My $3000 Printer Is Already Broken

[@nhand42]

I had a broken connector from the factory on my car. Intermittently caused problems with the steering wheel immobilizer. They replaced the whole harness but for weeks my $50k car was unusable. These things happen even on expensive items.

[@redkingrauri3769]

Very least it's a relatively minor problem with the hardware. I do completely relate to getting a new product and getting immediate issues. At this point I'd say recrimping it yourself is the best option. You get it repaired quicker saving you time and money, you can verify you were suggested to do so (no warranty voiding) and it'll be ready to use sooner.

[@BobOBob]

rep: "can't you, uh, fix it?" me: "maybe we can, but that should never be your first question. Your first question should be about delivering the replacement into my hands."

[@robertbrunello]

All because someone forgot to crimp some wires, smh. You must have done a good deed in recent times.

[@SAerror1]

Oh phew, I was worried about it being some fundamental flaw and not a random bad part. Sounds like there's room for improvement in the firmware though, like the option to disable a single faulty heater and allow you to keep printing on the rest of the surface. And I don't think the customer service suggestion was that bad either, if you have the skills and tools to repair the faulty cable it's faster than waiting for the mail. But they should definitely still mail out a replacement.

[@BeefIngot]

right? I want to know how well the multimaterial tool heads work.

[@awilliams1701]

@@BeefIngot I think it was pixel designs that has one. He did a couple of dual color prints. It's like pixel designs or pixis designs or soemthing liek that. Intiailly it was messy (excess material on the printed parts), but he has a slight flaw when he assembled it. After he fixed his own mistake it was flawless on multi-color.

[@mbmstudios9768]

I wouldn’t be so pissed about this as these things sometimes happen. There’s always gonna be some outliers in quality control. What makes the difference is how diligent customer service is when their customers present them with an issue. Such a shame.

[@richbuilds_com]

But in this case, they said it was working at the factory when it can't have been. That wire has never been connected. This is a *very* expensive printer. A lot of that expense comes from them selling you a *premium* product package. Flawless QA is to be expected - it's included in the price!

[@NorwayVFX]

With small and cheap printers I agree that you have to expect some issues, but this is a $3000 machines that Prusa spent years and years on. The delivery date was changed over and over. When you finally receive something like this after so long the least you can expect is for it to actually work properly. With how long this machine took to get to market they shouldn't be rushing the first few they send out, that is begging for a terrible first impression. Prusa are getting too comfortable being the most well known brand in 3D printing and it's showing. Very little innovation and product quality seems to be dropping. They are shipping expensive machines with non-functioning touch screens, non-functioning input shaping, poor quality printed parts that they for some reason still use and customer service seems to be getting worse as well. If some of the Chinese brands come out with a large scale printer with properly working multi-toolheads Prusa will be in big trouble. At this point that is one of the few things they have on the competition. The X1C and P1P/P1S blow the MK4 out of the water, the Creality K1 machines can be extremely good too if they sort out their bugs. I suspect more and more competition from the Chinese brands in the next few years and Prusa need to get their sh*t together quick.

[@OArchivesX]

This issue is nothing lol, considering how fast they need to produce and ship out, mistakes happen. I'm guessing you guys are just hobbyists. I've worked in a high tech machine shop with $100,000 5-axis cnc machines, and let me tell you many machines have issues and needs troubleshooting, no matter what. But they work at it until you are good to go. Prusa is reliable with support, I doubt this guy didn't get good support. It can be annoying to deal with issues but most people don't have these issues clearly, because they have sold a ton and there are few videos/complaints relatively

[@tasmedic]

I fully agree with you that this kind of inadequate quality control is NOT acceptable in a $3000 printer. Prusa should have immediately apologized for your time spent on hold, and asked whether you wanted, say a free roll of filament and fix yourself, or a working part couriered to you. Like you, I also liked my Prusa I3 MK3S, and my Prusa mini, but I'm extremely ticked off that the order I placed for a semi assembled XL in November 2021 still hasn't been revised to a confirmed order. During those nearly 2 years, other printer manufacturers and open source groups have caught up with Prusa, and are starting to make Prusa look very expensive for what they provide. Prusa need to get themselves sorted out and return to their previous customer-centered approach.

