Yikes! Look at the box I just received!  

Re: Yikes! Look at the box I just received!

I would not have even accepted it!

Live chat. Open all the time.... amazing. 😉

Re: Yikes! Look at the box I just received!

Maybe it was unboxed by custom ?

But yeah, check with live chat before going further !

Re: Yikes! Look at the box I just received!

Yep, I would not have accepted it if I had been home, but UPS left it at the front door.

I was wondering if Customs would have cut it open and inspect it?!
Anyone else in the US that has received one?

So sad and disappointed!!! 🙁

Re: Yikes! Look at the box I just received!

Dang! Of course Live Chat is offline! I sent an email with a picture attached to the Customer Service contact. I'm guessing they are gone for the weekend now and I won't hear back until Monday at the earliest. 🙁

Here is another pic from a different angle. It looks like it was intentionally cut open down the side with a box cutter?!
It rattles a lot too, so who knows how many pieces are broken or lost! 🙁 😡
Ugh!!

Re: Yikes! Look at the box I just received!

To be honest Customs (In the UK) are usually very good at repacking and do it fairly neatly. 😉

Prusa do pack their stuff very well so I doubt it could have been done during transport unless it was purposely opened so it does look like it was inspected.

Re: Yikes! Look at the box I just received!

So what do I do at this point?
What would you, or anyone else here, do?

At this point I still plan on waiting for Prusa to hopefully comment before opening it.

Re: Yikes! Look at the box I just received!

That's harsh,
You have a new toy and you can't play with it...

I hope Prusa respond soon!
I suggest you contact the delivery company and ask what is going on.
It's unlikely they would have accepted it for delivery in that condition...

if they accept liability then it may be worth openning the box and seeing what the situation actually is...
you may simply be suffering poor re packing...

best wishes

Joan

Re: Yikes! Look at the box I just received!

live chat on shop.prusa3d.com should be on-line 24/7, try it again

IMHO it was inspected and then poorly repackaged but I can understand your concerns.

Re: Yikes! Look at the box I just received!

@roman.t So is that normal? I do not receive a lot of international packages, so I didn't know what to expect. I figured as advanced as we are today that Customs would just x-ray it and sniffing machines, etc.. to check that the package is safe? I didn't realize they actually cut it open and dump it out to inspect it.

Yes, it definitely has me concerned by the looks of it that there may be parts broken or missing.

Re: Yikes! Look at the box I just received!

Not sure if I should even attempt to open this box ! ... Is this normal?

Definitely not like what I received 10 days ago. Mine was wrapped in black plastic, and the plastic was a little roughed up, but the cardboard box inside was in very good shape.

Realize that inside the larger cardboard box are many more cardboard boxes. All the pieces are in the smaller cardboard boxes, so there is a chance everything is still OK, but I would certainly contact the shipper as well as Prusa Research. Also - if it was opened by customs (mine was not) there is usually a note or a sticker mentioning that.

Also - go to the shipping site and look closely at the tracking. See if there is any indication of "waiting in customs" or anything like that. Mine shipped via UPS (I paid the few extra dollars to receive it a couple of days early).

I attached my tracking info - just to see if yours looked much different.

I know the hassle of waiting and waiting, just to have that happen.

John

Re: Yikes! Look at the box I just received!

Ouch! 🙁

Yea mine too was wrapped in black plastic like that (not sure if thats Prusa's doing or if Customs does that) But the box inside was in fine condition when i recieved it, and Prusa packs everything really well in all the packages ive received.

Re: Yikes! Look at the box I just received!

It does look a bit of a mess.. Until you open it you will not know for sure. Just open it and get on with it. You have redress I guess if parts are missing. No drama really until you open the parcel

So open it

Re: Yikes! Look at the box I just received!

Have someone record while you open it for proof 😉

Live chat was 24/7 just start a chat and wait a while.

Re: Yikes! Look at the box I just received!

Well I went ahead and opened it. I did video the entire process though. It is definitely a miracle it got here with all the pieces, the outside box had been cut around 3 sides and very badly taped back up. They opened every box inside of it as well! As near as I can tell at this point all of the parts are there and it does not look like they actually opened the zip locks themselves though. Until I start the build I won't know for sure that the parts are good, as far as if maybe a tab on a mount got broken, etc..
Just ticks me off to have some idiot ripping thru it like a mad dog and then haphazardly cramming it back in and slapping a few pieces of tape on it. 👿

Re: Yikes! Look at the box I just received!

Did you get your candy? Mine came with candy, perhaps the mysterious customs agent really wanted it.

Re: Yikes! Look at the box I just received!

Ha! Yes, my candy was still in there! 😆

Re: Yikes! Look at the box I just received!

Just ticks me off to have some idiot ripping thru it like a mad dog and then haphazardly cramming it back in and slapping a few pieces of tape on it. 👿

Let us know if you have any satisfaction dealing with the shipping carrier. It might be helpful for Prusa Research to inquire from their end as well.

Re: Yikes! Look at the box I just received!

I should be recieving mine tomorrow. I really hope my box doesn't look anything like that.

Re: Yikes! Look at the box I just received!

Hi Ho

As I am living in a country were most packages arrive like that here my 2 cents:

There is a packing list inside, with that you can ensure you got all peaces.
As you have started already, make sure the Pictures of your processing get continued and send to Prusa Research.
This will allow them to claim from UPS later on.

The Prusa Team also can tell you if it helps them that you claim from your side.
(worked for me some times)

All the Best
Frank