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?
Well I think the US is a big market for them, so they'll have to adapt of they want to sell here. It sucks, but it is what it is.
RE: Warning about shipments to the U.S.
Prusa just needs to get their house in order. The US is a large enough market to have a warehouse here where products are sent from. I THOUGHT that was Printed Solid was supposed to be when they purchased it, but I guess not. When I buy something from Bambu Lab, it doesn't ship from China. It may have come from China originally, with tarrifs, but that's another story.
RE: Warning about shipments to the U.S.
Well, a few more days have gone by, and in the meantime:
* I submitted the "Importer" form to FedEx last Thursday, and I have an email confirming its receipt. But I don't see any indication of its submission being recorded for any of the three packages (two enclosures and a print bed, all apparently shipped individually and all stuck together in the FedEx warehouse).
* None of my packages have progressed or even have a status update. All three have a last update of April 10th.
* Last Thursday, I contacted Prusa Support to ask for their help with the shipping issue. They indicated that they would contact FedEx by email and would copy me. I haven't gotten any email whatsoever. I also don't see any update the order page for Prusa or any indication that anything is in process.
* I started looking into filing a claim with FedEx for lost packages. I found this page and noted these comments:
FedEx's lost package policy also has a time limit for filing a claim. Customers must file a claim within 60 days of the shipment date for domestic packages and within 21 days for international packages. Failure to file a claim within the specified time frame may result in the claim being denied.
All three of my packages were delivered from Prusa to FedEx on April 3rd, so I need to have a claim filed by April 24th.
* I started the process of filing a claim with FedEx as the receiver, but the process stopped me partway through because, apparently, FedEx prefers that the shipper initiate such a claim, not the receiver. The page indicated that if I submit a claim and FedEx hasn't received a "waiver of claim filing" by the shipper, their system will automatically deny my claim.
* Because of the above, I contacted Prusa Support again today to inquire about the status of my request for help. The rep indicated that Prusa has opened a ticket and has contacted FedEx, but has not yet heard back. I raised my concerns about the time window for filing a claim and my fallback option of disputing the credit card charge, and asked the rep to add those notes to my support ticket. The rep agreed to do so.
So... I guess I wait another 24 hours and then contact Prusa again if I've still received no email and nothing has changed.
I will note that one of the reasons I keep buying Prusa products, at a premium over other printers on the market, is because of the quality of support that I've previously experienced. If this incident ends with me being out $1,200 without recourse, it will materially impact my interest in continuing to be a Prusa customer - to put it mildly.
RE: Warning about shipments to the U.S.
I doubt they will leave you to eat the 1200. The odd part is that if your packages were from April 3rd I wonder why there was any issue. That was before the tarrifs stuff took effect.
I talked with support today in fear of my upcoming shipment and they said they are aware of the issues and are working on a plan. Someone from the shipping dept is supposed to be contacting me. Well see if that happens.
I also had a odd thing happen that they are trying to figure out. I opened my order to see what it would cost to ship DHL and it was way more. So I hit cancel and undo changes, but now it says I owe $12 even though I didn't change anything. So far nobody has been able to help. I'm not quite sure why they just don't just credit the $12. It almost seems like the people on the chat support have no authority. They are supposed to be getting back with me.
RE: Warning about shipments to the U.S.
It seems Fed Ex is having to get more detailed in its practice importing goods. My impression is they were not pleased with this either.
These are the questions I received from Fed Ex on my order:
The information and documents required are as follows:
5106 FORM [filled in by the US IMPORTER]
Detailed DESCRIPTION of shipped goods
Material COMPOSITION of shipped goods
What are they made of?
If shipped goods are made of ALUMINUM, please provide
i. PRIMARY COUNTRY of SMELT
ii. SECONDARY COUNTRY of SMELT
iii. COUNTRY of CAST
iv. Percentage value of aluminum content
If shipped items are made of STEEL, please provide
i. COUNTRY of MELT
ii. COUNTRY of POUR
iii. Percentage value of steel content
END USE of shipped goods
What are they used for?
