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Replacement extruder housing (C1) needed please  

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richard.s72
(@richard-s72)
New Member
Replacement extruder housing (C1) needed please

Hi there,

I've now contacted Prusa 5 times, twice via the website "contact us" link, and 3 times via email. I'm unable to find Live Chat anywhere, using any browser (Edge, IE, Chrome, Safari, Firefox) on both PC and IOS (iPad Pro).

I just need to get replacement C1 parts please for the extruder housing. I had a horrible print failure overnight, after several successful prints, and the entire extruder, hot end, and fan housing, have melted.

Please can someone help me with this? It's been a very slow process so far, and I was just told how busy you are, and to look on the e-shop - but the parts I need are not listed, and I don't know how to get replacements.

A shame as I've just spend £750 on an i3 Mk3s, and was thinking about an MMU upgrade - but if the printer fails this badly and support are this unfriendly, I'll just buy something else.

But for now, please can you help me source the C1 parts that I need.

Thanks,

Richard

Posted : 25/04/2019 4:12 pm
Lichtjaeger
(@lichtjaeger)
Noble Member
RE: Replacement extruder housing (C1) needed please

The C1 marking of the manufactured parts corresponds to the R4 marking for home printed parts.

You can find C1 spare parts in the shop when you are logged in.

Otherwise, there are the R4 models here or here.

Posted : 25/04/2019 5:44 pm
toaf
 toaf
(@toaf)
Noble Member
RE: Replacement extruder housing (C1) needed please

are you logged in to the eshop?

I have a Prusa,therefore I research....
Posted : 25/04/2019 5:57 pm
richard.s72
(@richard-s72)
New Member
Topic starter answered:
RE: Replacement extruder housing (C1) needed please

Sorry - I thought someone from Prusa would pick this up...

i need replacement parts, my printer is not working, the parts are not listed in the shop. I am logged in. I understand the markings and what they correspond to. I just need the actual parts.

please can someone from Prusa pick this up?

its been over a week now and I’ve contacted you 6 times. Not great support, no live chat. This has been a horrible customer support experience so far. I got told how busy you were and to look in the eshop. That hasn’t helped at all.

Posted : 26/04/2019 6:37 am
Lichtjaeger
(@lichtjaeger)
Noble Member
RE: Replacement extruder housing (C1) needed please

When you are logged in you will find them here.

Posted : 26/04/2019 6:54 am
GeorgeE
(@georgee)
Trusted Member
RE: Replacement extruder housing (C1) needed please
Posted by: richard.s72

Sorry - I thought someone from Prusa would pick this up...

i need replacement parts, my printer is not working, the parts are not listed in the shop. I am logged in. I understand the markings and what they correspond to. I just need the actual parts.

please can someone from Prusa pick this up?

its been over a week now and I’ve contacted you 6 times. Not great support, no live chat. This has been a horrible customer support experience so far. I got told how busy you were and to look in the eshop. That hasn’t helped at all.

You need to be logged in with the account that was used to buy your printer, i.e. when you log in and look at your account section it should show an I3 MK3S in your order history. You also need to be logged into the same account to access live support. The MK3S parts are not listed as C1 parts, just MK3S parts as there has only been one set of MK3S parts released so far.

This post was modified 3 years ago by GeorgeE
Posted : 26/04/2019 7:18 am
richard.s72
(@richard-s72)
New Member
Topic starter answered:
RE: Replacement extruder housing (C1) needed please

Hi Peter,

 

Thanks for this, despite being logged in every single time I've browsed the e-shop, having created my Prusa account as prompted, using the same email address that I used for my order, and received my confirmation and dispatch emails to, I've not seen the pieces I need - until now.

I've changed nothing, I've been doing exactly the same thing, logging in exactly the same way, I haven't cleared my cache and I'm only now able to see the extruder housing parts.

Very strange, and I don't have any issues with any other sites...I'm an active Airsoft player and car mechanic, and use untold other sites without any problems whatsoever.

But, that aside, it seems I now have the parts I need able to be ordered - so thank you.

It's just such a shame nobody from Prusa was able to help me get to this point, and it's taken way too many emails with a notable lack of response and support from them...

Posted : 26/04/2019 8:53 am
richard.s72
(@richard-s72)
New Member
Topic starter answered:
RE: Replacement extruder housing (C1) needed please

Thanks George, per my reply to Peter I have been logged in every time, which is what I don't understand. I saw Mk3S plastic parts, but this list I'm seeing is completely different - it has the parts that I need, listed on the first page. Previously the first page contained orange parts only, and subsequent pages did not contain the extruder housing parts. 

Very strange as I haven't done anything differently...same email address, same Prusa website, same browser, everything is the same. And I checked the Prusa site at least 5 times because everywhere I looked, everyone said they'd be in the eshop.

Thanks all the same, appreciate the reply - just a shame nobody from Prusa helped me.

Posted : 26/04/2019 9:02 am
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