Warning about shipments to the U.S.
I've been a Prusa customer since 2019. My order history over that duration includes 15 orders, of which four were over $600 (three printers and a MK3S-to-MK4S upgrade kit).
My latest order totaling $1,275, placed on March 31st, was for two enclosures and a print sheet. The items were shipped in three separate packages and steadily made their way overseas until April 10th, when they arrived in a FedEx warehouse in Memphis, TN, and then just... stayed there. No status updates on any of the three packages since 2pm that day.
On Monday evening, I contacted FedEx to ask about the status of my delivery. FedEx informed me that since it's an international shipment, I needed to talk to the international shipments department, but they were closed, so call back tomorrow.
On Tuesday afternoon, I called back. First I had a frustrating experience with the automated system that insisted I wanted to know about *a completely different* FedEx order that arrived on time.
Then I had a second frustrating experience with a customer service rep who listened as I explained that I need help with an international shipment and need to speak with the international shipments department, put me on hold for 10 minutes, and then informed me that my shipment was an international order and that she would transfer me to the international shipments department.
Finally I reached someone at the international shipments department who put me on hold, and then came back to say that because it's an international shipment, they can't deliver it until they receive a completed form... from me. But they had forgotten to tell me about the form, or to contact me in any way. So all of my packages were in limbo.
The customer service rep couldn't identify "the form" in question, but said that he would have it sent to me. The rep then took down my email address and repeated it back to me before promising to handle the issue.
That was 12 hours ago. I haven't received "the form" via email. I haven't been contacted in any way about this shipment. And the status of the items has not changed.
I honestly don't know if I'm ever going to get my $1,275 of goods. I don't know when or even how I will receive "the form," or what information it requires, or if I need to pay money, etc.
This is easily the worst shipping experience I've had with FedEx. I won't be using them again for any reason, and I really hope that Prusa can find a different carrier so that customers can be spared this kind of insanity in the future.
RE:
That sucks. International trade into the US has certainly gotten more difficult recently (I'm really trying not to get political, there are better forums for that). You are probably going to have to start fighting with the FedEx "customer" "support" daily until you get this resolved. Maybe you can get a case ID number to help reduce the number of times you have to repeat your situation? Escalation might also be required at some point. You may also want to ask at some point for the direct line to the international shipments department. I don't know if they will give that phone number out, but it won't hurt to ask.
I know DHL is another shipper that you can use from Prusa to the US, but if the log-jam is in the communication from US Customs Control to the shippers they may have similar issues. (Though the whole incident were they put you on hold for 10 minutes to then tell you what you already told them isn't acceptable customer service...)
See my (limited) designs on:
Printables - https://www.printables.com/@Sembazuru
Thingiverse - https://www.thingiverse.com/Sembazuru/designs
RE: Warning about shipments to the U.S.
I spent 30 minutes (exactly) on the phone with FedEx today. First I had to convince the automated system to transfer me to a customer service rep; then I waited on hold for ten minutes while the customer service rep confirmed that she couldn't help me and needed to transfer me to international shipments; then I waited on hold for ten minutes while the international shipments person determined that she *also* couldn't help me and I needed to talk to a specialist; then I waited on hold for nearly ten minutes to speak with the specialist.
The specialist said that customs is "investigating" and no action is required from me.
I pointed out that it had been a week, and she backtracked and said that they're waiting for me to fill out "the form."
She offered to email me a link to a form. I mentioned that a representative yesterday promised to email me "the form" and then didn't, so I insisted that she stay on the phone with me until I received the form. Like magic, the form appeared in my inbox a minute later.
"The form" is Department of Homeland Security / U.S. Customs and Border Protection (CBP) Form 1651-0064: Create/Update Importer Identity Form.
Notably, "the form" indicates its expiration date of 08/31/2024.
Anyway, "the form" is a DocuSign form that is primarily aimed at professional importers. It asks for an IRS EIN, or a CBP-assigned number, or, for little people like me, a Social Security Number. I also provided my physical address, email address, and phone number (repeatedly), checked the "Individual" box for "Business Type," and skipped the majority of the form that asked questions about business. 90% of the completed form is blank.
I read the attached instructions and verified that I had correctly and completely filled it out, digitally signed it, and submitted it. I guess we'll see what happens now.
RE: Warning about shipments to the U.S.
This is very odd. I've gotten lots of Prusa shipments before from both DHL and FedEx and have never had to do any of this. My XL came FedEx and that was over 4,000 dollars.
Have you checked with Prusa? Usually the shipping company handles that kind of stuff not the receiver.
RE: Warning about shipments to the U.S.
