Customer treatment: The Prusa way
So i was in the market for a new 3D printer and i have this friend who recently bought a Core One and was so excited about it he recommended me to buy the same kit.
Due to tax regulations it was benificial for me to buy it through his company. I build it, and start using it. Apart from the fact that the side filament sensor stopped working after 2 months i was very happy with the printer.
But trying to solve that non-working sensor the problems started. I just wanted to buy a new sensor and reached out to Prusa. Never talked about warranty, just wanted my printer to work properly. If they consider it warranty (it is about 6-7 months old now) fine by me.
I was informed by Prusa i bought it through a reseller and they could not help me, only supply to the original buyer. My friend is no reseller, he just bought it for me, and it has been operating in my house ever since, but no: only to the reseller...
At first Prusa seem to be willing: just hand over the invoice, a statement from the buyer and everything else, and we will transfer the serial number to you, dear "highly appreciated customer". After providing everything they asked for we got the final answer:
"It is not possible to transfer the serial number to another user. All the replacements are being sent to the customer who reaches the chat/email and informs us of the serial number. It's being sent to that customer to his/her address directly. If XXX B.V. reaches us and provides the serial number - we will do service for him and send the parts to him. "
Talk about a shitty way to treat your customers...
So it is not possible? NO, it is perfectly possible, you are just not WILLING to transfer it.
What if my friend becomes no longer my friend? What if he leaves the country (which he does in 6 months)? What if he dies?
I am extremely dissapointed in Prusa, a company which is representing itself as customer friendly and open for discussion organisation. Well, you can take that statement off your website and hang it in the toilet .
So be aware of the following: Don't buy a Prusa product through someone else's company. Don't buy a Prusa product within warranty from somebody else, don't try to help someone out in buying a Prusa product for them even if you recommend it, Prusa will take a very big and smelly shit on you.
I was ready to invest in upgrading my Core One to a Core One+ with the multi-head functions but as i am simply just being treated as a fraud for Prusa i revoke this and start saving for another brand of printer, hopefully a company who does care for their customers.
RE:
Can you imagine why this happens?
The "XXX B.V." company is a reseller of Prusa and for this gets a share and there also will be a contract. Such (manufacturer-daler/reseller) contracts regularly stipulates the "role" of the reseller, what the reseller has to do after he sold a product. In case of Prusa it seems to be eg handling support, spare parts etc., even when you are directly in contact with Prusa Support. Meaning, when you have a warranty issue, this - it seems - has to be handled through the reseller. This is not only a "Prusa Way", it's the way also other big, bigger companies/manufacturer as Prusa is are doing it and also chinese 3D printer manufacturer, when you by from a reseller!
In your case is this "XXX B.V." Prusa's customer and not you! You as enduser/customer have to deal with this "XXX B.V." and you will get support from them when you can show evidence that "you" bought the printer or have a kind of "ownership-transfer" (this kind of paper is legaly accpeted in my EU country) form your friend to you.
Summary...the reason for your situation you maybe find in the "fineprint" of the contract between Prusa and the reseller.
I recommend that you sort out the things in the way that you have legaly proof of ownership and deal warranty issues with the reseller. Did you contact the reseller btw?
Core One L
RE: Customer treatment: The Prusa way
Due to tax regulations it was benificial for me to buy it through his company.
Could you elaborate where the benefit came from? Did your friend buy it from Prusa at a discount, since he acted as a reseller? Or did your friend claim (vs. the tax authorities) that he is using the printer in-house in his company, never making the sale to you official -- and hence "saving" on VAT and tax-deductible corporate expenses? 🤔
RE: Customer treatment: The Prusa way
https://help.prusa3d.com/article/warranty_2288
"If purchased from a reseller, the warranty will be covered by the reseller."
Core One L
RE: Customer treatment: The Prusa way
Could you elaborate where the benefit came from? Did your friend buy it from Prusa at a discount, since he acted as a reseller? Or did your friend claim (vs. the tax authorities) that he is using the printer in-house in his company, never making the sale to you official -- and hence "saving" on VAT and tax-deductible corporate expenses? 🤔
...sounds like...but having different tax rates within the EU it's also likely possible that the EU country this "XXX B.F." resides or have to pay tax, has a much lower tax rate as the county the OP is living...
Core One L
RE: Customer treatment: The Prusa way
Off course i contacted the reseller, he is a friend who lives 2 streets from my house and he contacted Prusa also providing eveything they asked for to transfer the ownership to me.
So the situation is crystal clear, i am the owner although i did not bought it and the reseller(*) has stated by any means possible that i am the owner, he just bought it.
But no, Prusa only delivers parts to the reseller. And that is not taken warranty in account as they say it, them mention ALL services go to the reseller.
