horrible experience with support
Just starting off here pretty much, been poking around for many months but this is my first Prusa machine. Got it today. The box showed signns of abuse during shipping.
Concerned about this I reached to support. The box was mangled enough for me to do this and I thought it was a good idea to reach out to support before I open it.
BTW, I have all the chat transcripts, that started off very well but then I was passed on to someone else who totally changed the script half way and left me hanging, gaslighting me in the process and ultimately 'doing the right thing' because there was a process in place.
This was extremely confusing because everything I was told by the first agent, was now thrown out the window and nullified. All of the sudden now I could not return the printer unless it was damaged which contradicted what the first agent said.
Just starting my documentation here because I feel heat is gonna get it done and I cant personally trust this company until the prove me otherwise. I have been told 2 different things tonight so I will probably going to hear a 3rd story tomorrow.
There is always 3 version of a story, one side, the other and the truth.
I will update this later.
RE: horrible experience with support
Why would you want to return it if it isn't damaged?
RE: horrible experience with support
That's a very diffuse and abstract report. Unless you can be more specific, the only gaslighting I see so far is coming from you, I'm afraid.
RE: horrible experience with support
I am wondering whether maybe the whole crisis was simply due to mixing up the terminology?
You can return the printer within 60 days of receiving it. No reason required beyond "I no longer want it". You will get your money back.
However, if you want your printer replaced by a new one -- jumping the queue and getting the new one sent out right away -- that requires approval by Prusa's support team. They will want to confirm that the printer is indeed damaged, and if so, that there is no faster/cheaper way to have it fixed, by sending you a spare part.
RE: horrible experience with support
Weird stances the ones above. Too obvious?
You seem to oppose my posture, almost suggesting like you dont back this up even when you dont have the whole story yet, yet, both comments suggest they know it. These are not impartial comments and that is quite disturbing.
Almost like if it was written by the flock of employees, Prusa employees.
This xperience in tnis forum will also help determine how I move forward, that includes returning this printer and never buy a prusa product again.
The facts are simple. I was told one thing, very clearly, and I confirmed this, twice. Its documented. Inhave the transcripts.
I will not answer any further attacks, its early, but I will investigate your involvement, especially when this suggestion isnt a community, but a club.
RE:
Woah, say what you want, but don’t attack the community who is here trying to help.
MK4S/MMU3
RE: horrible experience with support
Prusa employees don't frequent this forum, as that is not really it's purpose. This is a forum for users to get together and help each other, discuss upcoming releases, shipping dates, help with printing issues etc.
While it might make sense that this is a place where one might go to get help from Prusa support it is not.
You won't attract the attention of anyone who can help resolve your issues with Prusa support here, and you are being needlessly rude to the users here. I wish you the best in finding an acceptable resolution to your issues, but I can tell you that attacking folks here won't really do anything to help that. Best of luck!
RE: horrible experience with support
That means, your story is also not the truth?
There is always 3 version of a story, one side, the other and the truth.
RE: horrible experience with support
I am sorry that my bad experience made you feel uncomfortable. Please report away.
Prusa has been contacted today. They acknowledged the confuing messaging I was given last night in a 3 hour chat session. That does not make for a fun night.
I can see in the very few posts from the community, that unless the proposed commentary is Pro prusa, its automatically rejected and also reported by some.
Community are to provide support, not to gas light people. As a matter of fsct, i was very tactful whith the amount of information I shared, yet, I was automatically crucified by the fans. Quite the community thus far.
On a positive note, my message was seen not only by you, the haters and fanboys but also people that did do the right thing and escalated the issue appropriately and correctly. I have spoke with Prusa support once again and I am now waiting on further contact so we can continue working on my case.
The reason why I have not disclosed the transcript is because I am giving prusa and myself the chance to solve this without furthee drama, or hateful interactions by fanboys on forums.
But long story short this thread did serve me purpose, it helped me solve my problems and now also know how some in this forum work. All forums have your kind.
Thank you to the admins thst helped.
I will update thid thread as necessary
RE: horrible experience with support
Check my posts to make your assumptions of whether I'm part of this 'club' or not. But to attack other members isn't cool!
I get your frustrated with what has happened with your order, but coming here with such an aggressive stance puts people on the back foot, and I don't see any issues with the comments above. Have you hashed your issue out with customer support further? How have they dealt with the case, post your Topic here?
Prusa employ a courier to deliver your parcel and when it leaves their facility, anything further to it getting to your door is out of their hands. Firstly they would be concerned about damage to the items in the box/es as that is what you've paid for, and although the damage isn't what you want to see, if there's no damage to the contents, I suspect it would be okay to build the printer.
If you're not cool with what you've been presented with, and what you say the contact rep has said is what you're not happy with, I would be sending an email describing your issue in detail, with transcripts and demand either a refund or replacement at no cost to you.
