sorry, but I have to write this publicly because I’m really frustrated with the support right now.
I received my A1 a week ago and I already have an X1C.
I don’t like the A1 at all in terms of print quality, but that’s not the point.
Furthermore, I wanted to send the A1 back and exchange it for another X1C - for an additional charge, of course.
There’s a point for that in the support ticket.
I’ve been waiting 5 days for a response now. So far, nothing has happened, not even “we’re working on it” or anything like that.
I don’t need any kind of technical support where you have to clarify something first.
A simple “send us the printer to the following address and we’ll send out a new one for an additional charge”
Is that really the current status for a company that wants to expand its market presence?
I’m currently at the point where I don’t want to use Bambu anymore because I don’t want to find out what it’s like to have a “real” problem.
I now have the feeling that Bambu wants to let the two weeks pass so that I can’t send the printer back.
Did you check the return/exchange policy before you ordered the A1 to make sure it’s even an option? Doesn’t look like it is but maybe I missed something.
I checked and they accept returns in a 14 day window from when you receive the item. Were you inside or outside that window when you asked them about the exchange?
Inside that window and you can just return it subject to the conditions here (assuming you are in the US where these apply):
I totally agree h3li0, but it does look like there is a point about exchange in the screen grab he posted. But in the actual return policy no mention of exchange.
Part of what I edited out was that trying to do anything custom or complex pretty much guarantees delay by getting bumped up the chain until someone with authority to do something custom or complex gets it dumped in their lap.
Easier and faster to just follow the straightest line to getting things done - when you can.
Here you can see that it is theoretically possible.
I understand that it is better to return the A1 and wait for my refund to order the X1.
But is it Bambu’s policy to simply ignore a ticket and wait it out?
And that brings us to my actual statement.
You could write that you are dealing with the “problem” and that you have to check internally whether an exchange is possible.
You have to inform them within the 14 days, you did that.
They can’t wait out the clock.
You will have a return with a refund, then you buy the one want. The refund will also be unnecessarily delayed.
BL are massively incompetent in resolving any technical or support issue. Essentially, they are incompetent in doing anything other than design printers, anything business related is sheer nonsense.
Yeah, about that. They don’t seem to be very communicative. There can be long delays. Thankfully I’m not speaking from experience (no support tickets yet) but look around at some of the support topics here and you’ll see.
yeah i don’t think i saw that anywhere other than now on that help node, and given bambulab support response times, i wouldn’t want to overcomplicate returning for a refund is very likely to be a much faster and easier route to achieve your goal
Given this is an after sales support issue rather than a technical support issue, you should use the webchat, it also isn’t great and will likely fob you off with “create a ticket”, but sometimes they actually do the job.
Please take this in the spirit it is being offered, but I’ve never ever seen anyone reporting this type of exchange happening, ever, even if there is a ticket category for it. Honestly, I think that is just to triage the request, not an advertisement of their willingness to do it.
My advice is simply to order the X1 today from the store and return the A1 at their pace.
One note, the return policy doesn’t cover simple regret/changed my mind for opened product, only unopened product.
The live chat could be a better channel for requests like this.
But you sending in a support ticket is a good thing becasue it documents that you have tried to contact them within the return/exchange time window. I am sure that will be taken under consideration by BL if things get dragged out past the 14 day window.
A return may have restocking fee, check the policy. An exchange may be better. But again read the policy.
I’m so sorry for popping on your post but there doesn’t see there’s a moderator on this forum that I can PM as I’m a noobie trying to figure out how to post a new topic? I read the FAQ you have earn trust but I don’t understand how I do that? Would you pls be so kind as to how share how I might reach a moderator? Thank you!
returning for a refund is very likely to be a much faster and easier route to achieve your goal 