Customer Support Services

What is our main mission? We’re here for you, any time

Where? Our experts are located around the globe, ready to provide support anywhere you need them

How? We have a customer-centric approach, eager to meet your design and production challenges

Our primary goal is to optimize the quality of your parts and  maximize the throughput of your printer. Our customer support professionals develop smart solutions for your specific applications, strengthening your production and meeting rigorous quality requirements.

Our objective is to maintain a well-trained Field Service Engineer team that is available any time in your country.

The four pillars of our customer support services:

  • Training: Optimize workflow and machine functionality by developing your own competencies through in-depth training and guidance, including specific materials trainings (resins and powders).
  • Hotline/ Having trouble ? Our highly skilled engineers are ready to assist you anytime, anywhere.
  • « Premium » technical support: We provide premium support and advice for critical applications and manufacturing challenges with our experts and Field Service Engineers.
  • On-site technical support :  Receive service and preventive maintenance visits by our multi-lingual Field Service Engineers located in your country. 
years
27
experience in customer support
training modules

CUSTOMER TRAINING PROGRAM

TRAINING: OptimiZing system use – developing your skills – becoming autonomous

Prodways, a certified* training provider, helps you constantly develop your skills, teaching you how to optimize machine productivity and offering additional training modules and CPD (continuing professional development) for maximum efficiency. Our knowledge of your industrial restrictions, combined with our expertise in additive manufacturing and our in-depth knowledge of materials, enables us to offer specific training modules in line with your needs and applications. The training modules ensure that your operators are properly trained and operating with peak efficiency. Training takes place in our training centers in Paris, France and in Minneapolis or Austin, USA.

TRAINING CENTER: AN ENVIRONMENT DEDICATED TO OUR CLIENTS 

  • access to the showroom and Tech Center
  • access to the center for peak reduction and manufacturing demonstration parts
  • meeting with our post-treatment experts and specialists
  • demonstrations and lessons carried out directly on the printers
  • discovering the different technologies access to onboard systems (software etc.)
  • meeting our teams to create a genuine partnership to make communication faster and easier.

Prodways is also committed to providing the necessary technical knowledge for operators to work on the printers while applying best practices and rules for safety.

CUSTOMIZED TRAINING FOR OPERATORS: THREE levels of accreditation We provide basic training modules and additional specific training

Training is tailor-made to optimize your applications and control the entire production chain as well as to optimize all of your company’s workflow systems. Some modules are provided by our expert partners (onboard systems, etc.) For further information on our three basic formulas:

Level 1 – Standard Operations: this basic module involves knowing how to launch productions autonomously, handle materials safely and take initial corrective action.

  • Handling, material safety sheet, storage of consumables
  • Learn to operate the systems
  • Prepare for the manufacturing of parts (STL files)
  • Launch production of parts
  • Remove and clean parts
  • Learn about the main components: electronic circuit boards, motors, mechanical axis, pulleys, sensors, indicator lights etc.
  • Know how to provide initial diagnostic information to the support Hotline
  • Take simple corrective action.

Level 2 – Advances Operations: this second module teaches you how to increase yield autonomously without reducing quality requirements

  • Learn how to optimize production
  • Optimize manufacturing with regard to productivity and quality
  • Identify and modify settings depending on the production type

Level 3 – Advanced Maintenance: this module enables you to diagnose incidents and replace parts by yourself. It is aimed at maintenance technicians/engineers or qualified operators.

  • Identify defects and incidents without additional support
  • Know what relevant tests you can perform for a diagnosis
  • Carry out work on the hardware: settings, adjustments and changing parts using your stock.

 

* legal information: training provider registered under number 11 75 53002 75 with the Prefect of the Ile-de-France region.

HOTLINE: Assistance tools built into our PRINTERS and a team of experts are available to you at any time, wherever you are

Diagnostic assistance: onboard 24/7 tools and software

  • Tools built into the systems for real time visualization of the condition and functions of the printer
  • Creation of “logs” recording the printer’s operation

Hot Line: a team of experts at your service, reserved for owners of Prodways machines

  • Dedicated telephone line available from Monday-Friday, 9.00 a.m. to 6.00 p.m.
  • With your approval, your machine will be controlled remotely so as to identify and resolve the incident without having to go to your site
  • An immediate response to your situation, in line with your specifications
  • On-site support immediately triggered by the Hotline, if needed to minimize equipment downtime
  • We provide you with the flexibility to temporarily entrust us with part of your production at our Parts Design & Production Center in France or the USA in order to guarantee your production level is still met during equipment downtime

HOW TO CONTACT US IN CASE OF AN INCIDENT

If you own or operate a piece of Prodways equipment or need a repair, click on the Hotline button or contact us Monday-Friday between 9.00 a.m. and 6.00 p.m.

