An open letter about my experience with Bambluab Customer Support

[Christian_Huber]

I see a lot of people talk about the Bambulab Support being bad or having really bad experience with them, so i wanted to share my storys with the support team the good and the bad ones.

1. When i bought my first AMS 2 Pro the white LED on the 4th feeding unit was dead on arrival sadly, after a few messages and some troubleshooting i got send a new feeder, sadly in the process i slightly broke a connector of a cable, everything was still working perfectly, just to be sure i explained what happened to the support and i was send a whole cable pack set of 6 different cables that are in the AMS 2 Pro, also free of charge.

2. When i bought my P2S i also bought a smooth build plate with it since i prefer to have that one when printing cosplays and as People know, there are 2 versions of that build plate (the difference being that the newer one has the QR code for the P2S and newer system to check the build plate. When it arrived i kept getting error messages that the build plate was not detected, turns out i was send the first gen build plate, contacting support about this topic turned into a bit of a nightmare, they tried to make me believe that only the texture plate would have a second gen version (the Wiki says 3) and they were really stuck on that answer, after a few days i was almost about to loose it, but then i noticed the difference in the build plates and was able to proof to them that the first generation was sent to me. i got send the new version and as compensation they told me that i can keep the other build plate aswell.

3. For some unknown reason when i cleaned my printer a silicon part fell off my hotend assembly, after talking to bambulab it was confirmed that the silicon part was part of the heating assembly holding the cable in place, after a bit of back and forth i was able to get a replacement assembly, after replacing the Hotend i had slightly damaged the rear housing clips and the fan clip, both were perfectly functional, they passed every test, just had a bit of cosmetic damage. i explained that to them (mostly for the hotend fan to make sure that it would not resault in a short or something, i woke up to a message from the support, that they are sending me a new rear end housing and a new hotend cooling fan which i was really thankful for and really surprised aswell.

not everything goes perfect i know that but overall i really am Happy with the Support they provide ^^

[Bullocks]

Nice to hear the good experience

Your comment about “generations” of the build plate is interesting to me, what do you notice between the two? Can I trouble you for a picture comparison, if the plate’s surface material is significantly different?

[Christian_Huber]

the first picture shows the first gen build plate and the sedond picture is the second gen

size and material are all the same, the only difference is the green marked mini qr code the the P2S Camera can read

[Mason49]

I personally really appreciate you doing this. It seems that for newer people, this forum is really a deterrent for them for the reasons that only negative stuff really gets posted about. Thanks bro

[JK12]

My experience with BL support started positively. My 2 week old X2D was throwing bed/heater faults.

They sent a bunch of new parts which didn’t fix the problems. At this point I was frustrated, but patient.

But after this Bambu dropped the ball. They went around in circles. Seemingly like it was a new support assistant each time, that hadn’t read anything about the fault history. It was like talking to Dory from Finding Nemo.

Once I explained that I was not going to disassemble the machine for the 6th time to replace the same parts again or take a heap of measurements with a multimeter, they just plain ghosted me for a couple of weeks.

They after I sent multiple messages expressing my dismay, then wanted me to send the machine back for them to inspect, and repair/replace.

At this point I just didn’t have that time or energy to pack the machine up, wait, and maybe recieve a machine back and have to set it all up again, losing at least another month as I needed the machine for product development.

In the end I found the (intermittent electrical fault) and fixed it myself. Bambu support’s tech knowledge is just hopeless. I’d even suggested that it was a wiring issue, and they agreed to send me a new wiring harness. Then they just changed their mind and didn’t do anything at all.

I kicked up a stink and they offered me a free ‘Random Color PLA refill’. I was frank and said that is not helpful, maybe just credit that amount to my account. Not that that was going to be much help either.

And for whatever reason they credited me a coupon, approx 1/3 the value of a PLA refill. I saw that as a kick in the nuts, so I asked them what’s up. Eventually they sent another coupon which (in total) still didn’t add up to one roll of PLA. Why even bother? Why waste my time?

I was so amazed at how rubbish their support was, that I sat back for a couple of weeks while I decided whether I wanted to purchase an AMS HT and another bambu machine, or to make do until Creality releases their KliTek machine.

I decided to start by ordering an AMS HT. Only to find their ‘split’ coupons had to be used on separate orders.

I messaged them about it. They said I could only use one coupon per order…even though it was their screw up.

I know it’s not much money, and it’s not even about the money. It’s about the principle.

And frankly, BAMBU LAB, as a company, DO NOT HAVE PRINCIPLE.

I had a faulty machine for nearly 2 months. Bambu made me do all my own diagnostics with a multimeter, and they were hopeless, so I had to fix it myself.