We CARE about your machines.
Regular maintenance is important! Make sure that your 3D printers and post-processing devices remain in good shape. We’re happy to assist you with all your needs and offer on-demand service. But if want to be completely covered, we also offer you our fully covering CARE plans, where you never have to worry about issues with your machines.
EVERY DEVICE COMES WITH THE FOLLOWING FREE SERVICES*:
- 12 months warranty**
- Contacting the service team via e-mail or ticketing system***
- Access to the “Knowledge Center” incl. hundreds of explanations and how-to-guides
- Access to device software and firmware updates
- Access to material library updates (incl. information from release notes)
- Access to the Customer Portal including cockpit and live status
- A validated light sensor for device recalibration (12-month validity) [only for printers]
No extra costs, no subscription
* Registration of devices in the RS customer portal is mandatory. Applicable for D20+, D30+, HA20+, HA30+, S20+, S30+, PRO wash, PRO cure.
** Including first month dead-on-arrival hot-swap service for D20+, D30+, HA20+, HA30+, S20+, S30+, PRO wash, PRO cure.
*** Responds are handled first-in-first-out, with priority to CARE contract customers.
TO MAINTAIN DEVICE VALIDATION, ANNUAL RE-CERTIFICATION AND UPDATES ARE NECESSARY! THESE ARE OUR ON-DEMAND VALIDATION SERVICES:
- Light Sensor Recertification
- Remote System Check (log files, sensor & hardware status, for Desktop printers*)
- Remotely guided software and firmware update (Desktop printers)
*Desktop printers are D20+, D30+, HA20+, HA30+, S20+, S30+, PRO wash and PRO cure.
In the case of device defect, we will not let you down.
On the contrary, we offer several repair options.
Every customer may contact the service team by e-mail or ticketing system*.
In case of a hardware problem, various repair options are avaiable:
Many of the components can be replaced by technically skilled operators themselves. These self-repair kits can be requested from Rapid Shape service along with replacement instructions.
(only Desktop printers)
Send a defect device to a Rapid Shape certified repair center. The device must be shipped in its original packaging to avoid further damage. Alternative, flight-cases are available. Freight costs are excluded. Prices for repair are clustered in four categories (A to D).
(only Desktop Printers)
To maintain productivity, we provide hot-swap devices in exchange for a defective device. The replaced device remains in the possession of the customer and is sent in a flight case. This ensures the defective device is returned promptly. Price depends on the device.
The repair cost for the defective device will be invoiced according repair category A to D.
* Responds will be handled first-in-first-out, with priority to CARE contract customers.
** If a machine is defect within the 1st month of warranty, a hot-swap is granted without charge. Hot-Swap only available if machine younger than 36m and version still in production.
*** Billing is made according effort based on hourly / daily rates. Working time and travel time will be billed. Further hotel cost, cost of travel and admin flat fees.
PEACE OF MIND FOR DESKTOP DEVICES
- Mitigated legal risks by validated devices
- Discounts for repairs
- High availability by fast hot-swaps
CARE plan is available during the first 30 days. Thereafter it is only available with an opt-in charge of +50%.
More than 80% of Rapid Shape customers sign a CARE plan.* CARE plans are the industry standards in the medical field. Your day is filled with many responsibilities, so you may want to delegate important non-core business activities for your 3D printing devices, to a trusted partner. You want to keep your devices validated. Instead of purchasing on-demand services, you prefer to subscribe to the CARE plan and save money. You also want to benefit from free vouchers going along the CARE plans to exchange or re-calibrate wear parts just at the right time and you want to take advantage of repair discounts, if necessary.
* Care plan or formerly named Maintenance Contract
CARE PLUS plan is available only within the first 30 days*
You use your devices regularly, and a defect could critically impact your production. You want to ensure productivity without risking the hot-swap price and extra shipping costs for devices. So, you opt to ensure production availability through hot-swap while controlling expenses by subscribing to the CARE PLUS plan.
* 90 days special offer during the first 6 months (until 02.04.2024)