how to get proper support when something breaks?
 
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RHTizzy
(@rhtizzy)
Active Member
how to get proper support when something breaks?

I sent an email to [email protected] on 21st of november that I was getting an error "Err: MINTEMP BED" which first appeared just before the end of a 7hour print. I am not a heavy user and have used perhaps 2 rolls of filament since I got the printer in april, less than 8 months ago. The printer no longer works and now produces this error every time the printer pre-heats.

After hearing nothing for a few days I sent another message through the prusa website and promptly got a reply from someone from support. This person was however very confusing with his directions though. He could not help me properly or answer the questions I sent on what he meant. Since my inital request I have received exactly 2 messages. Each one just as confusing as the other though as this support person seems incapable of being precise about what is needed. It appears aas though he feels no responsibility for helping customers and likes to do nothing for them except be vague about how to measure some kind of resistance in some part of the printer. The question on where to connect to what to see what he seems to need just goes silent....

It has now been almost 2 weeks since my initial request for support for this printer, the MK3 which cost a rather large sum compared to quite a few other printers and it has not even lasted 1 year. This is very poor performance from the Prusa company.

Regarding the time it takes to get a reply and the vagueness displayed makes me wonder if it is normal procedure: just ignore everyone who you cannot help with 1 or 2 emails, just try to sell as many printers as possible before the company goes belly up because so many breakdown?

How many other people have this same experience?

How to get your money's worth of guarantee if they just ignore you?

Publié : 03/12/2018 1:40 pm
JoanTabb
(@joantabb)
Veteran Member Moderator
Re: how to get proper support when something breaks?

I use the Chat option on the eshop page

Mintemp means either the ambient temperature is below 15 centigrade. Or the relevant thermistor is open circuit or disconnected.

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

Publié : 03/12/2018 3:11 pm
Neal
 Neal
(@neal)
Reputable Member
Re: how to get proper support when something breaks?

Try going through live chat. I am only able to work with my printers on weekends and during the upgrade of my MK2S to MK2.5 I had come across a bed level problem. Because of my time constraints it took me two weeks to isolate and get the problem attended to. Turned out to be a bent heat bed.

So log on to your account that you ordered the printer under in the e-shop and hit the live chat button. They will help.

Neal

Publié : 03/12/2018 3:13 pm
RHTizzy
(@rhtizzy)
Active Member
Topic starter answered:
Re: how to get proper support when something breaks?

Thanks for putting in the time and effort to give some guidance. I think the chat option was hidden in my chrome browser due to security and addon settings so I will use internet explorer tomorrow for a more direct entry. I did ask the question if I should or could use another entry than email but got no answer to that.

Publié : 03/12/2018 7:57 pm
Texy
 Texy
(@texy)
Reputable Member
Re: how to get proper support when something breaks?

In the mean time Joan has given you some good advise to check the thermistor....
Texy

Publié : 06/12/2018 9:12 am
cwbullet
(@cwbullet)
Membre
Re: how to get proper support when something breaks?

I had the same issue. One of the wires to the Thermistor broke. I order a replacement.

--------------------
Chuck H
3D Printer Review Blog

Publié : 06/12/2018 5:41 pm
Peter M
(@peter-m)
Noble Member
Re: how to get proper support when something breaks?

Use a heat gun to heat op the nozzle. only a little bit.
Then the printer will start working.
this works if temperature is to low.

Publié : 23/12/2018 8:35 pm
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