Delivery issues for Prusa MK3s
I am having trouble getting my order to ship from Prusa. I ordered the MK3S with the powder coat build plate in black with a variety of filament back in Sept/Oct 2019 with the expectation that it would be shipped within weeks. Initially there was the red tape on behalf of the corporation I work for as they wanted me to get a Purchase Order (my first printer was ordered on a credit card without issue). I believe there was misunderstandings on the terms, paying up front before shipment, or whatever. So I waited and tried to support purchasing, accounts payable, and Prusa throughout. As of Nov 14, 2019 the payment was made to Prusa and Prusa assured me this would get the shipment on the way. I have sent proof of purchase from my accounts payable department. However Prusa has stopped responding to my emails, which were sent in a professional tone. Then I began contacting them through the online chat system, and both times I was assured that the billing department at Prusa was close to resolving the delay. In the latest chat, they were going to respond via email by the end of the week. That was 2-3 weeks ago and I have not heard a thing. They have not asked me for any additional information or tried to explain the delay. I have asked for a direct contact but again was ignored. So what should my next step be?
RE: Delivery issues for Prusa MK3s
No replies but maybe Prusa seen my post and got busy because they finally responded to my email, resolved the issue(s) and I now have my 2nd MK3S!
For reference, the first Prusa was ordered on company credit card in early 2019 and arrived in a reasonable time frame. My second Prusa was ordered on a Purchase Order. It appears that due to corporate red tape someone didn't see the terms the other party was asking for/agreeing to. Prusa wanted payment before shipment, the PO stated payment after delivery. The PO was placed around late September 2019, and I fought internal forces to get the payment made which was finally completed mid Nov. 2019. However, Prusa could not identify the payment and what order it was associated with. So finally by mid March 2020, they were able to find the missing payment and associate with my order. Not sure where the blame gets assigned here - my company, Prusa, or a combination. At this point it is useless to worry about.
New printer is setup on my desk and running smoothly. My mini print farm (2 Prusa/2Markforged) has increased capacity. Kinda wish they had thrown in a free mini for the extra efforts and delays 😉
RE: Delivery issues for Prusa MK3s
For future reference - Chat seems to work better than EMail.
They are considerably better than the one-banana tech support folks who only read off a printed checklist.
They have hooks into shipping, finance, and can actually get things done. May take a couple of Chats though.
RE: Delivery issues for Prusa MK3s
@robert-rmm200 @Prusa
This is true. In this case, both times I used chat they gave me good responses but they were not the department I needed to talked to and unfortunately there was not another door to try. Chat team promised that I would get a resolution by the end of the week and two weeks later I had no response so I started another chat. Second chat was more of the same. I do believe they had good intentions but at the end of the day they were speaking for another department and no one at Prusa backed it up. In the end I resorted to one last nice email but let them know that I was not going to quit pursuing them until I had a resolution - and this time I got a hold of someone who was able to find a solution. Shout out to Monika Dostalova & Zuzana Marešová at Prusa for helping me.