[Geschlossen] communication  

Re: communication

I had the same thoughts. My order was delayed due to my request to wait until the new sheets were available. Once Jo said they would be shipped anyway due to a delay in the new sheets I waited four days until the first time I contacted them.
On my first contact I was told that my printer would be shipped in the next four days. I waited five work days and contacted them back on 3/10. I was given a tracking number and my printer had shipped on 3/8 with no notification.
There are delays in notifications.

Re: communication

and yet AGAIN, my order has been delayed ... that is a 4th time.

And I had to find out myselve, when checking the shipment-table.

Why does PRUSA does not at least notify the customers with a little email every time his/her order is delayed?
I find it to be a mater of basic respect.

Re: communication

I should be in anticipation of my ordered and payed for printer ... not being in anticipation if the order has been delayed yet again or not

I understand the reasons why the shipments are delayed ... but not the way Prusa handles this.

Customer service: 🙁 🙁 🙁 🙁

Re: communication

I should be in anticipation of my ordered and payed for printer ... not being in anticipation if the order has been delayed yet again or not

I understand the reasons why the shipments are delayed ... but not the way Prusa handles this.

Customer service: 🙁 🙁 🙁 🙁

I agree 100% I just looked and my printer has been delayed again #4 now. I see that the assembled printers are shipping but the kits are not. I ordered a kit you would think that those would be quicker no assembly time but I guess not. Wishful thinking that I will ever get my printer.

Re: communication

OK,
Not with the intention to get people angry ... that would solve like 0% of the problem offcourse ... but just to give an insight.
Maybe for Prusa-people this could be helpfull to see the client-side of the PRUSA-experience ... of part of it..

To get things started:
Decided to order an MK3, placed the order ... but something went wrong (my mistake?) and never received an email or message regarding how to pay ... so made a new order for the MK3, which I payed immediatly (through visa I think).
This happened on jan, 22th 2018

I received the message somehow that shipment was expected "from" march, 6th.

Later on, I went on to check o the shipping list and noticed that date was altered. Orders (MK3 Kit) made on jan, 22 would ship from march, 12th

Then again, a week or so later, again this was changed .. and it became clear to me that the shipping list was in no way accurate.

So that's when I thought I should have taken screenshots ...
And then, yet again, the shipping list was changed, shipping date would be "from" march, 22th (I think it was)

Now, with the word "from", I understood that this could be march, 22 .. but also three weeks later, a month, a season, a year, ...
I exagerate, I know, but you get my point, I hope.

So... again the date changed to march, 26th

In between this I tried to add a couple of extra spools of filament to the order, which eventually succeeded.
I waited till the Prusa Orange PETG was in stock to order this and let it be added to my order.

and then shipping became march, 29th ...

and the it even stayed march, 29th while that date had allready passed.

Every time I contacted PRUSA through the chat-system (I admit that I went quite berserk, while still using mostly polite language at some occasions), I was redirected to the shipping list ... 🙁 🙁 🙁

Then yesterday, april, 5th, yet another attempt to get some more news, I contacted PRUSA again.

NOW suddenly, I was told that my shipment was on backorder because of a spool of extra filament that i added to this order and which was not in stock. Yup, that same Prusa Orange PETG I had added to my order when it was in stock.

I was quite upset: my €800,00-like order from jan, 22th, said to ship on march, 6th, delayed like a month ... was yet again delayed because of € 20,00 spool ... without even contacting me
Also why was this not mentioned before? I must be missing something, obviously.

So I told that that spool could be removed from the order, and please just SHIP the printer ASAP!
My Prusa-spokeperson, Douglas, told me he would sort this out and make it PRIORITY so that my order would ship no later the tomorrow.
That conversation was yesterday.

SO ... today, around the evening, overher in Belgium, a friday, ... no mails, no messages about a shipment, so I contacted PRUSA again (Chat) ...
Again very friendly person, Semsen! ...
"Order is pending, will look into it."
Our chat-conversation is suddenly interrupted .. and a couples of minutes later I find an email in my mailbox from Semsen, telling me that my order is pending but being handled and might take 15 days before shipment.
😯 😯 😕
I start a Prusa-chat again, get Semsen on the other side ... After checking it seems Prusa-Douglas indeed did what he promised and made my order PRIORITY (YEAAAA!) ... so it will ship monday ... ofcourse, yet again two days extra as this is friday, weekend ... OMG.

Also ... why sending me an email about a shipment that might take a delay of 15 days, while the order is pending for two days later??
That is a tiny but very unfortunate info-mistake ... Or Prusa-staff not really relying on their own shipping-data?? Let's hope it is not the latter.

Sad to say ...
I really believe that the ordered MK3will be shipped monday april, 9th ... but it could also be that I am very naieve again.

From the beginning it was made very clear that some form of delay might occur, ... but I was never expecting this kind of delay after delay, after delay ...
IMHO Prusa shows itselfs as being very concerned with clients, with open-source, sharing, ... being open to all people ... but -again IMHO - FAIL bigtime in delivering an adequate communication .. and shipment.
With the PRUSA-attitude of being there for all users, being helpfull, .. a very positive image ... you don't expect this kind of delay after delay, after delay.
You don't expect not being informed every time some problems occur. You get the sensation PRUSA is really concerned about the cliend, .. but this story shows me the opposite .. which I refuse to believe .. but sadly, have to live through.

I understand the delay is also due to PRUSA make last-minute-changes to products with the intention of improving quality and service, which is very honorable ... but it is no excuse for failing in communicating, in keeping delayed customers informed about their order.

PS: I can back almost everything up with screenshots and copy's of chat's!

Re: communication

In the end ...
I was promised that my order would be shipped on friday april, 6th.
It was actually shipped on monday april 9th, I got a mail from UPS to inform me and the order arrived on wednesday, april 6th.

No more messages from Prusa.

Re: communication

Hi Ludo,
I'm sorry for your experience, we are doing our best in delivering the printers as soon as possible. I just talked to my colleagues from the support team and your printer should be already delivered.

Re: communication

Hello,
Indeed the printer arrived on wednesday april 11th.

Also I received an email asking if the printer arrived OK, to see if there were any other concerns on april 12th

Minor concern, later discovererd.
As described higher, a spool of filament which was not in stock was removed from the order with my conscent so that the order would ship faster.
Now, this spool had been payed for.
I missed any more emails regarding this, about a voucher or IOU for this payed spool.
When contacting Prusa through the chat-function I was told that I should email Prusa for this ...

So once more, I have to get out and find out, ask questions, to get things sorted.µ

In the mean while, the MK3 was build and functioning fine, allthough some minor layer-shifting has occured.
I read in the help-pages that I should test (obviously) belt-tension, which we will.
Strange though because on first sight, the belt-tension seems fine ... but we will do some test-work.

Re: communication

So I can now say that I got my printer on 04/18/2018 have started assembly. I do like the way the assembly is setup very logical everything is labeled nicely. I have the x and y assembled and am working on the z. Dam work gets in the way 😯 should have a working printer by this weekend.

Re: communication

So I can now say that I got my printer on 04/18/2018 have started assembly. I do like the way the assembly is setup very logical everything is labeled nicely. I have the x and y assembled and am working on the z. Dam work gets in the way 😯 should have a working printer by this weekend.

Read the notes online under step 18 carefully. There's been three of us that broke the part so be careful Look in the picture on how far the bolt sticks out and don't try to tighten it too much.