Worst Ordering Experience ever
Being intrigued by the offer of free shipping, I decided that the time had finally com to own the PRUSA PRINTER. So, I went to the site and tried to log in to my account. For some reason, my login did not work. I tried several times and several passwords, Nothing worked. So, I decided to order as a guest. The website stated that I did not have to log in to do that. That is not true. I tried several times and still was not successful. The login was demanded in order to place my order. So, I gave in and decided to ask for a new password. I received nothing. I tried at least three more times-still nothing. So I finally contacted support through chat. After the usual 10-20 minute wait I was told that the site was slow and that I should wait longer for a reply. I did that and also requested a new password a couple of more times, just in case. An hour or so later, I gave up and tried chat again-- another 10-20 minute wait. This time they were more helpful and gave me a new password which I was able to use to log in to my account. So I did the necessary actions and ordered a new printer. I put in my card number and finally got the message that the order was complete I could either wait for the confirmation or an email would be sent. After a while I decided to wait for the email. Just to be certain, I checked my account. No new order was listed. So, again, I contacted chat-another 10-20 min wait. They could find no order. So, I checked with my bank and sure enough the charge was listed. The next morning there was still no order listed in my account, so I contacted chat- another 10-20 min. wait. They had no record of the order and suggested that I cancel the charge and reorder. So, I contacted my bank and the only way was to dispute the charge. I decided not to do that and contacted chat again. This time they had to send note to the finance department and I had to provide a screen shot of the charge to prove that I had paid. While all this was happening I have been traveling and partly due to these time consuming distractions left about $100 of personal items in the hotel. So far, assuming I actually get a printer out of this, it has cost me at least $50 more that the cost of buying one at full price.
RE: Worst Ordering Experience ever
Sounds familiar. Don't be surprised if in a few days your order is finally acknowledged, though with a delivery time many weeks from now. This is just how Prusa somehow gets away with doing business. And yes, it smacks of deceptive trade practices. The upside is Prusa does eventually get around to shipping; just not on what we all have come to expect: an Amazon Prime Next Day Delivery schedule.
RE: Worst Ordering Experience ever
I hope that is not the case because I will only be at the ship to location for about 3-4 weeks. So, they will hopefully ship it sooner, or not at all.
RE: Worst Ordering Experience ever
I hope that is not the case because I will only be at the ship to location for about 3-4 weeks. So, they will hopefully ship it sooner, or not at all.
I would definitely suggest you log in to the e-store site and contact support via online chat. Shipping times have improved considerably, but if you have a hard constraint like that, best to verify with them.
and miscellaneous other tech projects
He is intelligent, but not experienced. His pattern indicates two dimensional thinking. -- Spock in Star Trek: The Wrath of Khan
RE: Worst Ordering Experience ever
Thanks for the advice. However, I am done with this. If the order does not show up and ship soon, I will just cancel the order and, if necessary dispute the charge with my credit card company. I have no appetite left for more chats, etc. and my enthusiasm peaked a while ago.
RE: Worst Ordering Experience ever
Hello, robert-c36,
We're sorry to hear about your negative experience! Please check your email, I sent you a followup. I have also fixed the order, your printer should be expedited this week.
Martin L.
Official Prusa Research CS
RE: Worst Ordering Experience ever
That does sound annoying. Sounds like their site was overloaded with the promotion?
If it helps, I ordered the day the mail came out, it shipped on 7/4 and arrived (Texas) Monday night. Spent last night leveling my frame. So: it sounds like it’ll be there soon!
I already have a mk3/mmu2 upgraded to mk3s/mmu2s, but wanted a standalone mk3s for reliable prints (my mmu2s adds another level of unreliability to the start of prints...). Also, it’s always nice to have 2 active 3d printers and I’m retiring my ultimaker/rostock.
Paul
RE: Worst Ordering Experience ever
Contacting support works better than complaining on the forum to gather allies.
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Chuck H
3D Printer Review Blog
RE: Worst Ordering Experience ever
It sounds like he did contact support, several times, and the issue was being resolved. I don’t think the post here was in lieu of contacting support, it was just sharing his experience (and venting his frustration a bit).
BTW, Robert: I think it will be worth it. The mk3s is my third 3rd printer and it’s great. I love just being able to print (my previous ones were much more finicky, more of a hobby than just a slice and print machine)
RE: Worst Ordering Experience ever
Paul-m27
Thanks for the accurate comments and support. I hope the printer comes out as you say. This will be my third as well. The first was a kickstarter kit and I think I was one of the first builders as the instructions were faulty in areas and I was given the wrong firmware. Finally got it working, but that did not last. Replaced it with a Makergear M2 (used) which works beautifully but is really a pain to calibrate if it gets out of adjustment. Now I will be living in two different locations and don't want to move the printer between them, hence my interest in the prusa. Hopefully, I can regain my enthusiasm if the printer works out well - assuming I actually receive it.
RE: Worst Ordering Experience ever
I want to thank martinlexa for his help. He saw my post and has thoroughly corrected the problem and it appears I will be receiving a printer soon after all. The order is now showing in my file and should ship sometime this week. Hopefully I will have a good experience with the printer.
RE: Worst Ordering Experience ever
Hope it is smooth from here. Not sure I would blame Prusa for leaving things at the hotel though.