RE: Prusa Black Friday 2020 FAQ
[...] And you are right communication and being fair to the customer is always a good thing.
Prusa is not the best at communications -- or at least not during high-stress times that occur frequently -- but IME, they're always fair and honest in the end. I think you have had the misfortune of timing your order with the reemergence of the pandemic, the Black Friday/Christmas rush, several new product releases, supply chain issues, and the usual delays that seem to happen with the MMU2.
Adding a personal touch and or any type of compensation helps with the disappoints and shortcomings. Basically owning it, in this case, communication, commitment, supply chain changes, product updates, and empathy to customers this time of the year. Perhaps there is more to the business issues that we are not aware of.
I imagine that's a lot of it. They don't have a huge staff, and when I've interacted with them individually, they all seem to be trying in earnest and really frustrated when people take their frustrations out on them. I've worked retail myself and can relate to their side.
Oh one more thing that I was not aware of, is all the issues that are plaguing the MMU2. I thought that this was a pretty stable product.....the internet has been wrong before.....lol
My understanding is that MMU2 is definitely still a hobbyist technology, and not plug & play. I was on board with this until I got my Mk3 going and started relying on it. The MMU2 has sat in the box for over a year since I don't want to take my reliable printer offline. If you ask around here, some people have mastered the MMU2 and love it, but others are definitely exasperated with it. I do see some spectacular prints produced with it, so I suppose it depends on whether the end result is worth the aggravation.
and miscellaneous other tech projects
He is intelligent, but not experienced. His pattern indicates two dimensional thinking. -- Spock in Star Trek: The Wrath of Khan
RE: Prusa Black Friday 2020 FAQ
@bobstro
So, here is an example of why customers get upset at Prusa. I spoke with Prusa last week and on Thursday they told me they can not get the order out since it was past the time but will try on Friday. So I asked, the customer service rep so it will be safe to say it will be sent out on Monday, and they responded yes. So No change on my account which I was a bit supply and so I chatted again with customer service and no they are saying they do not have a ship date because of problems they are having with the MMU2......so how is one supposed to trust a company that doesn't seem to know its supply chain, products, etc...so either the customer service rep was lying last week or the I chatted with today is lying. Again a trust factor, that not being transparent about what is really going on, I cant wait to see all the complaints they are going to get next week....LMAO. Thank god there are companies like Mosaic to pick up the flaying companies that are mismanaged. Now that is capitalism!
RE: Prusa Black Friday 2020 FAQ
[...] So, here is an example of why customers get upset at Prusa.
Oh, I understand being annoyed with Prusa. It was 14 months from my original date of order until I finally got the last bits of my order (the textured sheet). After all that, my textured sheet was a turd. Prusa, the company, is not perfect. Even Jo is fair game for some criticism. At least he gets the big bucks.
When I push back, it's because somebody is calling out (as was done above) individuals that work for the company by name and starts calling them things like liars and unprofessional. They may be misinformed. They may simply not know. There may simply be a lot going on and their communications or inventory are out of whack. As often as not, the angry poster just doesn't like the answers. If you look carefully at the email thread, the Prusa guys were pretty much spot on throughout and it sounds like the order was shipped within 2 1/2 weeks of the order, unlike your order.
There are no happy answers when things go awry, but I'm sure they're no happier about it. For all the frustrations of waiting, I've never regretted having done so. I have been satisfied overall with the quality of the products, with the exception of the textured sheet. I put my Mk3 through a lot this year and watched a lot of more expensive machines fail along the way. It's a rock-solid workhorse.
and miscellaneous other tech projects
He is intelligent, but not experienced. His pattern indicates two dimensional thinking. -- Spock in Star Trek: The Wrath of Khan
RE: Prusa Black Friday 2020 FAQ
So I just received my Prusa Mini in the mail and upon logging into the site to retrieve necessary literature and manuals I see that the Mini has been succeeded by the Mini+. I look at the differences and am pretty pissed off that Prusa would not make their customers aware of the fact that the platform will be receiving a major upgrade in less than 2 weeks of ordering!
I ordered the Mini on 10/18/2020
I see that Prusa is shipping the Plus platform to customers who ordered close to the dates of its announcement. I say ok this is good because I fall into this category.
and now I am looking at the box and nowhere does it have any emblems or markings that say that it is indeed the + version. There is only a white sticker on the side of the box which says, "Additional Order Is Here".
This is very frustrating! I have bought this for my son and we have been waiting for 2 months! And now that it is finally here I am unsure whether or not to let him open it! I have sent a message to customer support so we will see what can be done, but this is very de-moralizing.
RE: Prusa Black Friday 2020 FAQ
Ok, I just have decided to bite the bullet and upon opening I see the paper which says that it is indeed the Mini+!
RE: Prusa Black Friday 2020 FAQ
Mine has just arrived 🙂
And I'm one of the lucky few 🙂 🙂
RE: Prusa Black Friday 2020 FAQ
Mine has just arrived 🙂
And I'm one of the lucky few 🙂 🙂
Nice, I just got an email that my order for the MMU2 is on its way after ~8 weeks on backorder. In the meantime, I have a Pallete 2SPro that works awesome...
RE: Prusa Black Friday 2020 FAQ
I order a MMU2 to! Sadly it seem my Printer will not arrive before...
RE: Prusa Black Friday 2020 FAQ
My gratitude to the Prusa team, I was able to get my MMU2 that has been on backorder since the first of November, along with all my next orders I made like another MK3S+, Textured Sheet, Filament, etc....Prusa bundles all the orders and got the order here today. Many thanks, Prusa, and Merry Christmas.
RE: Prusa Black Friday 2020 FAQ
@ggodlewski
great
RE: Prusa Black Friday 2020 FAQ
YEY my Printer is on the way!
Zur Zeit ist das voraussichtliche Zustelldatum Mo Jän 25 2021 bis Tagesende.
Just ~3 Month until I will receive them...