[@cjthrill]

Not fully sure but, wouldn't "can't you just fix it yourself" also void any warranty that may have come with the unit? Also, thanks as always for your honesty Drak. Means a lot 😀

[@TherealTenmanI]

Thats literally why they say it, you need to record calls

[@zebarzebra]

@@TherealTenmanI Prusa is one of the biggest players in the 3d printing history and even though the machines are pretty reliable, sometimes you need to fix stuff. What you are saying is plane wrong sorry. I understand if people are bummed out by this, but they do not try to scam their customers.

[@TherealTenmanI]

@@zebarzebra im currently looking into the law of it. Apparently America got customer rights like a year ago. Previous to that moment of fairly new law, I would have been totally correct. I also know Australian law on this topic, if you modify your own device in any way, warranty is now void. One tactic that a lot of scummy companies use is to get you to modify your device yourself so they dont need to repair or replace it. Recording them stating that is incredibly useful. If that tactic is no longer viable, great, but you still should record your calls. You'd need to prove you didn't break it yourself if you admit in court you modified it.

[@TherealTenmanI]

And one more thing, everyone is saying "They arent scummy they are a good company." Why didn't they instantly replace the 3 dollar part then? Surely the call should have gone "Your machine is broken? Well lets figure out how... oh, you already did? Its a cable with a loose wire. Which cable? Okay, we'll send that out immediatly. Sorry for your inconvenience." Obviously with more identification and protocol but you get the point. Compare that to: "Our product arrived broken? Jeez, cant you fix it? What do you mean we should replace a cheap part? Just pull apart the component using non-ideal tools and hope for the best." Between those strawmen which one sounds better? There is a reason why people are arcing up at this. They very well might not be scummy, but they sure smell like it.

[@nikolai9719]

Hello, I just want to add a bit of context here. We are sorry for the issue and tried to rectify it immediately upon being informed about it. The replacement part was shipped instantly and it was delivered the day after this video was published. With our printers we are happy to provide instructions for simple fixes, which will certainly not void the warranty, and will provide an instant solution; but of course a replacement is always possible. -Nikolai

[@spoogtastic]

If ANY company responds with "cant you just fix it yourself" im out in their products after that. What a absolutely horrible customer service rep who legit maybe doesnt need to lose their job but needs to be reprimanded for that. Unacceptable.

[@arbjful]

But it’s only a minor issue, see from their perspective, the whole unit would have to be sent back and a replacement unit sent it, all this for a pulled wire…doesn’t make sense

[@emanggitulah4319]

Especially for that price point

[@vaughnyoungblood3285]

To be fair, in the 3d printing world, self repairing is kinda normal. Even from Prusa. Though the XL is a different animal and fair more expensive, it’s not a good look for Prusa

[@LilApe]

A prusa rep responded in the comments and said they sent you a replacement cable and it was delivered the day after this video was published.

[@hicamajig]

The main problem with the XL that I have seen so far is that they did not make it clear that it is an early adopter machine that will be beta tested on/with their users but at this point they have a bit of a history doing so. Their products seem to be best avoided at launch for non large pocketed tinkerers/enthusiasts until everything is worked out at which point you can decide if Prusa support is worth the extra price tag vs the cheaper/better options with worse support that have probably launched by then.

[@alanb76]

Glad it wasn't anything serious. My single head XL has been trouble free. Looking forward to the multi-head upgrade kits.

[@IanBradleytheinventor]

I have a preorder unit that came in with a min temp bed issue. I had to troubleshoot it before even getting my first print of this machine. I told the customer that this may become an issue over time with the number of connectors and connections points. This validates my concerns and please make sure to watch for pinched wiring from the part fan. It's a very easy oversight when reassembling a clogged hotend and a pinched cable can blow out the dwarf board. Don't ask me how I know but Prusa does not have very many in stock and will take you through many hoops before sending a replacement. Last two things are, print in a cool room when printing pla. That large extruder gear warms up and deforms pla filament before entering the hotend causing filament jams. Lastly this machine is in terrible need of input shaping. It should have come with the machine but you can't have it all when you pay 3,000 plus for a machine.

[@gofun6570]

That is disappointing on their tech support. I had usually heard good things about them and one of the reasons I buy their products. I hope they correct their support on this. They should have sent the order to ship one out moment it was found that it was an issue from production.

[@snuups]

I am on preorder. I ordered the 5 toolhead model. I will sell all other printers then.

[@pablosalazarcomposer]

You really cannot have a all in one printer with this one tho because it doesnt have an enclosure. For that price it makes no sense you cannot print ABS on this printer out of the box.

