Prusa XL cancellation and refund
Has anyone else had issue with cancelling an XL and subsequently getting a refund? I recently cancelled my order. When I checked in I was told that I had to wait 14 days before anything would happen. After 14 days I was told nothing was initated and they would look in to it. Each time I have checked after this "magic" 14 days I have been told it will "hopefully" be paid out soon. I have been told that it had to go through a head accountant. Isnt that what the previous 14 days that I was told about, are for? Its pretty frustrating. I have had nothing but good things to say about the number of Prusa printers and supplies I have purchased. However, this hoop jumping process to get a refund on a deposit has definitely given me a bad taste about how Prusa handles refunds.
RE: Prusa XL cancellation and refund
Something similar happened to me. I ordered several spools of filament and a small part for the printer. A few hours later I cancelled the small item because I realized that I already had a spare. I wish I hadn’t because, as a result of my request for the cancellation of one article, the whole order was ”frozen”. Nothing happened for almost two weeks. No partial refund, no shipment of the spools of filament. In the end, I contacted Prusa again and this time a different person took the case in her hands and all was resolved in a few days: refund issued, parcel shipped and delivered,
Reading between the lines the messages of the lady who answered my claim the second time, it seems that the person who should have processed the cancellation the first time, just forgot about it.
Those things happen sometimes, but it seems that Prusa needs to improve their logistics on the accounting and shipment department, because now I see that I’m not the only one case.
RE:
I also have a refund problem
Prusa is happy to take our money instantly but when it comes to giving it back it happens on his terms.
This is the worst customer service ever. I am very suspicious and he either has a serious cash flow problem or is simply acting in an unprofessional and unethical manner.
I do not know any other digital business that operates this way. A refund via PayPal can be processed instantly and cannot be classified in the same processing time as a bank or credit card refund. Even those can be processed much quicker than 14 days.
Something tells me there is a bigger issue here and gives rise of serious questions of integrity and stability
RE: Prusa XL cancellation and refund
I also have a refund problem
Prusa is happy to take our money instantly but when it comes to giving it back it happens on his terms.This is the worst customer service ever. I am very suspicious and he either has a serious cash flow problem or is simply acting in an unprofessional and unethical manner.I do not know any other digital business that operates this way.
A refund via PayPal can be processed instantly and cannot be classified in the same processing time as a bank or credit card refund. Even those can be processed much quicker than 14 days.
Something tells me there is a bigger issue here and gives rise of serious questions of integrity and stability
RE: Prusa XL cancellation and refund
So it gets better.
Following up regularly on my refund
- I was first told that under EU law they have up to 14 business days maximum to provide a refund
(actually the law says 14 days, not business days, and it does not say that you have to deliberately hold onto customer money for as long as legally permitted)
- I was then continually told the refund had been processed and it should be in my account
(wrong, soon as PayPal receive a refund payout request the buyer will get notified)
- I was then told they are waiting on resolving a bank processing error preventing PayPal payouts
(huh? When does buyer to seller PayPal rely on a traditional bank)
- The newest excuse from 12 hours ago that there is a known problem refunding orders older than 6 months and there is no ETA when this will be resolved. But trust us, we are working really hard, it will be done soon, shortly, and you are at the top of the queue yet they have no contact with the mystery department/person who is responsible for resolving this
(Just imitate a manual PayPal payment to me and fix your issue on your time, not mine)
This causes me to seriously question the credibility and stability of the company. Is there a cash flow problem and you have no intention of issuing a refund?
RE: Prusa XL cancellation and refund
I should update that this has now been resolved. Common sense prevailed