Why Should I Purchase MakerBot MakerCare?
A MakerBot Replicator® Desktop 3D Printer or a MakerBot Digitizer™ Desktop 3D Scanner is a sophisticated machine. It
requires service and care. MakerBot MakerCare offers the most comprehensive support program available for MakerBot
products. It provides phone and email support, live chat, extended weekday hours, and even weekend hours. For assistance
with your MakerBot product, rely on MakerBot MakerCare to provide the highest level of support from the people who know
your MakerBot product best.
Can I Buy MakerBot MakerCare Now?
Yes. But you have different options, depending on the printer or scanner you own.
For a new MakerBot Replicator Desktop 3D Printer, MakerBot Replicator Mini Compact 3D Printer, MakerBot Replicator Z18 3D Printer, or MakerBot Digitizer Desktop 3D Scanner, you can purchase MakerBot MakerCare at the time you purchase the MakerBot device, or within 60 days from delivery. You can purchase MakerCare for one-, two-, or three-year coverage periods.
If you have a MakerBot Replicator 2 Desktop 3D Printer or a MakerBot Replicator 2X Experimental 3D Printer, you can purchase a one-year MakerBot MakerCare Protection Plan, active from the date you purchase the plan.
What Will MakerBot MakerCare Cover?
MakerBot MakerCare will cover dedicated support via email (response within two business days), phone (Monday through
Friday, 9 am – 9 pm ET), and live chat (Monday through Friday, 9 am – 9 pm ET) during the coverage period. MakerBot MakerCare will also cover the cost of parts
damaged due to normal wear or accidental damage during the coverage period, as well as shipping on those parts. These
categories of damage only include damage that occurs during normal use. MakerBot MakerCare will also cover in-house
repair of a device if the repair is found to be necessary by a representative of MakerBot Support, as well as the shipping of that
device to our service and repair department.
What Won’t MakerBot MakerCare Cover?
MakerBot MakerCare will not cover any damage to your device that is the result of unrecommended use or use outside of specific
instructions given by a representative of MakerBot Support.
What Is Covered By The Warranty Versus MakerBot MakerCare?
The warranty covers repairs and replacements of defective hardware. It does not cover repair or replacement due to wear and
tear or accidents.
Can I Still Work With MakerBot Support?
Yes. If you do not have MakerBot MakerCare, we are still there to help you. For the first 60 days after you purchase and receive
your MakerBot product, you may use our email support (response time within two business days, Monday through Friday,
9 am – 9 pm ET).
If you’re outside of that time frame, you may always access our online support pages on MakerBot.com, which provides answers to the most common questions and issues.
If you still need help, we are here to help you and you may receive support
on a pay-per-incident basis, which will provide you with support for the term of a single incident.
How Do I File A Warranty Claim If I Don’t Purchase MakerBot MakerCare And I’m Outside Of My First 60 Days?
Contact MakerBot Support in the same way that you’d contact us during the first 60 days and mark the issue as a
warranty claim. If your issue is a valid warranty claim, then we’ll follow up and either send parts or take the MakerBot
product in for service as necessary; otherwise, we’ll direct you to areas in the MakerBot Support Knowledge Base that will
be able to answer your question(s).
What Do I Do If I Just Want To Purchase A Part?
We’re working on rolling out a comprehensive plan for offering the most common service parts through our website.
Under MakerBot MakerCare, I Understand That Four Incidents Per Year Are Covered And Two Of Those Four Can Be For The MakerBot Replicator Smart Extruders. What If I Have Additional Smart Extruder Or Other Issues Within That Period?
From casual hobbyists to power users, we’re proud to work with a variety of members within the MakerBot community. In
order to be able to support our wide range of users as best as we can, we need to look at the needs of our community and
make decisions which work well for the majority. We came up with those numbers based on what we’ve seen in the field,
and for many users, the provided number of incidents should be more than what they need in a one-year period. If you are a
heavier user of your MakerBot Replicator 3D Printer, you may find that you need more than four incidents due to wear and tear,
or that you need more than two additional Smart Extruders per year. Should that come up, MakerBot Support will still be here
to help and provide you with the expert troubleshooting and diagnosis which you expect. You always have the opportunity to
purchase additional Smart Extruders on our website, makerbot.com.
If I’m Outside Of The United States And Canada And Not Eligible For MakerBot MakerCare, How Do I Access Support When I Need It?
Pay-per-incident support is available over email, and our first response will be within two business days. This allows you
to work with us at a steady pace no matter where you are located. Support and repair services are also provided locally by
MakerBot Authorized International Resellers and Distributors. If you purchased your MakerBot product(s) from one of our
Authorized International Resellers or Distributors outside of the USA and Canada**, then they will be able to provide you support and/or
repair services. Support and repair services provided vary by reseller.
How Much Will It Cost To Work With MakerBot Support?
Currently we do not have any plans to change the price of MakerBot MakerCare from what it is, but we are expanding it. We are
now offering two-year and three-year support options for fifth-generation MakerBot Replicator Desktop 3D Printers.
|One-year plan for MakerBot Replicator Mini
|Two-year plan for MakerBot Replicator Mini
|Three-year plan for MakerBot Replicator Mini
|One-year plan for MakerBot Replicator
|Two-year plan for MakerBot Replicator
|Three-year plan for MakerBot Replicator
|One-year plan for MakerBot Replicator Z18
|Two-year plan for MakerBot Replicator Z18
|Three-year plan for MakerBot Replicator Z18
|One-year plan for MakerBot Digitizer Desktop 3D Scanner
|Two-year plan for MakerBot Digitizer Desktop 3D Scanner
|Three-year plan for MakerBot Digitizer Desktop 3D Scanner
Pay-per-incident Support will be $100 per issue. If a part replacement or repair is found to be necessary by a representative of
MakerBot Support, the Pay-per-incident Support price will be deducted from the price of the repair.
HOW DO I FIND OUT IF MY CASE IS COVERED BY MY LIMITED WARRANTY?
To submit a warranty claim on an issue, you must open a support case
through the MakerBot Support web form. Your
MakerBot Limited Warranty covers replacement parts if they don't work to specifications, and does not cover normal
wear and tear or accidents.