Complaining?  

Re: Complaining?

Have I in anyway said I want a heat bed on warranty? Nope, so Peter thanks for all your help! We can now see you cant offer any support on a support forum!

I wasn't going to respond on this topic but I am now.

When you threatened to go to your credit card company you have made it clear you think it is a warranty issue. If you tell them the truth that the printer worked fine until you ran software that damaged it they will refuse your claim.

Peter has helped more people on this forum than anyone else. He's almost always the first to jump in and try to help others with their printing issues.

Re: Complaining?

I have to say I agree with what Richard has said Ben. There a number off issues and facts here...

1) The damage was caused by yourself.
2) Prusa are under no obligation to sell spares for self inflicted damage.
3) Credit Card companies will not refund people for damage caused by the user.
4) Spares are currently in short supply.
5) Spares are used firstly used to exchange parts that arrived defective (Prusa's 'fault').
6) People with self inflicted damage must go to the bottom of the waiting list.
7) Alpha, Beta, Release Candidate software is 'without liability', IE it's considered your own fault if it goes wrong and causes damage.

Do you get what I am saying? Say Prusa get in 1,000 heatbeds. The need 970 for new printer orders, so the remaining 30 are 'spares'. Then they get 30 people who claim under warranty, and 4 who want to buy a new bed. The 30 warranty people get priority (and rightly so), then the people wanting to buy. Obviously if they have none left then the buyers have to wait. If more heatbeds come in the cycle will repeat. The buyers may have to wait a long time! Now even if they have a few heatbeds left over, they will not send them all out to buyers as they need to keep a few back for new warranty claims (again rightly so). So again buyers have to wait... At the end of each batch of new heatbeds there may be only a couple spare to sell and there may be a long list of buyers waiting their turn in a queue! If you were say buyer number 37, then it could take a long time for one to become available to you.

On another point, you knew that Prusa were based in Czechoslovakia when ordering and that postage would be expensive from there. When I purchased mine (UK) I looked into the costs of parts, etc. before making my purchase, and so should you have. You can't complain about it after the fact!

I'm afraid that at the end of the day, you only have yourself to blame. 🙁

Re: Complaining?

Thank you everyone for the input but I would consider this subject closed. Everyone may have different viewpoints but the fact is that Ben is correct to raise some points when he feels like he has to and that is completely fine and this is the environment where he can do so. It is true that the situation with heatbeds is not ideal but that is on us completely and we are doing everything that we can to speed up their production and I am sure to the delight of everyone - succeeding! 🙂 So it may have been a little tight there with the overwhelming response that the MK2 got but we are catching up now like we have to and soon this issue should be gone completely.

So Ben is being sent a new heatbed tomorrow where the shipping price is more justified than for just a PEI foil 🙂 We do not produce the shipping costs, we just work with them as they are, use all the discounts we have directly for our customers. Enjoy the MK2 everyone and feel free to contact us on Livechat if you have any suggestions, tips or need any help. We are there for you 24/7 🙂

Re: Complaining?

I'm really pleased that the situation has been resolved to everyone's satisfaction, and Ben I hope you have lots of fun with your printer soon!! 😀

Re: Complaining?

To update I have now received my heat bed so a big thank you to Supervisor J 😉 my printer is now back to 100% perfect.

This can be removed or deleted should a mod or admin wish.

Now I know I can get spares albeit slowly I will be placing an order for a second printer in the next few weeks while I build my army of printers. 😀