Great, so i better not have an argument with my friend or he better not die or i will never be able to get anything from Prusa anymore to keep the printer working.
(*) I would like it a lot if Prusa just acknowledge the fact that my friend is no reseller whatsoever, just someone who was trying to help me out by recommend me a Prusa printer. A mistake we won't make twice...
Just put the serial number on my name and let me enjoy the printer instead of feeding me all that bureaucratic bullshit on how it is not possible.
RE: Customer treatment: The Prusa way
(*) I would like it a lot if Prusa just acknowledge the fact that my friend is no reseller whatsoever, just someone who was trying to help me out by recommend me a Prusa printer. A mistake we won't make twice...
So he did not act as a reseller (did not get a discount from Prusa), and this was just a little tax evasion among friends? That's none of Prusa's business of course. Maybe it just falls into the "instant karma" category.
RE: Customer treatment: The Prusa way
[...]
But no, Prusa only delivers parts to the reseller. And that is not taken warranty in account as they say it, them mention ALL services go to the reseller.
Great, so i better not have an argument with my friend or he better not die or i will never be able to get anything from Prusa anymore to keep the printer working.
[...]
As long you/we can buy parts/spare parts from Prusa dirctly without proof of ownership of a Prusa product (or whatever)...sorry...your statement is - to put it mildly - an missassumption or missunderstanding. Your situation is from POV of Prusa Support a warranty issue and by this you have to deal with the reseller.
You can buy the sensor from Prusa directly, but you have to pay for it. As long you claim warranty rights - what I also what do - you have to follow the (warranty) rules given by Prusa - see link above.
PS: ...tax regulations...benificial to buy through a friends company...reseller who is also a friend living 2 streets away...ahh...come on...
Core One L
RE: Customer treatment: The Prusa way
Maybe i am out of context here but this post generated a question for me. Let say i buy a used Core one or XL or whatever Prusa printer. That means that i cannot order parts or get support from Prusa since i'm not the "original" buyer? The OP noted that he/she wasn't expecting "under warranty" treatment. Just to receive the appropriate parts to its residence and not through a 3rd party. What happens if it was an official reseller that decided to stop selling Prusa products? Im sorry if i misunderstood the OP.
RE: Customer treatment: The Prusa way
[...]
But no, Prusa only delivers parts to the reseller. And that is not taken warranty in account as they say it, them mention ALL services go to the reseller.
Great, so i better not have an argument with my friend or he better not die or i will never be able to get anything from Prusa anymore to keep the printer working.
[...]
As long you/we can buy parts/spare parts from Prusa dirctly without proof of ownership of a Prusa product (or whatever)...sorry...your statement is - to put it mildly - an missassumption or missunderstanding. Your situation is from POV of Prusa Support a warranty issue and by this you have to deal with the reseller.
You can buy the sensor from Prusa directly, but you have to pay for it. As long you claim warranty rights - what I also what do - you have to follow the (warranty) rules given by Prusa - see link above.
PS: ...tax regulations...benificial to buy through a friends company...reseller who is also a friend living 2 streets away...ahh...come on...
So you know all about taxes in The Netherlands i assume?
RE: Customer treatment: The Prusa way
Maybe i am out of context here but this post generated a question for me. Let say i buy a used Core one or XL or whatever Prusa printer. That means that i cannot order parts or get support from Prusa since i'm not the "original" buyer? The OP noted that he/she wasn't expecting "under warranty" treatment. Just to receive the appropriate parts to its residence and not through a 3rd party. What happens if it was an official reseller that decided to stop selling Prusa products? Im sorry if i misunderstood the OP.
I would assume that, from Prusa's perspective, a second-hand transfer from a business customer to a consumer creates some extra headaches. Prusa's obligations and liabilities vs. a consumer are broader than those vs. a business customer, so such a transfer may involve an "upgrade" in consumer rights for the customer.
And they certainly want to avoid actual resellers abusing this "transfer" scheme, where the reseller could try to sneakily hand off his warranty obligations (to the end user) to Prusa.
I would not expect any difficulties when purchasing a second-hand printer from another consumer.
RE: Customer treatment: The Prusa way
This is exactly my point:
This is the official Prusa answer:
"It is not possible to transfer the serial number to another user. All the replacements are being sent to the customer who reaches the chat/email and informs us of the serial number. It's being sent to that customer to his/her address directly. If XXX B.V. reaches us and provides the serial number - we will do service for him and send the parts to him. "
I did not claim warranty whatsoever and neither does Prusa in this statement: they claim all parts are send to the original buyer.
So beware on ever selling your printer to someone else, they might face some surprises when ordering parts.