[@clownienerf]

My father is retired, he worked for companies like AMP and Burg designing parts like this and product testing. You wouldn't believe the nightmare stories I heard growing up as a kid over how stupid people were when it came to what they wanted vs. What was possible. Suffice it to simply say I will never buy a Ford product in my life and neither will my dad.

[@TheGriever2112]

I don’t know if it ever came up in conversations but I saw that at a previous place of employment in several different aspects… it boggles the mind at times.

[@milksponge00]

I appreciate the upfront approach to this, however i do feel its a bit of an overexageration. I agree fully this should've been caught in QC but accidents happen. I do wonder if possibly the support team saying cant you fix this may be cultural/lost in translation effort to help you get back up and running asap. I would say they should have first said we will send a new cable asap...but in the meantime maybe you can resolve this on your own. With that said to make the statement that the XL has issues akin to the mini (which i agree has issues but are manaable) because of a missed crimp is a bit harsh.... Side note im on the XL list and would also be annoyed...but wouldnt say its a problem printer if i recieved one with a bad cable.

[@deusprogrammer_thekingofspace]

That's how I felt about the ASUS ROG Ally. A week in and it's SD card slot is already shot. I tell you what I love though. My AnkerMate M5 printer. It's been an amazing printer so far.

[@FoamFlingingHS]

Lol what a coincidence, I just put my printer together today and it's giving me issues, then I see this video!

[@radekhala6016]

We have assembled Prusa mini in work and it was not working - burned blade fuse......don´t know how this could leave the QC. It was obviously dead from beginning. But we just take one from car and it was the same and machine keeps working since than.

[@louisebmedia]

Yeahhh I had even worse with the Creality k1 max shortly after it was released, after a 16 minute print it had to have a mainboard replacement, extruder, hotend, bed so yeah not really time to use it properly since because Creality took weeks to reply on each part 🤦‍♀️ and sometimes they sent me the wrong part and even put the wrong address, so shipment even got delayed further more as the shipping company kept having to call me to ask what was my full address 😂

[@markpate4295]

JST crimp tool was bought with my ender. I had to do some repair on first printer I fried. Its hard to get your fingers and the pins and its tiny. 30 mins is accurate for 4 little wires. It frustrates me.

[@frankfun7489]

Im just watching this video while I put together a large figurine that took 6 separate print plates at about 15hrs per print.... On my BAMBU P1S. Haven't had a bad print in the 400+ hrs I've been printing in the 3 months I've owned it. Love my p1s.

[@InTheTubeDeepRC]

Ohhh man that sucks!! I have a pre order still in- was about to pull the trigger but thought I better watch a few vids like this one! When you mentioned how Prusa CS responded I cringed- I have only had 1 printer I grabbed a MK3 in 2018- I love it!! - bout year ago my original smooth steel plate started peeling off on prints- I ordered a new from Prusa- $35 plus $15 DHL shipping, received it in 3 days- on my FIRST print the print pulled off a piece of plate coating!!!! WTF!! My original plate probably had 600+ prints, the new one got 1 print, I emailed Prusa CS they responded that I should read their warranty page- I did- they asked if I used glue stick on the prints, I said no I never used a glue stick- they said I voided the warranty!! I said show me where it says I should use a glue stick- I searched on the product page on steel sheet, nothing, I searched on MK3 page, nothing, after back and forth emails they sent a link on 'Printing basics' or something like that, deep int the article it says using glue sticks is recommended on the smooth steel sheets, but NO WHERE on product pages does it say use glue sticks!! I kept telling them this is a NEW sheet it should not fail after 1 use!! They kept repeating I violated the warranty! Mind you I was a total Prusa fanboy until I had to deal with their CS its as bad as it gets I've never dealt with worse CS than Prusa!!!! I finally after pointing out this is not listed in any of the product fact lists said for the 100th time just send me a replacement for Gods sake!! They refused everytime- I even offered to pay the $15 shipping!! They refused!! Its so crummy they'd not just do the right thing and send a new steel plate and keep a loyal Prusa customer happy- but no they'd rather just treat you like shit!! Hard to believe really! Like your $3 cable- hard to fathom why they wouldn't just send you a new cable on $3k printer!! I fly RC as well, have a few DJI Mavic's- my Mavic hit a wave over ocean it kinda drifted some while it was hovering a wave hit it and it was sunk! I never found it- I contacted DJI CS, they said send us the Data from your flight data, I did- 1 day later they got back to me and said we consider this a 'fly a way' event, we will send you a new Mavic' and they did I received it a week later!! I never expected that- DJI has the best CS of any company anywhere, compare that to Prusa- Prusa should be ashamed of themselves seriously... Ok lastly- would you recommend the XL? happy with the quality of prints? I have to decide this week whether to pay remainder on XL or hold off- I really need the large print area for RC plane parts I design, I designed water floats for my Grand Tundra they're 880mm long! thanks!

