I wasn't "hoping" the CAD package I use was compatible, it was advertised on their site as such! And I did end up sending Gerber files - which I have no problem with.
Also, interestingly, just got a response email from the one I sent 2.5 weeks ago - so someone from Macrofab is seeing this.
Hi Meshtron, you are correct! We do try to keep on top of what's going on out in the world and use posts and threads like this to better understand where we can improve and provide feedback to the team. I am a founder here at MacroFab (Chris), and I lead our product and support teams.
Not getting a rapid response to your questions was unacceptable, we focus on an exceptional support experience, and you didn't get that experience. That was a failure on our part, and one for which I am responsible. I reviewed our workflows with our support team and we have corrected the issue that resulted in you not getting a response immediately. I know that this doesn't make up for the fact that it happened, but I hope that you will give our team another chance.
We do advertise supporting KiCad and we work directly with the KiCad team to resolve issues when they come up. The interim builds often cause issues for our parsers. We have identified the issue in the version you used and have opened a ticket with the KiCad team to assist us in resolving the issue, hopefully we can get their feedback and implement any needed changes quickly.
A couple of things I'd like to answer from the thread:
We don't offer purple soldermask or silkscreen. We have a wide variety of color options available, but purple is not one of them (our default is red). Right now, you can access the soldermask colors by clicking the "Specifications" button on the Design tab. We are releasing an update to that interface in the next few weeks that will make specifications more front-and-center, and easier to use.
We currently source PCBs from the US, Brazil, Colombia, Taiwan, and China. The bulk of our PCBs come from Taiwan. US is always used for our fast-turn (10-day) service, ITAR orders, and when our production customers request it. China is often used for high-volume orders where price is a driving concern, or low-cost tiers. For all others, the platform dynamically chooses source based on best possible outcomes given specifications, lead time, and transit concerns.
You're right that we're more expensive than PCBWay and JLCPCB, there are a number of great points brought up in the thread, but I'd like to add a few additional points for consideration:
1. We're a contract manufacturer. PCBs, for us, are a thing we have to buy. Like other materials, we have costs associated with them and we necessarily have to sell them at a higher cost than we pay.
2. JLC and PCBWay are both vertically integrated fabrication and manufacturing companies. JLC is also a large distributor in China, (LCSC and JLC are the same company) providing even greater levels of vertical integration and the ability to offer some services at a lower margin than their competitors can, as these services and products are all in-house.
3. Electronics materials prices are highly subsidized in China, both to originally create a market dominant position and to maintain it in a go-forward motion. I can't say whether or not JLC/PCBWay benefit from these specifically, but it is a thing which comes into play in securing production runs in China vs other regions.
4. Labor and material costs are significant driving factors in US PCB production, this is true - environmental controls are also a major cost consideration, as are capital costs on new facility spinups. Construction is expensive, and even though a small amount of subsidies have been created recently for construction of new PCB fabrication plants in the US, the bulk of that capacity has/will go to defense industry where the profits are higher and the demand is guaranteed.
I'm happy to answer any questions you may have, or take any additional feedback that we can use to improve our product and service offerings!
Thanks,
Chris