Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Short story - I ordered the MK3S+ and while it was being shipped the announcement for the MK4 came out. I've sent multiple emails to Prusa stating that I was returning the MK3S+ (and ordering the MK4), verified through PureChat that they have been received, yet heard nothing back. DHL advised me not to open the boxes, which I have taken their advice.If anyone has returned anything to Prusa, how long did it take? Their website has little information about returning products.
I have the option to return all or part of the order. I ordered filament and an enclosure along with the printer. I've asked if I should return everything or just the printer. If the enclosure works with the MK4, which I've heard that it does, I would hold onto it if possible.
I've been emailing [email protected] - perhaps that is the wrong email address for returns?
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
According to the website, it's the right email address. You say there's little info about returns, so I'm not sure if you're aware of this page or not - https://help.prusa3d.com/article/refunds-returns_2286
Tldr, you still have quite some time to finish the return process. Given the MK4 release, I'm sure there's a lot of similar emails pending, even the live chat is taking over half an hour to get to someone.
I'd give it a few more days, given the circumstances. But I do remember that it took at least a day to get an email response back when I was contacting them about some warranty stuff.
Btw, the enclosure is fully compatible with MK4. The shipping cost is refunded only once - as in, they refund the initial shipping cost, but the return shipping is paid by you. Since they give you a prepaid label for returns, they subtract the shipping cost from the money return instead.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
According to the website, it's the right email address. You say there's little info about returns, so I'm not sure if you're aware of this page or not - https://help.prusa3d.com/article/refunds-returns_2286
Tldr, you still have quite some time to finish the return process. Given the MK4 release, I'm sure there's a lot of similar emails pending, even the live chat is taking over half an hour to get to someone.
I'd give it a few more days, given the circumstances. But I do remember that it took at least a day to get an email response back when I was contacting them about some warranty stuff.
Btw, the enclosure is fully compatible with MK4. The shipping cost is refunded only once - as in, they refund the initial shipping cost, but the return shipping is paid by you. Since they give you a prepaid label for returns, they subtract the shipping cost from the money return instead.
Thanks for the very informative reply! As much as I hate to say this, I may end up keeping the MK3S+ printer due to all the costs. I bought the assembled printer bundle with the enclosure. Was going to keep the enclosure. So not sure what the printer return would be - would the discount on the enclosure be levied against the printer? At minimum I see the following additional costs - $150 to ship printer back, $150 to ship MK4 to me, $55 duty for new MK4, lost of $200 credit. Total $555 just to buy the new printer. If I ship the enclosure back that adds another $100 to shipping bringing the grand total to $655. This isn't including the $1099 price of the new printer.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Yeah, the shipping to and from the States is very high. I'm on the other side of the pond, so I get the same issues when buying American products. 23% VAT hurts...
Aside from keeping the MK3S+ as is, you can consider these options:
- get an upgrade kit. The highest one (->MK4) is not worth it at all, but the lesser ones might be worth it (->MK3.5 or ->MK3.9). But you need to do some disassembly + reassembly work - you bought an assembled printer, so I assume you wanted to avoid this hassle,
- sell it and order MK4 (I have no clue how much money you can get for it, but according to your calculations it might be cheaper than returning).
Keep in mind that if you ordered during the last 30 days, you get a voucher for 200USD - https://blog.prusa3d.com/announcing-original-prusa-mk4_76585/
"Q: I have just received my MK3S+ and now it is cheaper. Is there something you can do for me?
A: If your MK3 was ordered and paid within the 30 days before this announcement, you will receive a voucher that compensates you for the price difference between MK3S+ now and then (e.g., if you have an order in USD, you will get a 150 USD voucher per kit and a 200 USD voucher per assembled printer, and so on…). You will get these vouchers via e-mail by the end of this week."
This voucher might help ease up the cost if you decide to get an upgrade kit for your MK3S+ or sell MK3S+ and get an MK4. Making these two options even more viable than returning the printer.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
My order was in transit at the time of the announcement. Initially I refused delivery. That was a big mistake. I know have the order in my possession.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Now 3 business days and no response from Prusa on the return. Nothing. Nada, zero, zilch...
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Honestly, if I were in your position, I would just take the Mk3, use and enjoy it for 6 months or longer and then, maybe, buy one of the upgrade kits.
The Mk3 really is an excellent printer and can produce some superb prints. The Mk4 is new and there are no reports as yet from users. The Mk4 firmware will need quite some time to get bedded in.