[@tristanchavez1029]

don't feel bad I had to send my XL back to the factory for repairs... I didn't even get past the docking calibrations....

[@Lakeside_Flower]

3:20 bro, that’s exactly why I’m watching a video about Prusa printers, to learn about them.

[@noelle1314]

This is quite literally the story of my life. Pay good money for a product only to find a ding here, a scratch there, or small defect. The latest was a doozy, brand new $60k vehicle, windshield wasn’t sealed probably, water slowly filling up the floor front and rear. Didn’t find out till a couple weeks later when we washed the car and took out the floor mats. 😢

[@falxonPSN]

Definitely make sure you get a 3rd party mechanic to confirm it before taking it to the stealership. That way you have additional evidence should you need to pursue legal recourse.

[@CdoGtheGreat]

When you get the crimp done , batch stack as many of those parts and tell use how much faster you get them done over you mk3s

[@tylercook2822]

I want to throw this out there that his printer was pre-built and had a printed test piece on the bed in the video. Meaning that the printer worked when if left the factory. Really not sure how you are going to make such a stink out of prusa quality control when it was shipping damage.

[@klschofield71]

How exactly does a wire become uncrimped during shipping, where the wire is still perfectly stripped and the terminal is engaged in the connector? This is not "shipping damage", it's ineffective quality control. I doubt those wires are even made at Prusas' facility, most likely purchased in bulk from a supplier in China, but still need to be checked.

[@OGRetroRebirth]

I'm on the fence about my pre-order. It's due, but I keep holding back on it with the Bambu stuff kicking butt. Also I pre-ordered the per-assembled system, it annoys me that I need to assemble the printer after paying for it to be tested and print ready.... Also where is the enclosure that was advertised, what has Prusa been doing for the last two years? At 4k this thing should rock out of the box...

[@EliwazMoonites]

You can have direct size nozles one for infill an one for detail an speed up print time much much more as well as keep detail levels

[@truedox]

Regardless of negative fanboy reactions, it's best for everyone that this issue is documented online where people can find out about it. It can save other people some headache if they have the same issue.

[@VernardMartin]

You are correct in that this is totally unacceptable. I'm surprised that they didn't give you better customer service. So why do you prefer the Prusa over the Bambu?

[@nikolai9719]

Hello, I just want to add a bit of context here. We are sorry for the issue and tried to rectify it immediately upon being informed about it. The replacement part was shipped instantly and it was delivered the day after this video was published. -Nikolai

[@jameswhite8831]

I am having the mid temp error too, I wasnt able to get it to work even after talking to the techs. Cables seemed fine.

[@AndrewAHayes]

I had a deposit down on the first week of being able to, I got so sick of all the delays I took my money back, I am so glad I did as I haven't seen or heard of anyone getting the toolchanger to work correctly. I was all set to get a Bamboo Lab X1C and AMS but the mass wastage put me off. I have heard rumour that Bamboo are working on an enclosed multi tool changer, I am holding out for this competitor to the XL. If it had been me being asked if I could just fix it! I also would not have been happy, I also am a production printer and would have bought one of these as I am sick of fixing printers.

[@woofmaker2004]

fully assembled is $4000? the kit for 5 heads is $3500 iirc

[@TankErdin]

In the time it took to explain the problem with the bad crimp, it could have been crimped back on with any random set of pliers. Sucks, but hopefully they can address the QC on the cables.

[@LordDraconical]

It proved to be a bit trickier than that just because of how the connector is designed, was not fun to extract the pin and get it sorted. Customer service assuming that everybody has the type of needlenose to knock it out/ know how to diagnose it for them is a pretty out of pocket take.

[@TherealTenmanI]

@@LordDraconical damn, so you took the advice of "void your warranty" by the customer support. Thats literally illegal to tell you in Australia. Since if you do it you are now responsible for any other failure since you modified the machine. Hopefully for your sake that machine is now perfect since you cannot get a refund anymore.

[@JohnOlson]

@@TherealTenmanI But he's not in Australia, he's in the US, in the state of Georgia. So maybe this explains your lack of the law here.

