40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!
 
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How would you rate Prusa's support? Poll is created on Oct 15, 2023

  
  
  
  
  
  

40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!  

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Papy_Yosh
(@papy_yosh)
Active Member
40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

I am losing my mind. It has been 40 days since the reception of my XL two tools. I have had o days with a working one. The support is ridiculously slow and useless. it takes 3 to 4 days to have an answer to an email and they are going in circles. My XL PSU was wired incorrectly. The printer is now in panic mode and they haven't done anything to replace the PSU or the board. I have asked for the back unit and no answer. It has been more than 3 weeks since the case was upgraded to "quality control expertise", but still nothing. I am fuming, If I could cancel that order I would. I am so frustrated with Prusa. I waited two years for it because I trusted them after a perfect record with my two MK3s+ (one upgraded from MK3s) that have been workhorses all those years. I just had to replace nozzles and 2 sets of bearings in 5 years!!!. I love my MK3ss. What can I do to get this solved? I chat once a week with support because they aren't doing anything otherwise, I get one answer then nothing! "We are working on it" they say. 40 DAYS and still no solution. 

A sad, mad, frustrated, annoyed owner of a $2.5k useless paperweight!!!

 

Posted : 15/10/2023 5:10 pm
Papy_Yosh
(@papy_yosh)
Active Member
Topic starter answered:
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

I meant to say How would you rate Prusa's Support for the XL" not in general

Posted : 15/10/2023 7:14 pm
Pintie
(@pintie)
Trusted Member
RE:

same here. support with my MK2 and MK3 were allways perfect and solved everything fast and good.

 

with my MK4 i had to repair wrong parts myself. For example a PR Cable that was 10cm short... No intention to fix it or send my a correct one with one of my following orders of filament.

 

with the XL. Asside the fact they had no idea when it will ship or how the system with time of order and so on works...

my filement sensor was missing parts. (the 4-5-:-) one). so after 3 chats a lot of pictures and hours wasted they were willing to send me a new one.

Well one week later i got the wrong one (1-2-3)...

another long chat later the - i hope - right one is on its way.

 

 

the chat and service are not what they used to be.

Posted : 16/10/2023 9:06 am
Thejiral
(@thejiral)
Prominent Member
RE:

E-mails were always bad, you should only go for the chat. A pity however, that we read more commonly here that the quality of the chat and its availability also seem to have gotten worse. Still a better option than e-mail. 

I assume they are drowning in requests due to the rushed XL and Mk4 launches and the concurring QC issues which are caused by these very same rushed launches.

This post was modified 4 months ago by Thejiral

Mk3s MMU2s, Voron 0.1, Voron 2.4

Posted : 16/10/2023 1:17 pm
Papy_Yosh
(@papy_yosh)
Active Member
Topic starter answered:
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

Quick update on day 41, I just chatted with support. They told me that a new printer was going to be shipped in the next few days. I am crossing my fingers. At least it seems like it is moving forward. But they told me that they would ship me something two weeks ago. I'll keep updating. Christmas is around the corner, maybe I'll have it by then? 🙂
After reading the comments, it looks like I just need to keep on the chat and not reply to their emails when they give me answers. This is an interesting thing when they only communicate via email for unanswered chat questions.

Posted : 16/10/2023 6:38 pm
gkas
 gkas
(@gkas)
Estimable Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

I got on chat last night to cancel my 5 head XL. There is no way I'm going to give them over $4,000 on a promise to ship 'at some later date'. Especially since their help has declined so badly. Dumb mistakes like picking a I/O board from the $.49 sale bin. The I/O is still worse that a $200 Chinese printer. I finally found a way to cancel my order online while I was still waiting for support at a 30 wait. Prusa can no longer be trusted. 

I was talking to my oldest son yesterday and I mentioned that I was cancelling my XL. His friends were the ones that talked me into buying a Prusa MK3s when I was shopping for a new printer. He mentioned that these same Prusa fanboys had done a 180 and the general consensus is that Prusa has gone far downhill.

Posted : 16/10/2023 11:29 pm
Papy_Yosh
(@papy_yosh)
Active Member
Topic starter answered:
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

I think they are deep in the hole with XL. I bet that they did that early release to compete with the newcomers. and nothing was tuned like usual. They are trying to catch up and hurting right now. If they can prove to me that the XL does what they promised I might review my stand with Prusa. Time will say.
Looking forward to the shipping.

Posted : 17/10/2023 2:44 am
Zappes liked
Hello
(@hello)
Noble Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

 

Posted by: @papy_yosh

Quick update on day 41, I just chatted with support. They told me that a new printer was going to be shipped in the next few days. I am crossing my fingers. At least it seems like it is moving forward. But they told me that they would ship me something two weeks ago. I'll keep updating. Christmas is around the corner, maybe I'll have it by then? 🙂
After reading the comments, it looks like I just need to keep on the chat and not reply to their emails when they give me answers. This is an interesting thing when they only communicate via email for unanswered chat questions.