Please note: this number is strictly for users of Prodways printers only (otherwise please contact us via the Contact us box):

  • Europe, Middle East, Asia and Africa : +33 (0) 130 229 388

Opening hours: 9.00 a.m. – 6.00 p.m. (UTC/GMT time + 1hr)

  • North America: +1 763 270 0418

Opening hours: 9.00 a.m. – 6.00 p.m. (CDT time = UTC time – 5 hours)

ON-SITE ASSISTANCE: Repairs, maintenance and preventive maintenance are performed by our Field Service Engineers located near you

wARRANTY PROGRAM

Prodways printers include a one-year warranty. Following the warranty period, extended service contracts are available, giving you the confidence that your 3D printing systems will continue to deliver top performance. Warranty extension programs are also available with a selection of maintenance contracts from standard to premium services, depending on the magnitude of your manufacturing operation.

A TEAM OF EXPERT MULTILINGUAL TECHNICIANS AND ENGINEERS THAT ARE AWARE OF THE CONSTRAINTS OF YOUR TRADE

Maintenance, repairs and preventive maintenance of your equipment

  • “A la carte” intervention program depending on the maintenance contract taken out on the purchase of your printer
  • Verification of the settings and configuration of the hardware and software systems
  • Verification of the mechanical aspects
  • Verification of the material resources and settings
  • Replacement of spare parts and configuration of machines.

PREMIUM SERVICES

Premium Support: the “Experts +” program

Privileged support is provided in the “Experts +” program, because your production conditions are critical with an expectation of high profitability and continuous operation of your machines.

 

Immediate search for solutions to the most complex problems

Our engineers have direct access to R&D and expert resources from our Tech Center to find immediate solutions to rare defects, with our focus on optimizing production and use of materials. You will benefit from privileged support from the Tech Center and its resources.

 

Looking for solutions specific developments

If your needs change, new developments are studied by experts from our Tech Center to update systems and post-treatments, adapt them to your new production requirements and optimize the value of 3D printing for your company.

OUR TEAM

  • Philippe Barcet, based in Les Mureaux-France, is our Customer Support Director for Europe, Middle East, Asia and Africa
  • Chuck Kennedy, based in Minneapolis, is our Vice President of Customer Support, North America.

OUR EXPERT ACCOMPANY YOU

Chuck, Prodways America, is an expert in rapid diagnosis of the incident

Damien, trilingual, is there for our clients in Asia over 200 days per year

Thorsten, based in Germany, travels around all of the German-speaking areas

Gabriel, at the Tech Center in France, intervenes daily to help you optimise the operation of your machine

Daniel, expert engineer for 25 years, optimises our production

Faq printers & materials

Prodways Group is a subsidiary of Groupe Gorgé, born from the acquisition of Phidias (renamed Prodways) in 2013. Gorgé Group is a high-tech industrial group listed on Euronext Paris, employing 1400 persons worldwide. The group designs high-tech systems (in particular drones, robots and 3D printers) for the most demanding sectors (aerospace, medical, defence, oil & gas, energy).

In the spring of 2013, Raphaël Gorgé, Chairman and CEO of the Gorgé group was introduced to André-Luc Allanic PhD by the French government, wishing to keep home-grown, domestic industrial pioneers in this emerging market from leaving the country.  Gorgé group, a family-owned French industrial group, already defined by a culture of high-tech innovation and well-positioned on the international market, seemed the perfect choice to André-Luc Allanic, PhD. Raphaël Gorgé very quickly grasped the significance of the leap forward that is MOVINGLight® technology, delivered by Mr Allanic’s 3D Printers, and the muscle he could put behind it. In addition to their shared passion for scientific research and technology – Mr Allanic is a PhD in chemistry and Mr Gorgé, a chemical engineer – the two men share the same vision and ambition in 3D Printing. Thus began Prodways.