Detailed description of all KITS
List of all kit elements along with separate value of each element
If lubrication set contains any chemical mixtures = please provide a TSCA
Printed Solid was no help on these questions - Which seems very odd considering they would be the importer on record for the US. Therefore they would likely have to answer the same questions. I have a question out to Prusa support right now.
My answer for most of these is The exporter of the products covered by this document declares that, except where otherwise clearly indicated, these products are of Czech Republic/EU preferential origin. Which is the verbiage Prusa has on the invoice. How am I going to know the smelting location... of course this is artisanal Český Ráj steel known for its sandstone formations and quant villages. You can just tell can't you? C'mon % steel for a product I do not own yet. TSCA for a 20g (less then 1oz) bottle of what is essentially ~high% mineral oil that is $8.29 USD? The harmonized codes also answer most of this infomation on the end use it is rather a pain just to fill in with just enough detail but not enough that I get bumped to a different class.
RE: Warning about shipments to the U.S.
Don't know about the US but in Germany the only way I'd "eat" the $1200 is when I authorize the shipment company to just leave the package in front of my house (in which case it counts as delivered) and anything happened to it.
Until the package is delivered the sender and shipment company have full liability for the package, nobody can make me pay for undelivered goods.
I assume it's similar in the US but maybe I'm wrong.
If you look at the questions the previous poster got by fedex it's clear that US customs changed their procedure overnight and nobody could predict what it would be, I'd neither blame fedex nor prusa for that but a completely different person 😉
RE: Warning about shipments to the U.S.
It is the same in the US.
Don't know about the US but in Germany the only way I'd "eat" the $1200 is when I authorize the shipment company to just leave the package in front of my house (in which case it counts as delivered) and anything happened to it.
Until the package is delivered the sender and shipment company have full liability for the package, nobody can make me pay for undelivered goods.
I assume it's similar in the US but maybe I'm wrong.If you look at the questions the previous poster got by fedex it's clear that US customs changed their procedure overnight and nobody could predict what it would be, I'd neither blame fedex nor prusa for that but a completely different person 😉
RE:
[...] The odd part is that if your packages were from April 3rd I wonder why there was any issue. That was before the tarrifs stuff took effect. [...]
The important date for this shipment is April 10. AFAIK Tariffs are levied when products are passed through customs, and the first post in this thread seems to indicate the packages arrived in Memphis on the 10th where they would then go through customs clearance. From what I can tell from this article (but the wording seems a little vague and confusing), midnight April 9th (i.e. morning) is when the "reciprocal" rates into the US from the rest of the world went into effect. But also on the afternoon of the 9th, just hours after the higher rates went into effect, except for the base 10% tariff and China in general the higher rates were delayed by "90 days". (I'll believe that 90 days when I see it.)
Bureaucracies can't change on a dime without things breaking. It looks likely that one of the things that broke was the OP's shipment processing, and possibly many other customer's shipments.
See my (limited) designs on:
Printables - https://www.printables.com/@Sembazuru
Thingiverse - https://www.thingiverse.com/Sembazuru/designs
RE:
Don't know about the US but in Germany the only way I'd "eat" the $1200 is when I authorize the shipment company to just leave the package in front of my house (in which case it counts as delivered) and anything happened to it.
Until the package is delivered the sender and shipment company have full liability for the package, nobody can make me pay for undelivered goods.
I assume it's similar in the US but maybe I'm wrong.
My concern is that I can foresee an outcome where FedEx doesn't deliver my stuff, or only delivers part of it, or delivers it damaged or manhandled by customs, and their response is "you should have filed a claim within 21 days of the shipment date, but you didn't do that in time, so we're not responsible for anything."
And Prusa might respond with: "We delivered it to FedEx in due course, and if FedEx mishandled it due to their internal chaos and nonsense with tariffs, that's not our responsibility. We'd be happy to help with whatever resolution you need, but we're not going to refund the charges for goods that we shipped out on time."
