Lack of respect and honesty = cancelled order  

Re: Lack of respect and honesty = cancelled order

I do feel that the customer service staff do the best job they can, but i do wonder why they always want a picture. If the wire is broken, they can't take your word without seeing it.

Re: Lack of respect and honesty = cancelled order

I've never used them for tech support, only admin. They have always been polite and willing to help and deserve credit for that. But when it comes to understanding how their shipping systems work, considerable work (training) is needed. Either that or they are getting told incorrect information.

Re: Lack of respect and honesty = cancelled order

I do feel that the customer service staff do the best job they can, but i do wonder why they always want a picture. If the wire is broken, they can't take your word without seeing it.

I'm betting it's there are two reasons.

One is to help prevent abuse. Especially with the forums and people posting pictures of issues before contacting support, I'm sure there are folks that would say they have problems that are "in vogue" to get free parts. Pictures can be easily indexed as well, so if someone steals a picture from the forums to claim a problem, it'd be easy to verify against a back-end system to look for similar or identical pictures. It's more than 10 years ago now when TinEye debuted its "find images that look like" search engine; that tech has come a long way now.

More importantly, I'm sure they also like to document the faults for a QMS system of some kind - twenty different pictures of cracked parts is a lot more informative than two hundred verbal reports. With pictures they can easily see if there is a common breakage point and whether the part needs to be redesigned or reinforced. When I had my oversize X rod, they specifically said they'd like the picture of the measurements so they could file it with QC.

As an aside, attitude also helps a huge amount. I do my best to always be polite and pleasant to support staff as I've done a stint as tech support myself. It works wonders when they are talking to someone that is friendly, funny, and different from the hundred other people that have been pissed off at the only "face" of the company they will ever talk to. You think *your* day is bad because of an issue, now imagine that amplified by a few hundred people taking it out on one person, and it isn't even their fault, they just have to deal with the fallout from any and all screw ups. It can and WILL drag you down and make you irate/snippy/cynical/whatever at the next person making demands of you. There's a reason call centers have high turnover - there's a point where your job is no longer worth the abuse.

TL;DR: treat support people like crap and you can expect crap support. Treat 'em like they are a saviour from your personal hell, and they'll do what they can to make it happen.

Re: Lack of respect and honesty = cancelled order

So let's break it down:

1. On the same day when you placed your order, you've asked for an update after business hours (02/13)
2. After 3 work days you got pushy asking to prioritize your order and ship same week (02/19)
3. After 7 work days you got impatient because somebody posted something (02/22)
4. After 7 work days after purchase you couldn't wait any longer and canceled the order (02/23)

Maybe you don't realize but if you've been patient, most likely you would have your order already in your hands.

All i know, is that a prusa rep told me it will ship next week, then two others told me something else. I ordered as soon as it became available, and while others are posting pics on the forum that they got their kits, i was just placated with excuses. So fanboys can say what they want, but this company is not straight forward to its customers, and that is a fact. You cant say i am wrong with any fanboy blind loyalty statements.

I am glad i never got this upgrade, i am doing much better with my bondtech upgrade and my chinese mk3s sensor upgrade which is actually arriving tomorrow by DHL for 7$. So i got a real upgrade , and i learned a lot about Prusa, and how they care for being transparent and open with their client base. The Prusa motto should be " Its backordered"

Re: Lack of respect and honesty = cancelled order

Maybe you don't realize but if you've been patient, most likely you would have your order already in your hands.

Not to play the devil's advocate here, but I ordered also on the 13th, and I'm in EU, ordered the kit without the printed parts so I get it faster, and guess what - I'm still waiting. So I don't agree with everything said but for one thing I'm sure, they do have a problem with communication.

Re: Lack of respect and honesty = cancelled order

Maybe you don't realize but if you've been patient, most likely you would have your order already in your hands.

Not to play the devil's advocate here, but I ordered also on the 13th, and I'm in EU, ordered the kit without the printed parts so I get it faster, and guess what - I'm still waiting. So I don't agree with everything said but for one thing I'm sure, they do have a problem with communication.

Same here. Also ordered on the 13th of February, but not a word until now. Not that I mind too much, I have not even printed the parts yet. But this lack of communication does not help and probably upset a few people who have been looking forward to upgrading their gear.

Re: Lack of respect and honesty = cancelled order

I have thought about this thread a lot. I am not sure it is respect and dishonesty. Rather, I think it is a lack fo clarity, insight, and poor communication within Prusa. I can believe they are purposely deceive customers.

Re: Lack of respect and honesty = cancelled order

I have thought about this thread a lot. I am not sure it is respect and dishonesty. Rather, I think it is a lack fo clarity, insight, and poor communication within Prusa. I can believe they are purposely deceive customers.

How does the saying go... "Never ascribe to malice what can be explained by mere ignorance or incompetence"?

Re: Lack of respect and honesty = cancelled order

I do feel that the customer service staff do the best job they can, but i do wonder why they always want a picture. If the wire is broken, they can't take your word without seeing it.

You have no idea how many people try to scam them for free parts by saying something is broken while the part is fine just to get a free part. Not everyone is honest 😮

Re: Lack of respect and honesty = cancelled order

I have thought about this thread a lot. I am not sure it is respect and dishonesty. Rather, I think it is a lack fo clarity, insight, and poor communication within Prusa. I can believe they are purposely deceive customers.

