Prusa to Printed Solid ........... Thought it would be good
I wanna start with i have purchased thousands from both Printed Solid ( Filament and replacement parts ) and from Prusa ( 23 machines ) . Printed Solid started selling XL machines , the times was right and I ordered an XL kit single tool . Got it last week assembled it and it's been fantastic . Had 8 prints off it so far , all the same exact print , same GCODE - all was going well . Started another print and during the bed probe and purge line the machine made a loud squeal noise , the head then proceeded to full force ram into the bed gouging the plate and bent the extruder nozzle .
The screen went red and said crash detected to which i ran over killed the power to the machine . Manually lowered the bed so that nothing else got damaged , i started a chat window with support just to get some guidance as to why it may have happened ( the firmware update was 6.0.4 installed on last tuesday when the machine build was completed and it was up printing. ) The log screen didn't even register that there was a crash at all which was very concerning .
Well here is where my anger and pure shock came in ............ Prusa support REAL quick said well contact Printed Solid thats where you bought it .............
Prusa support ( Robby ) legit wanted NOTHING to do with it , First and real quick response without any hesitation was " call printed solid that where you bought " to make matters worse they said they don't see what happened !?!?! I asked them wait a minute you own printed solid !?!?! How is this right ?? Robby continued with the same robotic response of contact printed solid for any warranty support . I tried to contact them and their hours are Monday - Friday 10-5 pm only
buyer beware ........................... I've never gotten this bad of a blow off before from any support group , The originally multi tool XL i have started real bumpy but man that thing is printing like a beast after couple months of early adoption fix's and firmware releases ( Thank you Rodolpho at support , this dude is seriously amazing !! ) . This was my reasoning for wanting to more forward with adding another to fleet . Well this ended in a mess of severe disappointment , I just wanted to share this experience because if moving their support to printed solid is going to be like this -keep where it was.
I now see that there's another new firmware update to 6.1.2 ( time to update first and foremost ) so i gotta hope i have a spare nozzle and nothing is broken .
RE: Prusa to Printed Solid ........... Thought it would be good
Honestly I do not see what is wrong with that. Prusa has different companys that sell products and they want you to contact the company you brought that printer from. That is absolutely normal.
Of course the failure is absolutely not normal and I have no Idea what happened there. Most likely something went wrong with loadcell!?
RE: Prusa to Printed Solid ........... Thought it would be good
There's a banner on Printed Solid's website: "Prusa Research aquires Printed Solid Inc. to be their exclusive reseller and service center in the USA"
So it kinda makes sense for them to direct customers to their local business.
Though their chat should be able to solve problems regardless of customer location...
RE: Prusa to Printed Solid ........... Thought it would be good
There's a banner on Printed Solid's website: "Prusa Research aquires Printed Solid Inc. to be their exclusive reseller and service center in the USA"
So it kinda makes sense for them to direct customers to their local business.Though their chat should be able to solve problems regardless of customer location...
It is not about customer location. You buy something from company a and expect company b to do the service. If I call BMW, but bought my car in germany they are going to tell me to call the german service center or even the seller itself. That is only natural and makes sense IMHO.
RE: Prusa to Printed Solid ........... Thought it would be good
Lol, if I follow that philosophy, then if you shop at Target or Costco, I should only be able to return things at the location where I bought them, correct? I agree with the OPs: if you are one company, you shouldn’t have to push me off to a different location—you should just take care of me. That’s the right thing to do. I thought Prusa had great customer service, so why not take care of your customer? Sorry to hear that happen to you. Keep us posted.
RE: Prusa to Printed Solid ........... Thought it would be good
Whatever happened?
Mini+MK3S+XL 5 Tool
RE: Prusa to Printed Solid ........... Thought it would be good
Totally correct. You can not just walk to coca cola and return your coca cola. You bought it a super market and you need to return it at a location of that company.