Lets talk business practises customer support Read this if you are considering one of these printers  

Re: Lets talk business practises customer support Read this if you are considering one of these printers

Jeff

The extruder is held inplace by a rib at the top of the assembly.

I really don't understand how the extruder has dropped, unless you inadvertently caused damage when replacing the nozzle.

And Dan is quite correct; you should contact your supplier as that is who offers you the warranty.

Peter

Re: Lets talk business practises customer support Read this if you are considering one of these printers

OK... there are a number of issues here. It sounds like it has been badly assembled. Did you build it yourself? How can the extruder gouge a table? The files on the SD card print out perfectly IF you have assembled everything correctly. When something goes wrong you go to the supplier first and foremost NOT the manufacturer. Is English not your first language as most of your descriptions are confusing and badly put. Even if the nozzle/extruder jammed how on Earth could it fall out? It's also highly unfair to compare Prusa Research to Apple or Samsung, they are multi-billion dollar international companies! Prusa Research as a small (but growing), fairy newly established company based in one country!

This all sounds a bit suspicious to me... 😕

Post pictures.

Re: Lets talk business practises customer support Read this if you are considering one of these printers

There is one thing everyone should realize before buying 3D printer.
$1000 printers are NOT plug'n'play. If you want PnP 3D printer, you will have to put a few times more money than $1000.
Hobby 3D printers require some knowledge to make them work and some experience to make them produce good quality outputs.
Speaking for myself, PR's products belong to group of best printers in their price class. I use MK2 every day and I have to say that it's the best 3D printer I owned so far.

Re: Lets talk business practises customer support Read this if you are considering one of these printers

It looks like you people didn't read what was said so do me a favour and keep your ignorant comments to yourself.

Re: Lets talk business practises customer support Read this if you are considering one of these printers

There is no need to be nasty about it. Just people aren't agreeing with you doesn't make them ignorant! Just because you're " a mechanical engineer who programmed and operated million dollar CNC equipment for 20 years." doesn't mean you can do everything perfect. I for one read your post thoroughly, that it was tricky with all the bad grammar and sentence structure. Lets look at your post shall we:

1) You say "[...]the device periodically crashes into the table my wife put a huge gouge into it because she forgot to sit and watch it." - What table? Do you mean the heatbed?

2) "The firmware is full of bugs [...]" - Firstly all soft/firm-ware is going to have bugs. Secondly, the supplied firmware is working perfectly on thousands of peoples machines so is unlikely to be the cause.

3) It can't print the variety of materials they claim I'm printing at speeds at the flow rate and feedrates for cura and the parameters downloaded for this machine doesn't work[...]" - I have successfully printed with PLA and ColourFabb XT (all with the default 0.4 brass nozzle), others print fine with ABS, PETG, Nylon, etc. Are you using the correct version of Cura (15.04.5)? Have you tried slicing your models using Prusa's own version of Slic3r?

4) "[...]the feedrates on the SD card that was preloaded with programs for PLA none of those work either without tinkering." - Again the files on the SD card work perfectly well for thousands of other people without modification.

5) "Me19:09 my extruder body and cover melted" - The heat required to melt the extruder body would only occur if something has been fitted wrongly. The hotend would have to be touching or even inside the extruder body to transfer that amount of heat!

6) "Me19:24 the lip that the extruder is melted" - This doesn't even make sense?!

7) "Me19:41 I purchased this from your Canadian distributor filament.ca can I send you my purchase receipt? / Dan19:45 But then you should deal with this problem through them.. You bought it from filament.ca. Not from us. We can deal just with them. as they have the invoice from us.. This way I can't send you a replacement as I don't have any information about this purchase" - This is standard company policy across the world.

This is just a small selection that I picked at random. Based on what you describe (as you won't post pictures) the most obvious diagnosis is that you assembled it incorrectly. I know that's not what you want to hear, but there you go.

If you want people to help I suggest you explain things more clearly and post pictures of what has happened and don't insult everyone.

Re: Lets talk business practises customer support Read this if you are considering one of these printers

I am not looking for help lol

Re: Lets talk business practises customer support Read this if you are considering one of these printers

Jeff

You may not be looking for help but your posts seem to indicate that you need a whole load if it (and not just with the printer).

If you ask nicely, you will get the answers you are looking for.

Peter

Re: Lets talk business practises customer support Read this if you are considering one of these printers

All I am saying is this printer is a rip off don't buy it. the customer support sucks and is no help.

Re: Lets talk business practises customer support Read this if you are considering one of these printers

How can you help i know whats wrong. I am warning potential customers to stay away from this garbage.

Re: Lets talk business practises customer support Read this if you are considering one of these printers

OK, so you don't want help that's fair enough.

I do think you're being unfair on Prusa though, for what is a standard business practise, well it is here in Europe anyway.

Believe me compared to some companies I've dealt with Prusa really are a dream come true! I for one am very pleased with both the products and the service Prusa Research supply.

