Bad Support Assistance

Bambu Lab H2 Series Troubleshooting
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So I see that for a product BL has good ratings on their Products as they are generally fantastic, and SOO Noob Friendly… Super easy to use and Generally Easy to work with and on.

BUT

their Support Ratings are SHEYET , and I discovered this personally this past 4 weeks.
I was having Trouble with z-wobble in my prints with a brand new printer. I did all the calibrations, troubleshooting steps, Maintenance steps, use ChatGPT and Youtube to do all the suggested ‘fixes’ and troubleshooting. Then ChatGPT found the problem in photos. I had a bent Z Screw Front right screw shows bent. So, I put in a ticket and described all my steps (calibration/Maintenance/Troubleshooting) and what was discovered by Chat AI analysis. all with photos. OH and this included that this was my SECOND printer and the lines do NOT show up on the First printer.

I received word immediately that reply would be delayed due to them being short staffed, adn after a few days, I received a standard, greeting we received your ticket and that

1. Z screws are not meant to be perfectly straight; there is no issue from the original photo.

2. They then recommend you take the following steps x, x, x, .. Basically all the steps I had already done.

I replied first that Bent Z-screws were actually cited by BL’s own AI chat as a possible issue for the lines, and their own troubleshooting webpages (also cited by their AI chatbot). I then asked if they even read my ticket, and explained i had already done all the steps they were suggesting, But I went ahead and did them again.

Their next reply was to send me a file to print, it was a hollow tilted column. I replied back that I would print it but it will not show lines since it was hollow. I explained I had accidently discovered this in my own testing, that without the infil there is just not enough movement on the bed to cause the lines.

AGAIN they did not read it as after I sent the pictures and RESTATED no line because of no infill their immediate reply was. Since there are no lines that must mean that “my file I was printing is bad that is why the lines show up”.

This time I replied, VERY Angrily, that I knew they were NOT Reading my replies and ticket history at this point because:

1. The file (my Original File) had been printed between two different printers and the lines only show on the one New printer

2. I had thoroughly cited all the steps I had done and they repeated telling me to calibrate, and maintenance steps again.

3. Also I included a bunch of photos which they did not look at because in their reply they stated something that was that I had already photographed and send to them.

4. they failed to read that I knew in advance their print test was going to fail, and in the reply stated why it failed.
I demanded that they Escalate my ticket and either get me the part ‘I wanted or a Refund’…

They replied claiming that it was going to be escalated but the next tech would want me to do the same testing again.

After Escalation they then sent me a new file this time a cube with multiple images on it and infil.. and Guess what…. LINES I was getting fed up.

I replied back with photos, here as you can see there are lines, can you stop arguing with me and send the EFFING parts I requested to fix my Printer…

Their next reply a request to send a video of the print bed being raised after hitting the home function. and to show pictures of all three of the z-screw bearings to make sure they were seated properly and check that the hot end was not bent in any way. Sent the pictures of the bearings, then all 4 sides of hot end on my desktop cutting pad and the Video of the home function.

They then tried to say the bed was crooked Also tried to blame my printer mods and the LED Lighting, which I had removed it all and the Light was a Lamp pointed down into the printer from a Shelf above.

I replied by using a level and filmed a video of the bed raising, showing the whole bed level the entire way up AND cited all my pictures sent to them showing the mods had been removed at the time of each printing they want me to do.

This next reply they tried by this point from all the BS they were having me do I was WELL after my 30 days for a return. And I got a reply about that and that they would have to go up the chain to get a refund approved. but in the meantime would I supply them with my Serial # (which is already in the Ticket DUH!) Mailing address, city, State, Region, order number, etc. etc. Also they stated “I can look into sending replacement parts, including the X axis assembly and extruder, this involves following the wiki to replace” - X-Axis WTF?!?!?!

So at this point I was so fed up, I did not reply for a few days… and I FIXED the Problem MYSELF - how?

I Ordered a broken Parts only printer from Ebay, and changed the z-axis screw from that printer to my new one and Voila Fixed….

TL:DR
BAMBU LABS TECH SUPPORT SUCKS BUTT FOR A NUMBER OF REASONS, NEAR TOTAL WASTE OF TIME….

1 Like
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Seems a bit frustrating. But one thing I can say in their defence is, they needed to perform the correct procedure because people make mistakes when self-diagnosing issues. Regardless of what people think the issue is, they can’t send out replacement parts if they haven’t had you test it correctly. Anyone can say I think X is broken, please send a replacement part, but there’s a risk that it wasn’t the broken part. Not to say your testing was bad, but other people self-diagnosing issues can make pretty silly mistakes.

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Because they have a script. I’ve learned this as well. They have no idea if you’ve really done them and will ask you to because they have to. Frustrating but is how it is.

My advice is to always use any AI as a guide post and not the map. AI is an effective tool to point you in a direction but I don’t feel it’s wise to rely on when doing repairs. BL or Chat GPT or whatever.

This will never help, only hinder your ticket. Support is following a script and need to follow steps. You’re expecting A from the test when they may be using it to point to B. Follow the steps and be courteous. There may be a language barrier that is at play to. Don’t colorize the issue. Just state clearly what is the result of whatever they’re asking you to do. By getting pissy and replying like that you are adding time back and forth and if it were me I’d personally push you to the bottom of my days work.

Here. You’re stating something they need to test. How do you know this is the last request they’ll make from you? Like I stated earlier, this could lead to B. Your Z screws are not set at the top and will handle some wobble. Support has to determine under somewhat controlled settings what is the wobble and is anything else contributing to it. They’re not interested in your “word”. They need to see their file printed.

