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Based on our long experience from the computer graphics and 3D hardware industries, and also from our close collaboration with suppliers and manufacturers, we can help you with your technical problems. In practice, our support helps you get production results faster, you avoid being slowed down with technical issues and become more profitable in your operation. Feel free to contact us for more detailed support description.
In accordance with manufacturer support terms, we offer free technical support for all our customers who has purchased products from us. This means we help you with technical issues so that you can get your software and hardware products to work properly and also provide you with necessary information to keep them updated.
Your support questions are sent to us from the support form you see when you click "Helpdesk" in the top menu on our web site. You must be logged on in order to send us a support question. A queue system is used to answer the questions in a fair chronological order.
Our office hours are 8 AM – 5 PM CET/CEST. During this time we try to solve as many support cases as possible. Due to the various complexity of the support cases we cannot guarantee them to be solved within a certain time frame. In most cases you will be helped within 48 hours, and often sooner than that.
Creative Tools customers – who purchased new 3D printers from us – were offered service agreements for the product. Service agreements are being phased out and can not be renewed. Customers with active service agreements will be given priority according to the agreement terms stated on the agreement enclosed with the 3D printer.
We will provide free advice to familiarise you with various kinds of computer graphics software and their potential uses. If you turn to us as a sounding board and describe your objectives, we will be better positioned to suggest tools that are most appropriate in your particular case. Feel free to contact us for information about our advisory services.
Try to include the following information in your question. That will facilitate our services and allow us to answer you quickly.
A detailed presentation of your question
When does the defect manifest? Does it recur several times?
What software and version you are using?
What is the name of any service packs you have installed for the software?
What is the name, version and service packa of the operating system you are using (Linux, Mac OS, Windows)?
Attach screenshots of the interface of the software with any instructions and error messages
If you can, attach files related to the problem, such as a 3D graphics file, including textures
Avoid attaching files larger than 8 MB to an email. Use Dropbox or another file sharing service in such cases. We recommend Flickr for sending multiple screenshots.
It is of the utmost importance that you pack your equipment securely before transporting it. Whenever possible, use theoriginal container that you received the product in. When choosinganother container, you should send photos of your method to ourhelpdesk in advance.
If you are sending a 3D printer, it is extra important that you fasten the axles with several strong straps or wind the cord a number of times so they stay in place during transport. Customers frequently send equipment for maintenance or warranted repair in such a manner that it is completely broken upon arrival. Sometimes there is no way to put it back together again.
It is your responsibility to pack the product correctly. We do not provide compensation for goods that are damaged during transport due to poor packaging or insufficient fastening of moveable parts.
Make sure to contact our helpdesk before sending a product if you are uncertain about how to pack it.
Feel free to call +46 (0)35-77 77 880 with your question instead and we will assist you in creating a helpdesk support matter.