The live chat is working as expected during work hours. But it is currently under high pressure and it can take longer for someone to answer.
Our team is working on solving this problem too.
This is the screen me and others face when trying to open the live chat. Its obviously not working (at least in Chrome and Microsoft Edge)ā¦
Can you at least give us some information about the stock situation. Is the stock count wrong? Is for example A1 in stock as it claims on the website? I have a hard time believing that you are so understaffed, if you are able to send out the filament almost two weeks ago, but yet not the printer! Should not all customersā orders be handled around the same time?
Transparency is key here, just look how the trust pilot reviews has taken a hard hit due to not being able to respond to people.
2 Likes
This occurs due to the increase number of request for the Chat system.
It is being worked on and should be solved soon. Until then, we recommend opening a support ticket.
Stock information is reflected on the website, in each region.
The orders are still being processed for delivery. As mentioned, there has been significant increase of orders in this period, and it takes some time to process all orders.
Coupled with some delays in the shipping process, it results in longer delays than we would like.
Our team is doing their best to ship every order in the shortest time possible.
Thank you for clarification!
The support tickets were not useful in my case. I got identical responses on Dec 5th and Dec 11th. It would help if the customer support at least includes some order details in the response instead of copy/pasting the same message to everyone. Getting those mass-messages is not the reason I opened a support ticket because I could also find this information in the forumā¦
3 Likes
I assure you that if clear information would be available, our colleagues would provide it.
Everyone is working hard on this, but it is not always possible to give clear details as we might also not have it available due to the other issues mentioned in the post.
All we can do now is to continue to process the orders, and offer order cancelations for customers who are unable to wait for a longer period.
We appreciate everyoneās understanding and patience.
3 Likes
But will it be the same exact situation next sale?
I hope this answers your question
In my ticket, you write that it is not possible to cancel because the package has already been sent. But thatās not true, it has only been announced to DPD, not sent. Why donāt you accept the cancellation to make room for the waiting customers?
Kind regards
3 Likes
Do you have any kind of forecast when you will be able to complete all of the orders from Black Friday, or is the 5-10 days just taken from thin air? (Myself has waited does days, but no movement of the package still).
1 Like
Heard similar stories of others, Bambu told me the package had been processed last Tuesday and expected to leave the warehouse any moment, but still no movement.
If the package has been already processed, it is not possible to cancel the order.
If it would be possible, our team would have done it.
Please note that the tracking number can take longer to get updated, so this is why it might look like it was not already prepared, in certain cases.
So this isnāt really true than, that you can cancel instead of waiting?
2 Likes
It is true for the orders that have not been already processed. If they are already processed then the only way we can cancel the order and refund is after the package has been returned to us.
The best way to get clear information in each situation is to contact our team with a ticket, as explained above. They will be able to answer accurately, depending on a case by case basis.
So if I understand correctly, the whole order is ready packed at the loading ramp, but no truck from the shipping company comes by and picks it up?
Or how is this to be understood, just explain openly and precisely what is not working, only then can we understand the situation.
1 Like
I am sorry, but I do not know your particular situation about the order.
There can be different situations in various regions.
Once there is new information about it, the tracking number will be updated.
Yeah this is getting frustratingā¦
I ordered a new printer, 8 spools of filament and a nozzle on the 2nd with the intention of making some things for Christmas. All āin stockā and saying ā3 days to deliverā. Which even if it took 5 days, thatās fine for an order from Germany and well within a good time frame for my objective.
Today is the 12th, nothing arrived, most of it is still saying that they got the āeletronical informationā or whatever, only the printer went past that and is still saying it is at their export center in Germanyā¦ Took it 5 days to get to that stage and that was on the 8th, still not here.
Iām sorry, but I could have taken a bike to your warehouse and back in this timeframe.
I make orders online almost every day that come from Germany, Italy, Romania and I get them 2, 3, some times 4 days after the order.
If you didnāt lie to me and say it was 3 days I would have just spent my money on another brand.
If I donāt have my printer and at least the 4 spools that were on the same order by Monday I want my money back. Iām not accepting any packages, and Iām not paying for no return shipment you can be sure of that. Over 10 days to ship something from Germany isnāt acceptable. Iāve literally shipped things from China in that time.
3 Likes
Is it possible to provide a bit more information about the situation in the German warehouse? I ordered a P1s and filament on November 30, but DPD has only received a digital notification so far. Are the orders processed in the order they are received, or is it such a chaos that this is not possible either?
1 Like