I was really debating whether to post this or not, but I’d like to see how others experiences have gone.
First this is not intended to be a slam at Bambu. I have 3 Bambu printers — X1C, A1, and H2D — and I love all three of them. Not a day goes by that these machines don’t amaze me with how well they work, and I’ve had very few problems with any of them.
However…on the rare occasion when I do have problems with them, or I have customer service issues with their online stores, it’s a nightmare to deal with tech support and customer service.
Each time I’ve had a tech issue, it’s taken at least 2-3 days to get a response to the initial question, and those responses usually start out with them wanting order numbers from when I originally got my printer. Then it takes a few days more before they even start getting to the issue. And it seems that they go to great lengths to make sure they don’t have to send any replacement parts. I’ve had issues where I just gave up and bought the part because I got sick of dealing with them.
And the customer service for online store is worse. I’ve had lost packages that they want me to wait a month to replace, I had an issue where the refused to refund the tariff increase on my H2D because it delivered a day early, and other things — and Bambu basically tells me to pound sand. I’ve curtailed buying their filament because of the bad customer service.
In addition to my 3 Bambu printers, I have a Flashforge. I used to have the 5M Pro, but recently switched that for the new AD5X. Now these printers are no where near as good as the Bambu, and are a little more problem prone (although not a ton of issues with either I had…just more than Bambu). But to be expected since they’re not in the same price range.
However…Flashforge’s service and support are both impressive. 2 cases in point…. I had ordered a new set of nozzles from the Flashforge site for the new AD5X, but didn’t realize until after I ordered that they changed to a new heat sync and nozzle combo, any that they wouldn’t fit my printer. So I emailed customer support. In a week, I had not one but TWO new .4 nozzles with the new heat sync…both of which arrived a day before I got my nozzle set that I ordered. And they were free. No cost. They responded to my initial email within hours, and within a day had these new free nozzles on their way to me.
Then just last night I had an issue with the IFS (their version on an AMS). I sent a note to tech support at 12:30 AM, then went to bed. When I woke up at 6 AM, there was already a reply with instructions of what to do. And here’s the thing…if their instructions don’t resolve the problem, I know they will have a new IFS to me in a week.
I wish Bambu could adopt Flashforge’s service methods, or Flashforge could adopt Bambu’s engineering and production…in either case it would be the perfect company.
Just curious what everyone else is experiencing…