Hello,
I have found your ticket, and you are right.
Please accept my apologies for the misunderstanding. We will proceed with the return of the camera as my colleague confirmed.
Thanks
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@BambuLab just like to give you my feedback on the new support platform.
I’ve bought my first x1c with AMS and a some extra accessories and consumables.
For some reason, my delivery and tax address didn’t show up entirely, (the address 2 field,) was omitted, even if I put all the info in addresses 1 field.
I’ve tried, several times, to change it when in the process of finalizing the purchase, but always without success, but with successful submission. The second part of the address was there, but didn’t showed up on the order resume.
Contacted the costumer support, 9 and 10 of July 2023, no reply… Without reply I’ve take the chance, with great risk, and bought all items.
The items did arrive to Portugal, but not to my address, the address was, of course, incomplete.
To make things worst, Here in Portugal the DHL service is considered very bad, t since the address was incomplete they deposit the items on one of their pickup points, far from home, and in this case, heavy and volume, no one contacted me, and I gave my phone number. I’ve manage, to go there, at my cost with a back injury and bring it home… not good 
Regarding the bambu support team, contacted me days after I’ve picked up the printer, letting me know that DHL will contact me if they have any problems.
That was a very slow reaction time. Not good.
Now I have my printer and an herniated spine disk.
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I guess we will see how this goes, I was just told by UPS my P1S has been lost and I had to put a claim in with UPS to find it or declared lost. I have written a message to Bambu about 15 min ago so lets see how long their response time is, at this time its 12:53am on Saturday in China so Im guessing I will get a Email by August?
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The contract with UPS is with Bambu Labs, not you, you need BL to sort it, you can do a chargeback with your bank
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It’s fun seeing others experiencing the same issue. UPS lost my X-1 Carbon Combo and I’ve been trying to get a response from Bambu Lab since 7/14.
@BambuLab Any chance I get a response? haha
Thats ruff, I have nothing but great things to say about Bambu, so lets see how this shakes out…sadly if I was given an option to choose the carrier I would have gone with UPS they have never let me down before…till now.
Unfortunately DHL decided to sent back my ordered P1S by their own.
They cant tell me what exactly went wrong.
I already contacted Bambu Lab support two days ago and i did not receive an answer until now.
I hope i can get my money soon or they can just resend me this or another P1S…
My P1S showed up today, now time to do a few test prints.
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I placed an order for an X1 printer, filaments, spare parts bundles for X1 and AMS, spare plates etc on 7th July. Printer arrived in 3 days but not the rest. Finally found the rest of my order had been returned to Bambulabs so tried to contact them. Its now been almost 3 weeks and I have sent 3 tickets into this new system - but sadly I have heard nothing from Bambulabs customer support and still have not received all the parts of my original order. This was almost £200 of extras in this order - what do I do ?
Ciprian,
Appreciate you must be getting a lot of tickets with new releases etc. but come on… I have been waiting almost 15 days for a reply and nothing from customer support - I am still missing parts of my first order despite receiving later orders promptly and have had no response to my tickets asking where it all is. Your printers are great - but competition is increasing - you need to start looking after your existing customers better or they will leave and people will stop buying your great printers.
15 days… try 21 days. Ticket open NO REPLIES to them (I try each day) Ciprian has been great for me, but now I feel let down. They have my money, but customer support stinks.
Been with Prusa for past 3 years now and NEVER had a problem with customer support. Thought I would go for BL printer and STILL WAITING…
At 66yrs old and bought loads over the years I have NEVER had to chase my money, but will ask my bank to intervene next month, if I have not at least had a reply to my ticket.
I myself contacted Bambu about my P1S “being lost” while shipping to me. This is what UPS told me so I Emailed Bambu right away, then a few days later it showed up on my door step. That right there is a waste of support’s time…I couldnt imagine how many people have had similar issues that is just clogging up their already behind support. All UPS did was add one more useless Email and put someone with a real issue even further back in line.
You’re very lucky. I have heard nothing from them!!!
Extra stuff that I ordered arrived 13th July. So PI55ED off. Perhaps if Ciprian is reading this he could again help me…
We discussed via Private Message about your situation, and I also explained the delay.
I am sorry about it, but there is no faster way to solve it.
Our colleagues will get in touch with you as soon as there’s info available.
Thanks for understanding.
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`Sir, again I thank you, but you have NOT explained the delay. No one has explained the delay from the 7th July and now DHL state IT IS LOST
I know your/BL as busy, but NO ONE has explained why the delay.
All I want is my printer - the extras I paid for have arrived, sitting here in a box ready.
The delivery is handled by external companies. In this case DHL.
When some issue occurs, we also need to get in touch with them to find out more about what happened and find a solution as soon as possible.
But there are situations where there are further delays which are beyond our control and we have no way to speed things up further.
With that said, our team is doing their best to solve every problem as soon as possible. And I believe you have already received an update to your ticket.
What helps is to avoid opening multiple duplicate tickets as it will further delay our resolution time.
Again, I apologize to everyone who might have a slower resolution time. We are doing our best to solve all the problems as soon as possible.
Our goal is to make sure our customers are happy and we strive to do better every day.
Thanks for understanding
Ciprian
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Ciprian, again thank you personally for at least a sort of update, however The only update I have received to date is on 24th - it reads:
Dear user,
Thank you for contacting the Bambu support team, and I apologize for the late reply due to a high volume of the request.
My logistics team is looking into the case, I will get back to you once I have any update.
Regards,
Rose
Bambu lab support team
I have not opened multiple tickets. I have sent the required information to BL from DHL showing it’s lost, so do not understand why BL have not sent out rightaway a replacement printer whilst you/BL reclaim from DHL your item and NOT keep me waiting weeks for my printer.
How would you like it if I held onto €1500.00+ belonging to you for nearly 4 weeks without some sort of update…
Again Ciprian, I fully understand this is not your fault and again cannot thank you enough for looking into it for me.
John
I will send you a PM with the info, as it’s private.
A solution has been proposed
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@BrotherC seems like he never received what he paid for and dhl said its lost. Thats all the info you should need in order to ship another one out. Insure your shipping so you dont have to worry.
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The platform for your support was not the root cause of your customer service issues - it is very clearly just an issue of understaffing. Hire more staff to support your growing and increasingly angry client base.