Ordering/Billing Woes 🙁  

Re: Ordering/Billing Woes 🙁

Matt,
Seeing that you're only a week into your order, I'd request PR cancel your order and have them reverse the charge. If they can't get that done in 24hrs, the I'd contact Visa and do it yourself.

I'd still highly recommend you try it again and see if you can get the order to go through again with a new charge from Visa. I've found out from past transactions like these, if I inform my CC issuer of what's going on and let them know another large charge may be going to an oversees company shortly, they have kept track of it and don't trigger any red flags on the transactions.

As for PR being unwilling or incompetent, I'd chalk it up them being increasingly overwhelmed with orders, support, building, shipping, etc... I so wish I could help them out more than just chipping in honest feedback here on the forum.

Re: Ordering/Billing Woes 🙁

If you’ve emailed them once and they didn’t understand, I would probably email them a 2nd time and try to explain things even more clearly or hope for a rep that understands what you are trying to say.

Immediately jumping on a forum to call them unwilling or incompetent doesn’t really seem like the way to handle things.

Re: Ordering/Billing Woes 🙁

If they can't get that done in 24hrs, the I'd contact Visa and do it yourself.

Please don't do this, especially not for something that's likely an honest mistake. Chargebacks do far more harm to a business than forcing them to reverse a transaction. They have to pay additional penalties on top of the cost of the charge, and their credit rating can be impacted. That's why companies that receive chargebacks typically blacklist people who do them. Having a bunch of money in limbo is stressful (been there, done that...), but that should always be the absolute last resort.

Matt, one thing to keep in mind is that there could be a language barrier as well. I had to play support roulette at one point (had some trouble communicating what was happening to one person, had excellent luck with the second). It might help to just rephrase what you already posted or, like Nathan suggested, try to speak with a different rep. If you haven't already, including other relevant information in the e-mail (the person you chatted with, the chatlog itself, etc) might give them a bit more to go on, or at least someone they can get some clarification from. I hope you can get this straightened out!

Re: Ordering/Billing Woes 🙁

Has anyone else gone through this? If so how did you resolve it? I'm getting a little antsy having a large transaction on my card with a company seemingly unwilling or incompetent to help what seems like a rather simple fix.

Someone posted somewhere about a week ago, that each time you send an email, it puts you at the end of the queue. So don't send more emails! EDIT: Only have one email in the queue at a time. Your free to respond when you need to

I read somewhere. (Can't recall where for the life of me, maybe a blog post somewhere?) that they recently re-did the backend of their store, so it could be a mistake on that somehow.So long as you have proof the money came out of your account, and a "order number" (which should have been emailed to you) I think you should be safe.

I would not worry much until you get near the 1 month point. At that point, you should worry and take desperate action if Prusa has not made good on this.

(It would only take one call to your credit card company, and mabye 30 minutes, to reverse the transaction... but as mentioned above, this should be a last ditch effort.)

Re: Ordering/Billing Woes 🙁

Hi Matt,
I've redirected this to our support team. I'm sure they will handle it 😉
... and yes we were migrating to a new production system, I'm sorry for the issues.