I'm very angry with Prusa.
I've saved for months on end to afford the kit.
I finally can afford it and low and behold free shipping too! Amazing timing!
Place my order Monday July 1st. No confirmation email but bank says pending...no worries I'll give it a couple days they might be slammed with this sale.
July 2nd money is posted and pulled from my bank. No email yet. Nothing under my account for orders... nothing.
I'm a bit concerned now so I start a chat.
Turns out they have no record of a sale...yet my money is missing.
After days of back and forth Friday morning I'm told to submit an order for an invoice payment. I do.
I'm told that the emails are sent out to billing and everything will be fine.
I finally get an email today stating they just now sent the emails (around 5pm eastern) to billing and it could take a few days.
So now I'm out my money and printer with no end in sight. They only help I've received is to be told "your money is safe"
That's cool...I have no printer....no money...no order confirmation...no idea when billing will confirm and it's been over a week now.
Why wasn't I just told to cancel the payment thru my bank and repurchase? Which would have meant I would likely be staring at a tracking number now?
I was told Prusa was the best...I saved for months to scrape the money together...and now I'm indefinitely pushed aside and told essentially...ehhh you'll get it when you get it.
I'm at my wit's end...if I don't have at the minimum a confirmation of payment by tomorrow I'm done.
Btw they've offered nothing in compensation. Just a fat tough luck buddy.
RE: I'm very angry with Prusa.
keep checking your account status. it's 5 am there. it took a a week for mine to show. and a few more for shipping. they were slammed then, your wait should be much shorter. have one of my meds and relax. it's shipping from another country. at least your nit waiting for an order from China, those take longer.
and we’ll be saying a big hello to all intelligent life forms everywhere … and to everyone else out there, the secret is to bang the rocks together, guys.
RE: I'm very angry with Prusa.
You will get your printer but, remember, Prusa is not Amazon.
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Chuck H
3D Printer Review Blog
RE: I'm very angry with Prusa.
I've had no end of problems with the design and responsiveness of Prusa to actual issues with the printer - but I've never had a REAL issue with the customer service. They seem to be pretty attentive, perhaps a little patience will go a long way here.
Post an update when the situation resolves!
I maintain an informal list of San Diego, CA 3D printing enthusiasts. PM me for details. If you include a contact email and I can add you to the informal mailing list.
RE: I'm very angry with Prusa.
I would suggest you keep asking every day (preferred in the European time zone to reach the right people). And don't worry about your money/printer. As you have proof of payment, it's just a matter of time that the order will be placed in the system and processed.
Often linked posts:
Going small with MMU2
Real Multi Material
My prints on Instagram
RE: I'm very angry with Prusa.
I would suggest you keep asking every day (preferred in the European time zone to reach the right people). And don't worry about your money/printer. As you have proof of payment, it's just a matter of time that the order will be placed in the system and processed.
DITTO
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Chuck H
3D Printer Review Blog
RE: I'm very angry with Prusa.
This probably happened because of the web browser used when placing the order.
Firefox is the preferred web browser for the Shop.Prusa.com site. Happened to me twice.
If you place an order if the page does not automatically refresh in a minute or two with an order number, the credit card charge will go through to your bank, but the Prusa shopping cart does not receive the order!
No order number, so Prusa order processing team doesn't know you placed an order.
Send an e-mail to [email protected] request it is directed to the billing department. Explain the situation that you placed an order during the free shipping time frame, was charged, and did not receive a order number. Include a screen capture of the bank statement that shows the relevant posted charge.
The billing department will create the order for you.
They are honest, trustworthy, and helpful. They just didn't receive the order.
Maybe a shopping cart with wider compatibility would reduce these events in the future?
RE: I'm very angry with Prusa.
I messed my order up,
Contacted The helpdesk via chat, Spoke to Michele.
My initial order was cancelled, but the new order didn't appear... chatted with .Michele a couple of times, and he sorted it out!
Sometimes response is not immediate, but so far, never a failure... this is my 5th Prusa. and so far, they are all different! such is the Prusa way, continuous development... They recently released a new version of my oldest printer firmware (Mk2 with MMUv1) so even though they have moved on, they haven't abandoned their older printers...
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