Hi all,
Just wanted to ask what everyone’s experience has been so far with help on the heat cable issue.
I logged a ticket as soon as the blog post came out but have not heard anything back at all.
Is that normal ?
Thank you all
T
I’m still waiting too, I submitted my ticket on Sunday (3 hours after blog went up) and haven’t heard anything either.
I’m actually still in my return window (printer arrived on 20th) and am seriously considering taking the £25 return shipping hit if I don’t hear back within the next two days.
Almost two and a half days since I filed my ticket. Still waiting for a reply…
I think they need to clone a couple of support dudes fast, because the number of A1 buyers wanting an answer is growing by the hour…
Thanks. So sounds like we are all in the same boat.
I got mine on the 18th so only been 7 days.
If I don’t hear anything in the next 2 days I am very much consider sending it back and paying extra for the P1s
I believe that BL’s return policy states that if you want to return a machine, it needs to be unused and in the original packaging. I got mine last friday, just long enough to start printing and opening a support case. If possible I would return it also I guess…
That’s my understanding too. I have asked the question in light of this safety concern if they would be willing to extract it. You never know. Will let you know how I get on
My experience has been OK. It seems like they reply 3AM EST-5AM EST but only 1 time. They didn’t reply to my last message, but hopefully I will hear something soon since I’m about to the point of jumping to the A1 to X1C since they offer to refund me.
Note I have one of the units that has a messed up cable.
I filed a ticket with picture as instructed fin the blog article and received response next day.
Bbl gave me a warrant claim number and information on how to change the bed (bbl wiki info). As compensation they will ship me a role of PLA basic.
I was also informed that my replacement heat bed would not arrive until mid February and I should stop using the printer.
I asked the question what happens if I choose a printer exchange because as a newbie to 3d printers I didn’t feel comfortable with the possible need for tramming procedure.
Answer. Yes it’s possible but it will take 2 to 3 months before I would receive my new printer.
I chose to do the repair myself.
Now I wait for tracking number.
So far so good. Very responsive. Usually within 24 hours.
I have two tickets in with Bambu support and have not heard back on either front. The first submitted on the 22nd, so 8 days without response and in that time my return window closed. My call back hasn’t been 3 days so I suppose we’ll see what happens.
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I initially filed a support ticket shortly after the recall post went up, and they responded after a couple of days. They haven’t responded to any of my subsequent messages. I understand that they must be flooded with tickets but they need to scale up their support for this.
100% agree that they must be flooded with tickets.
Do feel the pressure they must be under.
Hope we all get a response soon.
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When did they say this. From my understanding they been telling people now that even the heatbeds will be under the 2 to 3 month wait.
I submitted my ticket early Monday morning. No response yet.
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there are many people discounted for the A1 we have arrived at the moment of the refund and they no longer respond to the ticket and my A1 is stopped due to the cable problem
Bbl answer in my ticket.
“Please note that we are currently out of stock of the revised replacement A1 heatbed in the local warehouse,but they should be back in stock sometime around one month. The tracking number will be shared via this ticket once sent out“
[/quote]
That’s interesting. You’re the first one with a more or less recent answer. And also the info that there is already a revised heatbed. If it would be possible to get one in one month time, that would be good news.
2024-02-02 10:13:20
Dear Customer,
Following the recent release of our A1 heatbed cable issue blog, we have received numerous valuable suggestions from our customers. We will take into account the potential risk, user experience, and overall efficiency and other factors, and try to provide users with reasonable and satisfactory solutions. Your patience and understanding are sincerely appreciated as we work towards resolving this matter…
We extend our heartfelt apologies for the delay in responding to your submitted tickets. Please note that the final solution for your A1 case might undergo changes. Be assured that we will promptly inform you of any updates and share the final plan with you, enabling you to choose the best solution for your needs. Our team is actively engaged in the ongoing consideration of our plan, and we anticipate finalizing it soon. We are committed to working towards confirming the most suitable solution tailored to your requirements.
Your understanding during this period is highly valued, and we want to reassure you that, upon confirmation of our plan, we will promptly address your inquiries and provide the necessary information.
Once again, thank you for your patience and for being a valued customer of Bambu Lab. We are dedicated to resolving your inquiries as expeditiously as possible.
My answer
The solution is that you don’t take responsibility for a product with problems, first you say that you give the spare part then the replacement then the money now just wait we don’t know what while I have to keep the expenses printed, I think I will give bad publicity on social media and a class action against bambul lab
Greetings
First off let me say Bambu Labs is the one who put this notification out there. I don’t think they realized the extent of the issue until emails started pouring in. If there was something nefarious going on they would have kept it quiet.
Second this happened in the middle of Chinese New Year. So a lot of businesses were shut down for that. so responses would have been slow due to there inbox being blasted by users sending requests.
Now they do state that they will offer compensation for the user doing the repair. What exactly that will be is unclear at the moment. I don’t think they were ready for the amount of issues that were out there.
I have seen replacement heat beds available via 3rd parties. I might investigate that further if it looks like my printer will be down for an extended time. But pushing a bad narrative right now will not do any of us any good. Because this is a non open source printer we need the company to do well. This way our eco system for the A1 will be around. On the bright side this might open up a secondary market for parts.
I do think there is a possible repair for our existing cables. I just haven’t had time to look closely at how the wires connect to the bed.
Hang in there and give Bambu a chance
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So I’ve done a little investigation into the issue. It seems that the wires that control the heated bed are very stiff. That could be why they are failing, it looks like there is about 5 wires in the insulation. That also increases the stiffness.
A possible fix could be to go get silicone test lead wire rated at 600 volts or higher and then just disconnect the main power wires and leave the control wires hooked up for now. Then route the test lead wire to the connection points for the heater element. Test Lead wire is super flexible and can handle an extreme amount of flex cycles. I’ve used this same wire on all my other printers and haven’t had a failure yet.
I’m not saying for you to do this, this is merely a thought, because I know it’s not Bambu Approved and it’s dangerous to people not used to working on AC main power. Remember this is only a thought DO NOT do this.
Thanks
Mark