How to cancel my order  

Re: How to cancel my order

Does anybody know how to cancel an order with Prusa? I have been waiting for my kit for over two month and other than the generic excuses on their web page I have not received any direct information from them with regards to my order. Their customer service is unresponsive, the chat facility is collapsed with up to 30 minutes waiting time. The kit is not going to be delivered with the promised powder coated bed plate (and will have to pay extra to receive the correct one)... it is difficult to accept such poor performance from a business that I can only assume wants to be taken seriously.

If you want to cancel you can contact live chat, if chat not working on the moment wait a few minutes and retry.
For me chat always work with almost instant response, i never wait more than 2m on queue, but i only have contacted 3 times within 3 years.
powder coated is not a huge deal, PEI is more than OK.
The deal is, for the price of the kit you can't get such quality anywhere else, so for me worth the waiting. But be sure you are good at build, bad steps can ruin your first experience and lot of frustration with your new machine

Re: How to cancel my order

tiago is correct. I had ordered the MMU 1.0 when I ordered my MK3. Within a few weeks of shipping I cancelled the order with no problems. It took about four days to show up on my credit card.

Re: How to cancel my order

If you've been waiting 2 months, then the issues with the spring steel sheets completely pre-date your order. I ordered mine in the first week of December and knew that I would be getting the PEI sheets. So you are in the exact situation that was "promised" at the time of your order; namely that the printer would ship with the PEI, and you would be eligible for a voucher once the powder-coated sheets become available. Further the very order page implies that there is a backlog for satisfying orders. (Personally I think they're incorrect in still using the term "pre-order" I'd say "backorder" is more appropriate, but I presume that's a lost-in-translation distinction)

From what I've seen though the helpdesk is more for technical issues, they seem to have very little insight/influence into the shipping process. I've had a couple times where I was told my stuff would ship "probably today; tomorrow at the latest" only to have to chat again again 2 days later to get a similar answer. It does ship eventually though.

If you truly want to cancel your order, then you should remain on the line with the chat window. It can be tedious, but it does work eventually. Let us know if you find a company that truly wants to be taken seriously. Prusa is only my second printer, and I REALLY wouldn't recommend the first company I bought from. -- I've been waiting 5 months for a warranty replacement controller board; they're proud that "only about 10%" have failed in the field. Prusa Research employees are gods in comparison; I'm sticking with them.

Best wishes!

Re: How to cancel my order

Thank you guys for your time and answers. I'll give it another week or so before pulling the plug on my order. I suppose that I'm also angry and frustrated because I find very uncool that they are giving preference to assembled units over kits. In my view purchases should be shipped/fulfilled in the same order that they were received (first in first out), no need for distinction as my order should be as good as anybody else.

Let's hope JP has learnt his lesson and won't start selling printers before he has carried out a proper production ramp-up and has the correct suppliers lined up... after all it is his name on the door.

Re: How to cancel my order

Hi Eduardo...

I ordered two upgrades in november,

there is still no shipping timetable for the upgrades.

I am waiting because I WANT the upgrades from Prusa...

my folly with other suppliers is collecting dust in the attic. their customer service was none existant!

regards Joan