Outrageous Support MK4
Unbelievable Arrogance
In March 2024, I replaced my old printer with an MK4 – and unfortunately, I have to say that it has never worked properly. The main problem is that my prints warp significantly during printing.
I have already spent countless hours with support, tried various settings, and submitted numerous pictures and videos of the issue. Yet my concerns were repeatedly dismissed with arrogance: supposedly, I wasn't cleaning my print bed properly. Additionally, each email inquiry takes a week to get a response.
I have already replaced the print sheet, the nozzle, and the heating system – all without success. To have a comparison, I borrowed my friend's MK4 and printed under exactly the same conditions (same settings, same filament). The result? I had no idea how well an MK4 could actually print! But even this clear proof did not interest the support staff.
Finally, I sent my printer in for repair, along with two bags containing faulty prints from my printer and flawless prints from my friend's MK4. In a detailed letter, I explained everything precisely.
After 2.5 weeks, I received my printer back with the following response:
“No issues with the printer could be found, except that the print bed needed to be cleaned. After cleaning, the test prints sent back with the printer were fine. All issues from the tests conducted by our repair team indicate incorrect cleaning of the print bed.”
Incorrect cleaning?! As if I don’t know how to clean a print bed! If the support agent had carefully read my emails, he would know that I had already tried a new print bed.
But the absolute outrage is this: even Prusa’s own test prints are warped – which I can prove with videos. Apparently, they didn’t even look at my own print samples, nor did they properly examine their own test prints.
Now I don’t know what to do anymore. I own a €1,200 printer that still doesn’t work properly after a year. The support agent refused to give me the email address of a supervisor:
“I have forwarded your request to my supervisor and hope that you will receive a response from him.”
For a year now, I haven't been able to properly enjoy my hobby. I bought the MK4 on the recommendation of my friends – hoping for hassle-free quality. They own multiple MK4 and XL models, all of which run without issues. That makes it even more shocking to see how Prusa treats its customers.
For the same amount of money, I could have bought three Chinese printers.
Of course, a company is only as good as its employees. I work in customer service myself – but this is an absolute disgrace.
Willi
It has now been another eight days – and still, no one has contacted me … shocking.
KN.1710657944
RE: Outrageous Support MK4
Post up all your photos and videos here? There might be someone on the forum that may be able to help you diagnose and fix your problem 👍
Prusa support is not really set up for email, it's much quicker to use Chat - but don't bother.
Why?
Warping, with the common filaments, is hardly ever a printer problem. The single commonest cause is cold air and drafts, users who keep their printers in cold outbuildings and garage workshops are especially likely to encounter the problem. Poorly cleaned print sheets are another frequent contributing cause. Some part geometries are more likely to warp than others - long, straight runs of filament are especially likely to warp; many users first encounter the problem with thin walled boxes.
under exactly the same conditions (same settings, same filament).
In the same location?
As @muddymaker suggests, post a picture here of a typical warped print *on the print sheet* and if you have a part that always warps save your project as a .3mf file
Files > Save Project as
Zip the .3mf and post it here. It will contain both your part and your settings for us to diagnose.
Cheerio,