Canceled Prusa Mini order - no refund, no contact...
 
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MTec_Products
(@mtec_products)
Active Member
Canceled Prusa Mini order - no refund, no contact...

My story in short - I preordered Prusa mini, was tired waiting for it and canceled my order. I was told it takes 2 weeks for the refund to be cleared. After a month I still got nothing. I asked Prusa team twice (by email and contact form) where is my money as they claim has been refunded. No hearing from them for another 2 weeks. So now I am here...

This is how scammers work, not a reputable brand.

Posted : 07/03/2020 9:34 am
JoanTabb
(@joantabb)
Veteran Member Moderator
RE: Canceled Prusa Mini order - no refund, no contact...

Hi Janusz. 
Have you tried eChat, on the prusa shop page?
they are very busy so you may have to wait a while. but I find them Very helpful!
https://shop.prusa3d.com/en/

regards Joan

I try to make safe suggestions,You should understand the context and ensure you are happy that they are safe before attempting to apply my suggestions, what you do, is YOUR responsibility. Location Halifax UK

Posted : 07/03/2020 3:01 pm
MTec_Products
(@mtec_products)
Active Member
Topic starter answered:
RE: Canceled Prusa Mini order - no refund, no contact...

Hello

I had no luck chatting and all I got is a reply saying the payment has been refunded. The problem is nothing showed up on my back account. Another week passes as I keep asking for a bank transfer confirmation from Prusa, hence my post above.

Posted : 07/03/2020 4:35 pm
Clemens M.
(@clemens-m)
Noble Member
RE: Canceled Prusa Mini order - no refund, no contact...

Believe it or not - that is not the normal behaviour of Prusa - I did lots of orders with them and it was always as you expect it - there was never a moment where they took only my money and I didn´t get my parts, refund, whatever!

Best regards, Clemens

Mini, i3 MK2.5S, i3 MK4, CClone (Eigenbau)

Posted : 07/03/2020 7:49 pm
MTec_Products
(@mtec_products)
Active Member
Topic starter answered:
RE: Canceled Prusa Mini order - no refund, no contact...
Posted by: @clemens-m

Believe it or not - that is not the normal behaviour of Prusa - I did lots of orders with them and it was always as you expect it - there was never a moment where they took only my money and I didn´t get my parts, refund, whatever!

Best regards, Clemens

I am surprised as well. I always was happy with their support. Let's see what happens next week.

Posted : 07/03/2020 8:19 pm
ArmedLeftist
(@armedleftist)
Eminent Member
RE: Canceled Prusa Mini order - no refund, no contact...
Posted by: @janusz-z2

My story in short - I preordered Prusa mini, was tired waiting for it and canceled my order. I was told it takes 2 weeks for the refund to be cleared. After a month I still got nothing. I asked Prusa team twice (by email and contact form) where is my money as they claim has been refunded. No hearing from them for another 2 weeks. So now I am here...

This is how scammers work, not a reputable brand.

That must just be a “glitch in the system”. I too decided to cancel an order I had in for a mini (and decided just to go with a(n)) MK3S.  I don’t recall if I received a specific acknowledgment for the cancellation, but I did receive notice of refund within just a couple of days. Everything (!) about this company impresses me enormously so I would assume something just fell through the cracks (two “English” idioms in one short response, hope catch my drift (uhhh....three)). 😉

 

This post was modified 5 years ago by ArmedLeftist

Every man I meet is in some way my superior. --Ralph Waldo Emerson

Posted : 08/03/2020 3:52 pm
MTec_Products
(@mtec_products)
Active Member
Topic starter answered:
RE: Canceled Prusa Mini order - no refund, no contact...

@armedleftist
I also wanted to go with another MK3 or even two but this situation got me on hold. I did check my bank account like 5 times to make sure I did not make a false assumption.

Posted : 08/03/2020 6:56 pm
vintagepc
(@vintagepc)
Member
RE: Canceled Prusa Mini order - no refund, no contact...

