Posted by: @whatever

I have had nothing but issues with my XL for over 2 months now. The customer support email responses are long winded gibberish that show up in a non timely manner and on occasion the response is not even applicable to the issues. Yes, issues, one after the other.  I am such a beta tester.  Today is day 7 waiting for "what are my next steps" response, support line is dead. USB issues is the biggest, USB errors after 10 or 12 hours, and does not properly recover. If it can't print it is a brick, don't buy expensive bricks.
 

Warning for who is expecting for a customer support on Prusa 3d printers!

I bought my "Prusa i3 MK3/S/+ to MK4 upgrade kit" in 19/09/23  (order 1695156651),and received it in 20/12/23

Mounted it, worked correctly until 05/06/24: the printer stopped working, showing a blue screen (see image 1).I contacted the online support, and it was said that they would send a new mainboard (xBuddy)

I received the mainboard in 14/06/24, changed it, the printer worked, but in 20/06/24, the printer stopped again, showing a red screen (heatbed port overcurrent, see image 2).I turned it off, then turned it back on, but, now it only showed a black screen on it

Contacted the support, did all the requests they have said (photos, videos, etc), showing that the hardware was intact, no damage on any of the cables

The support said only that it was strange, and said that he would send the case to the support and they would contact me through e-mail

Gmail - Broken MK4

Resuming the e-mail, they said that they would send other xbuddy with the cables in 08/06/24; I asked for the tracking number, and today they respond with the tracking number of the first xbuddy that didn't work, and that's it!

So, very careful for who is trying to buy a Prusa printer, you may have a bricked printer, without any assistance, very different for what they say

Posted by: @justme3d

Just don´t ...

Posted by: @crab

Do you have any emails with reports of all the issues you had with it initially, or was it all verbal phone stuff? I haven't had to have any warranty work done, so I don't have any data for you.

A ton of it was through text chat on the site but some of it was telephone.  There's a ton of digital record, or at least should be.

Posted by: @martinkh

Sometimes when a company grows fast friends and family are the first to get hired- then protected from their own mediocrity. Then they hire more friends and family, then a perfectly good company gets ruined by nepotism and cronyism. With an owner as proud of himself as this one seems to be, it becomes easy to pull things over on him as long as it is done with a smile and flattery. Mediocrity becomes the norm as those who sound the alarm just get ganged up on with personal attacks. Not saying this is what is happening, but after rapid organic growth, a good look at organizational design and effectiveness needs to be looked at.

Happens all the time... So disappointing.

Posted by: @justme3d

Just don´t ...

Don't what? Make trouble for a company that remorselessly screwed me over? 
Don't let them know they are declining so they can fix it?
Don't keep others from being screwed?

Not sure which of those you mean but none of them are just.