WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July
 
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WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July  

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ChiTownGuy
(@chitownguy)
Estimable Member
WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July

I received my MMU3 (ordered on July 27th, 2023) for the MK4 today.  The first thing I noticed is that the printable parts were missing.

Currently the Prusa offering the MMU3 with (+$30) or without the printed parts.

However, when the MMU3 originally when on sale on the website there was no option for with or without printed parts.

I spent over an hour with Ivan on Prusa's tech support line (after waiting like 30 minutes).  It took him an hour to figure out that Prusa had split my original order when they back orders the MMU3 for the MK4.

Ivan claims that back in July of 2023 the option for printable parts or not wasn't available on the website so therefor the printables weren't included and the website said this and also said the there would be filament included to print the parts locally.

I'm sorry, I don't recall Prusa saying anything about printables back in July of 2023.  And when I tried to download the manual and printables after the MMU3 started shipping the MK4 versions weren't available.

He refuses to send me the parts (that they charge a whopping $30 for).  I even offered to pay the shipping.

I have to go back on their help chat in 9 hours when a supervisor is available to talk to.

I have never been disappointed with Prusa tech support before, but this time I feel they really don't care.  Ivan asked "Why can't you print them yourself".

If you ordered an MMU3 for the MK4 before the printables option was available, be forewarned, you will NOT get the printables.

Prusa is playing games for a measly $30.

I have spend several thousand dollars with Prusa and they treated me like crud.

Check your order and complain if it doesn't include the printable parts!!!

Prusa Customer Support failed this time.

Posted : 15/04/2024 9:08 pm
MysticGringo
(@mysticgringo)
Trusted Member
RE:

I just unpacked my MMU3 and it has all the printed parts (My order date was the 28th). Did they say when they made the option of printed parts and no-printed parts available? My invoice does show I said "yes" to printed parts included.

The wayback machine might help here... ( https://web.archive.org/web/20230610050522/https://www.prusa3d.com/en/product/original-prusa-mmu3/) This is from June of 2023, it doesn't show two versions, with or without parts, but does show the $299 price. However, it doesn't show anywhere that it does NOT include printed parts, nor that it includes filament. Maybe this will help your case.

This post was modified 1 month ago by MysticGringo
Posted : 15/04/2024 11:20 pm
Brian
(@brian-12)
Estimable Member
RE:

Just my opinion, but why not just print the parts.  It's probably a few dollars in filament and not worth all of the hassle your going thru.

If you think fighting them will teach them a lesson I don't think it will.  

Posted : 16/04/2024 12:53 am
ChiTownGuy
(@chitownguy)
Estimable Member
Topic starter answered:
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July

Because it's over 70 hours of printing by my calculation (printables.com says 66 hours).

Posted by: @brian-12

Just my opinion, but why not just print the parts.  It's probably a few dollars in filament and not worth all of the hassle your going thru.

If you think fighting them will teach them a lesson I don't think it will.  

 

Posted : 16/04/2024 7:06 am
ChiTownGuy
(@chitownguy)
Estimable Member
Topic starter answered:
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July

Thank you.

Posted by: @mysticgringo

I just unpacked my MMU3 and it has all the printed parts (My order date was the 28th). Did they say when they made the option of printed parts and no-printed parts available? My invoice does show I said "yes" to printed parts included.

The wayback machine might help here... ( https://web.archive.org/web/20230610050522/https://www.prusa3d.com/en/product/original-prusa-mmu3/) This is from June of 2023, it doesn't show two versions, with or without parts, but does show the $299 price. However, it doesn't show anywhere that it does NOT include printed parts, nor that it includes filament. Maybe this will help your case.

 

Posted : 16/04/2024 7:07 am
Robin_13
(@robin_13)
Reputable Member
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July

I didn't order an upgrade kit from Prusa but I found that printing the parts for me, was a good test of my printer calibration.  It was the last major print in my first year of owning a Mk3s+.  Just waiting to finish the buffers for the filament box and then I can test.

 

Posted : 17/04/2024 1:27 am
Brian liked
Steve
(@steve-6)
Estimable Member
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July

You should have received 2 x 400gr rolls of Prusament. I just printed all parts from Gcodes whilst waiting for my MMU2 to MMU3 upgrade to arrive and it was under 30 hours in total.

Add up the print times embedded in the gcode file names and allow for 5 prints of "Buffer 2" - This is well short of 70 hours you quote. 

If you did receive the filament, just print the parts. I don't see why you believe you are also entitled to the printed parts in addition to filament you may have received.

Posted : 17/04/2024 5:16 am
nhand42
(@nhand42)
Trusted Member
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July
Posted by: @chitownguy

Because it's over 70 hours of printing by my calculation (printables.com says 66 hours).

