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Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)  

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BCHS Print & Design Club
(@bchs-print-design-club)
New Member
Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

Can anyone share their experience with support from [email protected]? The Y-axis belt included in my MK3 kit was 53 mm too short (597 mm vs the required 650 mm). Shane from support chat told me to email [email protected] with a photo of the belt. I email the info/photos 3 WEEKS ago, and haven't gotten any reply. I sent a followup 1.5 weeks ago, and again yesterday, still with no reply. I've tripled checked the address.

Is [email protected] a black hole? Anyone know of a different address to send my part replacement request? I feel bad airing this dirty laundry in the public forum, but I've been waiting on this belt for 3 weeks now.

(Also, they sent me the British power cord instead of the US one. Can anyone confirm that the US and British power supplies are the same? In particular is the fuse on the power supply input the same?)

Thanks!

Respondido : 20/04/2018 4:12 pm
Dewey79
(@dewey79)
Honorable Member
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

Mark, you have two belts in the package have you looked at both and maybe have the wrong one out? If you installed both already could you have installed the wrong one and cut it down further?

Respondido : 20/04/2018 4:20 pm
BCHS Print & Design Club
(@bchs-print-design-club)
New Member
Topic starter answered:
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

No. It was definitely the correct belt. (The x-axis belt is much longer and was the correct length for the x-axis assembly, with only a small trim as per instructions).

Respondido : 20/04/2018 4:34 pm
JoanTabb
(@joantabb)
Veteran Member Moderator
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

Mark
The psu is universal
Just change the cable.

Try sending the email again and mark for attention shane
Regards joan

I try to make safe suggestions,You should understand the context and ensure you are happy that they are safe before attempting to apply my suggestions, what you do, is YOUR responsibility. Location Halifax UK

Respondido : 20/04/2018 4:53 pm
ACDawg
(@acdawg)
Eminent Member
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

I had the same issue with the short belt. Try chat again, let them know about your previous conversation and that you sent them the picture. Maybe even host the picture somewhere so that you can send them a link to it in chat.

Respondido : 20/04/2018 5:37 pm
stahlfabrik
(@stahlfabrik)
Honorable Member
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

They recently updated their chat. You can now send files within chat.

Respondido : 20/04/2018 6:34 pm
BCHS Print & Design Club
(@bchs-print-design-club)
New Member
Topic starter answered:
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

Thanks everyone for the replies. Does anyone know the hours for chat, or what the direct link for chat is? I always accessed chat with a little popup notification in the bottom corner of my browser when chat was staffed/active. But it no longer seems to do that. I can't seem to find the direct link to chat anywhere on the website.

Respondido : 20/04/2018 8:33 pm
darKing
(@darking)
Trusted Member
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

Just went on https://shop.prusa3d.com/en/ and waited a bit. Chat just popped up.

If you are still logged in, try to log out of the Shop. (you can check that in the top right corner)

Respondido : 20/04/2018 9:37 pm
Kwaad2
(@kwaad2)
Honorable Member
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

I'm not gonna say "Prusa is right to not contact you."
Cause that's not right.

BUTTT...

https://www.amazon.com/Mercurry-Meters-timing-Rostock-GT2-6mm/dp/B071K8HYB4/ref=sr_1_3?ie=UTF8&qid=1524253254&sr=8-3&keywords=gt2+belt
9$ delivered to your door, If you have prime, expect it on monday. (or if I was to order it this moment, I would get it on sunday)

And having extra GT2 belt laying around is quite nice.

I AM NOT SAYING PRUSA SHOULD NOT MAKE GOOD.

Pester them until you get your belt. They messed that up.

But seriously. 825+$ delivered, and you are waiting 3 weeks to put it together, because of 1$ worth of belt. Just sayin'.

Hi, I'm Sean. I used to work on CNC machines.
I try to not make mistakes, but the decision is YOURS.
Please feel free to donate to my filament/maintance fund.

Respondido : 20/04/2018 9:46 pm
MercuryRH
(@mercuryrh)
Active Member
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

Mine was too short and I got a replacement in about 2 weeks. I got a reel of GT2 belt from Amazon UK overnight and now have spares. The chat message asked for a picture (which was supplied) and the chat operator was going to pass this down to the relevant team to make sure it got fixed. Sounds like it hasn’t been, or someone has a faulty ruler!

Respondido : 24/04/2018 10:44 pm
BCHS Print & Design Club
(@bchs-print-design-club)
New Member
Topic starter answered:
Re: Been waiting 3 weeks for a REPLY from [email protected] (Y axis belt too short)

All's well that ends well.

I spoke with someone in Prusa chat on Apr 20 and asked them to poke whoever monitors [email protected].
On Apr 25, I (finally) got an email response regarding my initial email from Mar 28, and they immediately shipped a replacement belt.
On Apr 30, the belt (and US power cable) arrived. Yay!

Apparently, the way their email system is set up, when I sent a followup at 1.5 weeks and 3 weeks (since I had gotten no reply), it bumped my original message to the bottom of the queue. In the end, I'm happy about the new belt. I just wish it didn't take almost a month just to get them to read/see the email. (A separate hardware-failure email address would have been nice.)

Thanks everyone for your replies/advice. (I was about to order the belt via amazon that sean.h8 had suggested above.)

Respondido : 01/05/2018 6:04 pm
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