Powder Coated PEI Steel Sheet  

Re: Powder Coated PEI Steel Sheet

I had similar in my initial purchase. I got 2 y-belt holders, but no idler. Also had a failed PSU, and a couple orders stuck on “backordered” when everything in the order showed as “in stock” In terms of tech support the staff is top-notch; 5 stars. In terms of order support 2-stars feels generous.

In their defense, and I’m speaking about companies in general here, not Prusa. Even if you’re entitled to something at no cost to you, like a warranty repair or missing part, it still costs the company. Keeping customers happy is expensive work, but part of doing business, (Unless you’re M3D in Fulton Maryland, but I digress...) Most companies very closely monitor giving “free stuff” to customers, no matter how clearly it’s the right thing to do. It also needs to be monitored closely because of fraudulent customers. How many PSUs are going to “fail” because someone wants to upgrade to the new Delta PSU for free? In the specific case of Prusa, I think they are too hesitant to sent replacements, probably due to the exorbitant shipping costs that hurt them too. My idler replacement cost them pennies to produce, but probably $20 to ship; that can be a huge suck on the bottom line.

In the case of The TXT sheets; Prusa is definitely losing money on that deal. It’ great that they “owned” the issue and have been trying to make it right, but it’s also clear that they’ve been trying to contain the damage to the P&L. For example initially they started shipping new units, while deferring the vouchered customers. I’d be willing to bet that the front line CSR’s are forbidden from issuing vouchers, and all claims have to go through some specific individual who needs to audit account histories, and verify that no one “mistakenly” gets an extra voucher.

Finally, there may be some cultural or language or just CSR BS reason, but with Prusa’s CSRs “By the end of the week” seems to simply mean “give it a few more days; the issue should work itself out; I can’t/won’t do anything more about it today.” and does not mean “Resolution is promised by COB Friday.” I am not happy about that, but understanding it brings some perspective.

Re: Powder Coated PEI Steel Sheet

In their defense, and I’m speaking about companies in general here, not Prusa. Even if you’re entitled to something at no cost to you, like a warranty repair or missing part, it still costs the company. Keeping customers happy is expensive work, but part of doing business, (Unless you’re M3D in Fulton Maryland, but I digress...) Most companies very closely monitor giving “free stuff” to customers, no matter how clearly it’s the right thing to do.

True this. I work for a decent sized multinational company that makes very specialized test equipment. (Gas and liquid chromatographs, mass spectrometers, and other chemical analysis machines... You know, systems in the multi tens to hundreds of thousands of dollars.) One of the sales metrics that we pay very close attention to is what we call DFOA (Device Faulty On Arrival, pronounced dee-foh-ah). It is more expensive to continually replace faulty delivered equipment (and loose customers on a poor first impression) than it is to actively track and proactively remediate issues. We also track warranty repairs, but DFOAs are tracked separately. (Actually, part of my job is to test the packaging we use to ship our products to our customers. My mantra for these tasks is "It is poor customer service to deliver a broken product".)

Not knowing Prusa's internal structure and only having one of the printer kits sent to me (single data point), I can't speak to how much effort Prusa puts into DFOA tracking and remediation (both proactive and reactive). All I can say is my one data point was a positive experience. I'm saddened to hear about the negative experiences.

Re: Powder Coated PEI Steel Sheet

I am happy they are making progress and will wait a few more days.

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

It appears that others are waiting still so you might be surpassed.

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

It appears that others are waiting still so you might be surpassed.

Most, if not all who are waiting certainly ordered after me... my order was placed on the 25th Sept 2017 and Prusa openly admitted they skipped over me due to a technical issue.

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

It appears that others are waiting still so you might be surpassed.

Most, if not all who are waiting certainly ordered after me... my order was placed on the 25th Sept 2017 and Prusa openly admitted they skipped over me due to a technical issue.

Does technical issue mean they forgot? 😆

Re: Powder Coated PEI Steel Sheet

It appears that others are waiting still so you might be surpassed.

Most, if not all who are waiting certainly ordered after me... my order was placed on the 25th Sept 2017 and Prusa openly admitted they skipped over me due to a technical issue.

Does technical issue mean they forgot? 😆

Exactly that.. They had a list of people they overlooked.. So rather than address them as a priority, they just put them to the bottom of the queue.

The encouraging thing now is that this means they have completed their backlog, so its possible the PC sheet will be on sale again soon.

Re: Powder Coated PEI Steel Sheet

Mine arrived yesterday. Ordered my Mk3 the 1st week of January 2018, received it at the end of March 2018. They seem to be catching up quickly.

The appearance seems different than earlier versions. Nothing bad, but more "painted on" appearance that I expected.

Re: Powder Coated PEI Steel Sheet

Mine arrived yesterday. Ordered my Mk3 the 1st week of January 2018, received it at the end of March 2018. They seem to be catching up quickly.

The appearance seems different than earlier versions. Nothing bad, but more "painted on" appearance that I expected.

Can you post a few photos?

Re: Powder Coated PEI Steel Sheet

[...] Can you post a few photos?
I've only done a quick Live-Z calibration so far, so I don't have any print examples. Here's a glamour shot of the sheet posing on the printer:

Re: Powder Coated PEI Steel Sheet

You are right - much whiter lettering.

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

571 days from date of order ... and no voucher ... 😥

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

571 days from date of order ... and no voucher ... 😥

Have you contacted support?

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

571 days from date of order ... and no voucher ... 😥

Damn.. My record on lasted for a few days.. Did you get the questionaire in December? I didn't and had to contact them to give me choice..

And its this very fact which caused them to keep people like me, who didn't get the mail until the end.

Jon

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

571 days from date of order ... and no voucher ... 😥

Damn.. My record on lasted for a few days.. Did you get the questionaire in December? I didn't and had to contact them to give me choice..

And its this very fact which caused them to keep people like me, who didn't get the mail until the end.

Jon

There are have been a bunch of folks that failed to get the email. Lost in the junk folder?

Re: Powder Coated PEI Steel Sheet

A friend of mine ordered their printer on day one and their voucher survey email hit their junk folder. Shoot support a message and they will sort you out.

Re: Powder Coated PEI Steel Sheet

There are have been a bunch of folks that failed to get the email. Lost in the junk folder?

Nope.. I get mails from them regularly, but not the "survey" and nothing in the junk.. I spoke them about it this week and they had "technical issues" resulting in some people not getting the survey.. But instead of them putting the people who they missed back in order, they just left us until the end, irrespective of when we ordered.

Re: Powder Coated PEI Steel Sheet

Email is a 100% percent fire and forget to always hit the intended target. Servers something intercept and misinterpret mails as junk.

Reach out the support by chat.

Re: Powder Coated PEI Steel Sheet

finally got my voucher. 533 days from date of order... I suspect thats a record...

571 days from date of order ... and no voucher ... 😥

Damn.. My record on lasted for a few days.. Did you get the questionaire in December? I didn't and had to contact them to give me choice..

And its this very fact which caused them to keep people like me, who didn't get the mail until the end.

Jon

Yes, i get the questionaire in November, but no info about my choice ... Now i have contact the support 😕