As a former Prusa owner (and accused fan boy) my only experience with the famed Prusa tech support left me so upset that I will no longer recommend the brand. After waiting nearly two years for the highly anticipated XL I preordered, my $2,500 machine was DOA.
On paper, the 24/7 online support chat sounds great. In my experience, it was an extremely frustrating waste of time. The chat representative served as a middle man for the actual tech support minds that were only available during Czech business hours. This meant that any steps towards diagnosing my printer fault were delayed at least 24 hours or more depending on what day of the week it was.
Despite being told I would receive email follow ups for my case, they never were delivered and when I asked, I was told a more direct email address to communicate to the actual technicians was not available. This meant that I would have to follow up myself when I didn't hear back from them by starting a new online chat, waiting sometimes over an hour to even get a response, filling the online chat middle man in on my case all over again, and then trying to get to the bottom of my issue. This process would take HOURS out of my day and would get me nowhere, ending with a reassurance that I would get a response back within 48 hours this time...
After running through this tech support goose chase numerous times over the course of multiple weeks and getting no answers and being denied the part I was sure I would need to fix the machine, I gave up. I asked to initiate the return process on the half baked machine that was delivered over a year late and never was able to get past the initial calibration steps, let alone actually print. I packed it up and sent it back to Czech Republic and awaited their inspection so I could receive my refund.
Let me vent about the refund process now. Prusa clearly states that they do not refund shipping/customs fees. This meant that I lost almost $300 to return a $2,500 machine that to no fault of my own was bricked on arrival. I wasted many, many hours dealing with the slow and frustrating online tech support only to be given the runaround and no actual "support", then I got the pleasure of burning hundreds of dollars to ship the boat anchor back to them in order to hopefully receive a refund of my purchase price. So I waited, and I waited.
A full month went by after I shipped the printer back to them and I still hadn't received a refund or even notification that they were inspecting the machine. Once again, I had to engage with the clunky online chat to try to find out why I hadn't received a refund and when I could expect it. My unkind messages must have gotten to the right people, and I was finally refunded my money (minus shipping/customs fees...) and that was that, my horrible Prusa support experience was finally over.
Since then, my Prusa mk3s+ machines have been sold and I've upgraded with three Bambu Lab X1C machines, two of which have AMS units. I've logged over 2,200 print hours combined on these printers and I couldn't be happier. I've not needed to test the Bambu tech support yet, but I've read both good and bad experiences. Past issues with Prusa aside, I have no interest in the MK4 machine. There's nothing remotely interesting to me about another Prusa bedslinger that's just trying to keep up with a Bambu printer.
My recommendation lies firmly with a Bambu Lab machine.