Remember that just because you've had problems doesn't mean you should put other people off, as there are thousands of happy customers of Prusa out there (I being one of them). It smacks of you trying to get revenge on them by damaging their sales just because things aren't going your way. Based on that chat transcript, Dan from Prusa treated you both professionally and courteously. The answer he gave was what I would consider the correct one, without my seeing the photo you sent him...

Have you contacted the supplier, filament.ca, yet? I'm sure if it's a genuine manufacturing defect they will sort it out either themselves or with Prusa's help.

Oh, and if it's stressing you out this much then I'd recommend taking a break from the whole thing for a day or two, it helps a lot... I speak from experience!

Good luck with getting it sorted...

Re: Lets talk business practises customer support Read this if you are considering one of these printers

For "a piece of garbage" you seem to have been using it OK based on your other posts on here:

I was running 245C .2mm layers and the nylon was printing very well and the nozzle clogged 😡 . Don't use a raft to print, I found just print the same as ABS otherwise. I used glue to adhere to the print surface with a bed temperature of 80C. Initial testing went well and would have been successful if the nozzle didn't plug. I use a Hardened A2 with a .4mm orifice nozzle.

The average hobbiest will not be getting to fancy with their printer. I bought mine for two reasons. The first reason I have to keep my wife happy so I am printing her a bunch of cool stuff she might be able to sell to her friends. And the other is purely industrial I am more concerned with holding tolerances. But aesthetically speaking, the print quality has been great so far using Cura. If I make enough money off my machine I might invest in better software but my intentions are to at least make a return of investment on this printer.

I have my printer hard wired to my PC, I use Cura and it connects to my printer just great. I adjusted the feedrates according to how I like my print and I have had great results for sure. I use Makerbot desktop at work and comparing Cura to desktop Cura holds its own, and running DNC is the way to go. I am now experimenting with ABS, and Nylon. I have upgraded my nozzle to a 68 RC A2. I am getting great results.

Last night I have been printing the Marvin file over and over again trying out different parameters. When I turned the speed down to 20% and it printed really well. I didn't modify and of the other default parameters in that program.

A question though when I open the program .gcode I am assuming when I see F1000 that is 1000mm/s? Is that correct?

Hi everyone,

So I have almost completed my build for my new Prusa 3D MK2 printer. First thing I want to say is how impressed I am with the thought and engineering that has gone into the development of this printer. I am limited into my experience with slicing software I see different options out in the market and I am not against paying for decent reliable user friendly software. I am trying to decide what to use. I am a mechanical engineer and my parts will be functional more so than decorative so tolerances matter, and the ease of changing materials matters to me. Would you be willing to help guide me into a software that will work with my needs. As a side note maybe you can tell me about the different diameter nozzles you have as well I see hardened A2 available in the market.

Thanks in advance for all your help. 😀

Re: Lets talk business practises customer support Read this if you are considering one of these printers

1. The printer is definitely not a "rip-off"; it is in many people's opinion, the best value-for-money printer in its price bracket.
2. For the vast majority of users, this printer produces excellent prints.
3. We have previously had so-called "experts" on this forum and it usually turns out that their ego forbids them from admitting that they made a mistake with the build/slicing/mods/whatever.

In addition I would add that it is a rare occurrence that the customer support fails a user. I have never experienced anything other than excellent service, be it live chat (where the operators are not highly trained) or email.

Also don't forget that there is a huge number of users of this printer most of whom do not post on these forums, yet of all the people around the world who have purchased printers from Prusa Research, there are only 3 (maybe 4) users who have complained on these forums. To me that is quite evident that the product is pretty damned good. Up to the readers of the forum as to what they make of those 3-4 complaining users.

So why not stop throwing your toys out of your pram and get the printer doing what it was intended to do.

Peter

Re: Lets talk business practises customer support Read this if you are considering one of these printers

For "a piece of garbage" you seem to have been using it OK based on your other posts on here:

I was running 245C .2mm layers and the nylon was printing very well and the nozzle clogged 😡 . Don't use a raft to print, I found just print the same as ABS otherwise. I used glue to adhere to the print surface with a bed temperature of 80C. Initial testing went well and would have been successful if the nozzle didn't plug. I use a Hardened A2 with a .4mm orifice nozzle.

The average hobbiest will not be getting to fancy with their printer. I bought mine for two reasons. The first reason I have to keep my wife happy so I am printing her a bunch of cool stuff she might be able to sell to her friends. And the other is purely industrial I am more concerned with holding tolerances. But aesthetically speaking, the print quality has been great so far using Cura. If I make enough money off my machine I might invest in better software but my intentions are to at least make a return of investment on this printer.

I have my printer hard wired to my PC, I use Cura and it connects to my printer just great. I adjusted the feedrates according to how I like my print and I have had great results for sure. I use Makerbot desktop at work and comparing Cura to desktop Cura holds its own, and running DNC is the way to go. I am now experimenting with ABS, and Nylon. I have upgraded my nozzle to a 68 RC A2. I am getting great results.

Last night I have been printing the Marvin file over and over again trying out different parameters. When I turned the speed down to 20% and it printed really well. I didn't modify and of the other default parameters in that program.

A question though when I open the program .gcode I am assuming when I see F1000 that is 1000mm/s? Is that correct?

