I have a Moai 200 with a failed motherboard.
Matterhacker sent me a new motherboard, power supply and updated card reader. First, I had to send the dead motherboard back to them.
Instead of sending me the correct Moai 200 motherboard with the correct firmware, I was sent a Moai 130 motherboard with version 1.18 firmware. I called, I complained and was instructed to by their success team to flash the firmware to the SLA-200 firmware… and it will not flash.
10 different brands, sizes from 1 gb to 64 gb, cheap to expensive SD cards, nothing works.
Matterhackers told me two days ago that a new board would be shipped from China to me and it will take 1 1/2 weeks to arrive… during the Christmas holiday, yeah right.
I have told them to send me the correct board out of a Moai 200 in their inventory but instead I have gotten a reply back:
I have confirmed with our inventory manager that we have initiated communications with Peopoly to send you a new mainboard. However, if we do not get a response by Monday, we are going to send you a refurbished printer mainboard. We will update you as soon as we have an update. I apologize again for any inconvenience, and I assure you that we are working to get all the necessary parts for your printer as quickly as we can.
So, does anyone have an email address for Matterhackers leadership? I have just acquired this printer and now I cannot even use it and I am on a deadline to produce prototypes by the end of the month.