How does the saying go... "Never ascribe to malice what can be explained by mere ignorance or incompetence"?

Great point! I have saved that to my quote safe.

Re: Lack of respect and honesty = cancelled order

I do feel that the customer service staff do the best job they can, but i do wonder why they always want a picture. If the wire is broken, they can't take your word without seeing it.

You have no idea how many people try to scam them for free parts by saying something is broken while the part is fine just to get a free part. Not everyone is honest 😮

Probably true. The opposite is true. My TXT build plate in less than 6 months old and has 1-2 spots where the texture is coming off. I started to chat to get a replacement and decided to not do so. It still works.

Re: Lack of respect and honesty = cancelled order

Not to play the devil's advocate here, but I ordered also on the 13th, and I'm in EU, ordered the kit without the printed parts so I get it faster, and guess what - I'm still waiting. So I don't agree with everything said but for one thing I'm sure, they do have a problem with communication.

Similar to the shipping sheet what we have for MK3, it could provide more transparency. We have a lot of different purchase options:
* MMU2s/MK3s voucher no-parts
* MMU2s/MK3s voucher with parts
* MK3s voucher no-parts
* MK3s voucher with parts
* MK3s paid no-parts
* MK3s paid with parts

Then again same thing with MK2.5s and shipped to different countries. At the current stage it's hard to guess why some people are getting the upgrade and some have to wait.

Re: Lack of respect and honesty = cancelled order

Hello,

I received a shipping notification yesterday, I had ordered the upgrade on the 13th of February. So apparently they are catching up.

Re: Lack of respect and honesty = cancelled order

Received notification today, also ordered on Feb 13... I've played this "when is it going to ship"-game with Prusa for quite some time already. I love my prusa's but I've learned not to trust anything they say shipping wise, less disappointment that way.
Have to admit that it was shipped faster than I feared.
Now it's waiting for the MMU2 -> MMU2S...

And perhaps, one day, I'll order an SL1, but I'm not doing pre-ordering anymore 🙂

Re: Lack of respect and honesty = cancelled order

Hi,
I am disappointed with PRUSA customer service non-responsiveness

I ordered multi-filament upgrade in December of last year and MK3S early February this year.

Sent 5 emails to customer service over the past 3 weeks asking status on the orders. Received zero replies. They received payment for both items. Apparently they have time to take customer money in advance, but not time to answer customer requests.

It is great that they are as busy, however this does not make a difference to customer's expecting reasonable service and delivery schedules.

If I do not receive a reply by next week will cancelling the orders, and spend my money with another print manufacturer.

Re: Lack of respect and honesty = cancelled order

Hi,
I am disappointed with PRUSA customer service non-responsiveness

I ordered multi-filament upgrade in December of last year and MK3S early February this year.

Sent 5 emails to customer service over the past 3 weeks asking status on the orders. Received zero replies. They received payment for both items. Apparently they have time to take customer money in advance, but not time to answer customer requests.

It is great that they are as busy, however this does not make a difference to customer's expecting reasonable service and delivery schedules.

If I do not receive a reply by next week will cancelling the orders, and spend my money with another print manufacturer.

You're not exactly helping the situation by asking them a question that is answered by a shipping table that is referred to in numerous places.

https://help.prusa3d.com/article/6OdtbKF1bw-shippingtable

Re: Lack of respect and honesty = cancelled order

Sent 5 emails to customer service over the past 3 weeks asking status on the orders. Received zero replies. They received payment for both items. Apparently they have time to take customer money in advance, but not time to answer customer requests.

They are much easer to reach via chat inside the shop site. However the info they give for shipping is by my experience completely unreliable: for the MK3S upgrade (ordered on the 13th when the order button appeared) they told me first 1st of march, then 7-8 march, now the new date is 13 of march, but at this point I doubt they will ship it in march at all.

Re: Lack of respect and honesty = cancelled order

You're not exactly helping the situation by asking them a question that is answered by a shipping table that is referred to in numerous places.

https://help.prusa3d.com/article/6OdtbKF1bw-shippingtable

Any time I looked at the shipping table it was always way out of date. So, 🙄

Re: Lack of respect and honesty = cancelled order

You're not exactly helping the situation by asking them a question that is answered by a shipping table that is referred to in numerous places.

https://help.prusa3d.com/article/6OdtbKF1bw-shippingtable

Any time I looked at the shipping table it was always way out of date. So, 🙄

I doubt the support reps know much more. People seem surprised support can't really tell them exactly when their order will ship when the reality is they probably just have a long queue of orders by date and region, and they just fill them as fast as they can. Any number of things can affect that (RMA parts needing to be sent, filling store replacement parts orders, number of kits/assembled printers/parts in stock)

Re: Lack of respect and honesty = cancelled order

I doubt the support reps know much more. People seem surprised support can't really tell them exactly when their order will ship when the reality is they probably just have a long queue of orders by date and region,

That's fine then. That's what they need to advise, "It will ship when it's ready for your region ...", rather than advising it will ship in the next day or so, or whatever. And scrap the spreadsheet if it isn't reliable.