[@TherealTenmanI]

@@JohnOlson you were already corrected in a different conversation. Stop being dishonest. I don't know why you want the worst for Drac but my statement about him and my advice to others still stands. He now cannot get a refund because he performed his own maintenaince. That is how warrantees work and if you don't have pro customer legislation he is out of luck. But if you do know different, you havent made that point yet. In either conversation. But enlighten us, oh wise sage of Georgian law, what gets him his refund for a faulty product after he has modified it?

[@JohnOlson]

@@TherealTenmanI I gave you the information in the other thread. Look up the US Magnuson-Moss Warranty Act or the FTC gov link I provided. Or even review the Prusa warranty. You made it clear that you are unfamiliar with both.

[@tomyocom5886]

Is that a modified Apple pro computer case next to the monitors in the background ?

[@knightsljx]

As a MK3S+ owner, I've never understood the rave about Prusa "reliability", I've done about same much repair/maintenance on it as my Ender 3. Had I known, I would have just bought like 4 more Ender 3s

[@boko3155]

That is honestly so suprising to me - what sort of things failed on your MK3S+?

[@LauLex]

Really? Interesting.. I own one as well, for years now, literally never had an issue, the most reliable machine I ever owned.

[@vader540is]

Manufacture Defects do happen.

[@fleetmastereddie6306]

In a premium product, it will almost always be the 3 dollar part where your failure will be. They likely source those parts from a component manufacturer. That 3rd party likely produces components by the million. They can't be expected to catch them all.

[@freelectron2029]

"told my senior designer"..... why didnt you just use a $30 infrared temp gun to find the problem in 5 seconds. bunch of geniuses out there hey?

[@car_tar3882]

I think there’s no way to justify paying 1100 dollars for a mk4 when the bambú a1 is bigger and largely better for 400

[@RSA1254]

Sometimes even when there is a Quality Control sticker stating the product has been tested, it was a lie. I bought Anycubic Photon Mono X resin printer 6 months ago and I has dings, scratches and the board was completely shot and the Factory response was to fix the board. The distributor that sell me the printer decide not to fix the board and place a claim to the company and replace it with new one.

[@anurajms]

hi thank you for the video , would Prusa XL be able to print polycarbonate.

[@NathanBuildsRobots]

The heated bed has way too many parts compared to the alternative: use 1 plate, 1 heater, and 1 connector for the bed. Add insulation to reduce power draw if that is needed.

[@ulaB]

You can't adjust the heat distribution that way. The edges are usually cooler than the center for example. This can result in issues especially with big parts that tend to curl up in the corners. Then there is the issue with the bed flexing if it is a big single sheet plus replacement is way more expensive than individual smaller sheets.

[@awilliams1701]

for such a large bed, this is a vastly superior design.

[@carlosjosejimenezbermudez9255]

Heated zones solve the problem of thermal expansion, especially in a heated bed as large as this one. Thermal expansion and heat inconsistency is a big issue in a CR-10 *precisely* because it's a single heater (and a pretty crappy one at that).

[@JohnOlson]

Doesn't seem unreasonable to ask if you can fix it. If their first response was "we'll send you out a replacement. It will be there in 2 days", that is still a 2 day wait. So fixing it would get you back up and running immediately, and you could still wait on the official part. And if you can't fix due to lack of tools, maybe someone in your nearby community could help out?

[@TherealTenmanI]

If he fixes it it voids warranty. Meaning if something else breaks that he can't fix, he is out $2500. Currently he is out $2500 because the machine is paid and not working, but customer service should be replacing the part so he is out 2 or 3 days. By the sounds of it he is out hundreds of dollars in production no matter what. He has already been effectively fined for their mistake. Losing out on a 2500 dollar replacement because the person on the phone broke the law by advising him to work on a faulty product instead of replacing a 3 dollar part would be a far worse option.

[@JohnOlson]

@@TherealTenmanI “if he fixes it voids the warranty” has to be the biggest BS I’ve heard. Prusa supports right to repair. Plus he said that’s what support suggested to him.

[@JohnOlson]

@@TherealTenmanI but please find me any evidence of people repairing any Prusa (not modded) and Prusa denying warranty. I’ll wait.

[@TherealTenmanI]

@@JohnOlson see, even you agree they need to be not modded. He has modded it with his own repair. If you need an example, you just denied him for the exact same reason.

[@JohnOlson]

@@TherealTenmanI clearly you don’t understand the idea of “modded” nor do you have a Prusa or ever spoken to their customer service. Self repair is common. It would not void their warranty and further more, Prusa support is done online and there is a record of it. So if by chance it became a claim issue, there is evidence.

