Horrific Customer Support  

RE: Horrific Customer Support

Hi oftherocks,

More information would be good. IE, what printer do you have? Was it a kit or was it an assembled printer you bought? And more importantly, what are the issues you're experiencing? 

Are you seeking for help with the problems you are experiencing? Or are you just venting and expressing your anger, because Prusa support is not living up to your expectations?

This is a user forum so let it out if it makes you feel good or ask the general public the pertinent questions that will help you solve your issues that you are painstakingly expressing that you have!

RE: Horrific Customer Support

What I do before contacting support:

- I write down my printer info (technical spec: MK4 factory assembled with MMU3, nozzle info, type of filament, nozzle temperature, bed temperature, humidity,... )

- Write down the issue I have and what I already tried to do with the result.

- Some pictures if they can add value

When the chat opens by the support team, I cut and paste all that info in the chat so they have all required info without a long typing session.

... and serial number, then they can look up exactly which original parts were supplied/fitted.

Cheerio,

RE: Horrific Customer Support

Thanks for the replies!  Ron and Diem, I had all that info and multiple pictures that I had ready and that I submitted from the very start.  And I agree with you, you should have all that stuff ready before you contact support.

Muddymaker, my purpose was three-fold.  First I had hoped maybe Prusa would have maybe a Community Manager type person that reads the forums and that upon reading of my experience they may reach out to me for further information, so that the situation could be resolved and they could apologize.  This has yet to happen unfortunately.  Second was to let the public, in particular potential buyers, that in my opinion Prusa has seen their customer service decrease.  And finally, my third purpose was as you said, to let off some steam after being treated so poorly.

Look, I am a huge Prusa fan boy, but I am also a realist and I feel that as they have grown exponentially, Prusa has become less responsive to their customers.  It is my opinion only.

Finally I'd like to say that I spent my entire holiday weekend working on my issues and figured most of them out on my own.  I still have a few minor issues, but those too I will figure out eventually.  It is just unfortunate that it has and will continue to eat up so much of my time due to Prusa's poor customer service.

Thanks again for the replies, and happy printing everyone!!!!!!

RE: Horrific Customer Support

I'm afraid I have to agree with this sentiment. My alter ego "fuchsr" has now been cut off the forums for going on 8 weeks, and they still haven't been able to figure out how to remove the "shadow" account that shows as Pre-registered (with my real account still there but inaccessible for me). Every week I get a nice message that they're working on it but frankly this is beginning to look ludicrous. I suspect they're overwhelmed with "regular" support issues, and not staffed to deal with the volume. I hope they get back on track soon as Prusa Support has always been a prime reason to spend the big bucks on a Prusa printer

RE: Horrific Customer Support

I had mixed reactions to support last round. I live and work in a remote area. Trying to maintain one person through chat was impossible. Irritating was the fact that I had to keep repeating myself as to what the problem was and what the results were of efforts to correct it. I would think there's a log they are looking at. The last straw was each one said that was the incorrect action and I should do their recommendation? Seriously? So resorted to email. Each time I answered the response was 3 to 4 days. Based on my MK3S+ experiences I loved Prusa. With my XL I've become a bit less so. Went through a lot of agony and two weeks of wasting time struggling to get it running. I don't really have that kind of spare time and this is not a hobby. If I get more printers there would not be another kit in the picture. Not that there was a problem with the kit but the assumption I did something wrong, I didn't. But until EMI issues popped into my memory and I added ferrites support never considered that. Heck, I'd even be willing to pay for some express support as downtime is a bad thing for us. But I think they need to up their game.

RE:

I bought one of the earlier CREALITY Kickstart printers, for those people that can remember that far back. The printer had some problems. So called customer service and went though something similar. First, basically send us a video. Then send us another video. Then adjust this. Do this. Do this. Nothing remotely fixed the problem, and the things they had me do had nothing to do with the problem I had.  After 3+ weeks of daily back-and-forths, getting nowhere, I had my credit card company reverse the charges. Problem solved. 

RE: Horrific Customer Support

The problem is as companies get bigger they let their support quality decline. It was the same with GoPro. I really hope Prusa do not get to the support levels of GoPro now.....