Whats the normal turn around for email reply?
I emailed Prusa last week with two pre purchase questions with no reply.
Is this normal? Its concerning to order a printer and not be able to get support. Even more concerning not to get a quick reply before even buying it. ❓
Good judgment comes from experience, and a lot of that comes from bad judgment.
Re: Whats the normal turn around for email reply?
That may depend on the questions, and/or on their workload. I have no idea how many people they have answering how many emails per day.
I've had similar issues (slow response time) with support, and more.
IMO, they'd do well to read Customers for Life and adopt the practices/philosophy therein.
That's "MISTER Old Fart" to you!
Re: Whats the normal turn around for email reply?
IMO, they'd do well to read Customers for Life and adopt the practices/philosophy therein.
That's a book which is probably only relevant in a Galaxy Far, Far Away 😉
Peter
Please note: I do not have any affiliation with Prusa Research. Any advices given are offered in good faith. It is your responsibility to ensure that by following my advice you do not suffer or cause injury, damage…
Re: Whats the normal turn around for email reply?
Good customer relations are universal. I ran my business by it for over ten years, and I credit it largely for growth, reputation, and success. In that time, I had zero customer complaints that were not resolved to the customers' satisfaction. I'm kinda proud of that record.
Providing excellent customer service was important in 1990. It is even more important today.
How to Create Customers for Life
That's "MISTER Old Fart" to you!
Re: Whats the normal turn around for email reply?
I'm kinda proud of that record.
And so you should be!
Peter
Please note: I do not have any affiliation with Prusa Research. Any advices given are offered in good faith. It is your responsibility to ensure that by following my advice you do not suffer or cause injury, damage…
Re: Whats the normal turn around for email reply?
Ive run an online business now for nearly 18 years and quick customer service is key. You would think with 800 units shipped a day they would have the resources to hire a few extra CSR and reply to emails within 1 or 2 business days max. Just saying.
Anyway...
I guess I just ask my questions here.
#1 Does Prusa offer ANY student discount/voucher? Anything at all. With a full time job, family and 3/4 time student Im pretty maxed out. Any discount would help greatly. Many other 3D printer manufactures and 3D software makers offer student discounts but I couldn't find anything about Prusa doing the same.
#2. Are the lead times for the MRK3 with powder coated beds still taking 5-6 weeks?
#3. Ive heard the MRK3 has some Inconsistent Print Artifact issues. Have these been addressed in the new printers?
Good judgment comes from experience, and a lot of that comes from bad judgment.
Re: Whats the normal turn around for email reply?
1. No discounts are available - basically, it's pretty good value anyway.
2. Shipping times are here: https://help.prusa3d.com/l/en/article/6OdtbKF1bw-mk-3-shipping-information#_ga=2.23744762.1593253433.1531127225-2079244082.1528115016
3. The artefacts are the same as any other printer and results are better than most others in this price bracket.
You will , of course, find others with differing opinions 😉
Peter
Please note: I do not have any affiliation with Prusa Research. Any advices given are offered in good faith. It is your responsibility to ensure that by following my advice you do not suffer or cause injury, damage…
Re: Whats the normal turn around for email reply?
Thanks Peter for the reply. All pretty much what I was thinking.
@ RufusClupea
Thanks for the PM and pointers. I cant use the PM reply yet so Ill just post the Thanks here... 😀
Good judgment comes from experience, and a lot of that comes from bad judgment.
Re: Whats the normal turn around for email reply?
I get they are busy and I already ordered a MRK3 and MMU kit but still no reply after a week to my original emails. 😉
@Prusa, you really need to work on that. I hope your tech support is better then your pre sale support.
Good judgment comes from experience, and a lot of that comes from bad judgment.
Re: Whats the normal turn around for email reply?
I hope your tech support is better then your pre sale support.
You will get great support from the forum 🙂 but you also have the "Live Chat" on the shop pages where you don't have to wait too long.
Peter
Please note: I do not have any affiliation with Prusa Research. Any advices given are offered in good faith. It is your responsibility to ensure that by following my advice you do not suffer or cause injury, damage…
Re: Whats the normal turn around for email reply?
I would but for some reason the Chat window isn't displayed on any of the pages.
I know bottom right corner of the shop in an orange square. Nope no chat. I've checked three browsers, three PC's and disabled all popup and ad blockers for the site and nothing.
Is there a telephone number?
Good judgment comes from experience, and a lot of that comes from bad judgment.
Re: Whats the normal turn around for email reply?
Chat window shows on the shop pages
i3 Mk3 [aug 2018] upgrade>>> i3MK3/S+[Dec 2023]
Re: Whats the normal turn around for email reply?
I got it. My Pihole was blocking it.
https://pi-hole.net/
Now if Prusa would only undate the Shipping info page. 💡
https://help.prusa3d.com/l/en/article/6OdtbKF1bw-mk-3-shipping-information
Good judgment comes from experience, and a lot of that comes from bad judgment.
Re: Whats the normal turn around for email reply?
I did email them earlier today about updating the shipping schedule. They got back to me a few hours later saying they are working on the MMU schedule and at that time everything else would be updated as well.