And even if I dispute the charge on my credit card, the investigation process might come back with: "FedEx has a claim resolution process, and if you didn't use it, that's your fault and we are not responsible."
I'm a lawyer by training, so spotting the worst-case risk and taking proactive steps to avoid it is second nature. Yes, the worst-case scenario here seems unlikely, but the probability is not only nonzero but much more significant than winning the lottery. Posting here is part of my proactive effort to avoid that outcome - and a PSA / warning to others about the nonsense with shipping that they might want to avoid by holding onto their orders for a while.
RE: Warning about shipments to the U.S.
Obviously I don't know US law, but in Europe FedEx is considered the agent of Prusa and therefore the risk is with Prusa until delivered. If FedEx trash the goods it would be between Prusa and FedEx to sort out but as your contract is with Prusa you would look to them to resolve your problem under that contract.
RE:
Bureaucracies can't change on a dime without things breaking. It looks likely that one of the things that broke was the OP's shipment processing, and possibly many other customer's shipments.
As I wrote earlier, this isn't really a post about tariffs. I understand that the volatile tariff policy is creating chaos - with no clear basis - and if I end up having to pay an extra $200 on my shipments, I'll grumble and do it and move on.
My complaint is specifically about how FedEx is handling this as a customer service issue. For instance:
- FedEx could have sent a courtesy email with information about the delay, the underlying issue or next steps, and a contact point to answer questions. They didn't do that.
- FedEx could have sent a basic automated message acknowledging that the shipment was still in process and providing hyperlinks to the tracking pages. They didn't do that.
- FedEx could have updated their tracking page with additional information, even just a basic hyperlink, to a page with further information about international shipments. They didn't do that.
- FedEx could have adjusted their automated phone menu with a direct line for questions about international shipments. Or, FedEx could have trained their front-line customer service staff in where to forward calls about international shipments. They didn't do that.
From a customer perspective, FedEx appears to be doing nothing at all. They dumped my packages in a warehouse, have apparently taken no steps about them for literally 13 days now, and apparently have no intent to do so. My snarky analogy to Raiders of the Lost Ark is turning into an actual possibility.
RE: Warning about shipments to the U.S.
As I said above FedEx is Prusa's agent, tell Prusa to either sort it out or refund you. Your contract is with Prusa they need to fulfill the contract and it is Prusa's agent that are screwing you around.
RE: Warning about shipments to the U.S.
Bureaucracies can't change on a dime without things breaking. It looks likely that one of the things that broke was the OP's shipment processing, and possibly many other customer's shipments.
From a customer perspective, FedEx appears to be doing nothing at all. They dumped my packages in a warehouse, have apparently taken no steps about them for literally 13 days now, and apparently have no intent to do so. My snarky analogy to Raiders of the Lost Ark is turning into an actual possibility.
I totally agree. FedEx is dropping the ball here. I wasn't trying to give them an excuse, rather offering perspective so you know where/how to apply the clue-by-four. 😉
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.
FedEx is dropping the ball; DHL flat out threw the ball down! Not surprising, given they have been handed a huge medicine ball!
I realize this isn’t a political forum, but it doesn’t help to fault the businesses who are trying to adapt and survive. Everyone knows where the blame lies.
MK4S/MMU3
RE: Warning about shipments to the U.S.
In defense of FedEx. I'm wondering if you have ever managed a $100 billion company? These tariffs were sprung on it with less than 12 hours notice, and little details. Do you really expect them to instantly react and have everything in place for the changes, which change hourly? They are not to blame for the problems. Neither is Prusa, for the same reasons.
Bureaucracies can't change on a dime without things breaking. It looks likely that one of the things that broke was the OP's shipment processing, and possibly many other customer's shipments.
As I wrote earlier, this isn't really a post about tariffs. I understand that the volatile tariff policy is creating chaos - with no clear basis - and if I end up having to pay an extra $200 on my shipments, I'll grumble and do it and move on.
My complaint is specifically about how FedEx is handling this as a customer service issue.
