A story about questionable knowledge of online support
Hey guys, today I'm gonna tell you a story, a rather bitter story but I need so say it.
So, a while ago whilst cleaning the heat block I accidentally ripped off the temp sensor cables and I had to replace it. Looked online for replacements and I managed to find them in one online shop from my country (Poland). I ordered this PT100 temp senson ( https://blackfrog.pl/czujnik-e3d-pt100-p-803.html ) and after installing it in the machine something unpexceted happened - I always get the same reading which is 287C degrees, really odd so I thought maybe I should talk to guys from online support and figure it out, maybe my replacement part was broken as well?
So I contact online support for the first time, describe the problem and in return they request a link for the product so they can be sure I ordered the right stuff. they check things out and come to the same conclusion - the temp sensor must be broken and I should request a replacement and that what I do. I contact blackfrog, tell them about the situation and there are no problems. I send it back and get me another one. This one doesnt work as well. I'm starting to feel very unlucky, decide to contact online support again
I ask if they know where I can buy this stuff elsewere because pt100 sensors I get from blackfrog doesn't work and it feels like a waste of time to deal with them. They send me to the guys who provide the parts - e3d shop in the UK. That's where I buy a set of PT100 sensors beacuse I'm ordering from another country I wanna be sure I have more spare parts in case i need them in the future (sh*t happens right?). They came and... THEY DOESN'T WORK, AGAIN
At this point I'm pissed and decide to contact e3D support instead of original prusa, and that's when things become clear for the first time.
The grand finale: Even tho I mentioned the phrase "PT100 sensor" multiple times during my contacts with online support, even tho I shared links for the product which also was PT100 it wasn't mentioned even once from them that PT100 is not what I needed. PT100 and Mk2 thermistor look the same but it's not the same f*cking thing and nobody cared to inform me about it. Nobody knew I suppose and that leads us to the sad conclusion - people who work as online support don't really know what PrusaResearch provides :(. It was a terrible waste of time and money to simply get a replacement part...
Re: A story about questionable knowledge of online support
And for the record - I've been rather happy with online support so far but this... this is a bad joke.
Re: A story about questionable knowledge of online support
Couple of things.
- Do you have the part number / link of the thermistor? I ordered one and it is not the right part.
- I have notice the online support is good compared to other companies, but the knowledge on this forum is very good and my first source.
- Is it possible there is a language barrier considering the location of Prusa Research
Re: A story about questionable knowledge of online support
You'll need this I presume:
http://e3d-online.com/Electrical/Thermistor-Cartridge
And language is not an obstacle since PT100 is exactly the same in every language and there's a difference between PT100 and standard Mk2 thermistor.
Re: A story about questionable knowledge of online support
Are you saying that the Thermistor Cartridge provided by E3D does not work with the MK2, or that you were buying something other than that?
- Gab
Re: A story about questionable knowledge of online support
I think you need to take responsibility for this. This is straight from the website you ordered from...
"The PT100 sensor will not fit in the standard E3D Hotends, but can be used with E3D-v6, Chimera, Lite6, and Kraken by using the PT100 Heater Block available in the spares and extras section.
Please be aware that a PT100 is not the same as a thermistor and unless your electronics explicitly supports RTD Sensing devices you will need an amplifier board."
Re: A story about questionable knowledge of online support
Gabriele - my point is I was mislead by online support into thinking that PT100 is what I needed
richard.l - I need to take responsibility for what? The fact that they extended the description and pointed out that it doesn't work with Mk2 hotend? I guess you're right. Maybe thanks to me other people will avoid this mistake so I will take that :).
Re: A story about questionable knowledge of online support
I can confirm that the PT100 works fine with the E3D hot end, but you need a PT100 heater block, because the PT100 is larger than the thermistor.