufacturer’s website: https://support.stratasys.com/en/Printers

Select the technology you are interested in. Then select your 3D printing system.

At the bottom of the page, select “User Guide” from the drop-down menu.

You can find the answers on the manufacturer’s channel. Below we send you a link to Stratasys’ YouTube account:

https://www.youtube.com/@stratasysacademy

Report the whole incident to support through the form. You will receive instructions on how to proceed in an email.

No, report the whole incident to support through the form. You will receive instructions on how to proceed by email.

Go to the manufacturer’s website:

https://support.formlabs.com/s?language=en_US

Select the device, then go to “Troubleshooting” or “Diagnosing Print Defects”

In case there is no error you are interested in, write to us.

Go to: https://formlabs.com/materials/

Select the material you are interested in and download the corresponding material sheets.

Yes, provided continuity is maintained. For verification/more information, feel free to contact us.

https://support.ultimaker.com/s/topic/0TO5b000000Q4uRGAS/3d-printers

Go to the manufacturer’s website. Select the device, then select the “troubleshooting” tab and see if this problem is described. Follow the instructions.

In case there is no problem you are interested in, report to us.

Yes, provided continuity is maintained. For verification/more information, feel free to contact us.