MakerBot Factory | Working Together, Shipping Better
| by MakerBot
Meet The MakerBot Factory Team
Lots of people have asked us what happens at the MakerBot Factory and who works there. To give you an idea, we’re a Brooklyn-based team of assembly line workers, quality assurance members, warehouse techs, shipping clerks, supervisors, managers, and engineers. Working with MakerBot Quality Assurance and Support teams, we’ve created a system that’s designed to continuously improve based on field data and customer feedback.
MakerBot Then and Now
In 2009, MakerBot production was located in a garage. It has since evolved to include a Brooklyn warehouse that’s over ten times the size of our original location. In just five years, our dedicated assembly work force has grown to over 100 people. The shipping team moved from sending every product via small parcel to implementing a global supply chain. This growth has led to exciting changes and increased complexity in MakerBot operations. With so many moving parts, we’ve had to reevaluate how we approach shipping MakerBot products.
How We’re Making Shipping Better
Shipping complexity is by far one of the biggest challenges we face, largely due to the fact that we now ship to over 100 countries. Unfortunately, we sometimes hear from customers who’ve received MakerBot products damaged from shipping. We work hard to get you your purchase quickly and, but recognize that’s not always the case. We’re always looking for ways to improve the shipping experience so we’re constantly taking feedback from the field and from customers.
In addition to adopting International Safe Transit Association (ISTA) testing standards for shipped products, which include simulations of the harshest shipping experiences, we’ve also changed the packing material from honeycomb cardboard to custom recycled foam. We’ve seen great improvements as a result of these developments. Staying in close touch with our global shippers also helps keep delays and glitches down.
The MakerBot Replicator Z18
Because the MakerBot Replicator Z18 3D Printers are so much larger than all other MakerBot models, we had to learn about the ISTA-3E standards for freight shipping. As a result, we’ve experienced some growing pains, but we’re going above and beyond the ISTA-3E standards to get your printer to you safely.
For example, when we realized that one of our carriers was stacking MakerBot Replicator Z18s on top of one another despite on-box directions, we immediately started shipping them with “no-stack” cones on top of each box. While we realize this is not a fix for all shipping concerns, it is one of the one of many steps we’re always taking to create a better shipping experience for you.
We Work as a Team
Our manufacturing and quality engineers work closely with our Customer Support and Quality Assurance teams to address the needs of our customers. This collaboration has resulted in a better support experience, including additions like device registration, live chat, and a collection of intuitive online support pages, where you can find useful manuals, tips, and suggestions, including articles on issues like:
–MakerBot Replicator Z18 shipping damage
–MakerBot Replicator Z18 unboxing video
We’ve spoken with both satisfied and frustrated customers, dug through field research, and instituted a number of changes that work toward a better overall experience. We’re excited to continue improving every step of the way and are eager to hear from you. Feel free to contact us at thoughts@MakerBot.com.