u/Poolguard

I want to preface this by saying: I fully understood there was a lead time when I ordered my Core One L on April 7th.

At the time, the quoted lead time was 4–5 weeks, and I accepted that. It was tight for my needs, but Prusa’s reputation for quality, reliability, and customer support is ultimately why I chose to spend the extra money and order from them instead of going with another option.

Honestly, the first concern came during the ordering process itself.

The website was still displaying the old lower price, but support informed me they would not honor it because “the website was wrong.” The support rep even acknowledged the pricing on the site had not yet been updated and said he would notify their web team. Not a great start, but I still moved forward because I trusted the company behind the product.

Then I waited.

At the 5-week mark, I had received no updates at all. No delay notice, no status email, nothing. On May 13th, I reached out to support and was told they were sorry, but that the printer would “100% ship next week.” They also mentioned they would request expedited shipping due to the delay.

Another week passed.

Today, May 20th, I contacted support again and was told “hopefully” by the end of next week. That now puts the timeline close to 8 weeks from the original order date.

To be clear: delays happen. I run a business myself. Manufacturing delays, supply chain issues, and unexpected production problems are real things. I’m not upset simply because a product is late.

What has frustrated me is the complete lack of proactive communication and the inability to get any meaningful resolution once delays started stacking up.

Today’s interaction especially left a bad taste:

• I was told I could not speak with a supervisor.
• I was directed to email info@prusa3d.com, which appears to just route back into general support.
• I was offered a free spool of filament for the inconvenience.

I appreciate the gesture, but when a machine this expensive is delayed weeks beyond the original estimate — and when that machine was purchased for business use — a single spool of filament feels more symbolic than genuinely helpful.

I asked whether expedited FedEx shipping could be provided once it ships — no.
I asked whether there was any more substantial accommodation available considering the delay — no.
I asked whether I could escalate the issue to management — also no.

What’s difficult for me to reconcile is that Prusa is constantly described as:

• the gold standard for support
• the most customer-focused company in 3D printing
• the premium option worth paying extra for

But this experience has honestly felt very different from that reputation.

Again, I’m not angry that delays happened. I’m frustrated because the communication has consistently been reactive instead of proactive, timelines have repeatedly slipped, and there seems to be no real path for escalation or resolution beyond “hopefully next week.”

For those of you who have dealt with delayed Prusa orders before:

• Is this normal?
• Did your printer eventually just suddenly ship?
• Is there a better way to escalate issues with Prusa?
• Would you continue waiting at this point, or start looking at alternatives?

I genuinely want to hear from people who have had similar experiences, because right now I’m struggling to understand how this lines up with the reputation they’ve built in the community.