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Prusa's MK3S+ arrived as shrapnel  

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duped
(@duped)
New Member
Prusa's MK3S+ arrived as shrapnel

On December 14 2021 I ordered the MK3S+ printer kit. On January 11 this 3d printer finally, arrived in shrapnel form, see picture below.

The printer was missing most of its parts and the manuals as well as the broken parts were soaking wet including the electronics. It was a total loss not to mention hazardous.

I contacted Prusa support, immediately. Initially they showed some empathy, but since then it has been radio silent. Replacement of this item is contingent on the acceptance of a claim made to the shipper. Today, I contacted the shipper FedEx and found out they for unknown reason declined the claim. So now I am out of $749, excluding the junk I have now at my home. I am mad as hell.

Posted : 25/01/2022 8:59 pm
BogdanH
(@bogdanh)
Honorable Member
RE: Prusa's MK3S+ arrived as shrapnel

Sorry to hear about that. From my own experience, Prusa doesn't pack stuff like that for sure! I would blame FedEx... but yeah, they will deny everything...

[Mini+] [MK3S+BEAR]

Posted : 25/01/2022 9:36 pm
Diem
 Diem
(@diem)
Noble Member

So if neither Prusa nor FedEx are at fault - and that really doesn't look like Prusa packing, then somewhere in the supply chain there is eiher a thief or a careless handler trying to cover up an error.  Its either theft or fraud ... time to invoke the law.  If nothing else quoting a crime number to the complaints desk might ginger them up a little.

Cheerio,

Posted : 26/01/2022 10:42 am
towlerg
(@towlerg)
Noble Member
RE: Prusa's MK3S+ arrived as shrapnel

I know it doen't help but I feel for you. Both surprised and worried that Prusa support are so inert, I would have expected them to ask you to send back what you received (for obvious  reasons). Those parts definitely look like they've been unwrapped.

 

Posted : 26/01/2022 2:44 pm
Chris Laudermilk
(@chris-laudermilk)
Estimable Member
RE: Prusa's MK3S+ arrived as shrapnel

That definitely looks tampered with. It looks like half the printed got stolen. My Mini kit was well packed and there was no extra room for things to bounce around like that. Everything was in a box, then in some kind of bag or additional wrapping.

Mini+ (kit)

Posted : 26/01/2022 3:18 pm
Marc-57
(@marc-57)
Estimable Member
RE: Prusa's MK3S+ arrived as shrapnel

Hello, sorry for bad English, but your pack (for me) is not original.
For a Mk3s and 2 spool, mine was:

it looks like the package was opened (by accident?) and everything was thrown into another package.

Prusa MK3S mmu2s Fusion360

Posted : 26/01/2022 4:39 pm
ChefBenni
(@chefbenni)
Active Member
RE: Prusa's MK3S+ arrived as shrapnel

Sorry to hear what happened to your printer. About the Prusa service, it's not the best one out there, it's a typical shoot and forget mentality. As soon as they ship out the package from their factory the service ends. Had private and company wise many problems and the prusa service never really helped. Yes the chat people are always super nice and quick but if they can't solve your problem by answering a question you are on your own. Had problems with material (printbed damaged, filament bad, wrong assembled hotend etc.) and never received any replacement parts nor anything. I'm not mad at Prusa or anything, just stating my experience and opinion with the service they provide. Still ordering material and printers from them as their products are still awesome.

About your shipment, it looks like you ordered the preassembled one. This should come with foam around it and this looks like the foam disseolved on the way to you. I think this foam is nowerdays made out of sugar-corn material and maybe dissolves in saltwater?? No idea but if you have a thick soup of "something" on the bottom this could be it. As I know shipping companies well, you, as a receiver, can't do anything, Prusa as a sender needs to do the work / complain. With the above said about the service, good luck anyoing them over, and over again to get any results. As Prusa is in the EU and you probably in the USA legal stuff could be out here. I just hope you will get a new one soon or your money back.

