We bought our 3shape from CAP and couldn't be any happier with their support--and we've needed a LOT of support due to scanner/computer malfunctioning. Even if you could purchase directly from 3shape, I would strongly discourage anyone from doing it. 3shape made it very clear to me on the phone that customer service is not part of their business model.
According to 3shape, this USB sparking
Welcome to nginx! is completely normal. The person I spoke to told me that I was just having "buyers remorse." BTW- shortly after this occurred, computer motherboard failed. Who knows what broke what, but CAP sent me a loaner scanner and a loaner computer to cover my butt.
As far as training goes, I don't think it's really necessary. If you are pretty handy with a computer, you will figure this software out in a jiff.
-Brad
Hi all,
I just read this interesting thread and would like to add a few comments regarding 3Shape and our offerings.
3Shape and Customer Service First, I would like to emphasize that Customer Service is indeed a very big part of the 3Shape business model.
3Shape believes that the best type of support is provided by maintaining a local support capacity to cope efficiently with factors such as customary opening hours, communicating in local language, and in tune with local business etiquette, enabling on-site support, and more. That is why we invest so much in developing our extensive first-line support network of experts through our local distributors. To strengthen this our 3Shape Trainers work continuously with our distribution partners to ensure they can give the best possible support. CAP, along with our other resellers and partners, have the technical competencies and expertise to handle these types of cases when it comes to 3Shape products.
To back-up this first-line support network, 3Shape's own Team of 30 Technical Supporters worldwide stand ready to assist distributors with any special hardware or software support issues.
Our program for Support, Training and annual Software Updates is called “3Shape LAB Care”. It’s a package you automatically get when purchasing a 3Shape scanner. The newest addition to the package is our 3Shape Webinar program that help technicians get the most out of their system. You can read more about the webinars
here (a dedicated US webinar program will be introduced in Q4, 2012).
I apologize for the misunderstandings. We are investigating this specific case internally to ensure that such misunderstandings will not occur again.
Regarding the "sparking PC" Issue First of all, I am sorry to hear that you had a bad experience with your 3Shape Scanner. I have talked to 3Shape US, Customer Support and they informed me that they are currently looking into the specific case together with CAP. In addition to working with CAP or other partners, if you need further assistance please feel free to contact 3Shape Customer Support directly on +1 908 867 0149 (Meisha Fogg).
I have also discussed the "sparking PC" issue with our 3Shape Scanner Development team. Here is a brief summary of the comments and recommendations:
• It is important to emphasize, that 3Shape scanners fulfill all relevant standards for electrical safety and are UL-certified accordingly.
• The spark effect is not specific to 3Shape hardware, and this could possibly be observed with any peripheral equipment connected to mains using non-grounded cables. Our Safety and Setup Guides specifically instruct the user to use grounded cables.
• Users with a mix of industrial and office electrical equipment should have special attention to their electrical setup due to the difference in nature of office and industrial installations.
• We recommend that you always turn the equipment power off when moving or changing cables.
I hope this clarifies any questions.