Contacting Support
Hi there,
posting this here because there isnt a subforum to post this thread to.
I´ve been having a major issue with my preassembled MK3 and already wrote 2 emails to the support (one over the contact form on the site) and one directly to their email.
I get no response at all, which annoys the hell out of me.
After 4 days of my first email, still not one answer, not even an automated one.
And the issue is major, meaning my printer doesnt work at all anymore....
After 200h of printing I got a MINITEMP error midprint because the extruder wasnt reading any temperatures anymore.
Moving the extruder helped but it got worse after a while till it couldnt detect the temps at all.
Had to go to the mainboard, unplugged and replugged the extruder thermistor cable and found out, that there is a lot of play either in the socket of the mainboard or the extruder thermistor cable plug doesnt fit correctly anymore.
Either way, I´d need a replacement which would fall into the warranty for preassembled models and the support is just not answering.
I do ask myself the question, why did I even bother paying the additional 250€ for all this?
I hope the support will answer me anytime soon... having projects but not a running printer is pretty bad....
Anyone knows a sureway to get the support to answer me?
And no, I wasnt impolite or anything in my emails, the exact opposite.
I was very friendly and nice, therefore Im even more frustrated that I get no answer at all.
Re: Contacting Support
Try live chat. I've always had a good, fast response there. The link to it pops up on the lower right here
Re: Contacting Support
I have found they give near enough instant responses with the live chat.
Goto https://shop.prusa3d.com/en/ and in the bottom right hand corner click on the orange link that says "Ask Us 🙂 We are Online"
Re: Contacting Support
I was searching for the live chat and couldnt find it, thanks!
Re: Contacting Support
If you write a Message with the contact form, you always get a copy with your message text to your e-mail address.
If not, you might have a literal error in the e-mail address you wrote in the form.
I got my copy instantly after sending the message/request via contact form.
It took about two days for an answer where i´m absolutely fine with.
Wer freundlich fragt bekommt auch eine freundliche Antwort.
nec aspera terrent
Re: Contacting Support
This thread can be closed now, thanks alot!
The online support is the way to go.
Blas instantly helped me out and sent a new cable on my way, I hope that fixes the issue.
And I´ll take back what I said about the support previously, somehow it doesnt really work well for me over email.
I´ll use the online support for the future if I have any problems again.
Re: Contacting Support
Well this is annoying. I contacted support 5 days ago with 2 separate e-mails for 2 separate issues. Printer is completely unusable since delivery / assembly.
I tried live-support yesterday to check status and they told me nothing other than "yes, we received 2 e-mails from you. Contacting us multiple times can result in a slower response." I apologized explaining that the multiple e-mails were because of multiple issues that I was going to need replacement parts for. I stayed on the chat another 30 minutes after that and never received any further response.
Re: Contacting Support
The thing is, since you dont have a preassembled unit, you are probably a lower priority.
As dumb as it sounds, I do think it is the case.
Since they got your email, I´d just wait a week or so.
I went to the online support, since apparently my emails didnt even reach them.
Re: Contacting Support
I would go in on Chat,
always worked for me
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: Contacting Support
People! Why are you not using Chat. They are veeeeery helpful. Just try it.
Re: Contacting Support
People! Why are you not using Chat. They are veeeeery helpful. Just try it.
Check above. I DID use chat, and all they did was acknowledge that they got my e-mails. No resolution whatsoever.
Re: Contacting Support
I've contacted them many times and they are really quick to respond and my issues got solved really quick .. from my point of view they're one of the best support team ..
Re: Contacting Support
when I ask for help on chat, I get help. some issues take longer than others, but all have been resolved
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: Contacting Support
I had a pretty simple request (get access to replacement parts on the store)
It was really low priority, and totally non-urgent, so I emailed. No answer after almost 4 days. So tonight I tried chat. 3 minutes later I have access.
So yea, chat is the way to go fo’ sho’
When someone asks you if you're a god, you say, "YES!"
Re: Contacting Support
🙂
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