Bad support
I start asking a question but no answer from the support. Here is the conversation, i wait for 30 minutes after Bart said me to wait a second.
As Josef said the company has grown a lot but the support is misaligned.
Massimo
[3:34:42 PM] Massimo: he
[3:35:09 PM] Bart: Bart joined conversation
[3:35:10 PM] Bart: hi
[3:35:43 PM] Massimo: i sent an answer to the forum but anyone answer. I suppose i find an error in slic3r
[3:36:48 PM] Massimo: i sliced an object downloaded from thingiverse but the result differ a lot from the original
[3:36:53 PM] Massimo: can u help me ?
[3:37:50 PM] Bart: please give me a second
[3:38:58 PM] Massimo: yes i wait
[3:52:22 PM] Massimo Giandomenico Belloni (37506): still there ?
[3:56:33 PM] Massimo Giandomenico Belloni (37506): hallo ?
[4:00:55 PM] Massimo Giandomenico Belloni (37506): excuse me but i have the suspect that you forgot this conversation
[4:01:02 PM] Massimo Giandomenico Belloni (37506): are you still there ?
[4:01:24 PM] Massimo Giandomenico Belloni (37506): because it's 25 minutes that i wait
[4:03:51 PM] Massimo Giandomenico Belloni (37506): ok no answer, i'll copy the conversation and i'll post on the forum. I hope that someone read about the kind of support you are giving to your customer
Re: Bad support
Are you sure the chat connection didn't break? I have had a few cases where they stopped responding, but when I started a new chat, the same guy spoke to me and was helpful.
Can you be sure that they even saw your messages after Bart said "hi"?
Before assuming the worst, I would have started a new chat and tried again.
Re: Bad support
I just want to share that I had a great experience with Chat Today. I was trying to put in an order for the mk2.5 upgrade kit and the visa processing screwed up.
The chat did take a few minutes because they are seriously overloaded with chats.. a little patience goes a long way and the chat does ask for an email so they can get back to you.
Re: Bad support
Thingiverse models can be very bad. I can't imagine Prusa or any company has time to support them all.
Re: Bad support
https://github.com/prusa3d/Slic3r/issues is the best place to send Slic3rPE issues.
Chat is literally swamped with people asking about shipping days and last minute presents. Please be patient.
Re: Bad support
As a point of perspective, I have a different 3D printer. The company that made it still has certain key features in “vaporware” status. They don’t have a chat feature and the expectation for email to the helpdesk is a 2-business day minimum wait. Try waiting 2 days for a helpdesk response, only to find they need to send you a part. Another day and a half to make shipping arrangements. 2 more days to receive said part only to find they shipped the wrong part. Another day to get them to ship the correct part. 2 more days for the correct part in transit.
Getting forgotten for 30 minutes is a hugely frustrating experience, but it could be worse. By a lot.
When someone asks you if you're a god, you say, "YES!"
Re: Bad support
I don't think its live chats job / Prusia supports job to be helping you Slice a model of Thingiverse.
Have you tried contacting the designer of the model? By the way, you also have no right to get help from them. So be nice and patient.
Re: Bad support
I personally do not see how your issue with slicing thingiverse model with Slic3r relates to prusa support.
Re: Bad support
I personally do not see how your issue with slicing thingiverse model with Slic3r relates to prusa support.
Agreed. However, a quick response from support saying "We can't really help with Slic3r, try this website..." would have been better than a 30 minute delay (or silent session fail)
Re: Bad support
Thingiverse models can be very bad. I can't imagine Prusa or any company has time to support them all.
I’ve come across a few corrupt ones as well.
Re: Bad support
I just ordered an assembled i3MK2s on December 19th for my son for Christmas. Unfortunately, when we opened it on Christmas day, the x-axis and table y-axis belts were slack. Upon further inspection, it appears that a piece of the X carrier was broken, so the belt cannot be re-attached. The table belt could be re-attached, but the table did not appear to be secured in the box when shipped, which is why it ripped the belt from the carrier. In addition, the zip ties holding the x-carrier were loose. It appears the unit was not securely packaged prior to shipment. I immediately e-mailed my story with pictures to [email protected], but still have had no response. I have tried to chat multiple times with the same slow and delayed responses experienced by others here. In fact, Edmund told me yesterday that chat cannot support "technical" issues right now. I am not sure my issue is technical - the unit arrived broken - I just want another one that works. I am disappointed and frustrated that I paid $200 for assembly and extra for express shipping for this type of result. I am an engineer and very capable of assembly – I was simply buying time, as I will soon be back at work and my son will be back at school with little extra time to learn and explore 3D printing… If I had done more research, I guess I would have found it is impossible to actually talk with a human being for support – especially an out-of-the-box quality issue like this one – and likely would have made another choice.
Re: Bad support
I didn't need the support for reclamation or technical issues yet but i had contacted them a few times on email and live chat and never waited too long and was always happy with the help. it is unfair to say that support is bad, because i know that there are some people (not all of them obviously) who're doing their job very well
Re: Bad support
You opened the box on Christmas Day and immediately contacted support?
I think I found the problem.
If they don't address your concerns soon after the holidays, I'll join you with torch and pitchfork in hand, but maybe right now a little patience is warranted.
Re: Bad support
I spoke to them today and they answered pretty quick and got my issue sorted