Prusa Screwing Up My Order
Hey everyone,
I’ve been holding this in, but I’m honestly just exhausted and disappointed right now.
Some of you might remember when I posted a couple days ago about my order being stuck with FedEx at the Belgium export facility. After days of delay, I was so excited when my Prusa kit finally arrived—genuinely thrilled to start building it.
But when I did… I realized a part was missing.
Not something complex—not even a purchased component. Just a 3D printed Z-axis motor mount, smaller then 2in. A part that probably costs them pennies to make. Yet here I am, stuck.
I contacted support immediately, thinking this would be a quick fix. But instead of sending me the part, they told me they have to “review camera footage” to see whether or not it was packed.
It’s now been 24-hours. They told they would have an answer yesterday. Even after paying $1,165 for this machine, I still can’t finish the build. It’s beyond frustrating.
Let me ask you: How would you feel if you spent over a thousand dollars on a kit, waited months for it to arrive, and then couldn’t even build it because a basic part was missing?
This feels like a failure on every level.
And unfortunately, it’s not the first time Prusa has dropped the ball —we’ve all seen the issues when he launched the XL and the MK4. My guess? They started rushing orders to clear the backlog, and now they’re dealing with packing mistakes they won’t even own up to.
I love Prusa printers. I really do. And part of what made them great was the trust—the confidence that if something went wrong, they’d take care of it. But right now, I don’t feel taken care of. I feel like I’m being dismissed over a tiny plastic part, and that’s a terrible feeling for any loyal customer.
To be clear:
I’m not asking to be compensated for my time. I’m not demanding a refund.
I just want my part. I just want to finish my printer. I’ve been waiting so long for this.
If anyone else has been through this—or is currently stuck like me—please share. I know I’m not the only one
Best Answer by LarGriff:
Which part do you need, exactly? Chances are good someone near you can print one and get it to you sooner than Prusa. If you’re in the US, I’d be happy to do that.
RE: Prusa Screwing Up My Order
Indeed, that sucks. To be fair, while it costs them pennies to make the part, it will probably cost them at least 10 Euro to pick, pack and ship it. But even at that cost customer satisfaction should still come first.
The individual parts boxes do seem to carry serial numbers, so they may indeed be able to trace your particular printed parts bag back to a specific packing step and person. But it feels like an absurd thing to do and have the customer wait for in such a situation. Also, I'd be curious how they justify that continuous employee surveillance and video storage from a data protection and privacy perspective -- I had always assumed Prusa was a friendly, informal and slightly chaotic place to work...
RE:
Which part do you need, exactly? Chances are good someone near you can print one and get it to you sooner than Prusa. If you’re in the US, I’d be happy to do that.
MK4S/MMU3
RE: Prusa Screwing Up My Order
Hey LarGriff,
I am in the United States. I live in Franklin Tennessee. Here is a link to the part I need.
https://www.prusa3d.com/product/z-motor-mount/
RE: Prusa Screwing Up My Order
Thanks so much for your offer—that’s really generous of you.
To be honest, Prusa is the one who screwed up here. This kind of thing shouldn’t be on the community to solve, but I truly appreciate you stepping in like this.
If it’s not too much trouble and you’re still up for it, I’d definitely be grateful. I’m happy to compensate you for your time, materials, and shipping—just let me know what’s fair.
Thanks again! It really means a lot.
RE: Prusa Screwing Up My Order
Not a problem! PM me your address and I’ll do my best to send it out today.
MK4S/MMU3
RE: Prusa Screwing Up My Order
It's a mildly critical part, I'd say: Carries 1/3 of the weight of the print bed & print, via the narrow flex bridges and threads tapped into plastic. I would prefer to get the original Prusa part, but if a home-printed part should break eventually, it's not that difficult to replace.
RE: Prusa Screwing Up My Order
Indeed, that sucks. To be fair, while it costs them pennies to make the part, it will probably cost them at least 10 Euro to pick, pack and ship it.[...]
It's also going to take them time = money to review the video. Which they should certainly do anyway to make sure of their processes, but they should also take care of their customer. Seems like Prusa ought to be able to ask their employees over at Printed Solid in the USA to make a replacement part and send it out without dealing with international shipping.
RE: Prusa Screwing Up My Order
My kit label was created today and I have to agree it seems like (while its only a few dozen comments across the forum and reddit and such) there are quite a few broken or missing or incorrectly made kit parts showing up. I wonder what their internal scrap rate for these things are vs what gets caught in kitting.
Another volunteer to print and ship, if necessary. I think I read somewhere that part was PETG in a review video, have not checked the printable file breakdown for materials.
RE: Prusa Screwing Up My Order
Hey everyone!
Special shout out to LarGriff, a fellow community member who stepped up and 3D printed the part I needed, no questions asked. I owe a huge thank-you to him—not just for helping me out, but for showing what a real 3D printing community looks like.
As for Prusa Research, I don't care what they do at this point.
To everyone else: thank you for the support, and again—major shout-out to LarGriff. You saved me more stress than you know.
RE: Prusa Screwing Up My Order
My assembled kit has been stuck in Belgium since Monday (5/12). How long was yours there?
RE: Prusa Screwing Up My Order
my kit was there for six days.
My assembled kit has been stuck in Belgium since Monday (5/12). How long was yours there?
RE:
Unfortunately, this isn't an isolated incident; there's a system behind it to ward off claims and save costs.
In my case, I had a squeaking fan in the PSU of my MK4 during the statutory warranty period (in the EU).
When I requested a repair, support demanded to send a video of the fan in which the noise was clearly audible.
I was asked to open the PSU and twist and turn the fan.
It's outrageous and pure harassment!
Normally, within the timeframe in question, you would receive the replacement part immediately and without any further action.
Prusa would be well advised to work on its customer focus and comply with its EU legal obligations.
Under these circumstances, I decided not to continue arguing with the support staff and instead found a replacement.
RE: Prusa Screwing Up My Order
I thought we’d see prints coming out by now! I hope everything is going okay with the build.
MK4S/MMU3
RE: Prusa Screwing Up My Order
I’ve been waiting on the factory part from Prusa before running any prints—I didn’t want to risk any wear with PETG long-term, even though your part worked perfect for testing. I also figured I’d install the filtration system at the same time so I only have to open things up once. Thanks again for your help—I really appreciated your help with this!
RE: Prusa Screwing Up My Order
Also—not trying to sound ungrateful or anything, I just didn’t want to risk damaging the printer by running it hard on a part that might not last long-term. The printed part was super helpful for fitting, testing, and calibration, but I figured it was safest to wait for the factory one before doing any printing.
RE: Prusa Screwing Up My Order
I get it. You don’t want risk a warranty issue. Oh well. Hope you enjoyed the rest of the build.
MK4S/MMU3
RE:
Tbh, I could have sworn that was meant to be printed in PETG, but now I see it says PC right there on the download site. My bad! I’m glad you caught it! But on another page it says PETG. https://www.prusa3d.com/product/z-motor-mount/
I guess it’s true what they say about “No good deed goes unpunished!” Ha! Cheers!
MK4S/MMU3
RE: Prusa Screwing Up My Order
I was asked to open the PSU and twist and turn the fan.
It's outrageous and pure harassment!
Wow. That's quite bad. That's directly against electrical laws where I live. I don't think anyone without S2 or S3 license are allowed to disassemble electrical components like PSU's here.