Maybe i am out of context here but this post generated a question for me. Let say i buy a used Core one or XL or whatever Prusa printer. That means that i cannot order parts or get support from Prusa since i'm not the "original" buyer? The OP noted that he/she wasn't expecting "under warranty" treatment. Just to receive the appropriate parts to its residence and not through a 3rd party. What happens if it was an official reseller that decided to stop selling Prusa products? Im sorry if i misunderstood the OP.
RE: Customer treatment: The Prusa way
So you know all about taxes in The Netherlands i assume?
Let me venture a guess:
Your friend buys the printer as a corporate asset. He needs to pay VAT (reverse charged), but can deduct that from the VAT he receives from his regular sales. He can also deduct the net cost of the printer as a business expense. You pay him the net price "privately". So you have "saved" on VAT, and he has "saved" on income and business tax.
About right?
RE: Customer treatment: The Prusa way
Let me venture a guess:
Your friend buys the printer as a corporate asset. He needs to pay VAT (reverse charged), but can deduct that from the VAT he receives from his regular sales. He can also deduct the net cost of the printer as a business expense. You pay him the net price "privately". So you have "saved" on VAT, and he has "saved" on income and business tax.
About right?
"So you know all about taxes in The Netherlands i assume?" 😉
Core One L
RE: Customer treatment: The Prusa way
Maybe i am out of context here but this post generated a question for me. Let say i buy a used Core one or XL or whatever Prusa printer. That means that i cannot order parts or get support from Prusa since i'm not the "original" buyer? The OP noted that he/she wasn't expecting "under warranty" treatment. Just to receive the appropriate parts to its residence and not through a 3rd party. What happens if it was an official reseller that decided to stop selling Prusa products? Im sorry if i misunderstood the OP.
Yes, I think you missunderstand the OP. You can find out yourself by trying to buy a product from Prusa's webshop. Do you have to provide proof of onwership of a Prusa printer, a receipt or whatever - besides your payment method - to finalize the purchase at Prusa's webshop?
Core One L
Prusa collect taxes on sales within the EU and in some cases outside the EU - they then declare and render them to the appropriate governments.
If Prusa accept that your friend is a reseller then he is responsible for collecting VAT from you, declaring and rendering it.
If Prusa transfer the customer from a third party business to a private individual who is evading taxes then either the tax allocation has to be relisted - probably a lot more expensive paperwork than the original tax charge OR they are aiding a criminal tax evasion - which may have severe consequences for both Prusa and your friend.
I assume the correct procedure is for Prusa to refer the case to the appropriate tax authorities
Cheerio,.
RE:
I just don't understand what's going on here. When you tried to buy the replacement sensor (as you claim, even outside the warranty), why did you even mention my SN? If I know what I want to buy from Prusa in the e-shop, I choose the part, put it in the cart, pay and that's it! And since I have to be logged in to the e-shop, I simply log in there. And if there are still any problems, I can easily create a new account for this situation. When buying spare parts, Prusa does not require any SN device for which I am buying the part. It can even be done so that if I am not picky, I can buy parts there from which I could theoretically assemble the entire printer. It would just take a long time and be very, very expensive. And if you are talking about the sensor we talked about here: https://forum.prusa3d.com/forum/prusa-core-one-hardware-firmware-and-software-help/another-side-filament-sensor-error/
So it is this sensor: https://www.prusa3d.com/product/ir-filament-sensor/
RE: Customer treatment: The Prusa way
When you tried to buy the replacement sensor (as you claim, even outside the warranty), why did you even mention my SN? If I know what I want to buy from Prusa in the e-shop, I choose the part, put it in the cart, pay and that's it! And since I have to be logged in to the e-shop, I simply log in there. And if there are still any problems, I can easily create a new account for this situation. When buying spare parts, Prusa does not require any SN device for which I am buying the part.
[...]
So it is this sensor: https://www.prusa3d.com/product/ir-filament-sensor/
There is no filament sensor PCB listed under the Core One spare parts, and the one you linked to is stated to be compatible only with older i3 models. Maybe that information is incorrect -- but as a user looking for and not finding a compatible spare part, I would contact Prusa support, and then the serial number question comes up.
RE: Customer treatment: The Prusa way
To Rene
And one more thing: I know that I recommended you to contact support at the time. However, I could not have suspected anything about some "tax harakiri" and resale through a friend and his company. When purchasing the part, follow my previous post.
RE:
To @jurgen-7
Yes, the part is not listed among the CoreOne parts, which is a mistake of Prusa e-shop, and an normal user will not find it, you are right. And so I did it for him. Read the list of compatible printers below the part image. It is a generic sensor used in a lot of Prus' printers.