Prusa Printer delivery keeps getting delayed. Hard to get a hold of support. Is this typical?
 
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Prusa Printer delivery keeps getting delayed. Hard to get a hold of support. Is this typical?  

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alexia
(@alexia)
New Member
Prusa Printer delivery keeps getting delayed. Hard to get a hold of support. Is this typical?

Hello. I ordered the Prusa MK3S which according to the shipping tables was in stock and ready to go. I was given a one-week lead time, but every single day I log in, another day or 2 is added to that range estimate. I haven't received any explanation and at this point, I'm getting exhausted of praying that the estimated delivery date will not be pushed back. I tried reaching out over email with no luck. The live chat feature gives unreliable time estimates but after finally getting through to somebody after waiting in-queue for 40 minutes, I was told I would receive it by the end of the week and they couldn't give me further details because they weren't sure... Well, it's the end of the week and rather than finding that shipped status (let alone the delivered status), I see another 2 days are added and the order is still "in-progress". I finally get a hold of livechat again who says they'll file a complaint with the shipping house (why was this not done before?) Hopefully, my order will be sent on Monday they say but they aren't sure. 

Is this typical of Prusa? I've seen several other posts complaining about a lack of responsiveness and shipping times not being accurate but those seemed to just be over the height of the pandemic so I gave them the benefit of the doubt. I work in a 3d printing lab and haven't had this much difficulty contacting other companies about orders/repairs as Prusa. What happens if the machine has a defective part or I need to contact the company for some other reason? Will it be equally difficult? Just wondering about people's experiences/whether I should trust the Monday estimate or abandon the idea of getting a Prusa and just go with another machine,

Posted : 31/03/2023 5:04 pm
gilesjuk
(@gilesjuk)
Eminent Member
RE:
Posted by: @alexia

Hello. I ordered the Prusa MK3S which according to the shipping tables was in stock and ready to go. I was given a one-week lead time, but every single day I log in, another day or 2 is added to that range estimate. I haven't received any explanation and at this point, I'm getting exhausted of praying that the estimated delivery date will not be pushed back. I tried reaching out over email with no luck. The live chat feature gives unreliable time estimates but after finally getting through to somebody after waiting in-queue for 40 minutes, I was told I would receive it by the end of the week and they couldn't give me further details because they weren't sure... Well, it's the end of the week and rather than finding that shipped status (let alone the delivered status), I see another 2 days are added and the order is still "in-progress". I finally get a hold of livechat again who says they'll file a complaint with the shipping house (why was this not done before?) Hopefully, my order will be sent on Monday they say but they aren't sure. 

Is this typical of Prusa? I've seen several other posts complaining about a lack of responsiveness and shipping times not being accurate but those seemed to just be over the height of the pandemic so I gave them the benefit of the doubt. I work in a 3d printing lab and haven't had this much difficulty contacting other companies about orders/repairs as Prusa. What happens if the machine has a defective part or I need to contact the company for some other reason? Will it be equally difficult? Just wondering about people's experiences/whether I should trust the Monday estimate or abandon the idea of getting a Prusa and just go with another machine,

Mine and the MMU2 got shipped on the same day despite the MMU2 saying it would take a few weeks. This  was about a day or two after placing the order. But they've just launched the MK4 which will have led to a huge number of orders being placed.

This post was modified 2 months ago by gilesjuk
Posted : 31/03/2023 5:51 pm
jseyfert3
(@jseyfert3)
Estimable Member
RE: Prusa Printer delivery keeps getting delayed. Hard to get a hold of support. Is this typical?

As mentioned, Prusa just released the MK4 on March 29th. This was huge because people have been waiting for an upgrade from the MK3 for forever, and Prusa kept the development under wraps for over a year, and finally was like “surprise, we have the MK4 and several hundred units to ship.”

They’ve likely gotten swamped with orders, questions about the MK4, people who just ordered the MK3S+ and want to return it to buy the MK4, etc. 

Additionally, Josef Prusa said on Twitter that they were having issues with their system that gave shipping estimates and were working on fixing it. I’m guessing this is part of the reason you’re seeing the ship time increase. 

I contacted support chat once a couple months ago. It was 22:00 central time. I had a ten minute wait to get someone. 

So ultimately, I would say no. This is not usual. You ordered the printer right as they dropped a new model that’s probably gotten thousands if not tens of thousands of orders already. 

Posted : 02/04/2023 3:18 pm
alexia
(@alexia)
New Member
Topic starter answered:
RE: Prusa Printer delivery keeps getting delayed. Hard to get a hold of support. Is this typical?

Thank you! Wasn't aware of quite how recent the MK4 release was/what a high demand it would have. 

Posted : 02/04/2023 5:16 pm
alexia
(@alexia)
New Member
Topic starter answered:
RE: Prusa Printer delivery keeps getting delayed. Hard to get a hold of support. Is this typical?

Thank you for the responses! Wasn't aware of quite how recent the MK4 release was/what a high demand it would have. Also helpful to know about the current issues with the shipping system. This makes me more hopeful for the future, as I was worried this might have been a regular occurrence. 

Posted : 02/04/2023 5:27 pm
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