Don’t buy Prusa 3D printers if you care about support and warranty. MK3S SUPPORT Transcript in des.

Quick vid about my experience with Prusa support. You’re better off getting a clone from a US reseller. Since they don’t support their kits at all.


Chat transcript


Name:
E-mail:
Order number: 20248****
What is the chat regarding? Technical support - Search the knowledge base here, also: https://help.prusa3d.com/
Printer model (or product): MK3/S
Printer type: Kit



Douglas Mon, 03/02/20 09:52:57 am America/New_York

Hello. How may I help you?




Me 09:53:32 am

Hi
Having some issues with my new MK3s
First issue is that it created a "Blob" of PLA and following your procedure for removal I can see that the cables for the hot end I can see the actual metal wire
Also the first ABS print damaged the stell sheet. It was imposible to remove the print




Douglas 09:57:40 am

just a second please we are fully overloaded on chat i'm afraid




Me 09:58:01 am

Doug... I can see the wait time is isane
Theres not support ticket system?




Douglas 09:58:25 am

yes sorry about this we are fully overloaded with chats
we are doing our best sorry
sorry to hear you about you printing issue and damage




Me 09:59:27 am

yeah me too




Douglas 09:59:40 am

so the usual cause for the blobs is the print coming off the bed
and this is caused by the first layer calibration not set correctly or the bed not perfectly clean




Me 10:00:45 am

I've been printing for a couple of years... I clean the bed with IPA and the print was actually still stuck
The issue is that the blog damaged the hotend
it also melted some of the printed parts that hold the hotend




Douglas 10:03:16 am

yes when the print comes off the bed it then sticks to the nozzle and causes a blob around the extruder
this is indeed rather unfortunate and can indeed cause quite a bit of damage
but this is caused because the first layer calibration was not set correctly




Me 10:04:38 am

again.... I printed 5-10 items prior to this item. All printed perfectly. Great quality
I'm not here to argue about if the first layer had issues.
I'm here about warranty for this issue




Douglas 10:07:45 am

i'm afraid as this is cause by a calibration setting this is not covered by warranty
any damage done to the printer because of a blob is not covered by the warranty




Me 10:08:39 am

We'll I dissagree. Find you this unhelpful.




Douglas 10:08:45 am

as this is caused by the user not sting the calibration correctly




Me 10:08:52 am


Was expecting better service from Prusa





You rated our customer service as bad
10:09:20 am




Douglas 10:09:37 am

i am sorry to this but we can not provide a full warranty on all issues caused on the kits that are calibrated and assembled by the users





You left the following comment: Really poor support. Compared to an US company this was pretty aweful.
10:09:53 am




Douglas 10:10:36 am

blobs like this are a common issue on 3d printing and we inform our customers on this in our user guide




Me 10:11:13 am

you seem not to be able to read... I have other printers. I've handled blobs before. I just never had a blob pull the cables out of a hot end




Douglas 10:11:39 am

well if you have had blobs before the you would not know that they can cause damage




Alberto Freire 10:11:54 am

this support system is not helpfull at all. I will share my experience about it. Have a good Day Doug




Douglas 10:12:14 am

as depening on the blob it fully go around the extruder and then damage all the cables of the extruder





You archived the chat
10:12:18 am



Duration: 50m 33s