False information given by CS to the detriment of the customer
 
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False information given by CS to the detriment of the customer  

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CamperImperiumGmbH
(@camperimperiumgmbh)
New Member
False information given by CS to the detriment of the customer

Hi there

 

We are a company based in Switzerland, but have the possibility to get goods delivered to Germany and take care of the customs clearance ourselves professionally. This is due to high handling fees of various forwarders as well as unnecessary customs duties in case of wrong declaration by the supplier.

 

Before ordering our printer we clarified with Prusa CS (Mrs. Espinosa) if the VAT will get refunded in case of a delivery to Germany and subsequent export to Switzerland. The answer was yes, the VAT will get refund after export.

 

Long story short, we got the delivery, exported it according to EU and Swiss Law and asked CS if they want the invoice with proof of export in original or as a copy (usually suppliers need the original to submit to their local finance department).

 

Apparently a copy would be enough for Prusa. Anyhow, after sending the proof of export to Prusa, which makes them eligible to NOT pay VAT to Czech government, all of a sudden a refund is not possible anymore. Trying over and over again, CS just sends a link to some Czech website claiming a refund must be made by Swiss Government.

 

Quick logic check: The invoice states Czech VAT. Why would any government refund a foreign VAT?

 

Anyhow, all of a sudden none of my requests are answered.

 

So there are two options:

 

a) the VAT makes a good surplus if not paid back to the customer

 

b) Prusa CS provided wrong information which led to a specific purchase decision which would have been different if given correct information. Professionalism would expect the supplier, who agreed to conditions mentioned above, to carry the loss instead of penalising its customer.

 

Does anybody else made this kind of experience with Prusa CS?

Posted : 08/06/2021 2:47 pm
Same Old Shane
(@same-old-shane)
Admin
RE: False information given by CS to the detriment of the customer

Hello

Prusa Customer / Technical support does not monitor the forums. I have notified the correct departments to take action and reply back to your emails and will follow up with them tomorrow as some of the people I need to contact have finished up work for today. I will monitor the situation for you and get a reply from the correct department for you.

I apologize for the inconvenience and delay of this. 

Thank you 

Shane (AKA FromPrusa)...
Posted : 08/06/2021 4:08 pm
CamperImperiumGmbH
(@camperimperiumgmbh)
New Member
Topic starter answered:
RE: False information given by CS to the detriment of the customer

@same-old-shane

Hi Shane

 

Thanks for the info and taking action!

 

Regards

Posted : 08/06/2021 4:19 pm
Same Old Shane
(@same-old-shane)
Admin
RE: False information given by CS to the detriment of the customer

@camperimperiumgmbh

Please check your messages from your account page on the forums. 
Thank you 

Shane (AKA FromPrusa)...
Posted : 15/06/2021 9:22 am
CamperImperiumGmbH
(@camperimperiumgmbh)
New Member
Topic starter answered:
RE: False information given by CS to the detriment of the customer

Hi Shane

Not sure why, but apparently I cannot write PMs...so Thanks for the info!

Regards

Posted : 15/06/2021 10:05 am
ByteC
(@bytec)
Active Member
RE: False information given by CS to the detriment of the customer
Posted by: @camperimperiumgmbh

Hi there

 

We are a company based in Switzerland, but have the possibility to get goods delivered to Germany and take care of the customs clearance ourselves professionally. This is due to high handling fees of various forwarders as well as unnecessary customs duties in case of wrong declaration by the supplier.

 

Before ordering our printer we clarified with Prusa CS (Mrs. Espinosa) if the VAT will get refunded in case of a delivery to Germany and subsequent export to Switzerland. The answer was yes, the VAT will get refund after export.

 

Long story short, we got the delivery, exported it according to EU and Swiss Law and asked CS if they want the invoice with proof of export in original or as a copy (usually suppliers need the original to submit to their local finance department).

 

Apparently a copy would be enough for Prusa. Anyhow, after sending the proof of export to Prusa, which makes them eligible to NOT pay VAT to Czech government, all of a sudden a refund is not possible anymore. Trying over and over again, CS just sends a link to some Czech website claiming a refund must be made by Swiss Government.

 

Quick logic check: The invoice states Czech VAT. Why would any government refund a foreign VAT?

 

Anyhow, all of a sudden none of my requests are answered.

 

So there are two options:

 

a) the VAT makes a good surplus if not paid back to the customer

 

b) Prusa CS provided wrong information which led to a specific purchase decision which would have been different if given correct information. Professionalism would expect the supplier, who agreed to conditions mentioned above, to carry the loss instead of penalising its customer.

 

Does anybody else made this kind of experience with Prusa CS?

Neither a nor b is important. You will get back the paid vat through your "Finanzamt via Umsatzsteuervoranmeldung" in such a case.

(Im EWR ist das immer gedeckt.)

This happens sometime even to us in Austria at some online shops mainly with non company customers, then we get the VAT back two months later. But the PRUSA shop works as expected for several years at least for us.

We're constantly buying at Prusa, no vat is applied tue to our VAT/UID number.  In your case it might happen that the Swiss CHE number was not accepted by an automatism, this might happen if perhaps your address info doesn't match exactly the records. 

Grüße aus Gsiberg,

Peter

 

This post was modified 5 months ago 2 times by ByteC
Posted : 26/06/2021 9:33 am
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