Prodways relies on a strong distribution network to sell its products. However, some key accounts requiring special R&D developments can be taken into account directly.

The advantages are numerous: Saving time: Tens or hundreds of parts in a few days. Profitability: No tooling costs Flexibility: the possibility to change the product without any additional costs Ideal for personalised or limited production products. Possibility to personalise each product or change the design without any additional costs Just In Time production: delivery in a few days, no stock

Speedy production: manufacture large quantities of parts in a short time Profitability: no additional tooling costs Flexibility: ability to upgrade the product without incurring additional cost Ideal for individualized products or limited runs Possibility to customize each product or to change the design without additional cost Produce products as needed: quick delivery with no need for large stock volume. We talk about rapid, additive or e-manufacturing when we produce series parts directly without using tooling. For this, we use 3D Printing methods but in series production conditions (traceability, repeatability, new materials).

MOVINGLight® is a disruptive technology based on a moving DLP® and powerful UVA LEDs resulting in two major competitive advantages for industrial and biomedical additive manufacturing applications: unparalleled quality of the parts produced and distinctly improved profitability.

• MOVINGLight® can produce the most detailed parts on the market at high throughput: hundreds of small parts in just few hours at a resolution of less than 40 .mu.m – Unequaled resolution, hundreds of millions of pixels per layer – High precision in all three dimensions (vertical AND horizontal) – Capable of producing very large parts while retaining the same precision required for intricate and exacting parts such as those used in biomedical applications • Technology permitting the use and development of premium innovative composite and hybrid materials with impressive mechanical, physical, esthetic properties, as well as biocompatible materials for a wide variety of medical applications. • Significantly improved profitability due to its incredible speed and considerable reductions in production costs: – Up to 10 times faster than market standards – Technology allowing for unequaled production volumes – Superior surface quality requiring minimal finishing – Low operating costs due to minimal wear-and-tear on parts – LED light source is more economical to operate and replace than a laser

We are open to partnerships with our customers to develop an optimal ProMaker-PLASTCure solution for their applications. We are also open to signing partnership agreements to bring more value to our customers.

Manufacturing time depends on a lot of parameters such as the material used, layer thickness, polymerization speed, number of heads and so on…. In order to estimate the manufacturing time of your parts, please send us your STL file so that we can estimate the production time with direct simulations on our ProMaker machines.

Max 72 mm/h in Z with 40 microns pixel with layer of 100 microns. We can polymerize almost 3.5L of materials per hour.

To properly understand this question, we must separate ‘precision’ from ‘resolution’; Regarding precision: recent customer case studies estimate that the precision of a ProMaker machine is about 0.1% tolerances on the 3 axes. ProMaker machines are among the best in the market in terms of native resolution, with 30 to 42 native microns without interpolation.

Prodways announced a major partnership agreement with Hunan Farsoon Tech Ltd regarding selective laser sintering technologies for plastic and metal powders in order to propose a true alternative to the current market offering. Prodways develops a range of plastic and metal printers under the “Prodways powered by Farsoon” line, based on the current range of Farsoon’s machines. Prodways will market these 3D printers worldwide, together with related materials. These world-class machines will enable Prodways to compete with the market players, becoming the only non-American company to offer a wide range of technologies using plastic and metal powders and liquid resins.

The partnership signed between Prodways and Hunan Farsoon is not a reseller agreement, but an OEM agreement by which R&D resources from both companies will be associated – Farsoon’s R&D expertise in laser sintering, and Prodways’ competencies coming from the acquisition of Norge in 2015. Combining the 2 companies’ R&D resources creates a very powerful research entity, allowing us to develop selective laser sintering printers using plastic and metal powders. These are marketed by Prodways worldwide under the “Prodways powered by Farsoon” brand. A dedicated assembly line for these new machines is installed in Prodways’ site in Les Mureaux (France). Hunan Farsoon benefits from the global coverage provided by Prodways. Prodways brings a well-known brand and has a very extensive network of dealers and service providers, which allows innovative solutions based on Farsoon’s technologies to be proposed to industrial customers worldwide.

You can find all available materials on our Materials datasheet.

Some materials are produced by our R&D department at Prodways Materials (based on the strong experience of DeltaMed GmbH, affiliate of Prodways Group). Our partners, who have worked in the additive manufacturing industry for years, produce other materials.

