I’m writing about their procedures and how they organised own logistics using third party warehouses and handling of shipping (from what we observed in the past). Not what’s possible at shipping companies like UPS.
And yes - their customer service is known weak point. For months.
Hello i dont know where should i write this but i cant get in contact with bambu.
I ordered P1S but after theyve send the package some things came out and couldn’t afford it no more so i wrote to them that i dont want to accept the shipment. They said that i should do that, but that i will be charged 30euro(i knew that and that’s okay with me) but the problem is that after refusing the package it was sent back to bambu but it wasn’t delivered to Germany but out of nowhere to Poznan. Now i dont know what to do because i dont have tracking from DHL and bambu isn’t answering so im worried that it is lost. My order number is EN4219155861. If anyone is able to help i will be thankful.
i think you might have a similar problem as me because i also wanted to return it while it still was in their magazine but they said that it wasnt possible. When the package will come dont let the courier return it by himself and do it by yourself with the right adress of their magazine.
Apparently the universe intervened when I tried to order the X1 and accidentally ordered the P1S and it turns out, the P1S may be all I need. Touch screen yeah but really all I wanted is the high speed, ability for ABS enclosure and the Bambu Studio with built in camera. I guess I’m going to keep the thing. But I hope they change the LAN mode to not disable features like the mobile app and web cam, if you don’t want to send data through their servers. Bambu should still get some customer service up and running to actually talk to people. If they just explained to me by checking to make sure I got the right one for what I want to do it would’ve been all good.
Anyone else had their printer turned around mid shipment due to damages?
My P1S arrived in state Monday and was turned around and send back to CA due to damages. I’m guessing it was either destroyed or had another package leak all over it.
I reached out to Bambu Labs on Monday and so far all I’ve heard back from them via email is a request for me to not submit duplicate tickets on my issue (accident on my part) and a vague garbage email saying they would refer my issue to the “reship department”.
As of yesterday my package is back in CA and should be returned to them today, and still no word on when/if they’ll ever ship a new one.
The lack of communication makes me want to cancel my order all together but I’m hyped for the actual product.
The down side to this is the slow respponse time to tickets. Perhaps priority can be given to tickets created by those wiht relatively new mahcines.
6 months later, and the process is still slow. This is a hard hit to take for a $1500 printer that is only 3.5 months old. Following your troubleshooting, the AP board is bad.
A bad AP board sounds like it would require a total printer replacement. Not an easy swap out I am assuming.
The actual swap isn’t too complicated, other than the ribbon cable being glued as a strain relief.
The fact that you have to contact support after to have the serial number updated is the big hit to this being a simple process. No idea how quick support is to respond to that issue.
Thank you for the information. Fingers crossed that things happen in a timely(ish) manner.
Customer support on the shop side is horrendous, you get left for 1-5 days between responses, been over 30 days now and counting and I still do not have 3 of my orders that where in-stock items along they keeping shipping my items USPS and USPS does not deliver to my address in my location up here in Alaska, I have voiced this to them numerous times and they acknowledge it but still keep shipping USPS.
Bambu needs to hire more people for support and maybe work on internal communication because this is back and forth game going in circles is getting old of yeah we can do that then they dont.
Product is fantastic when you get it, but yes Bambu Customer service hot garbage.
When I made the decision to buy an X1C I should have done my homework, My Bad!! (no phone or chat support)
Agreed, customer support is an EPIC FAIL!. Waiting for responses and the hoops they are asking me jump thru to supply information they already have is frustrating because I have already told them what they need to know.
I’m not their tech. Bambu Labs does not pay me to fix this appliance. Just like my apple computers, I have the skill to repair but I expect them to just work and for the most part the hardware works. In the case of my X1C, I started to have connectivity issues after 4 days of operation. This is a classic infant mortality issue which, anyone skilled in the art understand this. Its not a router or an antenna issue because it worked then its not. Saying it’s an antenna issue (patch antenna, cable and connector) is frankly nuts. They are very simple to build and testing them is really straight forward.
We all can make the decision to crack open these appliances and fix them, which I will do from time to time with my dish washer, refrigerator and clothes washer to save time and fix them correctly. I draw the line with a brand new appliance. The simple fact of them wanting me to service their failure is crossing the line.
Because its new I have other options than most but seeing these issues is a systematic failure which Bambu Labs may not be able to recover from which is a shame because their print quality is still meeting my expectations.
When you implement a wifi solution on your controller board there is a skill level required most large multi-national companies do not have. Having this skill in a start-up is extremely un-likely. For what its worth, I would propose to put a connector on the controller board (like most PC Laptops) which support a WIFI module what just works.
Integrating any WIFI radio its a huge risk which, looking at all of the connection issues is not paying off.
Honestly, when one looks at how many units (1000’s?) are sold based on how many have has issues I suspect the failure rate ratio is very high and reach a point there the value of the Bambu Labs brand will crash no matter how well the mechanical design was implemented (which is most likely is as good if not better than most).
In closing, know your strengths. Just because I can design silicon does not mean I can design a server or a data center. Likewise, just because you can design a mechanical core XY printer does not mean you know how to design characterize and test the control electronics and communication systems.
Do you have an info why you don’t get any support during the holidays? When do I.get any answer on m ticket? Any ideas?
Else.I will.need to open a PayPal case.
I have spent the past week with tech support. As soon as they determined that I bought the printer from one of their “authorized resellers” they told me I needed to contact the reseller for furhter support. The reseller says they will replace whatever needs replacign upon given information by Bambu Lab tech support. I guess this means that they do not support their printers. Not a happy camper.
“queue the fanboys…”
How long dose a it take to get a response to a tickets be over a week now I got a x1c but still have not turn it on yet because they made a mistake
some people will say they always get back to you within 24 hours. This is extremely laughable. I would always assume 1 month from start of ticket to resolution.
My last ticket took about one week from start to resolution.
Maybe it also depends on the location of the customer service.
Greetings from Bavaria 
Dears, having a “printer log” might be helpful in case the person sitting in front of the printer and yelling at the machine knows about that… have discovered the log file by accident today as I was deleting print files from the A1 SD card (btw: fix this asap!!) - before that I was wondering where to get them from… is there any “debug manual” available for new users? Was checking the Wiki but no hint in that for the A1 (and yes, did not look on X1 or P1 as I do not have them… simple as that)