Core One Damaged in shipping  

Did you use email?

For best response contact Prusa Support via Chat.

Cheerio,

RE: Core One Damaged in shipping

Ouch!  Not what we want to see, is it?  I’ve found chat support to be pretty helpful, the few times I’ve needed it.  Hang in there; let’s us know how it works out.

RE: Core One Damaged in shipping

I received a message from Nataliia this morning They are going to replace the printer. I appreciate that they are going to do this. I understand it really is a big inconvenience for everyone. I understand that I’m not the only one they are trying to help. Thank you to everyone who helped get attention brought to this issue  

Jason 

RE: Core One Damaged in shipping

A little late. But a good result 

Joan 

RE: Core One Damaged in shipping

That's good news. Hoping the second one finds you well 🙏 

RE: Core One Damaged in shipping

The packaging was really very decent, but some couriers seem to play football with the boxes. Glad to hear Prusa is taking care of you though

RE: Core One Damaged in shipping

Great news.  I love this company.  

Posted by: @jason-splain

I received a message from Nataliia this morning They are going to replace the printer. I appreciate that they are going to do this. I understand it really is a big inconvenience for everyone. I understand that I’m not the only one they are trying to help. Thank you to everyone who helped get attention brought to this issue  

 

Jason 

 

RE: Core One Damaged in shipping

Posted by: @cwbullet

Great news.  I love this company.  

Because it only takes a forum post where you name and shame two of their employees before one gets an adequate response? 🙄 

RE: Core One Damaged in shipping

Seems a bit odd to only get the plexiglass cover replaced, then wait three days to get a response to say you’re getting a replacement?!

Sometimes things get missed, but when you’ve paid and sent evidence of a carrier error, it is surly a open and shut case? It would be interesting to see what the communication was like after the OP mentioned the reps names on here.

RE: Core One Damaged in shipping

The end result is what matters.  The company usually replaces it quicker is you read more posts.  

Posted by: @jurgen-7

Posted by: @cwbullet

Great news.  I love this company.  

Because it only takes a forum post where you name and shame two of their employees before one gets an adequate response? 🙄 

RE: Core One Damaged in shipping

As mentioned above, the chat is the best way to get fast results.  I have used it many times with great success in solving many problems.  Email and forum posts are the slowest.  

RE: Core One Damaged in shipping

Posted by: @cwbullet

The end result is what matters.   

I disagree. It's not just the result that counts, but also the path to getting there. You don't want this to be an uphill battle where support refuses to acknowledge an obvious shipping damage and tries to fob you off with a replacement polycarbonate pane. You don't want to have to post a complaint to the forum, naming the employees involved, to get a satisfactory resolution.

But indeed, that's hopefully not the norm with Prusa. The thread below discusses three (!) incidents of pretty much the same shipping damage -- broken top pane, bent frame, box intact. While I find it disconcerting that this damage can occur without exterior damage to the box (it does point to inadequate packaging design in my opinion), none of these three posters reported difficulties with Prusa's support. 

https://forum.prusa3d.com/forum/prusa-core-one-assembly-and-first-prints-troubleshooting/arrived-damaged/

RE: Core One Damaged in shipping

There are a lot of assumptions in your post.  

1. Did Prusa even get the message?  The answer is in your post “None of these three posters reported difficulty with Prusa’s support”.    I have not seen the OP confirm how he contacted Prusa or any confirmation that said communication reached Prusa.  Email is not a great means to reach them.  Any email I have sent took a week or more to get a response.  They prefer shop chat and that is faster.  
2. You seem to place shipping damage at the fault of the manufacturer.  Shipping damage is rarely the caused by poor packing and is most often caused by negligence the shipping company.  Could it be the packaging, maybe, but you are making an assumption based on 3 cases of damage.  Hundreds probably made it fine.   I will be interested to see if we see more packages damaged or packaging changes.  

I find doxying employees on the open forum to undesirable also and it is illegal in some areas.  I was not commenting on his method of attempting to pressure Prusa to get a response.  I hope that was not his intent.   I also do not think it was needed.  I have not seen a single case where Prusa did not make a purchase right.  I cannot say the same for most other 3d Printer companies.  