RE: Warning about shipments to the U.S.
In defense of FedEx. I'm wondering if you have ever managed a $100 billion company? These tariffs were sprung on it with less than 12 hours notice, and little details. Do you really expect them to instantly react and have everything in place for the changes, which change hourly?
Was that my complaint in my original post? Where did I demand "instant" updates about anything?
As I wrote above, FedEx could have:
- Sent a courtesy email with information about the delay, the underlying issue or next steps, and a contact point to answer questions.
- Sent a basic automated message acknowledging that the shipment was still in process and providing hyperlinks to the tracking pages.
- Updated their tracking page with additional information, even just a basic hyperlink, to a page with further information about international shipments.
- Adjusted their automated phone menu with a direct line for questions about international shipments.
- Trained their front-line customer service staff in where to forward calls about international shipments.
Amazon, Microsoft, Apple, and Sony do all of that, and more, for their products.
This is all basic customer service. FedEx did none of that, or anything else.
If "accept a customer's package, dump it in a warehouse, provide zero communication for weeks on end, and do nothing to help the customer navigate the problem" is consistent with your definition of customer service - then I hope I never have to do business with you.
RE: Warning about shipments to the U.S.
Well my order is evolving differently then OP. Fed Ex has been great I have a rep that is responsive and in the loop we have daily chats and she can track the progress of updates. The communication I can't seem to close is Prusa itself. FedEx emailed me Sunday, about contacting Prusa for more information. (Sunday 4/20) After no receiving a response I was contacted again by Fed Ex both Email and by Phone. This shipment has a deadline for a response of 4/25. Later that day I emailed Prusa support with the Customs Questions with my suggested answers. Next morning no response, I contact support they say they have received it and are working on a response. They say they will need a day to respond. I send my response to Fed Ex that this is what I have and I am also waiting for more information from the vendor. Next morning, Prusa support has no additional information they confirm they have seen the questions and have been in contact with Fed Ex on their side but no contact with me yet....I expect to have feedback from Customs tomorrow on my answers and likely tariffs. If not then it is back to Fed Ex and some early morning work to get in contact with Prusa. Feels like i am having a one way conversation but at least Fed Ex is responsive. Also for those who said that Fed Ex is Prusa's agent they ship DAP intercoms DAP – Delivered at Place: The seller must deliver the cargo to the final, defined destination. Once delivered the cargo transfers to the buyer. The buyer must unload the shipment from the truck. The buyer is also responsible for import duty, taxes, and customs clearance. So the responsibility of customs clearance is on me but in a case like this where the importer can't possibly know the details of smelting locations and percentages of steel in their device or the kit components. It becomes a bit of tangle and a pretty big question do they want to support this sale because as DAP states the seller (agent) must deliver the cargo to the final, defined destination (my house) so then it appears the sales contract is broken. Here is the information on prusa's shipping intercoms https://help.prusa3d.com/article/faq-orders_394366
RE: Warning about shipments to the U.S.
Another few days have gone by with no updates. Last status update on all three of my packages was on 04/10.
I emailed Prusa yesterday indicating that I needed them to initiate a lost-packages complaint by today, quoting the information I found about the 21-day FedEx claims deadline and my concerns. I received no response today.
I intend to wait until 04/30 - which is one month to the day from when I placed the order - and then initiate the charge reversal process. I presume that Prusa Support will be unhappy and will probably terminate my account. But by that point, I will have completely given up on both FedEx and Prusa Support, and this will be literally my only option for any resolution that does not involve just eating a $1,270 charge.
RE: Warning about shipments to the U.S.
This is crazy. I'm wondering if anyone has gotten their package in the US after the 10th. I was told today that mine was shipping soon, so I guess we'll see.
RE: Warning about shipments to the U.S.
David.s174 really sorry to hear this horror story. I hope it is resolved soon it sounds like a bit of a mess and you do not have a good FED Ex agent. Mine was resolved and it should be arriving tomorrow. It was really a lot harder than it should have been. Keep on Fed EX