Posted : 27/01/2022 9:04 am
Vincent
(@vincent)
Eminent Member
RE: Prusa's MK3S+ arrived as shrapnel

Prusa should stop using FedEx as a courier service.  Many years ago, I spoke to a FedEx driver who told me a small number of packages can go missing until punitive measures are taken against the driver.  It's possible that policy is no longer practiced.  I've tried filing claims with them in the past, and was denied every time.  I remember having a rare BMW factory hood sent air freight from Germany.  Packaged well in a wooden frame crate.  Significant dent on delivery.  Claim denied.

I was one of many customers waiting for their Black Friday order that was stuck in France for a long time.  It took 18 days to arrive (Dec 5 - Dec 23). The total price of my invoice was $790.86.  My credit card was charged a customs fee of $47.43 (I had a FedEx account) sometime after delivery.  I wasn't told about the customs fee until a week ago when I received a FedEx invoice last week.  FedEx is the cheapest option to ship for a reason.  

DHL, in my opinion, it is best option.  Almost all orders were delivered in two days (Prague - New York) with no issues.  I will be using them when the XL is ready to ship.

Posted : 27/01/2022 4:46 pm
K7ZPJ
(@k7zpj)
Estimable Member
RE:

Using the Fedex Delivery Manager software you can find out the name of the person that made the determination of your claim and the reason for the claim.  You can contact FedEx and tell them that you are disputing the claim and the reason why.   I had to do this once and successfully got the determination changed.

If they claim the damage / theft occurred on your porch then you have to a way to prove that it didn't happen on your property such as a camera.   That is why I always have valuable packages delivered to a FedEX Pickup location.

If they don't change it, then file a police report for the theft / damage and send FedEx the name of the police dept and the report number.

Being persistent in cases like this can payoff.

Maybe this will cheer you up a bit, here is a story of guy that had to take United Airlines about damaged items and won big time. 

Posted by: @duped

On December 14 2021 I ordered the MK3S+ printer kit. On January 11 this 3d printer finally, arrived in shrapnel form, see picture below.

The printer was missing most of its parts and the manuals as well as the broken parts were soaking wet including the electronics. It was a total loss not to mention hazardous.

I contacted Prusa support, immediately. Initially they showed some empathy, but since then it has been radio silent. Replacement of this item is contingent on the acceptance of a claim made to the shipper. Today, I contacted the shipper FedEx and found out they for unknown reason declined the claim. So now I am out of $749, excluding the junk I have now at my home. I am mad as hell.

 

This post was modified 4 months ago by K7ZPJ
Posted : 27/01/2022 7:38 pm
jdFin
(@jdfin)
New Member
RE: Prusa's MK3S+ arrived as shrapnel

It's a bummer to see this kind of thing as I await my first 3d printer (mk3s+ kit, ships in a couple weeks). Stuff happens, but the response is what matters - it worries me that they abandoned you. The "correct" response would be to decide whether the customer is likely telling the truth, and if so, ship a new printer immediately, in parallel with filing a claim with the carrier.

I can get broken stuff and be ignored by companies across the other ocean from me for a lot less money.

Posted : 29/01/2022 3:47 am
tentaclejoe
(@tentaclejoe)
RE: Prusa's MK3S+ arrived as shrapnel

We don’t know if he’s been abandoned. An update from the OP would be great. 

Personally I have had great costumer service from Prusa myself. 

Posted : 29/01/2022 4:21 am
duped
(@duped)
New Member
Topic starter answered:
RE: Prusa's MK3S+ arrived as shrapnel

As per request. I have finally good news. My predicament has been resolved by Prusa!   I am, however, not impressed with FedEx.                

Posted : 29/01/2022 4:26 am
jdFin
(@jdfin)
New Member
RE: Prusa's MK3S+ arrived as shrapnel

@tentaclejoe, you are right, I should not be yelling from the bleachers with incomplete information. I'm glad it all worked out; still excited to get mine and figure out why I need one.

Posted : 29/01/2022 5:33 am
towlerg
(@towlerg)
Noble Member
RE: Prusa's MK3S+ arrived as shrapnel

Glad to hear that Prusa came through.

Like most people if offered a choice as to which shipper to use, invariably I pick the cheapest one. Perhaps a rethink is required.

Posted : 29/01/2022 11:10 am
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