Overseas customers and customer service ideas...
In February I ordered a Core One kit for shipment to the U.S. Your site mentioned it would be the end of March before it ships. No problem, it's a new product. Hearing that complete Core Ones are ten days behind schedule (19 March, 2025) I suspect my kit will be behind schedule as well. Again, no problem new product, I get it.
To hold me over I ordered the upgrade for my MK3S (to MK4S), received it, and upgraded. I didn't know about the "nextruder" and its new nozzle when I placed the orders. I have .25 and ruby tipped .4 v6 nozzles I use. I didn't panic, I assumed that Prusa would protect me from my ignorance with an upgrade path...
And they do. I can get an adapter. Outstanding. $20, totally acceptable.
When I go to add the adapter to my existing order for a Prusa One kit....
The shipping is recomputed using the current exchange rate (almost $50 more in shipping for adding 20 grams to a 30 kilo box that currently ships for $105 U.S.)? Prusa is asking me to pay 250% of the cost of the product to ship it here with an existing shipment? Okay, I'll go see what it costs to ship on its own...
$15 to $20.
If you are going to allow adding an additional product to a shipment, that charge should never exceed the cost of shipping the product by itself.
I'm POSITIVE there is enough space in the box for the $1000 3D printer that dropping that nozzle in the box isn't going to change what Prusa is charged for that shipment. I would be happy to have the adapter swapped with the high flow nozzle that is standard. I would even pay $20 to crossgrade the high flow nozzle with adapter (consider my paying full cost an additional handling charge). I'd accept that...
But what I find unacceptable is the automated system charging me an additional $50 to buy a $20 nozzle, when shipping for the $20 nozzle is at most $20, and I'm willing to pay full price for the adapter and let you keep the high flow nozzle...
When I contacted Prusa customer service through chat, I was told all my approaches were impossible and that I needed to either pay $50 or $20 for shipping a $20 part, while my $1000 order is waiting to be fulfilled. Really? That's it? NOTHING can be done for a customer that's paying $1000 for a product even though you allow adding to an order?
I'm a solutions architect by trade. I've solved problems like this, so I know it's possible. I'm not asking for anything unethical, immoral, or criminal. Why is not possible to add to an order ticket that a particular kit needs to have an adapter instead of a high flow nozzle? You label your USB thumb drives so that you can pull them from a kit and replace them, do the same with nozzles.
At the moment I'm disappointed. I'm hoping by providing this information that something can be done.
RE: Overseas customers and customer service ideas...
I found shipping from Europe to USA to be a total crapshoot. Even AFTER placing an order I found that going in and checking again can save you dozens of dollars.
Formerly known on this forum as @fuchsr -- until all hell broke loose with the forum software...
RE: Overseas customers and customer service ideas...
I think the bigger point I’m trying to get at is that they provide the ability to edit the order. Including a $20 adapter changes the order by $70, that’s 250% of the cost of the adapter, at no cost to Prusa. There is something they could do here that is actually no cost to them, they would benefit from AND the customers would benefit from. I haven’t placed an order for the adapter because I can’t afford $50 to ship a $20 item. I think it’s unreasonable to ask for $20 to ship a $20 item…
So here I am recommending a fix that doesn’t cost Prusa anything AND they profit from…
If they can make it happen before my kit ships, I’ll take advantage of it. Otherwise, I may have to wait until they open operations in the U.S.
RE: Overseas customers and customer service ideas...
Does Printed Solid have the part you need in stock?
Your consignment requires customs declarations and clearance. Opening a box, dropping something in and resealing is not the issue 'though there's very little vacant space in a Prusa box - it's the paperwork - including the US declaration, which is now unique. Once Prusa have done theirs they hand it over to a shipper and customs agent - who also have to prepare one off documentation - and Border Control will calculate a different import tariff.
I think it’s unreasonable to ask for $20 to ship a $20 item…
I feel your pain, I just paid £27 to ship £7 worth of specialist lubricant that somehow classed as hazardous cargo. The alternative is to book a trip to go fetch it and handle the documentation personally.
I may have to wait until they open operations in the U.S.
Frankly, with the current administration, I'd be surprised if they bothered. They may just wait it out.
Cheerio,
RE: Overseas customers and customer service ideas...
I think it’s unreasonable to ask for $20 to ship a $20 item…
I feel your pain, I just paid £27 to ship £7 worth of specialist lubricant that somehow classed as hazardous cargo. The alternative is to book a trip to go fetch it and handle the documentation personally.
Was this “specialist lubricant” for business or pleasure???
Not the sort of pleasure you are probably imagining ...
Cheerio,