I’ve been using AMS-HT for a couple months to dry filaments while printing parts for a commercial project - one of the main reasons for getting a 3D printer was to enhance a manufacturing operation. The parts are being printed from PA6-CF and PAHT-CF, which I run from AMS-HT.
The filament needs to stay around or below 10% relative humidity. And the AMS-HT does really well to dry the filament then keep it dry while printing. But recently one of my units started making a clicking sound at the back valve, which would throw an error indicating that the valve may be malfunctioning.
I reported the issue to customer support. At first they sent a new valve, which I installed and tested. Unfortunately, the issue persisted and I reported back to customer service. The response was that they would send out replacement boards. No hassle, no explanations, no blame… just a sincere effort to help me fix the issue. I’ve read some nasty comments about customer support and wanted to create some contrast on the contrary by sharing my experience.
Here’s part of a response that I got:
“Thank you for your reply, and we have received your information. Thank you for your feedback.I have already applied for a new AMS HT Power Board,AMS HT Mainboard and AMS HT Cable Pack (4-in-1) for you, and it should be processed and shipped shortly. Once our warehouse team dispatches the item, I will update you with the tracking number.”
I admit that the process does require some cooperation, patience, and a willingness to take on a bit of a challenge.
I’ve had nothing but positive experiences with BL customer support and shipping. They do their part to ensure I get the parts and information to ultimately keep my devices up and running. I appreciate your positive thread here. This site has quite enough individuals that choose to exist in the negative spaces. Thank you.
I used to work in a call center and managed 44 people trying to resolve technical problems for end users. Even when everyone spoke the same first language the problems always came down to communication.
I realize it can be frustrating, but you must ask why your experience is different from what most others experience. Based on some of your other posts, it seems like you are not starting at the beginning. You’re expecting a continuation of process from a previous point, and that’s not going to be very helpful with any support team, regardless of the company. We call that the police sketch problem. You’re expecting a sketch artist to create an accurate picture, but you’re not giving them all the information. You’re asking them to use a time machine to an event they weren’t present for and fill in the blanks.
Try starting again from the very beginning. Try to write it all down. If you can’t explain the problem on paper, it’s unlikely anyone else will be able to understand the problem either. In all honesty, in your other posts I have no idea what the problem is other than you’re frustrated and you no longer want to participate in the process.
While understandable, that provides no actionable pathway. Support can’t help if you don’t help support. Given that Bambu Labs has a great reputation for support and you’ve gone through multiple support techs, you might look inwards if you genuinely want to resolve the issue. Try to stow the frustration and start all over again and use your written descriptions of the technical issues as a script.
I don’t think the underlying problem is negative criticism. Every company and individual makes mistakes. It would be unrealistic to claim that Bambu is perfect.
The problem, as I see it, consists of three components:
Firstly, criticism is often expressed in an extremely emotional way, which is understandable but doesn’t help the argument.
Secondly, criticism is rarely backed up by facts, even though this is extremely easy to do in the digital age. Most people would probably be understanding if, for example, a package arrived weeks late.
Third: Frustration leads to a halt in efforts to solve the problem.
I’ve been on the forum for quite a while now, and I’ve noticed that criticism often lacks photos, facts and evidence. How many heated debates have there been where a dissatisfied customer hasn’t posted a single photo? More than I can count.
That’s why, since day one, I’ve been saying on the forum that there are two types of customer.
Those who are solution-oriented and work together to solve the problem. Post photos, provide evidence.
Customers who aren’t solution-oriented. They sabotage themselves by not posting photos and just writing rants.
Everyone has the right to be negative sometimes when Bambu makes a mistake; the question is always: Are they solution-oriented or not?
Unfortunately, every support representative has to deal with angry customers - that’s what they’re trained to do. I know this from my own years of experience. However, there is one thing that a support representative cannot handle: customers who are not solution-oriented.
If someone doesn’t want assistance and is just angry, even support can’t change that.
That’s why, as someone who has been in support for decades, I say: Criticize - even negatively - we (and Bambu Support certainly as well) can handle that, but not when someone refuses to cooperate.
Now that I’ve had and continue to have an issue with one of my five printers from them the h series I can only say that their concern for my problem is way down the ladder. Layer shift repeated solutions that I have done and some. So I put an XY belt system on and I still have a shift in the initial Y axis first layer doesn’t matter how many colors you change to This is the issue and I can’t see anything going on. Send pictures, described in detail and I’m waiting a response. The only work around is I can print a 0.4 layer in some color that makes the left head work first then the AMS system on the right. I guess if that’s what I have to do without an explanation that’s what I’ll do. So I’m glad you had such a positive experience
U1 printer, been very pleased with the results with exception to the orca/snapmaker slicer. Use Bambu slicer for some particulars then export the file.
So why would you post here, in a thread that is stating something positive? There are plenty of other negative complaint threads to vent in. The answer is obvious to most anyone that has read even a couple of threads on this site.
When one purchases a Mazda Miata and has issue upon issue with little assistance from the dealership for solving said issues, they tend to sell the car and purchase a different make and model. They don’t keep the lemon and hang out of Mazda forums venting their displeasures.
Normally, I wouldn’t pay much attention to a post like this, and I don’t mean to be disrespectful, but as you might have guessed, here’s the thing: didn’t you recently sing Bambu’s praises to the skies?
A quick tip: try to find a middle ground – don’t swing from one extreme to the other.
