I know this sounds horrible but does anyone know anything about consumer law? Because if I buy a 1500 dollar product I expect to work properly. Not to be a paperweight after a firmware update. Its been over a week no response from my ticket I summited. This is absolutely ridicules why will no one from Bambu respond? I know they monitor these forums, and if they don’t why even have it can we get any response please???
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Same situation here. Last update is causing a lot of weird first layer issues, over extrusions in spots as well as lines within the prints. I’ve had a ticket in since the 31st.
In a situation like this i would normally just roll back the firmware to confirm that is my issue but that is currently a no-go.
I am guessing they are working through the holiday backlog?
I would agree but its not just during the holiday time, this is consistent with them. They keep saying for months that their working on the customer support to improve it yet nothing has changed.
Depending on where exactly you are located, there might be a national consumer protection legislation that applies to such cases. It’s worth googling for the existing national legislation, and perhaps even having a chat with a specialized lawyer (usually first hour of consultation is free of charge, but that also depend on the jurisdiction where the guy is practicing ).
If you’re located in the EU, then you are in luck as there are several options open to you to choose from (either individually or a combo of all of them):
- submit a complaint (with all supporting documentation, including any exchanges and unresolved tickets) to your national consumer protection agency, and they’ll follow on it, usually within 30 to 60 days (depending on their workload);
- file a complaint with either your national or with the European ombudsman (national would be usually faster, (though do keep in mind that Bambulab in Europe is established, registered and has it’s HQ in Germany, so EU consumer protection authorities will get involved anyway if you are living in another EU member state)
- discuss the matter with a specialized lawyer and decide whether to bring the European based Bambu establishment before your national court for breach of their contractual and regulatory obligations in relation with their post sales services towards their customers.
If you’re based in the EU, either of the above will require a bit of time to go through the required legal procedural steps, but you’re way better off using any or all of them combined, as these will provide you with strong protection of your consumer rights, including (if applicable) purchase refund, and, if applicable, the recovery of the costs or damages incurred, as well as any legal representation costs and fees.
Thanks for the Info I’m going to do some research into it. Also, I have a family friend that might be able to help out I don’t want it to go there but there’s very little options when the company won’t reply back at all. I see they can reply back to customers that are having logistic issues and ask customers to do surveys, but not help any of their customers that has technical issues.
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Did you manage to reach a resolution?