Hsve you already sent the original back

Please help me out by downloading a model it's free and easy but really helps me out https://www.printables.com/@Hello_474427/models

Posted : 17/10/2023 9:33 am
jokerit
(@jokerit)
Estimable Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

After reading all disapointing posts here I decided to cancel my XL oder (5tool)too. Waiting nearly 2 years after anouncing XL- and what will I get? Some beta - or better alfa- version of  expensive printer, which - maybe can work in the far future?

Posted : 17/10/2023 4:01 pm
Papy_Yosh
(@papy_yosh)
Active Member
Topic starter answered:
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

 

Posted by: @hello

 Hsve you already sent the original back

No not yet. They are supposed to contact me and tell me what to do. I hope to get a shipping label too. 🙂

Posted : 17/10/2023 5:00 pm
gkas
 gkas
(@gkas)
Estimable Member
RE:

I now think that the XL is their red-headed stepchild..... All their development efforts seem to be going toward other products, like the MK4.

I needed a second printer, so I purchased a Bambu X1C. After A LOT of research I'm amazed at the advancement of the X1C. Parts are available for a very reasonable price. The slicer is very up-to-date. You can view the on-board camera and control the printer from either the desktop app or the phone app. It doesn't do everything that I hoped from the XL, but it is light years ahead of Prusa. I couldn't find much that hadn't been corrected from complaints earlier this year.

I ordered it early (very early) on 10/16/23 and I got a Fedex note that it is to be delivered on the afternoon of 10/18/23. A large box of spares is due a couple of days later.

Posted : 17/10/2023 5:01 pm
Papy_Yosh
(@papy_yosh)
Active Member
Topic starter answered:
RE:

 

Posted by: @jokerit

After reading all disapointing posts here I decided to cancel my XL oder (5tool)too. Waiting nearly 2 years after anouncing XL- and what will I get? Some beta - or better alfa- version of  expensive printer, which - maybe can work in the far future?

Sorry for bringing bad news and sour test to peeps waiting on their XL, but I wanted peeps to be aware. I think that most of the issues are due to a rush release and that the groundwork wasn't done. Luckily the community is strong and will help with the hopefully rise of the XL. I am still mad at Prusa for pulling a rushed product and shitty service on us.

This post was modified 4 months ago by Papy_Yosh
Posted : 17/10/2023 5:05 pm
Papy_Yosh
(@papy_yosh)
Active Member
Topic starter answered:
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

Yeah, I can't go ahead and forget my XL. $2.5k isn't something you can move away that easily from. I am in with that printer for a bit, even if it is painful. I can't afford anything after that purchase.

Posted : 17/10/2023 5:10 pm
Dante
(@dante-3)
Eminent Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

I just wanted to throw my 2 cents and share my experience.  I received my 5 head XL semi-assembled on 10/3 and had it assembled by Friday.  It is a pretty simple assembly.  The hardest part is routing the harness through the aluminum extrusion.  It's all just a bit tight.  I had 1 issue that support help me with that turned out to be my fault in the assembly.  One of the harnesses was wrong.  I corrected that and it came to life.

I ran the fidget spinner as a test print and as most people have said, the part was very stringy.  The material I used had been sitting out for some time and probably needed to be dried.  I most of the following week printing out single color parts that I needed and had no issues.  I got stringing under control with dryers.

Last weekend I deciding to push it a bit.  4 colors, all PLA (2 silk PLA), 962 material changes and 60 hours of run time.  There were two stops due to crash detection that was easily corrected and recovered.  All material was dried and had no stringing.

So far, I have been very impressed with the printer.

 

Posted : 19/10/2023 1:02 pm
burtronix, GRishi, Georg and 1 people liked
DarkTeck
(@darkteck)
Trusted Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

Can't even say it was a rushed release, it was announced almost 2 years ago ( and had apparently plenty of them running in the AFS system ) They had to have PLENTY of printing hours and testing by that point to show case them . They kept saying at that time " part delay issues " I think it's safe to say it was quality issues not parts.  Bambu did a hugely successful Kickstarter after that did a pre-orders and then shipped 4-8 weeks later about 6 months after the XL was annouced  ...............

I'm a huge Prusa fan , my entire print farm is Prusa machines, huge mix of everything from MK2 , MK3 MK4 ( sadly XL 2 tool ) and the Mini . These machines overall are rock solid . I think the XL team went into panic mode when the Bambu punched into the market like a beast and started to dominate right out of the gate . Prusa needed to do something so they pushed the BETA - XL out and now have the public field testing it for them. Support with Pursa used to be gold , I mean a truly exceptional service . From the last 3 months of working with support ( and now on my replacement XL ) Still no real resolution, they aren't responding to my emails anymore and only 2 people on chat are worth talking to ( yes i have a log of everyone ive talked to and it seems the XL people are only 4 different people 2 are great the other 2 worthless )  . Everyone other person on there soon as they hear it's an XL they say, " we will note your order and case and get back to you via email " They don't attempt to help and you never get an email.

