looking for official statement about the upgrade kits
 
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pieter.d
(@pieter-d)
Trusted Member
looking for official statement about the upgrade kits

Im getting pretty pissed off at the complete lack of communication about the state of the MK3 upgrade kits.

I have ordered mine at the start of november, and now almost four months still nothing has shipped, every time I ask support about its, I get a vague answer

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Posted : 22/02/2018 12:44 pm
stahlfabrik
(@stahlfabrik)
Honorable Member
Re: looking for official statement about the upgrade kits

This is the current official statement (see your shop account):
MK3 ordered together with MK2.5 or MK3 upgrades start shipping late February, majority in March and April.
New MK2.5 or MK3 upgrade orders - separate and combined both - at the beginning of May 2018.
MK3 ordered together with Multi Material upgrades start shipping early March 2018, majority in March and April.
New MMU for MK3 orders - separate and combined both - at the beginning of May 2018.
If you want your printer sooner, please contact our support and split your order, we'll help you.
MK2S kits currently have a lead time of 2 weeks for preparation before shipping.

Posted : 22/02/2018 2:42 pm
pieter.d
(@pieter-d)
Trusted Member
Topic starter answered:
Re: looking for official statement about the upgrade kits

not good enough

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Posted : 23/02/2018 9:56 am
john.v11
(@john-v11)
Estimable Member
Re: looking for official statement about the upgrade kits


not good enough

Perhaps you should cancel your order? (Hey it will help me get mine faster!)

Posted : 23/02/2018 6:20 pm
jeremy.r5
(@jeremy-r5)
Trusted Member
Re: looking for official statement about the upgrade kits


not good enough

How is that not good enough? It shows the current time frames and everything on when it should start shipping.

Posted : 23/02/2018 6:21 pm
nathan0876
(@nathan0876)
Estimable Member
Re: looking for official statement about the upgrade kits


not good enough

If a list of exactly when each type of upgrade will be shipped is not good enough exactly what info do you want?

Posted : 23/02/2018 6:49 pm
Olef
 Olef
(@olef)
Honorable Member
Re: looking for official statement about the upgrade kits

I ordered a Mk2.5 upgrade on 18th October, it is now 23rd February. I still have no idea when it will ship. As far as I know the holdup is the mythical powder coated sheet - I say mythical because as far as I am aware apart from a few demo and review units and out of several thousand printers shipped, no user has actually ever seen one of these items.

If the kits are going to be delayed further because of the powder coat sheet production difficulties then I think after paying up front four months ago those waiting like me should at least be offered the upgrade kits with the stickered sheet.

Continually pushing back the estimated shipping date for a product that has already been paid for with no explanation or apology is poor service to loyal customers.

Posted : 23/02/2018 11:48 pm
jordan.l6
(@jordan-l6)
Active Member
Re: looking for official statement about the upgrade kits

Assuming money changed hands 4 months ago, I'd say it's not unreasonable to expect this as a response:

"We are very sorry your order is delayed, currently your order is #xxx in line to be shipped. We are currently shipping out #yyy orders per day and given that your order will expect to ship on zz/zz/2018."

That doesn't look like too much to ask after 4 months.

Posted : 24/02/2018 12:03 am
justin.e2
(@justin-e2)
Active Member
Re: looking for official statement about the upgrade kits

I think the request isn't unreasonable. I think we all understand Prusa Reasearch isn't a massive company that is going to be able to keep all their time frames, however some acknowledgements or update to your customers on delays is just good business. I don't think anyone wants to buy something with the expectation that it may show up somewhere between a couple months to a year and you just wait for it to show up with no updates. There has been absolutely no communications go out about there are even delays even though the site said they would ship end of January when ordered. The only way to find out there has been delays is to go back into the store to see the item now says ships mid-feb now. The last time I talked with support they said end of February, but it didn't seem like they were certain they would ship then.

Posted : 24/02/2018 12:28 am
ronnie12342003
(@ronnie12342003)
Estimable Member
Re: looking for official statement about the upgrade kits

all that money upfront earning interest

Posted : 24/02/2018 1:53 am
john.v11
(@john-v11)
Estimable Member
Re: looking for official statement about the upgrade kits

Whine all you want but you knew when you ordered that the kit didn't even exist yet and was NOT in stock.

More of the give me mine now generation....

Speak with your dollars and cancel the order if you feel so slighted. Me, I can wait.

"all that money upfront earning interest"

I'm sure Mr. Prusa can retire on the $3 in interest made off of the order!

Posted : 24/02/2018 6:21 am
justin.e2
(@justin-e2)
Active Member
Re: looking for official statement about the upgrade kits


Whine all you want but you knew when you ordered that the kit didn't even exist yet and was NOT in stock.

More of the give me mine now generation....

Speak with your dollars and cancel the order if you feel so slighted. Me, I can wait.

"all that money upfront earning interest"

I'm sure Mr. Prusa can retire on the $3 in interest made off of the order!

I can't speak for everyone, but I'm personally not complaining that that I don't have it now. If you had read I think the majority of people here are just angry at the fact there has been absolutely no updates or news on why the orders have not shipped when they were scheduled for late January. That alone is just not good business practice for any company... I fully understood going into ordering the upgrade kit that it wouldn't ship out for months. There were at least updates on new MK3 orders of delays or problems when it came to shipping the units. I think everyone would just like the same respect and have some form of an update.

Posted : 24/02/2018 7:00 am
eric.k4
(@eric-k4)
Reputable Member
Re: looking for official statement about the upgrade kits



Whine all you want but you knew when you ordered that the kit didn't even exist yet and was NOT in stock.