Hi everyone,

So I have almost completed my build for my new Prusa 3D MK2 printer. First thing I want to say is how impressed I am with the thought and engineering that has gone into the development of this printer. I am limited into my experience with slicing software I see different options out in the market and I am not against paying for decent reliable user friendly software. I am trying to decide what to use. I am a mechanical engineer and my parts will be functional more so than decorative so tolerances matter, and the ease of changing materials matters to me. Would you be willing to help guide me into a software that will work with my needs. As a side note maybe you can tell me about the different diameter nozzles you have as well I see hardened A2 available in the market.

Thanks in advance for all your help. 😀

And now its broken and they don't want to honour the warranty. you would be upset too.

Re: Lets talk business practises customer support Read this if you are considering one of these printers

Jeff

You may not be looking for help but your posts seem to indicate that you need a whole load if it (and not just with the printer).

If you ask nicely, you will get the answers you are looking for.

Peter

You think I care that you are offended

Re: Lets talk business practises customer support Read this if you are considering one of these printers

1. The printer is definitely not a "rip-off"; it is in many people's opinion, the best value-for-money printer in its price bracket.
2. For the vast majority of users, this printer produces excellent prints.
3. We have previously had so-called "experts" on this forum and it usually turns out that their ego forbids them from admitting that they made a mistake with the build/slicing/mods/whatever.

In addition I would add that it is a rare occurrence that the customer support fails a user. I have never experienced anything other than excellent service, be it live chat (where the operators are not highly trained) or email.

Also don't forget that there is a huge number of users of this printer most of whom do not post on these forums, yet of all the people around the world who have purchased printers from Prusa Research, there are only 3 (maybe 4) users who have complained on these forums. To me that is quite evident that the product is pretty damned good. Up to the readers of the forum as to what they make of those 3-4 complaining users.

So why not stop throwing your toys out of your pram and get the printer doing what it was intended to do.

Peter

its broken buddy what am i suppose to do wish for new parts

Re: Lets talk business practises customer support Read this if you are considering one of these printers

OK, so you don't want help that's fair enough.

I do think you're being unfair on Prusa though, for what is a standard business practise, well it is here in Europe anyway.

Believe me compared to some companies I've dealt with Prusa really are a dream come true! I for one am very pleased with both the products and the service Prusa Research supply.

Remember that just because you've had problems doesn't mean you should put other people off, as there are thousands of happy customers of Prusa out there (I being one of them). It smacks of you trying to get revenge on them by damaging their sales just because things aren't going your way. Based on that chat transcript, Dan from Prusa treated you both professionally and courteously. The answer he gave was what I would consider the correct one, without my seeing the photo you sent him...

Have you contacted the supplier, filament.ca, yet? I'm sure if it's a genuine manufacturing defect they will sort it out either themselves or with Prusa's help.

Oh, and if it's stressing you out this much then I'd recommend taking a break from the whole thing for a day or two, it helps a lot... I speak from experience!

Good luck with getting it sorted...

its broken and prusa wont send over new parts because I didnt buy direct what am i suppose to do pull out new parts out of thin air.

Re: Lets talk business practises customer support Read this if you are considering one of these printers

OK... there are a number of issues here. It sounds like it has been badly assembled. Did you build it yourself? How can the extruder gouge a table? The files on the SD card print out perfectly IF you have assembled everything correctly. When something goes wrong you go to the supplier first and foremost NOT the manufacturer. Is English not your first language as most of your descriptions are confusing and badly put. Even if the nozzle/extruder jammed how on Earth could it fall out? It's also highly unfair to compare Prusa Research to Apple or Samsung, they are multi-billion dollar international companies! Prusa Research as a small (but growing), fairy newly established company based in one country!

This all sounds a bit suspicious to me... 😕

Post pictures.

i owe you nothing you are a nobody

Re: Lets talk business practises customer support Read this if you are considering one of these printers

1. The printer is definitely not a "rip-off"; it is in many people's opinion, the best value-for-money printer in its price bracket.
2. For the vast majority of users, this printer produces excellent prints.
3. We have previously had so-called "experts" on this forum and it usually turns out that their ego forbids them from admitting that they made a mistake with the build/slicing/mods/whatever.

In addition I would add that it is a rare occurrence that the customer support fails a user. I have never experienced anything other than excellent service, be it live chat (where the operators are not highly trained) or email.

Also don't forget that there is a huge number of users of this printer most of whom do not post on these forums, yet of all the people around the world who have purchased printers from Prusa Research, there are only 3 (maybe 4) users who have complained on these forums. To me that is quite evident that the product is pretty damned good. Up to the readers of the forum as to what they make of those 3-4 complaining users.

So why not stop throwing your toys out of your pram and get the printer doing what it was intended to do.

Peter

Guess what us North Americans stick together once word gets out this thing is garbage bye bye prusa

Re: Lets talk business practises customer support Read this if you are considering one of these printers

Guess what us North Americans stick together once word gets out this thing is garbage bye bye prusa

Now you are being really silly. Common sense will ultimately prevail. End of conversation.

When you are feeling better, just ask. We will be here to assist.

Peter