Prodways supplies plastic and metal materials designed for the new selective laser sintering printers by “Prodways powered by Farsoon”. Some of these materials are supplied by Farsoon but we also develop other partnerships to develop new materials which add value for our customers. For our new selective laser sintering offering, we at Prodways have the same philosophy of maintaining a semi-open platform, as we have adopted for our MOVINGLight® technology.

Standard delivery time is approximately 3 months. However, some of our best-selling ProMakers may be in-stock and available more quickly.

Standard delivery time is 6 weeks. However, some of our PLASTCure materials may be in-stock and available more quickly.

With the purchase of a ProMaker, you’re also accessing our expert customer support service to help assist you through every step of your ProMaker set up, and continuing support to maximize its uptime.

Prodways provides a large distribution network covering France, North Africa, Germany, Austria, Italy, North America, Romania, East Europe, UK, Ireland, South Korea & Netherlands… Prodways currently has many active distribution agreements. There is no exclusivity and they are committed to at least having a showroom displaying our ProMaker, as well as a dedicated sales & service team. Prodways’ objective is to have a presence that covers all countries with a substantial additive manufacturing market. In February 2015, Prodways made a major step in its expansion with the opening of a fully-owned subsidiary based in Minneapolis, MN, USA.

We are currently covering all industrial markets, including biomedical, dental, aerospace, automotive, jewelry and more. We are also constantly developing new premium materials with mechanical properties that will open a new range of possibilities for new industrial applications.

Indeed, we can propose leasing solutions to give you access to the high productivity and resolution of our ProMaker range. Please contact us

Speedy production: manufacture large quantities of parts in a short time Profitability: no additional tooling costs Flexibility: ability to upgrade the product without incurring additional cost Ideal for individualized products or limited runs Possibility to customize each product or to change the design without additional cost Produce products as needed: quick delivery with no need for large stock volume

Due to our focus on the development of Additive Manufacturing, we have a large production facility including 5 stereolithography machines, 8 sintering machines, 6 metal fusion machines, with eight materials currently available.

3D printing has evolved to allow for Rapid Manufacturing with new materials being developed to best meet the needs of this trend, such as polyamide reinforced carbon or various fire resistant materials.

We can digitalized parts up to several meters length, thanks to photogrammetry. Additionally, we are capable of scanning very small parts (10mm) with great precision.

Formats we can work with: Neutral: STL, IGES, STEP Natives: PRO/E or CATIA V4 or V5 Format used for production is .STL To inquire about the use of other file types, please contact us. If you have only a 2D plan, contact us for a quotation, as we can facilitate 3D modeling if needed.

Parts built using stereolithography typically have very good surface finish and excellent dimensional accuracy, however the resins used can result in brittle parts.

Parts built using Fused Deposition Modeling have high geometrical stability which minimizes the risk of deformation. FDM® technology is especially good for large parts and tense surface. It is possible to produce a several individual components of a part that can be glued together after production with an epoxy adhesive.

The term “HD sintering” refers to high-definition technology featured in more precise printers, specially designed to produce small parts. HD sintering allows for layers of 0.06 mm (60 microns) and walls just 0.4 mm thick!

Surface finishing can be applied to any kind of prototype or piece after 3D printing: Stereolithography, powder sintering, fused deposition modeling, vacuum casting, etc…

Any kind of finishing is possible following your needs: • Simple sail painting (F1) • Priming (F2) • Priming paint + sanding + painting (F3) • Satin paint or matt, grained • Metal plating (electroplating), screen printing, transfer, varnish, impregnation…

3D printing metal or Direct Metal Laser Sintering enables direct manufacture of parts or mold cavities. It is particularly well-suited to the production of highly complex parts of small size. Because parts are manufactured layer-by-layer, the complexity of a part is not problematic. It is therefore possible to produce parts which are not feasible with other production methods.

Faq design & production center

For 3D printing: a 3D file, preferably in STL format (or a drawing or dimensioned sketch), the amount of parts and type of finish required; if you know what technology and material you desire, please provide that information. If not provide specific characteristics such as thermal, mechanical and dimensional specifications as well as the final use of the part. For the 3D scan: send us the object to be scanned or at least photographs taken from different angles as well as the dimensions (x, y, z). For price requests for tooling and injection moulding: STEP or IGES files, service life required for tooling, material to be injected, type of mould (pre-production, serial production, prototype), the need for an inspection report, finishing of the parts (superfinishing, demoulding polishing).