I'm not from the US but it's not strange to me to have that happen. The shipping company only handles the customs if they're paid for that service. If that service wasn't booked by the sender (eg because at the time of booking a simple customs declaration on the shipping label would have been enough) then that means the importer - the customer - is responsible to do the declaration.
I've imported from the US, Japan, China and India, for eg DHL the price for them doing all the customs business for you can double or triple the shipping cost.
About 4 years ago companies in China did an awful job with their shipping labels so I had to personally go to customs and fill out forms at least a dozen times (if I refused to fill out the forms the items would be destroyed)
RE: Warning about shipments to the U.S.
I've shipped lots of stuff internationally and we always do the declarations, however the customer is responsible for any import taxes which are usually collected by the shipping company.
RE:
Yes, it actually says on the relevant page on this site https://help.prusa3d.com/article/vat-value-added-tax-customs-fees_1505 that while the customer is responsible for paying all duties the shipment provider has an agent to help with it. This means prusa is actually paying for the customs service (well - I guess it's included in the product price) and probably the shipping provider should be contacted.
RE: Warning about shipments to the U.S.
I would contact Prusa. I have some experience from shipping products to us customers and there is a bunch of paperwork that need to be attached to the outside of the package from the seller, if that gets destroyed or lost in transit the result is confused us customs. Prusa as a seller should be able to track the shipment down and secure that the correct paperwork is provided.
/Anders
RE: Warning about shipments to the U.S.
Don't forget that at the moment the shipping carriers are also scrambling to adapt to the chaotically changing tariff structure so might not actually know what they should or not be charging as fees.
RE: Warning about shipments to the U.S.
I would contact Prusa. I have some experience from shipping products to us customers and there is a bunch of paperwork that need to be attached to the outside of the package from the seller, if that gets destroyed or lost in transit the result is confused us customs. Prusa as a seller should be able to track the shipment down and secure that the correct paperwork is provided.
Thanks - I contacted them yesterday and they agreed to look into it. No word yet, but I'm hopeful.
RE: Warning about shipments to the U.S.
Don't forget that at the moment the shipping carriers are also scrambling to adapt to the chaotically changing tariff structure so might not actually know what they should or not be charging as fees.
I get that, but my complaint really isn't about the tariffs. (I mean, I have a lot of very loud complaints about the policy of tariffs and the process of rolling them out, but not specifically in the context of this shipment.)
My complaint is centrally about FedEx's process of:
1) Carelessly dumping my shipments in a warehouse like Raiders of the Lost Ark,
2) Failing to advise me of how to solve the problem or what the problem is or even that a problem exists for an entire week, and
3) Making it extraordinarily difficult for me to get information about the problem or figure out how to solve it, even to the point of failing to email me the form that I need.
All of that is on FedEx and is not acceptable behavior for any shipping business. I will be avoiding FedEx for any future shipments.
RE: Warning about shipments to the U.S.
here here. same boat, same place, same week, same lack of communication.
RE: Warning about shipments to the U.S.
Perhaps by the time Prusa gets around to shipping the MK4S to C1 upgrade kits Fed Ex will get their act together. 😎
RE: Warning about shipments to the U.S.
If you haven't heard, DHL said it will be no longer delivering packages with a value over $800 sent to the United States, as of April 21st.
RE:
If you haven't heard, DHL said it will be no longer delivering packages with a value over $800 sent to the United States, as of April 21st.
That stinks. I've had really good luck with them in the past. And if this is how FedEx is handling things it doesn't look good.
Are there any other members in the US that have recorded received their core one with FedEx?
RE: Warning about shipments to the U.S.
https://www.google.com/amp/s/www.bbc.com/news/articles/c1jx9ep5l63o.amp
This probably explains the hold up even at FedEx. I'm guessing Prusa is going to have to step up here.
RE: Warning about shipments to the U.S.
There is a limit to what Prusa can do as they are not a logistics company. They might be able to send a container over to a US dealer and let them send them on but even that might be held up and it will have to go be sea even if they can get it through
RE: Warning about shipments to the U.S.
sigh... so much *winning* /s
RE: Warning about shipments to the U.S.
There is a limit to what Prusa can do as they are not a logistics company. They might be able to send a container over to a US dealer and let them send them on but even that might be held up and it will have to go be sea even if they can get it through
My suspect is that there is more paperwork required than in the past that Prusa was not aware of. Normally the customer dies not handle the paperwork, it's the shipper who is responsible.
RE: Warning about shipments to the U.S.
The problem is the shipper can only handle the paperwork if they know what paperwork is required, which at the moment seems to change all the time.
Plus why should Prusa put themselves out for an entirely self made problem in the US which has occurred between shipping and receipt State side?