Issues with Prusa MK4 Kit: Hotend Fan Failure and Disappointing Supp
I recently bought a Prusa MK4 kit and have been experiencing some issues with the hotend fan. It's failing the self-test and has a rattling noise. The self test is failing because of the fan not hitting the max rpm when mounted, loose it is. When mounted also the fan starts with the rattling noise. Offcourse it is fixed to a normal torque, even when every loose mounting it is having the issue.
I turned to Prusa support for assistance, and let's just say, it's been far from a good experience. I was met with long waiting queues and customer service reps who seemed disinterested, running through standard lines without offering any real solutions.I've contacted them multiple times without any luck. The response time has been slow, and they haven't followed up within the timeframe they promised during the chat.
What really baffled me was their suggestion to fix a rattling mechanical fan with a firmware update, which is just not possible. This all has led to many 'WTF' moments on my end.In the last couple of chats, I've been incredibly frustrated after a while. To put it in English terms, they've been "getting on my last nerve" with their lack of assistance and that they simply don't seem to care at all.
I paid 900 euros for this printer and chose Prusa over Bambulabs, largely because of their reputation for good customer support. Now I'm starting to wonder if that reputation was something from the past. When I want to return it I need to pay money for it as they are also violating the EU return law, but oke maybe that is in line with the rest of my experiences with this company.
Is anyone else experiencing these issues with the kit and support? I'd love to hear your thoughts and suggestions.
RE: Issues with Prusa MK4 Kit: Hotend Fan Failure and Disappointing Supp
Mine is passing the test but sounds like this where I was expecting something like this.
Support was incredibly unhelpful and told me basically that he cant hear an issue with the fan. Then after my request for escalation, I was ignored for minutes.
I had great support chats during my mk3s+ times, but this really fked me up. My email request including a complaint regarding the support staffer got then pushed back to the very same support staffer who told me my request was rejected. I never experienced complaints that were handled by the person the complain was about in any other company. I dont know what the internal logic is here.
Its a minor issue, but I expect european quality control and support AND customer satisfaction over everything else when I'm purchasing PRUSA. This will be the last prusa printer I ever own. And believe me, due to my job, I'm the person that clients, family and friends, teachers from schools etc. come to, to ask for buying advice.
I was torn between upgrading to the mk4 and the x1 carbon. For my current use case the mk4 is still the better fit, but as soon as the next upgrade cycle comes, i will certainly be gone.