For next time - you could have asked for  a credit slip to apply against the Mk3S order instead to avoid playing money ping-pong. Bit late now, of course. 🙂

Posted : 08/03/2020 9:25 pm
Crawlerin
(@crawlerin)
Prominent Member
RE: Canceled Prusa Mini order - no refund, no contact...

Did you pay by credit card? Aren't your money as a credit towards your card instead of being deposited to bank account? I do not know how your banking is set up, but check your CC statements.

Posted : 09/03/2020 1:19 am
MTec_Products
(@mtec_products)
Active Member
Topic starter answered:
RE: Canceled Prusa Mini order - no refund, no contact...
Posted by: @crawlerin

Did you pay by credit card? Aren't your money as a credit towards your card instead of being deposited to bank account? I do not know how your banking is set up, but check your CC statements.

Thanks but it was regular wire transfer from bank acc.

Posted : 09/03/2020 3:10 pm
MTec_Products
(@mtec_products)
Active Member
Topic starter answered:
RE: Canceled Prusa Mini order - no refund, no contact...

So today it took me almost an hour to get it sorted out via chat. I was told the financial department DID NOT process my refund, for some unknown reason. I got assured it will be fixed up ASAP.

Posted : 11/03/2020 7:24 pm
rmm200
(@rmm200)
Noble Member
RE: Canceled Prusa Mini order - no refund, no contact...

Let us know when you actually get credited.

For anyone else with significant problems - Chat is the way to go.

It may take a couple of trys, but they can get things done.

A lot better than an EMail that may not be looked at for weeks.

Posted : 11/03/2020 8:08 pm
Tom the Tomstar
(@tom-the-tomstar)
Honorable Member
RE: Canceled Prusa Mini order - no refund, no contact...
Posted by: @janusz-z2

This is how scammers work, not a reputable brand.

Always be careful with calling someone a thief. Even if angry or upset.

 

Posted : 11/03/2020 9:58 pm
MTec_Products
(@mtec_products)
Active Member
Topic starter answered:
RE: Canceled Prusa Mini order - no refund, no contact...

I was promised to get answer yesterday. Nothing happened to this moment.

Posted : 13/03/2020 10:42 pm
Tom the Tomstar
(@tom-the-tomstar)
Honorable Member
RE: Canceled Prusa Mini order - no refund, no contact...

I dont know hot the situation is in Prague, but here in Vienna everything is shutting down right now because of CORVID19. They told you theyfound the problem in THEIR financial department, so the problem is spotted.

Be patiend, its not the end of the world ; ))

Posted : 13/03/2020 10:46 pm
rmm200
(@rmm200)
Noble Member
RE: Canceled Prusa Mini order - no refund, no contact...

Yet.

Posted : 13/03/2020 10:47 pm
Tom the Tomstar
(@tom-the-tomstar)
Honorable Member
RE: Canceled Prusa Mini order - no refund, no contact...

You forgot the I.

Yeti, furry big guy from far north.

Posted : 13/03/2020 10:50 pm
MTec_Products
(@mtec_products)
Active Member
Topic starter answered:
RE: Canceled Prusa Mini order - no refund, no contact...

So finally I got money back today. As an apology I was gifted with a voucher so I am happy, I guess...

I recommend live chat to solve your ordering issues.

Posted : 19/03/2020 5:52 pm
rmm200
(@rmm200)
Noble Member
RE: Canceled Prusa Mini order - no refund, no contact...

Glad it is resolved!

Whatever other problems Prusa may have - they are not crooks.

And Chat is what I always recommend for problem resolution. They really are interested in helping.

Posted : 19/03/2020 6:01 pm
Matteo Cristini
(@matteo-cristini)
Reputable Member
RE: Canceled Prusa Mini order - no refund, no contact...
Posted by: @robert-rmm200

Glad it is resolved!

Whatever other problems Prusa may have - they are not crooks.

And Chat is what I always recommend for problem resolution. They really are interested in helping.

I can confirm both statements 🙂

Posted : 19/03/2020 6:18 pm
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