My whole point is that he bought a printer, it was broken, and Prusa made it right.  I am not going to make assumptions on the service or methods of obtaining it because there is so much we do not know.  

Posted by: @jurgen-7

Posted by: @cwbullet

The end result is what matters.   

I disagree. It's not just the result that counts, but also the path to getting there. You don't want this to be an uphill battle where support refuses to acknowledge an obvious shipping damage and tries to fob you off with a replacement polycarbonate pane. You don't want to have to post a complaint to the forum, naming the employees involved, to get a satisfactory resolution.

But indeed, that's hopefully not the norm with Prusa. The thread below discusses three (!) incidents of pretty much the same shipping damage -- broken top pane, bent frame, box intact. While I find it disconcerting that this damage can occur without exterior damage to the box (it does point to inadequate packaging design in my opinion), none of these three posters reported difficulties with Prusa's support. 

https://forum.prusa3d.com/forum/prusa-core-one-assembly-and-first-prints-troubleshooting/arrived-damaged/

RE: Core One Damaged in shipping

Posted by: @cwbullet

There are a lot of assumptions in your post.  

1. Did Prusa even get the message?  The answer is in your post “None of these three posters reported difficulty with Prusa’s support”.    I have not seen the OP confirm how he contacted Prusa or any confirmation that said communication reached Prusa.  Email is not a great means to reach them.  Any email I have sent took a week or more to get a response.  They prefer shop chat and that is faster.  
2. You seem to place shipping damage at the fault of the manufacturer.  Shipping damage is rarely the caused by poor packing and is most often caused by negligence the shipping company.  Could it be the packaging, maybe, but you are making an assumption based on 3 cases of damage.  Hundreds probably made it fine.   I will be interested to see if we see more packages damaged or packaging changes.   

1. Of course the OP had reached Prusa and had heard back from them -- namely the "generous" offer to replace the plastic cover. And how would he know the names of two specific points of contact if he had not heard back from them? 

Also, I find "You should not use email to contact Prusa" a strange bit of advice. If Prusa cannot provide adequate support via email, they should not publish a support email address. Not everybody will be happy or able to spend half an hour in the online chat queue, staring at the screen waiting for a support agent to become available. Of course you can't expect instant service via email, but next day does not seem unreasonable. 

2. The point is that the cardboard boxes were all undamaged, while the goods inside were. That suggests inadequate package design to me. 

RE: Core One Damaged in shipping

Hey

Everyone just to clarify a few points. After I reported the damage on the printer I sent them all the information they asked for the next day.  Prusa confirmed that it would be enough for a claim with the shipper. I was in daily contact with them via email so I found it odd for a longer response. I will not assume that quick of a response in the future via email. They did not confirm what parts were going to be sent to me. I found that out through the email from DHL. That’s what raised my concern that I wasn’t going to get the parts I needed to fix the bent framing. I have never posted on a forum before so I was unaware not to use people’s names. My post awaited authorization from the company forum moderator so I figured if I said something or used people’s names the company would inform me that was a no no. I am clearly aware it is a shipper issue. I tried three different times using the chat and I waited for well over an hour each time before I became frustrated. Plus I didn’t receive correspondence from support in a way that had been happening. That is when I posted on the forum. My intention was only to get communication going. I have been in contact with them via email now and they are working to make it right. I will update on how things go and I am positive and excited to use my new printer. Thank you to all who have posted and provided me a better understanding of the forum experience and what I should and shouldn’t post. I’m sure Prusa is pretty frustrated when shipping issues arise and it puts a lot of pressure on employees to make things right with customers. I will be patient and believe that everything will work out. 

Thanks

RE: Core One Damaged in shipping

Reading is fundamental.  I said that it does not list how he reached out - email support or chat support.  I am not the only one on this thread to suggest chat.  There is a reason why lots of folks have suggested using the chat.  Chat you can always reach via the website.  He indicated he could to get an answer which is email not chat.  Chat takes moments and you get an instant answer.  I have found it easier to get a response with the time zone differences also.  