You unfortunately seem to have made up your mind about your issue and this forum, but I wish you the best finding a resolution to your problem. Fingers crossed there have been some crossed wires with the reps and all is well, if not, then be sure to let us know your progress if that's cool? Additionally this will only bolster your case either way, so again I wish you the best.
Scott
RE: horrible experience with support
Weird stances the ones above. Too obvious?
You seem to oppose my posture, almost suggesting like you dont back this up even when you dont have the whole story yet, yet, both comments suggest they know it. These are not impartial comments and that is quite disturbing.
Almost like if it was written by the flock of employees, Prusa employees.
This xperience in tnis forum will also help determine how I move forward, that includes returning this printer and never buy a prusa product again.
The facts are simple. I was told one thing, very clearly, and I confirmed this, twice. Its documented. Inhave the transcripts.
I will not answer any further attacks, its early, but I will investigate your involvement, especially when this suggestion isnt a community, but a club.
Once again you have managed to write a post that is all indignation, zero information.
I'm out of here. Good luck to you, but I don't envy the support staff who have to deal with you.
RE: horrible experience with support
It's very simple to backup your claim, post photos of the damage. Especially photos of the shipping box. Sometimes accidents do happen.
RE:
I think the trouble you’re having is that this is a difficult situation: the box reaching you OK is the couriers responsibility not Prusa’s. And really if the box is badly damaged, ideally the expectation is to refuse delivery so that it returns to Prusa and a claim on any shipping insurance is performed.
(I’m not saying it’s your fault for not doing that - just that’s it a tricky area of liability when shipping things)
Just starting off here pretty much, been poking around for many months but this is my first Prusa machine. Got it today. The box showed signns of abuse during shipping.
Concerned about this I reached to support. The box was mangled enough for me to do this and I thought it was a good idea to reach out to support before I open it
RE: horrible experience with support
Folks
Please play nicely,
this is a support forum, not mixed martial arts.
regards, Joan
I try to make safe suggestions,You should understand the context and ensure you are happy that they are safe before attempting to apply my suggestions, what you do, is YOUR responsibility.Location Halifax UK
RE:
Just an update because I think it’s only fair to share the good along with the challenges.
A few weeks ago, I sent my first CORE1 back to Prusa, and they ended up replacing the printer. The new unit has been working much better than my original one, with only occasional nozzle cleaning issues when printing materials other than PLA or PETG. Fortunately, the nozzle cleaning process has been flawless so far. I understand that some machines are more finicky than others, and I hope Prusa continues to refine this.
As for my second Core One, I ultimately decided to keep it. After nearly two months of back and forth, I’ll admit I’m a bit exhausted, but in the process, I learned a lot about the machine, which has been valuable.
I remain hopeful that Prusa will resolve the lingering issues, particularly the VFA caused by the belts. Both this C1 and my first one exhibited noticeable VFA, especially with PETG, where the shine makes the belt ripples stand out on the print walls.
It’s been an uphill battle to get things running smoothly, and I’ve spent countless hours working with support. That said, I’ve come to appreciate their dedication. They’ve been as helpful as they can within their limits. For that reason, I’ve decided to keep the machine, and I hope I won’t regret that choice.
However, it’s frustrating to see persistent firmware issues, nozzle cleaning inconsistencies, and VFA problems. I really hope these are addressed sooner rather than later. The competition seems fearless, offering impressive tech and AI integration in their latest models at attractive price points. While I do value Prusa’s repairability, they need to step up their technology while maintaining the balance between consumer and prosumer markets. If they rely solely on REPRAP and network privacy as selling points, they might struggle to convince buyers.
RE: horrible experience with support
Delighted that you got the issue resolved mate.
RE:
nozzle cleaning inconsistencies
Nice to hear, that you got the second Core One to work "fine"!
Just to chime in on this part: I can really recommend to add a few M104 S0 lines into the Start G-Code in the slicer. You can find multiple example in different threads. Heating the hotend makes the loadcell signal go wonky and Homing & Nozzle Cleaning become much more (100% for me) trouble free, when disabling the hotend heating before these commands (and enabling it right afterwards).
BTW, "Nozzle Cleaning" is just a simple bed levelling command, that probes a little rectangle, instead of the print area. Since it's using the loadcell, it can fail with the heating enabled. The hotter the hotend is being heated, the more it fails.
I can't really recommend to disable the heating for the real MBL though. The probing gets a lot faster, since it does each point only once, but the nozzle drops from 170° to about 120° for PLA, which results in a little inaccurate MBL due to the nozzle becoming a bit shorter.
Hopefully Prusa can/will implement something like going into the code for probing and only disable the heating for a short moment, like during the second half of the expected Z-move.
RE: horrible experience with support
I had a feeling it had to be related to the high temperature as most of the nozzle cleaning issues start when I steer away towards hotter filaments.
This being my first prusa, it worries me that it could be years before a solution is integrated via FW.