With hardware, there's always the potential for failures. That's why we already have a plan in place should you experience trouble. Review the general expectations when you have trouble, and then read through the specific expectations for the type of problem you're having. We got your back!

General Expectations

Before diving into the types of support below, be aware of these expectations.

1. If you experience any problems, the first step is to always contact support. See our contact details below.

• Email - galileo@protosthetics.com
• Live Chat - proto.fab.one
• Phone(Call) - +1-701-478-2001. Design Problems

2. Design inquiries will take place directly between the practitioner & the designer. Hardware issues will take place between whoever reports the issue & the support team.

• It is your responsibility to physically conduct the steps needed to troubleshoot. Support is here to guide you!
• If you are not responsive to troubleshooting requests, we will log the issue after 5 business days and wait for you to reopen the request before proceeding.

3. When hardware is breaks, we will send you the necessary part for you to replace at the discretion of support.

• We will replace any needed parts completely free, unless part is broken due to user negligence.
• We will fulfill all your orders through our CFAB if your printer is down.
• We will stop fulfilling orders once the new hardware arrives for you to replace.

Now that you know what to generally expect when you experience issues, refer to the section below that best aligns with the specific problem you're experiencing.

1. Design Problems
2. Can’t Start a Print
3. Failed Mid-Print
4. Printed Poorly
5. Other Hardware Issues
6. FAQs

Design Problems

This describes any issue with the way your socket was designed: incorrect sizing, distal adapter doesn't fit, or anything else that doesn't look how you expected. Follow the steps below.

1. Contact us.

If your socket is designed inconsistently with the order, contact us via one of our contact methods above. Please share:

• What is the inconsistency
  
• What is the patient name
  
• A photo of the socket

2. Connect with your Design Lead

We will create a Design Board ticket where the practitioner can email directly with their design lead. They will cross-check the inconsistency against the order form.

• If it was designed correctly, they will ask you to submit a revision to change the order. Navigate to FabOne , and click "Revise" next to the order. You'll then be able to request your desired changes.
• If they notice a design inconsistency, we will have the design remade free - no revision necessary.
• If there is a miscommunication of expectation, we can schedule a call to be sure you and your design lead are on the same page going forward.

3. Print the New Design

If you need a new design, we will have it made either by having you submit a revision or by communicating with your design lead. Once you receive the new file, you are good to print the updated version!

• Be sure to print the file that says "Revision" or "Updated" so you know it is different from your original file.

Can't Start a Print

If you're having trouble starting a print from your FabOne Print Control page , see what to expect below.

1. Contact us.

Take note of what happens when you try to start your print. Then, let us know:

• Any errors you see in FabOne
• Any errors you see on the direct printer screen
• What the printer itself does, if anything

2. Initial Troubleshooting

The support team will provide basic troubleshooting via the medium you reached out. They may ask you to:

• Turn the printer off & on
• Scrub the nozzle so it is clean
• Send photos of what you see

3. Continued Troubleshooting

If not able to be quickly resolved, the support team will create a Support Ticket, which you'll receive access to via email.

• Respond directly to that ticket to proceed with troubleshooting
• Try all the steps outlined by support
• If needed, we will ship you hardware parts for replacement

Failed Mid-Print

This details the process if your print successfully starts but does not successfully finish.

1. Contact us.

If you noticed your print stopped or failed in the middle of printing, contact us.

• Please send the pictures required by support

2. Help with Printing a Particular File

If you're having trouble successfully printing a file, we will have you attempt the socket a total of 3 times . Then, we will fulfill it through our office.

• The first fail is counted as the fail you first reach out about. Multiple attempts are not counted if the support team is not contacted.
• After the first fail, we will provide technical troubleshooting, asking you to try a new roll, check for tangled filament, etc.
• If the second attempt fails after initial troubleshooting, we will either provide more troubleshooting steps or we will upload a new print file if relevant.
• While you print the 3rd attempt, we will print the file in parallel so we can ship it to you if it fails the third time. We will include free ground shipping.

3. Help with Printing in General

If your printer will not successfully print anything, we will consider your printer "down" and fulfill any orders you need in the meantime.

• This occurs if there is a hardware issue with the machine
• Your printer is only considered "down" at the discretion of the support team
• While we fulfill sockets from office, you must be actively responsive to our troubleshooting requests

Printed Poorly

If your socket has successfully printed but has blemishes or obvious print malfunctions, let us know.

1. Contact us.

We will require the following information:

• A photo of the poor print
• A photo of your filament roll
• The name of the patient

2. Troubleshoot Before Trying Again

Do not try the print again if it printed poorly. We'd like to get to the bottom of the problem first, which may include asking you to:

• Try a new filament roll
• Troubleshoot the printer hardware
• Try printing an updated file

3. Continued Troubleshooting

If you're having trouble successfully printing a file, we will have you attempt the socket a total of 3 times . Then, we will fulfill it through our office.

• The first fail is counted as the fail you first reach out about. Multiple attempts are not counted if the support team is not contacted.
• After the first fail, we will provide technical troubleshooting, asking you to try a new roll, check for tangled filament, etc.
• If the second attempt fails after initial troubleshooting, we will either provide more troubleshooting steps or we will upload a new print file if relevant.
• While you print the 3rd attempt, we will print the file in parallel so we can ship it to you if it fails the third time. We will include free ground shipping.

Other Hardware Issues

For any other issues, follow the first step of reaching out.

1. Contact us.

Take note of what happens when you try to start your print. We may need:

• Pictures or videos of what's happening
• To schedule a video call so support can discern what's happening

2. Troubleshooting at Support's Discretion

There may be a variety of issues causing your printer to behave out-of-the-ordinary. Once we identify what is going on, please:

• Actively respond to the support ticket via email
• Perform any troubleshooting advised by the support team
• Hardware will be replaced as needed

FAQs

For any questions not answered above, see below.

1. Will I be reimbursed for periods my printer is down?

• Because we still fulfill all your orders through CFAB when the machine is down, you will not receive subscription reimbursement.

2. What is the turnaround time for sockets shipped through CFAB?

• Our turnaround time is about 3 days plus ground shipping.
• You can request faster shipping at cost.

3. What can I do if the pictures are not being sent through email?

• You can send any needed pictures on FabOne through the Chat Feature

4. What constitutes user negligence when it comes to broken hardware?

• Most hardware problems are simply due to use of the machine over time. These are expected and will be fully covered if replacement is necessary.
• Any user action causing unreasonable breakage of the machine may result in a repair fee
• Examples: Cutting belts on the printer | Not following guides which causes a malfunction

Updated on: 05/11/2024