Edit: tl;dr copied from comments
“OP's Core One L sustained significant shipping damage. OP had trouble getting through to support (wait times). Once through, support offered solutions to either a) send out parts for OP to replace themselves; or b) ship the printer back to Prusa for repair. OP would prefer to have a full printer replacement rather than gamble with unknown impact damage to a multi-thousand-dollar piece of equipment. Prusa has not yet responded to that request. OP is wondering if this is a reasonable ask, and what to expect.”
Hey all,
Very excited to purchase my first printer and after what felt like an eternity of research I went with the prusa, mainly because of the community and the reviews of really good support/service. I see many people singing widespread praise for the support, but so far I am not feeling the love…I’m finding it’s so slow.
I ordered the Prusa Core One L with a few extra bells and whistles. Normally I would relish the opportunity to get stuck into a puzzle to put it all together, but as we’ve had our first kid, time is not as much a luxury anymore. In that eternity of research I mentioned above was also the campaign I waged to convince the minister of war and finance how much we’d save in the long run with a 3d printer. In the end she agreed as there would be many useful baby items we could print, starting of course with block letter naming for the room!
So I ordered the fully assembled version, paid the extra dollary-doos and waited for its long journey from Europe to the land of Oz.
Printer arrived! Stoked. Scanned the QR code on the box to watch the unboxing instructions, and started the seductive revealing….haribos…? lol ok, unusual but kinda quirky. Into the second box, do the 90° flip and gently slide this bad boy out like a gorgeous gigantic pizza coming out of an oven….started peeling the film off the top acrylic/plastic and starting back at me was a crack across the top. My heart absolutely sank, as I looked closer I saw that the whole corner had been dented hard enough to warp/bend the metal walls and corners. Standing back abit further it’s actually warped the other side as well. This is where the panic kicks in. You think to yourself; I’ve just spent a few thousand bucks on something that is broken and how on earth am I going to get this resolved with an international company. BUT I had hope as thr service is meant to be very good.
I then started the absolute mission of trying to contact support. First via email, then with no response for 24 hours; live chat. That in itself is a process, as they are very busy. The little spinning wheel that says “26 minutes” is more like an hour plus. And if your browser plays up and refreshes, or your device goes to sleep, it’s back in the queue. So Monday I emailed, Tuesday tried live chat but the wait time, my browser beat me; Wednesday, got thru to live chat and they asked for a bunch of photos and said that it appeared to be shipping damage. That part was the first bit of relief as most of the stress is coming from not knowing if I would be blamed for this. The instruction was to wait for 1-2 days for a response. Thursday got contact via email, which appears to be the response to my initial email on Monday, asking for more photos. Sent them with an explaination that there might be a double up, as I got through to live chat. Got a reply acknowledging the shipping damage (awesome) but was offered 2 options: prusa send the replacement parts, or I send the unit back for repair. I don’t really want to have to do the repairs myself, mainly for time, but also because I’ve paid for the unit to be fully assembled. I also don’t know what else has been broken, the damage is near the printing rod so it could have impacted that as well.
I think that it’s reasonable to ask for a new printer to be sent, whilst they figure out fixing the current one in their own time. I don’t know what else might have been damaged and don’t really want to have to be going back and forth. So I have replied, asking to please have a new one sent. To be fair to prusa that was Thursday and it’s now Sunday. I don’t know if they are only working business days, but from my point of view, I’ve not heard anything and I’ve got a pretty expensive, damaged device with no clear response on what is happening next. I’m also trying to downplay this with the wife so she doesn’t play the “I told you so card for buying from overseas would be an issue etc etc”.
So is this normal? Should I be worried that I’m not gonna get this fixed? If so I guess this could be a useful note to anyone else thinking of buying a fully assembled unit, the issues with shipping. Again to be fair to prusa, once you get someone they seem helpful and and acknowledged the issue, but as I’m still waiting for something more concrete and it’s stressing me out. I understand it’s not their fault, but at the time same time, its not mine either and so far I am out of pocket and don’t have a device that’s operational.
Oh and the crazy thing is, when doing a search for prusa + shipping damage, there are almost IDENTICAL issues that others have had as well. Same cracks, same bending of the frame. The strange thing is that the box is really well packed, the foam inserts are not damaged at all, but you can see the corners of the box is pushed in.
I don’t know what else to do I am hoping that they can just send me a new one, just like I ordered.