[@GreenMountian]

I have one on pre-order and got the notice that I can pay back in September. But I’m still a bit nervous to pull the trigger when all I’ve seen are problems and issues. Thank you for your video. I am a current mini owner eagerly waiting to upgrade but still a little bit nervous…

[@tgsparkyoriginal]

I’ve had a MK2s and MK3s since they were released and I was waiting for a larger Prusa to be released. The XL is too much $$$ and too late. It’s not even enclosed for that price. The MK3 enclosure would cost $850 landed in AUS….WTAF. I can get a Bambu Lab P1S for $200 more and it’s a printer. I understand Prusa has awesome customer support but their printers aren’t worth that much more for the support. I was a Prusa fan boy since the MK2s but now I want a bigger printer that will print different filaments without extra cost like an enclosure. Prusa needs to wake up a little.

[@RhysticTutor1]

For just a silly print, a full flywheel blaster with some ridiculous proportions. Stock that’s a little too long, barrel that isn’t too short but looks goofy, flywheels that are just way too big and change the form factor of the blaster from high-performance to “weird space gun thing”

[@WatermelonSlice7]

Why do you think prusa is better than bambu lab?

[@frumpd63]

I ordered within first 5 minutes and just dont have the faith in Prusa to follow through with the order.

[@hakunamatata324]

1:50: That mentality knowing that folks all over the internet are having the craziest problems with such an expensive printer, is as biased as it can get. Let me get the hell out of here.

[@magicmanspaz]

Have one on pre order.... stillllllllllll. But the perspective value of this thing is wearing off. Especially since I opted for a bambulabs x1c over a mk4 to play with as an upgrade from my mk3s+ bear farm. I have to say the bambu is making me look very differently at prusa now....... The XL does not seem to be there yet even if i get it anytime soon. I WANT the large size and the tool changing for hopefully less waste multi material usage but it seems the xl is slow and still has a purge tower. I can just modular design things to fit a xc1 and well the mmu I see from reports works very well and its cheap. hmmm

[@yohmeisurasgaming]

I'm not much for printers come, But that is a kick in the teeth. Hopefully you are able to get back up and running so you can continue with your work .

[@cgrosbeck]

You bought a $2500 machine. Prusa does not have distribution service centers like 3D Systems and Stratasys does. That is YYYYYYYY your printer was only $2500. Just like the Bambu NOOBs but they cant even repair there machines at least you have the technical ability to repair. If you want the type of service you seem to want then you need to be looking at professional grade printers that are in the 50k to 500k rang plus service contract at 10k to 20k per year. Then you would have had a service tech do the install, training, and start up. Plus service is immediate and on site!!!! That Prusa is Prosumer at best!

[@buttfudge4645]

40k Mortarion's Silence looks sick on your wall.

[@BaioWithMayo]

Been waiting on my 5 head for quite a while, but since the 2 are hitting the market, id be super interested to see how it works with water soluble support interfaces! This is my first experience of the channel so if you have a second channel you will post more 3D printing content on I would be super interested to see how this pans out once it is repaired!

[@AnotherCG]

No problem. Just drop down $500 for a single small little bitty tool. $500!!!!!

[@magicmanspaz]

I wonder if dismantling cost vs shipping fully assembled cost and the bonus points of customer convenience would be better going towards shipping it assembled fully.

[@jlg23us]

I get the cost and ur upset, but they could hook you up with a few spools and a new part to help you out while those parts are readily available on Amazon or any other electronic parts store and can be solved quickly... matter of fact.. owning printers... those parts should be on hand.. ive been building and using printers since 2013... you gotta have spare parts and ability to repair them

[@shaun536]

Sorry bro, but you lost me on the xl gummy bears. That's all I could think about while watching the rest of the video. Lol

[@TeflonDave]

Great info! Really appreciate the honesty and transparency. It's always seemed like you and Luke both have a good relationship with Josef, so it might be easy to soft-pedal any criticism. All the positive feedback from you two has led me to recommend Prusa printers for years now. Without some kind of statement from them regarding your unacceptable customer service experience, I won't feel comfortable recommending them in the future. Thanks again and good luck!

[@baronallstars4420]

Used to watch this shit as a kid all the time, glad to see drac still in action

[@SeanTaffert]

Proper industrial systems need proper industrial support. I feel your pain. I am an industrial onsite AM system trainer for large format systems. Errors and misitakes happen, that is life, but if a customer had this issue, our response would be considerably different, and I believe much more to your liking. Good luck to you with Prusa. - If you are even up in Montreal, come see us at AON3D.

