Complaint about my Prusa XL - My experience with Prusa Support

I pre-ordered the Prusa XL with 2 tool heads on the first day of the launch. Almost 2 years later, I was one of the first to receive the printer.

Foreword

In this article I would like to share my experiences with the Prusa XL. Even if I point out some problems below, the Prusa XL is for me a very good printer that is currently unrivaled in its price range thanks to its sophisticated tool changer.

Initial problems with the Prusa XL

In the beginning I had some problems with the Prusa XL, which is why I was quite dissatisfied with it.

1. Multicolor prints had some impurities
2. Lots of stringing
3. Left Z-spindle ran very unevenly
4. No Estep calibration of the individual extruders possible

Especially with multicolor printing. But most of it was firmware based. I wasn't sure at the time whether I wanted to keep the printer...

Lots of stringing and soiling

The problem was solved in several places. Firstly, the Prusa XL is very sensitive to moisture in the filament. Therefore, drying all filaments on the XL is really necessary to prevent stringing. It is also very important to Correctly adjust the nozzle seals for the parked tool heads.

Non-circular Z-spindle

The left Z-spindle was running very unevenly. I also contacted Prusa support about this. However, they said this was completely normal and within the tolerance range. So I "forgot" about it for the time being. More on this later 😉

E-step calibration and limited EEPROM

I have also discovered that it is not possible to change values via the Octoprint terminal or Pronterface with M500 on the EEPROM to save. It is therefore not possible to permanently save settings there. These are reset after a restart. You would then have had to create a custom firmware. But to install this, you would have to jailbreak the Buddy board, which would have invalidated the warranty. So I also "forgot" about this for the time being. However, Prusa announced at the presentation of the Prusa Core One printer that breaking the seal on the Buddy Board no longer leads to the loss of the guarantee.

I would like to carry out a separate E-Step calibration for all die heads, as the steppers do not extrude the same amount compared to each other. (More about E-Step calibration) To save a separate E-step value for each tool, the following parameter must be activated in the printer firmware:

"DISTINCT_E_FACTORS" 

Although there is the option of using the "Experimental menu" to enter a separate E-Step value. But only one value for all tool heads... I have already contacted the support team several times and also posted an article in Github but unfortunately this has so far gone unnoticed.

The Prusa XL has proven itself

After a few months, however, the most important problems were solved and the printer produced good prints. Functions such as Input Shaper, Pressure Advance and Phase Stepping made the printer much better and faster. From that point on, I was quite happy with the printer. I then also upgraded to 5 tool heads in 2024.

Further problems with the Prusa XL

Unfortunately, there were further problems at the end of 2024 which I discussed with Prusa support. They then said that it would be better to send the printer back to Prusa for inspection. The following problems were found:

1. Both Z-spindles run out of round. The left one significantly more. This results in artifacts in the print image.
2. Several belt idler pulleys squeak.
3. The belt tension cannot be adjusted evenly, which means that the left and right sides are not evenly aligned. I have approx. 77Hz on the left and 85Hz on the right. There is a 2mm gap at the front right. There is no gap on the left
4. My Satin printing plate was damaged by a tool crash. (Error in the firmware?! BFW-6259) https://github.com/prusa3d/Prusa-Firmware-Buddy/issues/4337

I have taken pictures and videos, which I have also forwarded to Prusa Support. You can view them here: https://drive.google.com/drive/folders/1Wfqnj6k0Hxw1biUKcDIzJkP_tR2lbEfg

The return shipment

Prusa then quickly sent me a shipping package for the return shipment. Packing the printer was quite simple and straightforward. Prusa also provides good instructions for this: https://help.prusa3d.com/guide/packing-the-xl-multi-tool-for-return-original-packing-material_510169

Prusa also provides you with a PDF form that you have to fill out:

The packaging process must be documented with photos. The photos must then be forwarded to the support team. These will then be checked for accuracy and only then will you receive a shipping label. The printer will then be collected from the specified address on the agreed date.

This is what it looks like when packed. Wrap the package in cling film to protect it from moisture. You should also stick "Handle with care" labels on it.

The printer was collected the very next day and three days later it was back at Prusa.

Initial diagnosis of Prusa

2.5 weeks later, I received the following feedback from Prusa Support:

My Prusa XL has now been checked and the repair will now begin.

The repair is complete

20 days later, I receive feedback from support. The repair is now complete. I also received this log:

I couldn't see from the log exactly what had been replaced. When I asked, I found out that the Z-motors and the belts with idler pulleys had been replaced.

I was also told that I should recalibrate the printer after receiving it. This should always be done after such a transport.

I have also ordered a couple of items from the Prusa store, which will be sent to me free of charge with the printer. The return shipment should take place in the next few days.

Now I'm waiting for the shipping confirmation. I'll keep you up to date here 🙂