New Heatbed shipped with a little corner chip, is it common?
Hello Josef and Prusa team,
I'd like to follow up with you all regarding the case I'm submitting. I just freshly built and finished testing MK3 i3. It's a great printer and hats off. However, I am having difficulties to contact the support regarding the heatbed I received. I believe when I opened the case the heatbed PEI sheet should be fresh and new. I washed my hand and tried to touch it carefully, treat it as a baby butt.
Sadly, I noticed a little chip on the very top corner and I have been sounding this via Chat (I don't recall his last name) and tried to sent him several pictures. I got frustrated during the chat because he keeps telling me the pictures aren't clear. I tried my best to describe the issue and I believe the heatbed deserve a replacement for a defect PEI for my shipped kit. He kept telling me it's just fine and won't be a problem.
Eventually, the CS ended up pass me to [email protected]. I did send a follow up e-mail regarding this issue.
My first CS experience was great because he helped me during the Extruder build and Z-axis. Patience and kind. The second CS experience wasn't that great. More confusion and haggling about the heatbed "taking pictures" issues rather than how to solve the heatbed problem. I do understand there's a policy on the pre-assembly kit.
I'm feeling lost and exhausted because I've spent my weekend, fully focused building this and at the end knowing the chip on the heat bed, that makes me an itch. After measured the torque for tightening the M3 screws and putting all this together, I can't bear myself to not writing an open question regarding the heatbed.
I'd like to quote from this thread (Derek) https://shop.prusa3d.com/forum/hardware-firmware-and-software-help-f64/customer-service--t15896.html
Is there a new "policy" in place requiring video and photo proof of failure?
This is my first Prusa and I try to love it and look forward support Prusa Research. However, knowing and researching about the current CS services make me nervous and a bit concern. I do want to know where the company stands for.
Best Regards,
Andrew
Re: New Heatbed shipped with a little corner chip, is it common?
Good morning Andrew,
the extruder will never get to that area as it's outside the printable area of the board, so it shouldn't be a problem,
I would get a piece of abrasive paper, and smooth the corner roughness, all should be well! ( don't sand across the PEI)
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
Re: New Heatbed shipped with a little corner chip, is it common?
@Joan
Thanks for the reply. I know the print won’t be there but the question is it common to have chip in the very top corner for new kit?
I do want to verify that. If it’s known defect from the shipping, I know where I can submit a claim. The reason I said this because when I received the package the black plastic bag was slightly crooked at the bottom edge. I was wondering whether it was damaged during the shipping.
Anyway, Prusa confirmed that they are going to send me an replacement for the sheet. I think the biggest impact for me isn’t the price instead the shipping cost.