[@alexandermacphearson4379]

I’m a little disappointed in this video. To me it’s an incomplete product review. You say multiple times how much you like Prusa products, but do not let us know how the printer performed once you got the issue resolved. The Prusa XL has had a very rocky launch and you as someone that has launched blasters and put on large events, should be able to empathize when things don’t go smoothly. Absolutely the faulty wire and less than stellar customer service interaction, should be in your review, but ultimately I still do not know how the printer performed after your fixed it??? We all know that 3D printing will have print failures and printers will need parts replaced. Hopefully you will do an update on the print quality of the actual printer and not just the bump in the road that got you (justifiably) irritated

[@Lakeside_Flower]

Seriously! And the part at 3:20 where he just doesn’t bother to teach us about Prusa’s systems is just lazy.

[@Eulemunin]

It’s always interesting how a culture of tinkerers deals with simple failures. In the old days I would have not even called about a crimp issue. But today it’s not because we are out of the prototype stage with these machines.

[@truedox]

He didn't even know it was a crimp issue until after he called and started troubleshooting with customer service.

[@BreakingElegance]

Meh ill stick to my Bambu I will politely decline that even the XL is getting to be old tech if they way any longer to mass produce this thing they will be eaten alive by Bambu and Creality. but I am biased because I have built multiple Vorons I am not going back to Bed slinger like and MK4. Also for 3k why the heck is this thing not fully enclosed with built in air filtering? just saying seem extremely over priced for what you get. I mostly print ABS and ASA for functional parts so maybe if you're printing nothing but toys sure this would be perfect.

[@carlosjosejimenezbermudez9255]

The main purpose of the heat zones is to combat the problem of thermal expansion, everything else is a side effect to the solution of thermal expansion on a large bed. To be fair, a properly enclosed machine can solve the thermal expansion problem without heat zones.

[@kingpin7666]

In my profession if we make mistakes lives are lost. I know that this isn’t that serious but it’s disheartening to see the lack of quality control. It’s made even worse by the fact that the mistake wasn’t acknowledged immediately and corrected. Good customer service is free, but it’s so valuable to a company.

[@cgwworldministries83]

It's just a 4 pot wire, you act like it's the end of the world. Go pull one off of a broken printer and slap it on and call it a day. Should this happen? No. Not on a $2500 printer. You can't tell me that you have a fleet of printers and you don't have a random 4 pot wire floating around.

[@jonbladenizcool]

As a troubleshooter of both computers and jets (to a certain extent with some years (5) of experiences) if the producer of said item ask you to fix the item they produced for you that you bought, somebody fucked up somewhere and it is not you. When I heard that, I had bad flashbacks of time and money lost to a simple mistake that could of been avoided if somebody did proper quality assurance. Bro I hope you fix or get a replacement. I hate to see all that money go to waste.

[@marcels.1225]

Why is the x1c not better than the mk4? Why is the XL printing so slow?

[@Mitch3D]

This is a quality control issue for sure, but these JST-XH or JST-EH connectors have fragile pins, and they're quite exposed under the build plate. I can imagine this happening quite a bit more once these kits roll out.

[@arbjful]

We use a lot of these in our products, the wires need to be harnessed to something rigid, as the crimp connectors are not designed to withstand heavy loads

[@ulaB]

BTW Prusa does not send out sponsored units. Even Joel Telling and Thomas Sanladerer had to buy their own.

[@kerry848]

Already??

[@mikeu2206]

My bambu lab x1c had all its wires crimped

[@ArdjanVideo]

A cable can always break. It can look OK in manufacturing, but appear broken after shipping halfway across the world and some hours of printing. The question if you can repair it yourself is also OK, because sending a new cable is much more expensive than the cable itself. Just answer "No, I can't" and they will send you a new cable. I'd like to see such customer service from other companies...

[@NorwayVFX]

Literally every Chinese company I have dealt with have sent new parts same day no questions asked whenever there have been issues. Prusa sending a new part isn't something that should be considered a nice gesture, it's a no-brainer. They should have told him they are sending a new part and that he can try fixing it himself in the meanwhile if he wants to, not start by asking him to fix it himself.

[@liamthomas2032]

yeah sticking to my ender 5 pro. glad prusa finally acknowledged the drop bed supremacy.