Quotes for 3D printing will generally be sent to you in a matter of hours. For more challenging projects, you should allow up to 3 days. Quotes for Direct Metal Laser Sintering (DMLS®) and Casting will be sent within 5 days. You will generally receive quotes for Engineering, 3D scanning, Casting and Tooling within 2 weeks.

We do not divulge confidential information regarding projects from its current or potential clients. You can of course send us a confidentiality agreement to sign.

Yes, our Parts Design & Production Center obtained EN ISO 9001:2000 certification in December 2008.

We use PRO/Engineer, Catia, SolidEdge and Pro Mechanica

We handle the mechanical design of your project and calls on partners for the electronic design.

We has focused on developing Additive Manufacturing and we have a significant machine park: 5 stereolithography machines, 8 sintering machines including two 700 x 380 x 580mm P730 machines, 6 metal laser sintering machines with 8 types of material available.

We develop over 150 products per year. We manage projects that can take only a few days to ones that take several months. (capacity exceeding 1000 hours of development).

Yes, there are several ways to do this: Rapid prototyping through 3D printing, simulation (calculations), risk analysis (for example: AMDEC).

On smaller parts using the GOM® Small Objects module, we can reach accuracy to the nearest +/-0.01mm. On the other hand, with a 20m-long wind turbine rotor, we can reach accuracy to the nearest +/-0.6mm. Here is a table summarising the tolerances to be obtained: ATOS® TABLE Typical uncertainty and size of associated objects

We have a very accurate optical system for digitalizing. GOM’s ATOS® scanner is particularly suitable for fragile or soft parts as it works by projecting light fringes. If your part is too fragile or large to send to us, or if it is being used for production, we can also come to you and scan at your site.

We can digitalize parts measuring 10mm thanks to the Small Objects module and also models measuring several metres in length by using photogrammetry.

We provide you with an inspection report including a 3D colour cartography with the discrepancies, screenshots in PDF format as well as a 3D visualisation and measuring software. In this way it is possible to easily create sections and dimensions and to accurately and fully check the discrepancies of the digitalized geometry. The inspection is performed on the entire part and focuses on both geometry and dimensions. It brings to attention any faults linked to plastic injection moulding (shrinkage, deformation, burring etc.) The inspection report is analysed immediately and is easily readable, even by those who are not experts.

The creation of a 3D file, direct machining of a copy of your model, digital archiving, dimensional inspection, the completion of a cartography of the discrepancies between the real part and the theoretical file.

No, a complex 3D form cannot be recreated from photographs. The 3D model needs to be made in CAD.

For fragile parts, the Atos scanner enables contactless 3D digitalization.

The file formats we can use are: neutral: STL, IGES, STEP native: PRO/E or CATIA V4 or V5. The file format used for manufacturing is .STL For any other type of file, please contact us. If you only have 2D design, please contact us for a quote. We can also do 3D modelling if necessary.

Our technical sales team is here to help you. We advise you on the best process and material according to your end requirements (assembly or aesthetic approval, functional tests); the quantity of parts to be made, and any other requirements.

To optimise the quality of your parts, you can avoid triangulation by generating your STL file with the smallest chord height possible. If the value is too small in relation to the size of the part, the software gives you the minimal value.

We consider that the tolerances that can be obtained through 3D printing are included in the reduced tolerance class of standard NFT 58-000. See table below. DOWNLOAD STANDARD NFT 58000 DOWNLOAD the table of 3D printing tolerances

It is used as a: model for silicon moulds / prototype part to validate dimensions / decorative part / starting point for chrome plating.

Very good surface condition and excellent dimensional accuracy. However, resin prototypes are relatively fragile.

Average lead time: 3 days Process: Stage 1: Machine manufacturing Stage 2: Cleaning Stage 3: Delivery using express carrier. Possibility to shorten the lead time to 2 days depending on the case.

Minimum wall thickness: 0.6mm Layer thickness: 0.15mm. Feasibility to be determined on a case-by-case basis. DOWNLOAD the table of 3D printing tolerances

Very high geometric stability that avoids the risks of deformation. Used above all with large parts and those with stretched surfaces. A part can be made in several elements post glued using epoxy adhesive.