Sure but that's 70 hours of the printer's time. Not 70 hours of your time. It's at worst 2 hours of your time.

It's not ideal if you expected printed parts and I do sympathize. But best to bite the bullet and print the parts.

If you need a silver lining, your printed parts will be of better quality than Prusa's farm. Their farm is fast but rough

Posted : 17/04/2024 6:52 am
ScottW liked
ChiTownGuy
(@chitownguy)
Estimable Member
Topic starter answered:
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July

Actual print time will be closer to 40 hours and the main issue for me was the disappointment after waiting for more than year since the MK4 came out to finally have the MMU3 and not being able to assemble it that day.

Prusa claims that the option for printed or no printed parts was there from day one but according to the wayback machine it wasn't.

A supervisor at Prusa told me I was wrong and refused to send me $30 worth of parts, even if I pay for shipping.

I posted this complaint on social media and I would say about 20% either received the printed parts and didn't except it or didn't receive them and did expect it.  So there is definitely some confusion about it out in the wild.

Considering Prusa's reputation for customer support I will admit to being disappointed.  I encountered a particularly unfriendly customer support rep as well.  If you get Ivan when you chat with customer support, disconnect and try again some other time.

Posted by: @nhand42
Posted by: @chitownguy

Because it's over 70 hours of printing by my calculation (printables.com says 66 hours).

Sure but that's 70 hours of the printer's time. Not 70 hours of your time. It's at worst 2 hours of your time.

It's not ideal if you expected printed parts and I do sympathize. But best to bite the bullet and print the parts.

If you need a silver lining, your printed parts will be of better quality than Prusa's farm. Their farm is fast but rough

 

Posted : 17/04/2024 3:38 pm
Steve
(@steve-6)
Estimable Member
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July

With respect, I've read one of your posts to a FB group and replies certainly don't support your comment that there is a lot of confusion out there.
In fact, to the contrary, most say you got what you paid for, it's not an important issue and that you should print the parts yourself from the filament you confirm was received. 

I also don't think it fair to criticise Prusa employees for just doing their job. I have dealt with Ivan in the past and have found him to be helpful and courteous.

Posted : 17/04/2024 10:19 pm
Slider162
(@slider162)
Active Member
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July

The option to order the printed parts was there on day 1.  Did you get the two spools of filament?  You could have printed all of the parts by now. 

Posted : 18/04/2024 5:06 am
jseyfert3 liked
jseyfert3
(@jseyfert3)
Reputable Member
RE: WARNING Prusa is pulling a fast one on people who ordered their MMU3 last July
Posted by: @chitownguy

Actual print time will be closer to 40 hours and the main issue for me was the disappointment after waiting for more than year since the MK4 came out to finally have the MMU3 and not being able to assemble it that day.

Prusa claims that the option for printed or no printed parts was there from day one but according to the wayback machine it wasn't.

A supervisor at Prusa told me I was wrong and refused to send me $30 worth of parts, even if I pay for shipping.

I posted this complaint on social media and I would say about 20% either received the printed parts and didn't except it or didn't receive them and did expect it.  So there is definitely some confusion about it out in the wild.

Considering Prusa's reputation for customer support I will admit to being disappointed.  I encountered a particularly unfriendly customer support rep as well.  If you get Ivan when you chat with customer support, disconnect and try again some other time.

No, you cannot use the Wayback Machine link posted above. As mentioned by the poster, that link was from June. We couldn't buy the MMU3 in June. Instead, refer to Prusa's blog post on July 27th. That says:

Original Prusa MMU3 versions and shipping information

The Original Prusa MMU3 is available in several configurations, so you can pick the right one for you.

Right now, we’re starting to ship the Original Prusa MMU3 full assembly kit for the Original Prusa i3 MK3S+ 3D printers. If you don’t have a multi-material unit yet, this is for you. You can also choose whether you want to receive printed plastic parts from us or you can opt for a cheaper option and print the plastic parts yourself (filament spool is in the package).

Check it out on the store page here.

Based on responses I've seen here, on Reddit on your same post there, my own memory/order, and Prusa's blog post, the conclusion I have is you, probably not realizing Prusa had offered it in several configurations, ordered one without printed parts. And when people pushed back and said you probably did this, and asked what your invoice shows (because the invoice says if it was ordered with parts or without), you suddenly didn't respond.

The only thing here that seems like they messed up is the customer service agent saying they didn't offer the choice at the time of purchase. They did offer that choice, as the blog post from a day prior to purchase opening up said. So, either post a copy of your invoice that shows you ordered it with the parts, or realize that it's possible you just didn't order the parts back in July of last year and move on with your life. Everybody makes mistakes. Prusa does. I do. You do. 🙂 

Posted : 22/04/2024 5:04 pm
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