I'm really holding strong that when they do finally ( when ever it happens ) push out the IS / Pressure advance update that it clears up all of the poor poor quality prints that good portion of people are having. I'm sure them as a company have to be taking a huge financial hit on cancellations , returns , shipping back and forth of machines etc ...... I would imagine they want this resolved as fast as possible to get it to market . If your asking a super high premium price your expecting a super high premium product ............... what's aggravating most people is that's NOT what we got ..........

Some public clarification from them would be super helpful as well , they know there's huge issues and they have admitted on chat that there is about dozen consistent issues that most people are experiencing and that they are working diligently behind the scenes to resolve the issues.... only time will tell . 

Posted : 20/10/2023 1:08 am
w4ish
(@w4ish)
Active Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

I am in the same boat as you.  Received my 2 tool XL and at least I got three days of prints before it broke... No response to my emails to them about non-working motor (see my post in the hardware section). Have just ordered a Bambu  mini so I can at least print something.  But with my investment in the XL, I seem to be in this for the long haul.  I chose Prusa for their excellent reputation, but that is quickly going the way of politician promises.  Like DarkTeck said, some public clarification (and I would add, honesty) would be good thing right now.  Maybe instead of hiring more people to get the machines out the door they should hire more people to work in support.  Just saying....

Posted : 21/10/2023 2:55 pm
SeattleDavid
(@seattledavid)
Estimable Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

I purchased a Bambu X1C

I am considering the same. I purchased and received an XL5. It threw up red-screens when first powered up, after a few hours of printing it could no longer home or probe the bed and customer service escalated to an "XL specialist" that never contacted me. I decided to ask for a refund and am returning the printer.

My plan was to buy a new XL5 in the spring, after [hopefully] the XL5 is fixed and reliable and has all of the features implemented.

However, I am seriously considering purchasing a Babu Labs X1C with AMS instead. I could purchase three X1C with AMS for the price of the XL5! (Or, I may still do this and buy an XL5 in the spring.)

Please post and let us know how the Bambu Lab X1c is working for you. Please.

 

Posted : 22/10/2023 9:40 pm
SeattleDavid
(@seattledavid)
Estimable Member
RE:

I think that most of the issues are due to a rush release

I would hardly call shipping a product two years after being announced a "rush release."

Posted : 22/10/2023 9:42 pm
gkas
 gkas
(@gkas)
Estimable Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

 

Posted by: @seattledavid

I purchased a Bambu X1C

I am considering the same. I purchased and received an XL5. It threw up red-screens when first powered up, after a few hours of printing it could no longer home or probe the bed and customer service escalated to an "XL specialist" that never contacted me. I decided to ask for a refund and am returning the printer.

My plan was to buy a new XL5 in the spring, after [hopefully] the XL5 is fixed and reliable and has all of the features implemented.

However, I am seriously considering purchasing a Babu Labs X1C with AMS instead. I could purchase three X1C with AMS for the price of the XL5! (Or, I may still do this and buy an XL5 in the spring.)

Please post and let us know how the Bambu Lab X1c is working for you. Please.

 

I just cancelled my XL 5 and purchased a X1C/AMS. I couldn't be more pleased. Ordered Monday 10/16, Fedex arrived noon Wednesday 10/18. Setup (no assembly) took a pleasant 30 minutes. First print, a beautiful 16 minute benchy. ALL THE SPARE PARTS you need at fair prices. I made a GREAT choice.

 

 

 

 

 

 

Posted : 22/10/2023 10:09 pm
SeattleDavid
(@seattledavid)
Estimable Member
RE: 40 Days with the XL, it is still not working!!! Haven't seen the welcome screen yet!

I just cancelled my XL 5 and purchased a X1C/AMS. I couldn't be more pleased. Ordered Monday 10/16, Fedex arrived noon Wednesday 10/18. Setup (no assembly) took a pleasant 30 minutes. First print, a beautiful 16 minute benchy. ALL THE SPARE PARTS you need at fair prices. I made a GREAT choice.

Thank you for the posting and input. Please keep us informed after you have some working experience. My XL5 worked for a few days and then died. So the same could happen with the Bambu X1C.

I will still consider an XL5 in the spring for larger format and high-speed color swap jobs, if they get their act together.

My XL5 will be shipped back to Prusa on Wednesday. To be fair to them, they have been polite about the return/refund of my XL5. Bambu's return policy is Chinese/Stingy. Prusa gets credit on that. Hopefully this will be a wake-up call for Prusa and they will focus will be more on technology and less on raising prices.

 

Posted : 22/10/2023 10:15 pm
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