How to Access 3D Systems Technical...
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How to Access 3D Systems Technical Support Global Customer Services
Transcript of How to Access 3D Systems Technical...
How to Access 3D Systems Technical SupportGlobal Customer Services
The various types of support channels that can be accessed are:
Partner Portal Case Creation
3D Systems preferred case creation method
Customer Service/Technical Phone Support Hotline
Allows live interface with service partner to outline required data collection
Email to open a case in our ticketing system
Often lacks initial required data and case details
o May impact overall response and resolution times Web
End Customer created case via Customer Support Center
Internal
3D Systems personnel created on behalf of the customer
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How to Access 3DS Technical Support
There are three types of support request that can be accessed to ensure you are receiving the highest level of service and the best response times we have to offer:
1. SalesForce Partner Portal
• Partner Training can be found on 3D Systems Academy:
o https://academy.3dsystems.com/learn/course/193/partner-service-technician-salesforce-training
2. Customer Service/Technical Support Hotline Numbers:
Americas Toll Free (U.S./Canada)+1 888.598.1438+1 803.326.3930
Europe/Middle East/Africa (EMEA)+44 1442.279.839+49 6105.324.8888
3. Email to open a case in our ticketing system
• Email to case address:
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How to Access 3DS Technical Support (cont’d)
Asia-Pacific+85 2.8191.2453+86 2.6262.9900
Japan+81 3.5798.2500
Australia/New Zealand+61 3.9819.4422
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The first option is our Customer Support Center; at https://support.3dsystems.com/s/?language=en_US
The first step is to register a customer account.
Next, sign into the account to create a support ticket from the webpage. You are now able to look into your cases and also, have the advantage of submitting additional information. Please see the steps below:
Case Creation Steps
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Case Creation via Customer Support Center Online Portal
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Case Creation via Customer Support Center Online Portal (Cont’d)
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Final Steps
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The second option is the hotline. Once connected, ask for the support person overseeing your case. If they are unavailable, the person on the line should be able to help direct you to someone who can immediately assist.
Customer and Technical Support Numbers:
US and Canada: 888-598-1438
UK and EMEA: +44 1442 279883
International: +1 803-326-3930
Customer and Technical Support Hotlines
The third feature is one of the more traditional support features and often will have technical support reaching out for additional information prior to diagnosing the issues. This is a reasonable option for those who may not have access to our Customer Support Center website. Each time that an email is used to open a case, it opens a new ticket in our ticketing system.
Email to case address:
Email to open a case feature
In your browser, type in https://support.3dsystems.com/s/
How to locate Customer Information Bulletins (CIB) for updates
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Click on “3D Printers” icon
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Select your printer type
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Click on “View Printer Information”
Click on “Learn More” in “Full Product Documentation”
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Final step: click on “Customer Information Bulletins” to access CIBs
3D Systems, Inc. 333 Three D Systems Circle Rock Hill, SC 29730www.3dsystems.com
© 2019 by 3D Systems, Inc. All rights reserved. Specifications subject to change without notice.
Pn: 33-D234, Rev. B
