Warning - do not give chat a thumbs-down!
I received my MINI about 3 weeks ago. It arrived with some damage and issues. The heater wires were bent into the fan and I discovered some cracked parts in that area. I also have issues with getting PLA to stick to the textured plate. So I started a chat. It took about 40 minutes or so for someone to pick up the chat. There were some back and forth questions and answers, maybe a few, and then the chat person just failed to respond (I had the chat window open for over an hour). I gave the chat a thumbs down rating because, well, it seemed to deserve it since there was no resolution to the issue and it took a very long time.
Big mistake.
After not receiving prompt responses to my emails (we are talking over a week), I had a DHL driver show up at my door asking to pick up the printer. I had no knowledge of Prusa scheduling the pickup and I was surprised to see that they did this without letting me know. It wasted the time of the DHL driver since the printer was obviously not packaged for return.
Today, roughly 3 weeks after I originally contacted them I received a email from Prusa:
"...as mentioned in my bad chat rating follow up is was offering to have either the printer sent back for repairs or possibly a replacement as you pointed out that there was some damage on the printer..."
Read into this however you'd like. Your chat rating is not anonymous. And in my opinion, it is obvious to me the reason for the slow responses and generally not being as helpful as normal is a direct result of my leaving a thumbs down in the original chat.
RE: Warning - do not give chat a thumbs-down!
Well i have been having a torrid time with their support (or lack off). With little help from chats and no reply to my emails i deliberatly left a thumbs down in the hope it would trigger a response/escalation... but nothing has happened,
in contrast my colleague used themsame technique and got an immediate reply from someone senior in Prusa who addressed all his problems.
i have to ask.. why do you think a thumbs down is anonymous? Its in the same window as the chat where you give your order no and email.. so why do you think they wouldnt react?
RE: Warning - do not give chat a thumbs-down!
Why would you think they singled you out and ignored your emails for a "thumbs down"? That takes time and effort that I'm sure they would rather not waste. Prusa is a small company that seems to be trying its best to balance high quality products and support with a quickly growing demand for their printers. I've spent almost $500 in the last month on Prusament alone.....and I'm still waiting on a response from an email I sent a week ago. They aren't Amazon.....and don't offer Prime However, I guarantee the response I get will be complete, correct, and well researched.....unlike Amazon. The same rep has been working with me since I built my kit and before I spent any additional money.
I don't know of any other tool or machine that has a 4-5 month wait......I wouldn't expect the support to be fast either.
Is your printer grinding? Bearings squeaking? Motors smoking?
Step 1) Wash your Steel Sheet
Step 2) Return to Step 1
RE: Warning - do not give chat a thumbs-down!
Makes me feel bad. I am averaging about 1 chat / month, and it's always been positive. Maybe I'm using up all the good customer service? 😆
RE: Warning - do not give chat a thumbs-down!
@nilok
I believe the consensus is that the response to chat is much quicker than email
RE: Warning - do not give chat a thumbs-down!
@nilok
I believe the consensus is that the response to chat is much quicker than email
ya absoluttly right sir chat response is much faster
i personally dont like email responses
noice
mywegmansconnect
RE: Warning - do not give chat a thumbs-down!
This is a load of BS: "I guarantee the response I get will be complete, correct, and well researched.."
I have had nothing but issues with my XL for over 2 months now. The customer support email responses are long winded gibberish that show up in a non timely manner and on occasion the response is not even applicable to the issues. Yes, issues, one after the other. I am such a beta tester.
RE: Warning - do not give chat a thumbs-down!
I feel like Prusa is a good company, it's just some people will have a bad experience. Just because those people have a bad experience doesn't mean that the company is terrible.