More of the give me mine now generation....

Speak with your dollars and cancel the order if you feel so slighted. Me, I can wait.

"all that money upfront earning interest"

I'm sure Mr. Prusa can retire on the $3 in interest made off of the order!

I can't speak for everyone, but I'm personally not complaining that that I don't have it now. If you had read I think the majority of people here are just angry at the fact there has been absolutely no updates or news on why the orders have not shipped when they were scheduled for late January. That alone is just not good business practice for any company... I fully understood going into ordering the upgrade kit that it wouldn't ship out for months. There were at least updates on new MK3 orders of delays or problems when it came to shipping the units. I think everyone would just like the same respect and have some form of an update.

Pretty much this. the dates are a footnote and keep changing. simple blog post would be nice, but they seem to wait until the date they set in the note and change it to a new one instead of announcing a delay when they know it will be delayed. Plus doubling your estimate is good, if it's march then might as well say end of march so you don't have to change it a bunch of times.

Just about most things i've pre-ordered in my life have shipped on the dates they were supposed to or at minimum had some announcement. Kickstarters i've pledged to were always delayed but they had good communication.

Posted : 24/02/2018 7:25 am
eric.k4
(@eric-k4)
Reputable Member
Re: looking for official statement about the upgrade kits


Whine all you want but you knew when you ordered that the kit didn't even exist yet and was NOT in stock.

More of the give me mine now generation....

Speak with your dollars and cancel the order if you feel so slighted. Me, I can wait.

"all that money upfront earning interest"

I'm sure Mr. Prusa can retire on the $3 in interest made off of the order!

Not uncommon and just good business practice. Course it would be for the entire pre-order amount minus expenses if it wasn't needed immediately for other things.

Posted : 24/02/2018 7:31 am
rob.l6
(@rob-l6)
Honorable Member
Re: looking for official statement about the upgrade kits


all that money upfront earning interest

Yes, this is one thing that I think PR needs to change.

Delays are acceptable. It happens all the time, everywhere. But taking your total payment months in advance is not good business practice. A deposit? Sure. But not the total payment.

...
Posted : 24/02/2018 7:36 am
joe.v2
(@joe-v2)
Estimable Member
Re: looking for official statement about the upgrade kits



all that money upfront earning interest

Yes, this is one thing that I think PR needs to change.

Delays are acceptable. It happens all the time, everywhere. But taking your total payment months in advance is not good business practice. A deposit? Sure. But not the total payment.

No one forced anyone to pay up front. Everyone has the option of paying up front to get in queue or wait until the queue is done before placing their purchase. Pre-Release Dates are just estimates so delays shouldn't be unexpected. Anyone who isn't happy with delays has the option of requesting their money back and I'm sure they will be happy to provide it. You can then decide if you want to make the purchase when the queues have run their course and the product is immediately available. This is more an issue of impatience than anything else.

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Posted : 24/02/2018 8:15 am
rob.l6
(@rob-l6)
Honorable Member
Re: looking for official statement about the upgrade kits



No one forced anyone to pay up front.

That's a straw man, and nothing to do with my argument. I simply stated that I would consider it bad business practice to ask for full payment when the potential for delivery is months away. Accepted business practice is to take a deposit only.

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Posted : 24/02/2018 8:32 am
joe.v2
(@joe-v2)
Estimable Member
Re: looking for official statement about the upgrade kits




No one forced anyone to pay up front.

That's a straw man, and nothing to do with my argument. I simply stated that I would consider it bad business practice to ask for full payment when the potential for delivery is months away. Accepted business practice is to take a deposit only.

Can't be that bad based on their sales...It's not bad business practice its just what it is.

As a customer anyone can decide to participate or not, no one is forcing anyone to pay up front. One has the option of paying up front to get in queue or if they don't like that, waiting until the queue runs it's course, stock becomes readily available before paying.

The problem isn't a deposit, paying up front, getting daily updates...It's the eagerness to get it... 😉

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Posted : 24/02/2018 9:43 am
rob.l6
(@rob-l6)
Honorable Member
Re: looking for official statement about the upgrade kits



Can't be that bad based on their sales...It's not bad business practice its just what it is.

Who knows what their sales may have been like if ppl had just been required to pay a deposit. Who knows how much smaller this thread would've been.

PR are free to conduct business the way they like, as I have previously stated. But that doesn't mean to say they always employ the best practices. And in this case they are not, in my opinion 😉

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Posted : 24/02/2018 11:03 am
Rejutka
(@rejutka)
Active Member
Re: looking for official statement about the upgrade kits

Can't be that bad based on their sales...
Who knows how many people are waiting to see how it all plays out, but would have bought a Prusa already, if there were more communication and/or confidence that everything will be fine soon?
I know I would have bought. Instead I'm waiting for things to come.

It's not bad business practice its just what it is.
If it leaves potential customers unsatisfied, it's bad business practice. Good business practice is doing anything short of physical assault to get people to buy your stuff.
The idea that the customer is supposed to grovel to be allowed to give you money is ridiculous. Yet some postings here on this forum read as if we should be grateful to be allowed to spend money on a Prusa printer.
(Note the difference: I'm not talking about being grateful that there IS a Prusa printer. That's completely separate, and definitely something to be grateful for.)

--

WRT to the money gaining interest - how many printers have been sold so far? A thousand? At about a thousand bucks each? That is quite a lot of money gaining interest.
(Of course, realistically, only a small part of that money is going to gain interest, most of it is going to be invested into new parts for new printers to be sold. Still, it's a lot of money changing hands.)

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Posted : 24/02/2018 11:45 am
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