Mine said that too, but went to my cart to use it and worked fine
code was 20 alphanumeric long
If you had to pick two scenarios which one would you say is more logical?
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They are selling on false promises?
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They are trying to handle a ■■■■ ton of recalls and will get around to everyone and those staff are doing longer hours than normal?
They are sending out the vouchers - used mine yesterday
You say that they are handling a ton of recalls, but the mail I got when it was sent out clearly stated "After we receive the pictures, we will confirm the installation and promptly issue the discount code within 2 business days."
A few people of reported getting their codes in that 2 day window. Others, like myself are on the several week count-up (16 business days personally). If you cannot deliver what you promise, do not make that promise, period.
So they have confirmed your installation, but not sent the voucher?
In my case personally, no confirmation, no response what so ever.
Timeline is thus:
Feb 05 - me Confirm I want replacement heatbed
Feb 06 - Bambu Confirmation of this choice
Apr 15 - Bambu comments that replacement process started
Apr 16 - Bambu confirms shipping and includes tracking and directions for pictures
Apr 20 - Heatbed arrives
Apr 21 - me Heatbed installed and pictures added to ticket.
Apr 26 - me First addition asking for status on discount code
Apr 30 - me Second comment asking for status
May 02 - me Third comment asking for status
May 06 - me Fourth comment asking for status
So ask you can see from my timeline, once the heatbed was dispatched, Bambu completely stopped responding on my ticket, which is still labed as In Progress, so they know it is not completed.
25/4 added pics
Several unanswered qualities in between
8/5 email confirming voucher will be emailed
9/5 voucher arrived
So 14 days elapsed for me
You are having a similar experience to me so far albeit sounds like you have been waiting about 18 days so far at time of this message. I would guess you won’t need to wait much longer (mine is Australia)
Ps what is the difference between “stopped responding” and “completely stopped responding”
And how would I tell the difference between them.
My ticket is still marked as in progress too.
I wonder if they meant but didn’t convey:
You send pics, we take two weeks to verify/confirm, then update ticket to say it is confirmed and then within two days you will get the voucher.
Did others say they got the vouchers within two days of pics or two days of telling them it is confirmed, any others who have had voucher like me confirm? Might help others feel less stressed about emotional situation…
It’s 2 days after the confirmation, not after the pictures have been sent. But anyway, I don’t think it should take longer than 7 days from the time the pictures are sent until the voucher is received. Anything longer than that is unreasonable for the customer.
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That is a fair statement, but if you compare it to the Takata airbag debacle, we could consider ourselves lucky.
Personally, 7 days, 14 days does it really matter at the end of the day.
I am more glad that
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I received my voucher at all
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I got $120 USD ($192 AUD) which is not an insignificant gesture for doing a bit of work
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Bambu Labs is still in business.
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21 days.
21 Days and two open tickets to get the code.
Maybe just remove the ‘with 2 business days’ verbage from the email to prevent so much irritation in the users?
edit: 21 days to get the discount code. I realize that I was not very clear in that message
Good to hear.
I’m waiting too. Whenever you want, Bambulab.
Anyway, I understand this long time is annoying, after all the tima spent waiting for the sparepart, etc.
But, men, this is an amazing proof for the seriousness of Bambulab, the incredible amount of time and money spent, we have to say clearly, for some stupid who put the printer in the back and not on the side and damaged the cable.
If I’ve choose the Bambulab for the quality and speed, now I’ll keep it, and I’ll keep buying from them for the name and the thing they did, not only for the chit chat!
Great work, Bambulab, I’ll consider you the Apple of the 3D printing world.
Today is May 17th, still no heatbed nor and answer from 2 emails in the past 2 weeks. They have a great product but their service needs replacement and the team they have in place aren’t doing their job. I guess my next 4 printers are going to be Prussa. They have great service and a great machine. Sorry Bambu, snooze+loose
Finaly after 30 days i received my voucher codes. I sent them multiple emails i even opened a 2nd support ticket. Its only after i opened a 2nd suport ticket that they started responding again. But finaly its sorted 3 x vouchers received. I run a print farm with all bambu printers i do hope they resolve support lead times as it is very worrying when trying to run a business with their product.
I think it’s amazing that people still applaud Bambu when they’ve pretty much admitted that the printer was flawed beyond anyone damaging it by putting it on its’ side, etc. It’s pretty clear that the cable can fail under other circumstances.
As for the handling of the recall I think Bambu gets a grade of Fail for several reasons. Number one they clearly didn’t approach the recall from a solid legal position having failed to research any consumer protection laws in Europe or the United States. Failed to deal properly with any government agencies who have oversight on this type of product safety issue, just decided to handle it however they wanted basically.
They also fail on account of them clearly not being a big enough operation to have handled the sheer number of recalled printers and respond to customers in a timely manner. I’m waiting a month at this point since I’ve received any useful information from Bambu and I can’t get any response at all out of them.
Bottom line for you fans who think Bambu can do no wrong: I’m now at the FOUR MONTH mark on a printer that I owned for about 10 days before I was told it was unsalfe to use and to stop using it. Ridiculous.
If Bambu were still responsive on the support ticket side and IF they had other normal business practices such as live chat or a customer service telephone number I’d still be willing to wait but as that is not the case I’m left with no choice but to pursue this with my bank and with the Attorney General for the state where Bambu maintain their business presence. They’ve brought this on themselves. Oh, and I’ve filed a complaint with the Consumer Product Safety Commission.
Am I right in understanding that Bambu gave you the option to return the printer at the beginning of the recall for a full refund (+$80 credit) and you decided not to take it?
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Yes and, at the time, we were told to expect full repair by the end of March and it is now almost the end of MAY. I don’t understand the point of your question as having had the option to return it three months ago is meaningless: Bambu have not lived up to the timeframe that they gave us and have gone completely unresponsive. It’s not the customer’s problem that Bambu is understaffed. It’s not the customer’s problem that Bambu did not investigate the legal side of the repair question.
PS: it is a slap in the face that Bambu is now selling new A1 printers while they are unable to inform customers who have not received a new bed when their printer will be useful to them again. Absolutely disgusting.