[@harvindersingh7786]

I love your unboxing videos

[@awilliams1701]

They should be sending you a replacement. Not even bother asking you to fix it yourself. That's disapointing. I love prusa, but that's sad. I don't have the tools to fix that. I don't mind a week of downtime. But yeah that's not ok with me. Fortunately I'm very happy with my mk4 and mk3s+

[@XYZdude00]

Bro, how are you not going to talk about the Silence you have hanging on the wall there

[@grantdavis3195]

What is that strayven in the background

[@cowboybebop6968]

i see you like star wars did you buy them or 3d print them and can you do a vid on your toy collections

[@OmDeLaTara]

Prusa philosophy is to tinker with your machine. Just crimp the wire. Is so simple.

[@BeefIngot]

Buddy, this is a 3 thousand dollar machine. I think its fair to expect something more. We arent at hobbyist tinker fun levels any more. its all great that it can be, but at this level, the people buying are buying mostly for business needs. They likely would even prefer a closed source system if it meant they could just call someone and have the thing fixed in a jiff. (though Im not saying anyone prefers closed source of open in a bubble to be very clear).

[@LilApe]

@@BeefIngot Bambu X1 with AMS is over $1500 and they want you to do all the replacing of parts yourself. So what's the problem?

[@BeefIngot]

@@LilApe Adding a large accessory is is silly comparison, especially given that you didnt add all the accessories for the XL which would bring it way over. Secondly, Prusa charges a fat premium for that, and the price is aimed at businesses. The X1C is aimed at normal folks. Thirdly, If Prusa sent a module, I wouldn't actually complain all that much. Asking a customer to crimp cables is a bit daunting by comparison. Lastly, Bambulab actually usually response "you can either replace that module with a new module if you are comfortable, or ship the printer to a local processing center". So all around, many differences.

[@greysongutzmer2431]

Casually has a ton of UCS sets in the background lol

[@epykness]

you gotta make a vid when u get mando armor going

[@mrbmp09]

I never understood the appeal of Prusa.

[@lucianchapar]

So far this machine isn't even open source 🤡

[@BeefIngot]

Yea it's a bit weird. Even the Mk4 isn't yet afaik and they are increasingly spending development effort making the open source parts more difficult to reproduce almost as a form of DRM. Has always annoyed me.

[@Hanzedous]

It didn’t work.?”!! Maybe it is a visa issue. Idk maybe you needed to do the unboxing in a dark bathroom into a mirror.

[@TheZiiper011]

no one wants to talk about the wall o lightsabers? i wanna talk about the wall o lightsabers.

[@Tynted]

I gotta say I think the logic of "This is a $2500 product, therefore this mistake shouldn't happen" is not realistic. $30K cars, $100K CNC machines, and even the half-million dollar laboratory analyzers which I work with all have manufacturing flaws, very often stuff like this that is an extremely inexpensive part causing the problem. These things happen, and this is an understandable mistake as these products get more and more complicated to assemble. I do agree that customer service probably should have just dispatched that part quickly for you, but overall I think your perspective is understandably a bit clouded with the "I want my new shiny very expensive toy to work!" emotion, and calling this unacceptable is unfair to Prusa. This is the first batch of these they have shipped, for goodness sake!

[@ronsone8373]

Should have built a voron

[@Pep-Per-View]

Shoulda gotten a Mk4 instead Drac - The XL is a whole new printer paradigm for Prusa, since they've never done a CoreXY, bound to have some issues.

[@LordDraconical]

My Mk4 is on the table. :)

[@Pep-Per-View]

@@LordDraconical Guess I was distracted by your mug lmao but I'm floored Prusa Support was that useless. Definitely still think they're better than Ender or any other Chinese knock off 3D printer -

[@Bromo_Sexual]

Prusa XL sucks and everyone knows it. 😂

[@iluzonik]

Oh my god, not again. Mass manufacturing is a PAIN (just going through it). Good thing you're immortal and got the time and patience right?

[@Chilternflyer]

god that was hard work.

[@parkers3dprints]

It's definitely impressive with the amount of prusas you have. If I started over I would get prusas. Granted I got 4 X1C'S now... Also HI Drac -Sincerely Walmart Kid (Cam)

[@ChipPrints]

I recently got into 3d printing, and purchased my first printer last year. I looked into Prusa for my first printer but they seem to be outdated by todays standards. I ended up going with a FLSun v400, and building a full enclosure for it. I think it would be pretty hard to go to anything slower. Bambu Labs also seem to progressing the future of printers. 400mm/s is very doable for PLA with great results.