The Prusa chat appears to be gone
I have been trying to find the Prusa chat for quite some time now. It isn't in the usual places, and when log in and I go to "Contact us" at the bottom of a page, I get a page with three options. The middle is the start chat option. When I click it (it really isn't a link), I get nothing. The first option is to visit out media page, which works, and the last (third) option is to ask for a price quote, which also works.
I need the chat option, but it seems to have been discontinued. I am getting strange artifacts on my XL prints, and all the real support options are gone.
If they aren't gone, where the heck are they?
Senior Life member of IEEE.
RE: The Prusa chat appears to be gone
I have encountered that on occasion (including now). Once or twice, my script blocker's site-specific allow list had to be updated.(I eventually just disabled it on help.prusa.com)
More recently, I've come to suspect it doesn't appear/function when they aren't actually staffed. I think they're at UTC+2 currently, so assuming your post time (4:11pm) is shown to me in my UTC-4, then it was around 10pm there. I know they say they offer 24/chat support 7 and it does seem that they make a good effort, but I imagine it's not always going to be achieved.
I could be totally wrong as I've seen similar functions on other sites simply tell you no one's there to chat which would definitely be more helpful. But Prusa is known to reskin/mod other software pretty heavily. Like this forum has a WordPress backend and of course there's the transformation of Slic3r PE into Prusa Slicer.
Or maybe the connection between the chat service and the website breaks and the person who can fix it works normal hours.
My guess based on limited experience would be that if you where you usually go closer to Prague business hours, they'll magically/eventually reappear on pages at help.prusa.com .
RE: The Prusa chat appears to be gone
I have encountered that on occasion (including now). Once or twice, my script blocker's site-specific allow list had to be updated.(I eventually just disabled it on help.prusa.com)
More recently, I've come to suspect it doesn't appear/function when they aren't actually staffed. I think they're at UTC+2 currently, so assuming your post time (4:11pm) is shown to me in my UTC-4, then it was around 10pm there. I know they say they offer 24/chat support 7 and it does seem that they make a good effort, but I imagine it's not always going to be achieved.
I could be totally wrong as I've seen similar functions on other sites simply tell you no one's there to chat which would definitely be more helpful. But Prusa is known to reskin/mod other software pretty heavily. Like this forum has a WordPress backend and of course there's the transformation of Slic3r PE into Prusa Slicer.
Or maybe the connection between the chat service and the website breaks and the person who can fix it works normal hours.
My guess based on limited experience would be that if you where you usually go closer to Prague business hours, they'll magically/eventually reappear on pages at help.prusa.com .
Nope. I have tried during Prague business and on 3 different browsers (Edge, Firefix, and Brave) with script blockers turned off on all 3 browsers. No luck. I emailed them about the issue and they accused me if not turning off my script blockers (which were already off). I replied to the email saying the script blockers were already off, but I never heard back (and its been almost a week).
It is my belief that Prusa has abandon it's old user base and is concentrating on high-end industrial printers. Can't make enough money messing with hobbists.
I still can't get decent prints out my my XL.
Steve
Senior Life member of IEEE.
RE:
I chatted with them a few days ago, but today, no chat. But hey, at least the language is now English, not a roll-a-thon across all the languages they support ! But then Microsoft just dumped an update on me so Edge probably isn't the same version as yesterday.
RE: The Prusa chat appears to be gone
I chatted with them a few days ago, but today, no chat. But hey, at least the language is now English, not a roll-a-thon across all the languages they support ! But then Microsoft just dumped an update on me so Edge probably isn't the same version as yesterday.
But Brave and Firefox weren't updated. No chat there, either.
Senior Life member of IEEE.
RE: The Prusa chat appears to be gone
Today I can see the chat tool in Chrome but not in Firefox.
Last night I filled out their inquiry form and a Martin Parr from Prusa customer support replied to say:
Our chat is available 24/7 for our English-speaking Prusa Community, and others, with additional languages being added systematically.From our website, you can access chat by clicking on the Chat Now icon, found in the bottom Right corner of the landing page.I hope this helps. Did you experience a moment when the icon was not visible on our page? Sometimes the homepage only needs to be refreshed.
I replied including a link to this thread.
RE:
I have noticed in Firefox that when I post here, the floating popups are in French... something like "En cours" just after I click "Add Reply" and then the green speech bubble is labeled "Vous avez répondu."
I tried setting Chrome to French and the chat widget on the Prusa home page did not appear when Chrome relaunched. It did appear -- but required an additional reload/refresh of the page -- after setting it back to English and relaunching.
I suspect there is a language detection issue with their code and Firefox. Especially if the popups are in English as I'm using Chrome to post this...
Edit: there were no status popups in Chrome and the editor was just plain text... had to switch back to Firefox to edit this message. Oh, well... might have been a nice test.