Around five weeks ago, one of my Prusa XL's bearings failed and I contacted Prusa support. After hearing literally only positive things about them, I was honestly curious whether the support would be THAT second-to-none good. And yes, I had a great talk with a competent person and we agreed to swap a few parts, which should probably solve the issue. I got a confirmation that the parts are kinda on the way and that I would get more details on the shipment "in the next days".
That was five WEEKS ago. Since then, I've contacted support a couple of times to get an update on the parts. Every time it was a nice "oh, we are sorry... don't know what takes so long... logistics... BUT the parts will be on the way in a few days".
More days and weeks passed, as did one of the hotend thermistors, which then put my printer completely out of order a week ago. Same procedure:
"Hi, I have a problem with... also, I've been waiting for my parts, or AT LEAST an update, for like a month."
"Oh, sorry to hear that... sure, let me see, hmm, will be on the way in the next days."
(SpongeBob narrator: "A few days later")
No parts, no update, no printer, but a nasty uni thesis deadline for which I kinda needed (and need, lol) a printer. So same chat again.
"Hi, it's getting frustrating..."
"Oh, sorry to hear that... sure, let me see, hmm, I see it's been a while."
"You don't say..."
"I will get back to you later today via mail with an update."
(SpongeBob narrator: "Later today")
Nothing.
And it really begins to absolutely bother me. That's literally a 5 grand printer with the enclosure, less than 2 years old. When my 250 EUR Bambu A1 broke, before I replaced it with the XL, it took two days to ship the parts and 2–3 days for them to arrive. Without days of begging, reminding, etc. Is this considered "usual"? Or am I just too impatient?
Also, it really bothers me to do the "Karen wants to speak to the community manager" move, but honestly, I literally cannot afford (time- and money-wise) to have a 40 kg brick in my living room that should kinda do university stuff for me. I mean, it's not a machine that has been out of warranty for 5 years or so. It's literally a warranty claim (or now two).
Also, don't get me wrong, I enjoy using the XL more than any of the like 5 printers I've had in the last few years, and I fully support Prusa as a company. But I would just be thankful to have the printer working again. Colleagues were kinda surprised, since usually (at least when they had problems a few years ago) the issues were solved kinda instantly. Selling the XL and switching back to Bambu Lab is also an option, but I'm not really considering it at this point, since the XL was a long-term dream of mine. But if it's not possible to fix minor technical stuff under warranty in less than a month, I'd probably be better off selling it before something more important fails at some point.
So yeah... any help would be appreciated. Or any hints on how to contact Prusa in a way that actually leads to progress. Or maybe someone from Prusa support sees this and has an idea of what went wrong here.