See everything above.

Helps your case to label photos in some way. Again, I’ve been here somewhat recently. Support has the steps they must go through. You can help by clearly stating the problem leaving emotion out of it, providing 1-3 photos or a video. Flooding with photos will actually slow your ticket as they must be analyzed (so to speak) by whomever is handling your ticket.

When your troubleshooting it’s not good practice to pre-determine the results. I’ve had something perform poorly for 4 tests in a row then be fine on the 5th. Or I’ve seen something I missed because I let emotion into my observations. They have no emotion and can examine their own print. It may confirm what you said, may not. They need to see themselves.

Demanded huh? Says a bit here.

Because you’ve been a PITA getting frustrated. In no way saying they are doing this on purpose but I would make you start over.

Jesus man. They’re trying to help you and you’re getting in the way on every step.

Here we go. You asked to be escalated and now have a tech that is looking at everything trying to narrow the problem down. You swear it’s the z rod, they are looking to see if it’s anything else. You want to fight them because you are swearing you know it’s right.
This is how I was behaving on my only ticket to cause issues. I had the defective part in hand and had sent detailed troubleshooting.
I had to go through the steps too. People ■■■■■ that Support is useless but fight them tooth and nail because they believe they know the machines better than the documentation Support is given, and the methods that they use.

The rest is just more of the same. At this point I’d say you probably have earned “Troubled Customer” status and are being forced to go through every return and replacement step because you’re such a PITA. Again, not saying it’s right, but I’d do it too. Maybe even refund in the “after received and may take 4-6 weeks processing” mood.

I feel I’m smarter than tech and got emotional. This took longer and now I’m big mad.

FIFY

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@FrustratedUser

I am sorry to hear you are experiencing issues with our customer support. Please send me a private message with your ticket ID and we will look into it, and do our best to assist.

When it comes to mods applied to the printer, it’s important to follow the suggestions from our team. We are receiving a lot of tickets where certain mods applied to the printer cause various problems. The team is simply suggesting to return the printer in its stock configuration to find a solution to your problem in the shortest time possible.

Considering the test mentioned in this thread was printed correctly, there is a high chance the problem could be related to slicer settings. But of course, there might be something else, and we can find out more once I get the ticket ID.

Looking forward to your message.
Thank you

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Aus meiner Sicht habe ich ich kein Problem mit dem Bambu Support, ganz im Gegenteil. Ich hatte vor kurzem, das erste mal nach 4 (!) Jahren, ein Hardware Problem. Mein neues, zweite AMS HT für meinen H2D meldete einen Abdichtungsfehler während der Trocknung. Ich habe ein Ticket gelöst und den Fehler beschrieben samt Foto upload. Innerhalb 1 Woche hatte ich das Ersatzteil und mein AMS HT funktioniert jetzt wie es soll. An der Stelle ein großes Dankeschön an den Bambu Support :clap:

Gruß aus Deutschland

From my perspective, I have absolutely no problem with Bambu support, quite the opposite. I recently had a hardware issue for the first time in four (!) years. My new, second AMS HT for my H2D reported a sealing error during the drying process. I submitted a ticket, described the problem, and uploaded a photo. Within a week, I had the replacement part, and my AMS HT is now working perfectly. A big thank you to Bambu support! :clap:

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Did you catch the end where I fixed the issue?
With a used Z-Axis Screw Assembly…

Also, I followed the steps when asked, and like for example, the ‘Prediagnoses’ I stated this is going to fail and why it is going to fail and then RAN the test and it failed, why did I run the test knowing it was going to fail, because it was the step asked for, it was also a complete waste of time, if they had just read the ticket and communicated with questions. You know, talked to me?

I know this as I am ALSO in Support professionally, and when a client says I already did all these steps I ASK ‘Explain all steps taken please’ and if they missed any then I suggest new ones. Otherwise we look at the next, steps. But I do not outright discount and ignore their previous work. And I SURE AS ■■■■ READ THE ENTIRE TEXT of the tickets and look at the attachments…

So - OK Bud, thanks for the reply…

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So did I, I “submitted a ticket, described the problem, and uploaded a photo.” and within a week i got told Run these test, Calibrations, Maintenance steps…. They completely ignored my photos and the steps explained

8

Sorry for your bad experience.

It’s mostly a result of the Chinese idea of tech support/customer relations being different than western expectations, it isn’t peculiar to Bambu Lab. Their support would seem perfectly normal to any Chinese person, in fact probably better than average.

We really need to put together a “support bill of rights” to try to communicate western expectations to Bambu Lab. I’ll start a list:

  1. Before asking any question of the customer or tasking them to collecting information, read EVERY OTHER ENTRY on the ticket to see if the same answer or information has already been provided.
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I had a somewhat similar support experience, except I felt they were trying to hard to fix my printer.

At one point in my comments I said, “It is working! I am going to do some more test prints and send photos.” (or something like that).

The next response was sending me a new X-axis to install… So, I thanked them but asked if they read my previous response, because the issue was fixed?

They had already sent me left heater. (The only thing that arrived was an empty bag stamped “contents not received”. Apparently they fell out.) But I didn’t need that. They sent a right heater and fan ducting. That fixed the problem.

So after all that, they still sent me more parts, then sent a return label to send them back.

10

So Update

For my Trouble I am getting two free Random spools of, I assume PLA, Filament