Insufficient customer service and support regarding delayed shipping  

RE: Insufficient customer service and support regarding delayed shipping

I have a problem and have been e-mailing Prusa for 5 days now and no response from anyone. Do they have a phone number? Looks to me once you get the machine your on your own, wasen't expecting this from this company. 

RE: Insufficient customer service and support regarding delayed shipping

The way to contact Prusa Customer Support is click the EShop button above, login and/or create an account, and a Chat button will soon appear.

Click it. Customer Support on Chat is very responsive, but they are not the shipping department so all they can tell you is what the computer tells them. They are great on technical issues.

RE: Insufficient customer service and support regarding delayed shipping

@beardog13

You will email them a long time to get a response.  They do not use email as their primary mode of communication.  Use the chat on the store page. It is all over the forum so stop frustrating yourself.  

RE: Insufficient customer service and support regarding delayed shipping

Hello im trying to buy a MK3/S with 2 sheets and 2 spools of filament buy i want to know how much is the customs fee (duty fee), the link does not work. Thanks

RE: Insufficient customer service and support regarding delayed shipping

I have to chime in on this thread......and start by saying I am a 100% happy customer and kit builder.  That said, I have to ask if the chat I keep seeing mentioned is a regional thing or maybe a time zone thing?  As a US customer I have never found/seen a chat link on any of the Prusa pages.  Everything points me directly to email template.  There is a phone number listed, but I would never presume that a foreign company has English speaking reps (during US hours) available just for me.  Most recently I tried to no avail to make a change to an order I made incorrectly.....so I was motivated to get thru.

Can someone post a direct link to a chat page, or a screenshot of where a link should appear?

I chalk any delays up to dealing with a number of factors:  Quality takes time, Foreign shipping takes time, and a small, growing company has hurdles......and I will overlook a lot from any company who devotes itself to open-source.  If I wasn't willing to accept those things....I'd order something made of questionable Chinesium on amazon.

RE: Insufficient customer service and support regarding delayed shipping

Posted by: @itcarsales

[...] As a US customer I have never found/seen a chat link on any of the Prusa pages. 

You have to be logged into the estore with the account you purchased the printer with to see the chat option. I have no issues accessing it from the US (New England region) 7x24. If you are logged in, be sure you're not using PiHole or other ad blockers when accessing the Prusa pages.

RE: Insufficient customer service and support regarding delayed shipping

I'm always logged in when on the shop pages, and I tried disabling my piHole and navigating around just a bit ago......now I'm half tempted to order more Prusament before my latest order has even passed customs......but still no chat options/popups/links.

If I wasn't in the middle of uploading a dozen prints for the contest in my spare time, I would inspect the pages and snoop for the code.  Maybe next week since I have confirmation of how it should work now.  Thanks!!!

RE: Insufficient customer service and support regarding delayed shipping

It bugged me.......so I looked in the source.  I added to following to my whitelist and it works now:

cdn.livechatinc.com

I'm no longer restricted to email! Thanks for the direction!

RE: Insufficient customer service and support regarding delayed shipping

I received my MK3 about 3 weeks ago.

Amazon prime has created a standard that is hard to follow, even for well established companies much less companies that are experiencing rapid growth.  I am not affiliated with Prusa but I have found that the goods are worth the wait

I had my first clogged nozzle a week ago.   Knowing their lead times, I went ahead and ordered a couple of nozzles and tubes so I could keep mine running.  This means I have to inventory spare parts that are at risk.

I am well pleased with my MK3.  If I would make any recommendations to Prusa, it would be to create a spare parts kit with additional tools (like a 1.5 mm pin) and offer it or include it in the kit.   At the least, a list of wear or risk parts would be helpful for new printers like myself- this would give me the opportunity to be proactive and keep the little machine running.  

RE: Insufficient customer service and support regarding delayed shipping

Posted by: @nilok

It bugged me.......so I looked in the source.  I added to following to my whitelist and it works now:

cdn.livechatinc.com

 

I'm no longer restricted to email! Thanks for the direction!

I wish we could sticky that. It could help a lot of people having problems getting Chat to show up.

RE: Insufficient customer service and support regarding delayed shipping

@robert-rmm200

I added a new topic with a request to Sticky - that's as much as I can do

RE: Insufficient customer service and support regarding delayed shipping

I am well pleased with my MK3.  If I would make any recommendations to Prusa, it would be to create a spare parts kit with additional tools (like a 1.5 mm pin) and offer it or include it in the kit.   At the least, a list of wear or risk parts would be helpful for new printers like myself- this would give me the opportunity to be proactive and keep the little machine running.  

I couldn't agree more!  I actually discussed this with a rep, Allessandro, who talked me out of a few spare parts since they have low failure rates....and suggested a few more to keep on hand to prevent downtime.  I hadn't even thought of a 1.5mm pin.......

These are what we figured I should have on hand (Though I ordered far more)

Hotend PTFE tube (MK2.5S, MK3S, MMU2S)

Heatbed thermistor E3D

Hotend heater cartridge E3D 24V 40W

Hotend thermistor E3D

I printed a full set of extruder parts in black PETG, and now should be able to recover from a blob or a failed heatbed.  As far as bearings go, the mechanic in me had to order a full set of spares, but I have tested these and would absolutely trust them to print in an emergency (using a full set on the affected axis)

8.2mm IGUS

https://www.thingiverse.com/thing:1811769/files

RE: Insufficient customer service and support regarding delayed shipping

My MK3 kit did come with a spare parts set. It included extra screws, magnets, the filament sensor ball, spring and a PTFE tube. All the sorts of things that generally fall on the floor and then get taken by the screw gnomes presumably to build their own MK3.

Unfortunately no Haribo spares, but with my waist line that's probably a good thing. 

RE: Insufficient customer service and support regarding delayed shipping

Looks like a good list.

I ordered these on amazon (guitar strings .012" or .3 mm diameter.  Hoping that works on a clog and nope I don't find out for awhile.

https://www.amazon.com/gp/product/B000779T1C/ref=ppx_yo_dt_b_asin_title_o01_s00?ie=UTF8&psc=1

RE: Insufficient customer service and support regarding delayed shipping

Posted by: @peter-k42

@colin-alston

For future reference, any issues with warranty will ship the next day.  3 days to the US.

Glad you got up and running.  I hope you bought genuine Gates belts.  Knockoffs will stretch.

I didn't, and you're right. Things started out fine, but then I suddenly had huge waves along straight walls on the X axis like I had never seen before. Aside from a few things having loosened up since the build the belt had lost a lot of tension and all the signs point to what was described by others as having a belt with a non-uniform tooth profile.

So I'll be looking for a gates belt supplier I guess, and look into another suggestion which is to switch to a toothed idler instead of the smooth one.

RE: Insufficient customer service and support regarding delayed shipping

Happy to report that my Original Prusa i3 MK3S kit, ordered Monday last week, has shipped today!

Comfortably inside the '1-2 week' estimate on the website at the time I ordered.

Looks like things are getting better and better on the shipping front...

RE: Insufficient customer service and support regarding delayed shipping

Well it means they are catching up on their backlog. The real test will be what happens over the next big sales bump.