Yes, the material is exactly the same but the ABS® wires that are melted and deposited in layers make parts that are more fragile than when using injection.

The lead times are variable and directly proportional to the size of the parts: ranging between 1 and 10 days.

DOWNLOAD the comparison table for the list of technologies and materials available.

DOWNLOAD the comparison table for the list of technologies and materials available.

A more accurate machine for smaller parts. High definition with 0.06 mm layers (60 microns) and wall thicknesses of 0.4 mm are possible!

Average lead time: 3 days Process: Stage 1: Machine manufacturing Stage 2: Parts cooling Stage 3: Cleaning and sand-blasting Stage 4: Delivery using express carrier. Possibility to shorten the lead time to 2 days depending on the case.

Minimum wall thickness: 0.8mm or 0.4mm in HD Layer thickness: 0.15mm to 0.06mm. Feasibility to be determined on a case-by-case basis.

Between 20 and 30 parts. However, some more aggressive transparent or filled materials often lead to premature damage of the silicon mould.

PU, elastomers and silicones. DOWNLOAD the list of materials available.

To obtain parts that are: coloured / transparent / shock resistant / heat resistant / multi material / with overmoulding of inserts, etc. Small batch production is of course cheaper (approx. 20 parts / mould)

Yes, priming is absolutely necessary as it minimises scratches and imperfections of the master model and avoids reproducing them on the casted parts.

Average lead time: 2 weeks. Process: Stage 1: Stereolithographed master model Stage 2: Priming Stage 3: Manufacturing of the silicon mould Stage 4: Casting of the first parts Stage 5: Deburring Stage 6: Painting

Finishings can be applied to any type of 3D printed prototype or part: Stereolithography, Selective Laser Sintering, FDM®, casted parts etc.

All types of finishings are possible depending on the requirements: Single coat of paint (F1) Priming (F2) Priming + polishing + painting (F3) Satin or matt paint, grainy Metallization (electroplating, screen printing, transfer, varnish, impregnation etc.) See our Finishings page

Up to approximately 120° C Paint’s main component : Polyurethane

3D printing in metal or DMLS® enables parts or mould imprints to be directly manufactured. It is particularly suitable for small and very complex parts. Given that the part is made layer by layer, its complexity does not pose a problem. It is therefore possible to produce parts that cannot otherwise be made.

We used to have a machine EOSint M250 – the early generation of DMLS®. At the time, the bonding agent was lasered to the base material which caused a degree of porosity. Now that we have bought new generations of machines (EOSint M270/280/290), sintering is total and provides a density of 99.99%.

We have several materials to meet your different needs: Stainless steel 15-5PH (EOS® PH1) Stainless steel 316L Maraging steel 1.2709 (EOS® MS1) Cobalt Chrome (EOS® CC MP1) Titanium Ti64 Inconel® 718 / 625 Hastalloy X Aluminium AlSi10Mg For the applications and features for each material, please see the attached table. DOWNLOAD THE DOCUMENT > DMLS®: metal comparison

Tolerances can reach 0.05mm depending on the geometry of the part.

1) Walls thinner than 0.5mm must be avoided. 2) We need supports to manufacture the part that can then be machined. A limit of the process would be the inability to remove the supports. 3) The quality/price ratio is not interesting beyond a certain volume.

All plastic materials: POM, PA, filled PA, PC, PMMA etc. All copper and aluminium alloys All steel types We have a full machining workshop

Casting made by plaster mould from an SLA® model. We can carry out re-machining on request. Metals casted : Aluminium and Zamak alloys. 

There are several solutions to best meet your requirements: Moulds with direct metal laser sintering dies Aluminium mould Pre-treated steel mould Prototype mould Pre-production mould Production mould We provide you with different solutions depending especially on the quantity of parts to be made and the expected quality.

We can carry out the injection moulding of your parts between 100 and 50,000 parts on average, depending on the type of tooling, geometry of the part and the material injected.

For more information about our Customer Support Services, please contact :
- For Europe, Middle East, Asia and Africa: Customer Support Director, Philippe Barcet: contact@prodways.com
- For Americas: Vice President of Customer Support, North America, Chuck Kennedy: supportUS@prodways.com