After-sales support - Beware
I have had most every Prusa printer model since the release of the MK2. I currently have several Prusa printers and from the time they have been bought they have performed flawlessly. As such I have never needed any type of support from Prusa. I have over the years worked with other people that on occasion did require support and each time the support was flawless. However, this no longer seems to be the case.
The beginning of March I ordered a Core One conversion kit for one of my MK4S printers. From experience I know that Prusa's estimated availability/delivery dates are optimistic at best. So not receiving the kit till last week was not unexpected.
I started on the upgrade this past weekend and ran into an issue. Both linear holders were missing. Other than a delay of a few days waiting for the replacements I didn't think of it as a big deal. I immediately contacted support through chat and was told the following:
"Our quality team will quickly check the case and we will email you about the replacements."
I have now contacted support 2 more times and received the same canned response. I also emailed support and have not gotten a reply back.
It's obvious that I am not going to be sent the replacement parts and the kit is useless without the holders. The only option I have now is to restore the MK4S back to its original state and eat the cost of the conversion kit. Oh well, it is what it is. Life's too short to worry about the money wasted on the conversion kit. I will make sure that the MK4S as well as the other Prusa printers I have are in like new condition and donate all of them to schools and purchase some printers from a manufacturer that actually has a minimum level of support.
RE: After-sales support - Beware
Sorry to read about that disappointing support experience. Did you try the online support chat? Most users seem to agree that it is a much more effective way to receive support than the email channel. Even if it entails waiting online for a while, it will put you in touch with an actual human support person. (Not defending Prusa here -- if they offer support via email, they should make sure it works!)
The "linear holders" are the metal brackets which attach the linear rail to the Y bearing blocks, right? Not sure how things are packed in the conversion kit, but for the full kit I seem to remember that the brackets were well-hidden in the packaging -- inserted into slits in the foam padding. I assume you have already triple-checked the box contents?
RE: After-sales support - Beware
Hi
All 3 identical replies I received were from the online chat. The 2 slots in the foam piece contained no parts. My wife and I both have gone through all the boxes and foam pieces multiple times. I realize that I'm fortunate in that the money spent on the conversion kit won't be missed. But regardless of the amount of money it is not acceptable to be ignored when what was sent is basically faulty.
RE: After-sales support - Beware
I had a similar experience with a faulty satin powder-coated build plate. After only one use, the powder-coating was falling off in places. I only used Prusament PETG. Long story short, contacted support over chat, sent photos, was told it will be forward to the QA team. That was 2 weeks ago. After follow-up emails... nothing.
RE: After-sales support - Beware
I received an email from DHL indicating a package is being shipped to me from Prusa. I still have not had any communication with Prusa so hopefully it will be the missing linear holders.
RE: After-sales support - Beware
I had the opposite experiences. While assembling my kit one of the Y linear bearings was defective. I opened a chat and explained the situation, they asked for a video and a couple of other questions which I answered. The tracking number for the replacement was made that afternoon and it shipped the next day.
RE: After-sales support - Beware
I received the linear holders on Aug 06. Prusa never did contact me stating the holders had been shipped. When I got to step 64 I found the LED strut was also missing. It should have been in the same piece of foam as the linear holders.
I contacted Prusa though the chat on Aug 08 and had to send pictures of the boxes and foam. I was told someone would contact me about shipping the missing strut. Yesterday, Aug 14, I received an email from Prusa with a picture of the foam that should have contained the strut. No word on the strut being shipped.
So after 4-1/2 months of waiting for the Core One kit everything has been in pieces for 3 weeks now because of the missing parts.