You are too angry to discuss this.  We will just have to disagree. 

Posted by: @jurgen-7

Posted by: @cwbullet

There are a lot of assumptions in your post.  

1. Did Prusa even get the message?  The answer is in your post “None of these three posters reported difficulty with Prusa’s support”.    I have not seen the OP confirm how he contacted Prusa or any confirmation that said communication reached Prusa.  Email is not a great means to reach them.  Any email I have sent took a week or more to get a response.  They prefer shop chat and that is faster.  
2. You seem to place shipping damage at the fault of the manufacturer.  Shipping damage is rarely the caused by poor packing and is most often caused by negligence the shipping company.  Could it be the packaging, maybe, but you are making an assumption based on 3 cases of damage.  Hundreds probably made it fine.   I will be interested to see if we see more packages damaged or packaging changes.   

1. Of course the OP had reached Prusa and had heard back from them -- namely the "generous" offer to replace the plastic cover. And how would he know the names of two specific points of contact if he had not heard back from them? 

Also, I find "You should not use email to contact Prusa" a strange bit of advice. If Prusa cannot provide adequate support via email, they should not publish a support email address. Not everybody will be happy or able to spend half an hour in the online chat queue, staring at the screen waiting for a support agent to become available. Of course you can't expect instant service via email, but next day does not seem unreasonable. 

2. The point is that the cardboard boxes were all undamaged, while the goods inside were. That suggests inadequate package design to me. 

RE: Core One Damaged in shipping

Posted by: @cwbullet

Reading is fundamental.  I said that it does not list how he reached out - email support or chat support.  I am not the only one on this thread to suggest chat.  There is a reason why lots of folks have suggested using the chat.  Chat you can always reach via the website.  He indicated he could to get an answer which is email not chat.  Chat takes moments and you get an instant answer.  I have found it easier to get a response with the time zone differences also.  

You are too angry to discuss this.  We will just have to disagree. 

Your "reading is fundamental" slight was uncalled for. You had stated that you were not sure whether Prusa even got the OP's message, I explained why they obviously had. 

I am not angry, but puzzled how some users are defending and praising Prusa no matter what. The OP has described a support interaction where Prusa tried to fob him off with a cheap replacement part and then fell silent. Even if they made it right eventually, how can the response to that be "I love this company"?  🙄 

I don't mean to put Prusa down either. My first-day order for the Core One kit is still standing; I want the printer to be good and the company to do well. I have no doubt that the majority of shipped printers arrive in good shape, and the majority of the support interactions go alright. But Prusa can and need to do better, and we should point out to them where they are missing the mark:

There must be a failure mode in the packaging/padding when the printer can get severely damaged from a fall which does not even dent the cardboard box around it. If waiting times of > 1 hour in the online chat and response times of > 3 days to emails occur, their support is apparently overloaded. And if the support team gives bad advice ("put uneven tension on the belts to rectify the skewed X gantry") or tries to "resolve" major shipping damage by sending a new plastic lid, that's even worse that long waiting times.  

RE: Core One Damaged in shipping

Hello, 

Just wanted to say that my replacement Core One printer arrived undamaged today. The box looked worse than the first printer box.  I opened it up at the DHL store to check for any problems and the printer was all good. Set it up and ran a test print this evening. Wow is it a huge upgrade for me. I’m excited to get printing. I would like to say thank you to everyone at Prusa who helped get this resolved quickly. Thank you to anyone else who also helped communicate with Prusa on my behalf. 

Thanks, 

Jason IMG_5989

RE: Core One Damaged in shipping

Glad to hear your replacement unit arrived undamaged. Unfortunately I received my assembled CORE One with similar damage: one of the acrylic panels was cracked, the handle of the door fell off entirely, a bunch of rivets broke off & were scattered around the box, and there was some major damage to the frame that made it out of square. I've already contacted Prusa about it; support has sent the details over to their shipping department and say I should be hearing from them shortly. So hopefully this gets quickly resolved, since I've been itching to receive mine for months as I assume many other have 😅

Not posting this as a complaint, just as information for those in the same situation.