Black Friday order, stuck in customs, Fedex problems, support overwhelmed???  

Black Friday order, stuck in customs, Fedex problems, support overwhelmed???

I placed an order during the Black Friday sale, and there was some verbiage to the effect of "we partnered with so-and-so to make international delivery super easy, barely an inconvenience". I got an XL with 5 toolheads and a few other things, and threw in some T-shirt merch because "why not" and they looked cool. It was a large sum of money. It's being shipped to the USA.

First problem is that apparently, since the days of yore when clothing was not manufactured garbage, it was a complicated item subject to tarrifs and duties and imports etc, and nowadays it's a highly audited section of international trade. As you can tell by my expertise on the matter, my shipment was stopped so Fedex could ask me what the 2 t shirts in my order were made out of. Several days after the shipment was supposed to be delivered. This is very irrititating because I sincerely doubt that I'm the first person in the USA to order a T-Shirt, and Prusa supposedly went out of their way to partner with a company that knew international logistics, and the problem is super easy to prevent. Copilot, Microsoft's AI, was immediately able to shed light on this subject and explain what was going on. Therefore, if some dumb chatbot can do it, I'd expect an international logistics company to be able to fill out a form correctly. It's literally just add the characters "100% cotton" and if it's knit or woven into the name of the item. That's all that has to be done.

The fact that Fedex ALSO asked for Prusa's legal name, address, and other identiy info could be on Prusa, or the logistics company, idk who's to blame on that one, but it seems to me that's a n00b mistake. Maybe it was provided, but not all on the same form? idk. This is eyebrow raising, for sho.

We're not done yet kiddos, because today's plot twist just dropped. Now all of a sudden, I'm a "commercial importer" or something because I had a large dollar amount order from abroad. 2 weeks into the order, almost a week after it was supposed to be delivered, and 2 days after Fedex first reached out, all of a sudden I'm being told to fill out some form on Docusign. No clue what the form is, and the Fedex guy speaks in corpo copypasta (aka form emails), so there's no telling if it's true, relevent, or anything. All the websites that come back for a search for the form os "OH LOOK YOU CAN'T PASTE INTO THIS FORUM TEXT BOX" look like skeezy AI generated sites. From reading a few that look skeezy but might be legit, apparently if you cross the $2500 threshold, you have to fill out the form, and is a USA import thing. Which, I guess, is fine, except NO ONE EVER SAID A WORD ABOUT IT at any point in the process. This is obviously a well known process to those who know, like Prusa and the 3rd party logistics company, and probably even Fedex. CBP 5106 is the form number.

This is not my first order with Prusa, but it is the biggest.

I'm posting on the forum because the email address is basically unresponsive (might get a response 3 days later), and like someone else noted, there is no working chat, despite the fact that it's advertised. Which I can't link to, because for some reason I CAN'T PASTE INTO THIS TEXT BOX.

I am mildly pissed off. I wasn't in a hurry to receive this, but I was excited for it, and based on the literature, it was supposed to be easy-peasy and 5 - 6 days of shipping time. If I had some way to get in touch with Prusa, I would just work through the issue, so here's hoping someone is watching the forum. Most of my agitation is due Prusa being inaccessible in a reasonable amount of time, not the Fedex shenanigans.

I use Firefox based browsers and a host of security extensions, and a VPN. No, I'm not turning any of that off to get ITDs on my PC.