Thourougly dissapointed in Prusa customer service
I've had nothing but good experiences with Prusa's support until today.
I'm in Canada, and I have warranty parts stuck/lost because of DHL labour dispute. While I understand that Prusa isn't directly responsible for the strike, the answer from their customer service is dissapointing.
The customer service agent did the right thing and issued another replacement order but he contacted me via email today to tell me that until the strike is over. Prusa isn't shipping anything to canada, effectively abandonning their canadian customer.
/end of rant
I was really expecting more from Prusa 🙁
DHL Canada's staff have been on strike since Jun 8th, nothing is moving. Other carriers are swamped with extra parcels that would have gone via DHL and the whole delivery infrastructure is clogged. If Prusa sent shipments into the mess they would be delayed indefinitely and may just make things worse - you're local, what else could they do?
Cheerio,
RE: Thourougly dissapointed in Prusa customer service
Respectfully I disagree, I was basically told we don’t ship to Canada, in my case a warranty part and that’s it, printer inoperable no solution presented that’s lazy customer services.
a delay via fedex is better than no parts at all
RE: Thourougly dissapointed in Prusa customer service
What, exactly, do you want them to do?
Obviously Prusa has no influence on DHL; even if every printer Prusa manufactured were sent via DHL, they'd be a rounding error on DHL's bottom line. There's nothing they can do to affect the strike, any more than there's anything they can do to affect US tariffs.
I assume you want them to use a different shipper, but have you looked into the difficulties and costs in doing so? I haven't, but unless you have, I don't see how you can criticize them. Things outside of our control can be frustrating, but that doesn't mean we should lash out.
I've had nothing but good experiences with Prusa's support until today.
I'm in Canada, and I have warranty parts stuck/lost because of DHL labour dispute. While I understand that Prusa isn't directly responsible for the strike, the answer from their customer service is dissapointing.
The customer service agent did the right thing and issued another replacement order but he contacted me via email today to tell me that until the strike is over. Prusa isn't shipping anything to canada, effectively abandonning their canadian customer.
/end of rant
I was really expecting more from Prusa 🙁