In any event, I will see what I can do to chase your emails.
Peter
Please note: I do not have any affiliation with Prusa Research. Any advices given are offered in good faith. It is your responsibility to ensure that by following my advice you do not suffer or cause injury, damage…
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Peter, thanks for the reply! I did get and email from Ladislav this morning. I may take your advice and end up keeping the printer. I'm staring at it sitting in the box on the floor unopened calling to me - open me, please... It also said if you send me away I'll make you pay!
Honestly, if I were in your position, I would just take the Mk3, use and enjoy it for 6 months or longer and then, maybe, buy one of the upgrade kits.
The Mk3 really is an excellent printer and can produce some superb prints. The Mk4 is new and there are no reports as yet from users. The Mk4 firmware will need quite some time to get bedded in.
In any event, I will see what I can do to chase your emails.
Peter
RE:
I have the exact same issue as you, bought a shiny new latest and greatest toy only to have it be be replaced and obsolete by the time the shipper delivered it, so now the excitement and joy of new unit is tainted and the cost of or returning, upgrading or selling is just more cost And none of those options will bring back the excitement, now it’s just going to be an outdated, obsolete, resented purchase every time I look at it. I’ll be watching your thread to see what you decide to do, as I may do the same
RE:
Also just an FYI for your question, I got my reply from them today, I also bought the bundle. They will refund you $985 if you return printer, not the $1099 that they were selling for without enclosure bundle. They are taking the discounted cost of the bundle and applying it against the printer, leaving you paying full price for enclosure.
Option 1, is return printer for $985-150 return shipping= 808. Mk4 is 1099+150 to ship=$1249. Net cost to get a 4 is $441 plus 8-10 weeks to recieve
Option 2, sell new unopened mk3s+ on the open market for 500-600 and wait for someone to bite in the mass of other listed mk3’s. 1249-600-200 credit= $449 plus 8-10 weeks for the mk4 assuming you can get 600 out of it.
Option 3 keep it, but upgrade. Use the 200 voucher - 580 for kit= $380 and all the hassle of dismantling your factory built unit and installing a DIY kit. Have an mk4 in the end and an mk3 to use in the meantime.
Option 4, just keep it as the mk3s+ and come to terms with buying something new and receiving an old outdated obsolete unit by the time it gets to your door that will make you angry about the deal ever time you use it.
It’s a bad deal all the way around.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
I'm keeping the printer and doing a different option. The release of the MK4 while my printer was in transit, pissed me off, but doesn't affect my love of the MK3S+. So I'm doing the following:
1. I'm going to start using the MK3S+, getting acquainted with it. It's renowned for being a workhorse and I plan to test that out.
2. Instead of tearing it apart to do the upgrade, I'm looking at buying the MK4 kit. I can print all the parts with the MK3S+ far in advance of the shipment arriving. I'd rather use the $200 credit towards the MK4 that I can assemble at my leisure while continuing to print with the MK3S+.
3. Once both are up and running I can decide what I'm going to do with the MK3S+. I'm tempted to keep both.
While i understand the frustration about the enclosure discount reducing the return amount for the printer, it makes sense. You could return the enclosure along with the printer, but that raises other costs. I had to pay duty for the printer when it was shipped.So that added to my costs.
The $200 credit cost takes the cost of the MK4 down to $599. Then I subtract the $114 I saved by keeping the enclosure, it's now $484. That's Dad math admittedly!
Of course I'm not adding in shipping and duty.
Also just an FYI for your question, I got my reply from them today, I also bought the bundle. They will refund you $985 if you return printer, not the $1099 that they were selling for without enclosure bundle. They are taking the discounted cost of the bundle and applying it against the printer, leaving you paying full price for enclosure.
Option 1, is return printer for $985-150 return shipping= 808. Mk4 is 1099+150 to ship=$1249. Net cost to get a 4 is $441 plus 8-10 weeks to recieve
Option 2, sell new unopened mk3s+ on the open market for 500-600 and wait for someone to bite in the mass of other listed mk3’s. 1249-600-200 credit= $449 plus 8-10 weeks for the mk4 assuming you can get 600 out of it.
Option 3 keep it, but upgrade. Use the 200 voucher - 580 for kit= $380 and all the hassle of dismantling your factory built unit and installing a DIY kit. Have an mk4 in the end and an mk3 to use in the meantime.
Option 4, just keep it as the mk3s+ and come to terms with buying something new and receiving an old outdated obsolete unit by the time it gets to your door that will make you angry about the deal ever time you use it.
