PRUSA does not respond to requests for support !!!
Hello, 20 days ago I reported a serious problem with the assembly of an MK3 kit, which has been defective. A person from Prusa has responded to me acknowledging the fault. I have requested a new shipment of the defective parts but I have not heard from them since last week.
They take a week to answer and there is no way to contact them. Does anyone know if they have a problem? Because this is not normal, they are certainly not serious.
I only have the generic email address "[email protected]", there is no technical support support portal to open tickets. Not a phone, a chat, or a support email that responds .....
Re: PRUSA does not respond to requests for support !!!
If you go to: https://shop.prusa3d.com/en/
there is the chat function and it works good for me
Frans
Frans Krau
Europe, Holland, Apeldoorn
Re: PRUSA does not respond to requests for support !!!
Use the chat function on the webshop. You are then talking directly with support. I have had excellent and responsive service all along and I can't speak highly enough of Prusa support.
Re: PRUSA does not respond to requests for support !!!
I too have found them very responsive.
Re: PRUSA does not respond to requests for support !!!
Ditto. Use the chat from the store. They are awesome and very willing to solve any problem you might have.
Re: PRUSA does not respond to requests for support !!!
Hi, I did not know about the existence of chat. I just contacted the chat and talked to the person who was in charge of my problem. He has apologized for not responding earlier and has agreed to send me the defective parts today.
Thank you very much to all.
Re: PRUSA does not respond to requests for support !!!
joaquin, from my experience you should receive a tracking number within a day. If you do not, go back on the chat. They will tell you if there is a problem. I must also mention that they are also able to answer any operational questions you might have.