Technical Support Chat  

Technical Support Chat

I have been very happy with my Prusa. That being said, I'm a little surprised at the quality of the technical support chat. It's been over a week ago with my first tech support chat. I had a print cooling fan go bad on my MK3. Tech said he would send one out right away. The shipping was actually very prompt and I had a fan within five days. However, it was the fan for the MK2. I contacted tech support again and they said they would ship out the correct fan. Three days later, no confirmation that anything has been shipped. In the meantime, my y-axis pulley has gone bad. It is creaking and popping extremely loud. I swapped to the x-axis to verify it was the pulley... it was. I contacted tech support again to 1) check on my fan and 2) discuss the pulley issue. Here is a snippet of the transcript:

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Bobby Phillips 07:42:03 am

Ok.. to summarize.. it's been almost a week with no help. I have a defective part cooling fan, Prusa sent the wrong one, I'm still waiting for notification of the correct one being shipped. Also, I have a Y-axis idler pulley that has gone bad and need it replaced.

Martin 07:42:20 am

OK, minute
Y-axis what do you mean?

Bobby Phillips 07:43:15 am

The belt that moves the bed back and forth... on the Y-axis. The pulley installed at the front of the printer has gone bad.

Martin 07:43:24 am

The pulley is loose ok?

Bobby Phillips 07:44:12 am

No it's not loose. The install is good, the printer returns good values for the belt tension. The bearings have gone bad. It makes a grinding noise and pops very loudly.

Those videos demonstrate the issue.

It shocks me that the chat tech did not know what I meant by "Y-axis!!"

That was Friday morning (probably 1-2 in the afternoon in Prague). I've yet to see a DHL shipment notification.

Very disappointed in the quality and responsiveness of the tech support.

And by the way, I've also sent 2 e-mails to [email protected] and in a week's time, there has been absolutely NO response.