It’s a bad deal all the way around.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
2. Instead of tearing it apart to do the upgrade, I'm looking at buying the MK4 kit. I can print all the parts with the MK3S+ far in advance of the shipment arriving. I'd rather use the $200 credit towards the MK4 that I can assemble at my leisure while continuing to print with the MK3S+.
If you buy the full Mk4 kit (not the upgrade kit), it will come with all the printed parts.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Wasn’t aware of that. That said I’d prefer to put an MK4 together than take apart and put together my MK3S+. This way I have at least one working printer at all times. I’m also waiting to see people’s experiences with the MK4 before buying one
2. Instead of tearing it apart to do the upgrade, I'm looking at buying the MK4 kit. I can print all the parts with the MK3S+ far in advance of the shipment arriving. I'd rather use the $200 credit towards the MK4 that I can assemble at my leisure while continuing to print with the MK3S+.
If you buy the full Mk4 kit (not the upgrade kit), it will come with all the printed parts.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
You get two printers then. A better deal from the way I see it.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Hello Amptrones,
It won't help you but there are more in this situation. Think about all the people that ordered an Xl just to have the new technology .. and now seeing suddenly a new MK4 with almost all that new tech also.
Anyway and most important, do not worry about the MK3S+
That is one of the most reliable printers, veeeeery easy to use, lots of supports, lots of intel, reviews ...
You can not go wrong with this printer, certainly not if you have the enclosure.
and remember, .. even when buying the latest tech .. there is always going to be something better in the near future. That's how things go.
But that "new and improved" very often has little issues that have to be ironed out.
and your MK3S+ is SOLID!
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
You are correct, there is more to the situation. The reason I am angry is not that a technology is replaced. I am angry because I talked to them the day I ordered it and specifically asked them about mk3 updates and the guy assured me 3 times that there were no plans to update the mk3 in process, they had been focusing on the xl.
Fast forward 2 days and they release a product the just assured me was not even being developed.
They could have handled things very differently, they could have announced it was coming a head of time. They could have said something was being worked on, but they didn't know when it would be released. They could have just said you should wait a few days to order. They could be offering those whose units were retired and made obsolete during shipping a decent deal on an upgrade kit since our units were retired before we even received them. They could have simply just sat on the order for a couple days, in any of those cases I would be singing their praise from the balconies.
Instead, they chose to lie to me and prove that the only thing they care about selling off the last of their obsolete product inventory instead of caring about those of us who got our new units retired before they even get to our door.
I am mad they lied to me, not that they released a new model, it's the way they did it that screwed us over that has me resentful enough that I do not want the printer I received, it will always be reminder a bad experience every time I look at it. I couldn't care less if the mk3 is reliable or not. I don't care about the $200 in store credit. It isn't what I would have purchased had I been given honest information. Now I am forced to spend several hundred dollars more for a current unit on top of the cost of the current unit that I bought.
I can't sell it for even half what I paid for it, it will cost me half that again to upgrade it to an mk4. It is even going to cost me $300 more just to send it back.
No matter what I do with it at this point it will always be a bad experience. I'll most likely end up just donating it to a school or something and buying a competitor's product.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
I feel your pain. If I had thought to ask, which I didn’t, if there was a new product release and was told no, I’d be going nuclear.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
I fully agree with the comments, I think that this is the correct time to wait for an answer
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Yeah I can certainly understand the anger if they told you that days before coming out with a new product. That's a lot different than having simply gone to the website and ordered a printer, then finding out there is a new model coming out, even if it leaves you in the same situation. I would be pissed too if they lied to me like that. It doesn't seem credible that the person manning the phones wouldn't be aware of the impending new product launch in just a couple of days. Maybe in a larger company, but even then those people would need to be trained ahead of time to be able to answer questions related to the new printer.
RE: Returning MK3S+ - how long is reasonable to wait for a response from Prusa
Thinking a little more, if they told you there was no plan to update the Mk3, then looking at it a certain narrow way, then that was the literal truth since the new model is the Mk4, and the upgrade kits are for Mk 3 point whatever. It's still misleading as hell at best. I can certainly understand wanting to keep the new product under wraps until the planned teaser and the actual launch, but at the end of the day they still lied to a customer in order to preserve that surprise. The order taker should have said something about just being an order taker and not authorized to comment on potential future new products or updates. May have even been trained to do that and then did something else as humans are wont to do.