Do you think Bambu customer service is getting better?
I have a few problems with AMS Lite. After doing what they say to do, they would get a new one out. So got quite quick.
Then H2D, the nozzle cleaner rubber, kept coming off, and I said the spare one did the same. They sent the full assembly out for £20 it was sent free. The new one took a few days to get to me. Now that is quick, and then the nozzle sensor went faulty where the nozzle touches. One part is metal; the other part is just stuck down. That’s what was faulty. Again, it only took a few days to get to me. But I think it was the nozzle blocker that damaged it. When I was replacing it, I noticed that it was broken. I had few spares; they give you them in the box you get with the printer.
So is the service getting a lot better? I think it is.
Even a broken clock is right twice a day. 
Are you actually asking or are you just making a statement?
No, I don’t think they are getting better, and they are certainly not getting “a lot” better. They still only read/translate the last message message in ticket so you end up in “doom loops” of them asking you to do things or answer questions you have already done/asked, they still try to trick people into tearing apart new machines to fix problems that would have warranted complete replacement, and they still want you to make videos or take pictures of impossible things like missing items.
Are you asking if Bambu support is good? They are much, much better than any other Chinese printer manufacturer. People who go from Bambu support as their first experience to other manufacturers are often shocked.
Bambu support is now answering questions about general 3d printing problems that wouldn’t even get a reply from other manufacturers. I’m frequently surprised seeing some of the stupid questions followed by detailed answers from support that are posted here. Maybe they are leveraging AI but I’m still impressed.
No, when I have had to do a few things. like uploading logs and other stuff. Not had them ask the same question more than 1 time.
Also, the last 2 items I have had replaced were 2 questions and just the 1 question. Now I had to do loads of things, lazy spar, the things they ask you to do before they would replace the heater, and then they have asked you to do all the things they wanted. They say cut the cable as close to the heater as you can and take a picture as well to show them.
That’s why I said even a broken clock is right twice a day.
What you’re experiencing is what I call the “flagship launch experience.” I had the same thing when I got one of the first P1Ps. But the real test isn’t a couple of isolated cases when the A-Team is on duty during launch. The real test is how they handle the marathon of ongoing customer support. On that front, Bambu has been a total failure, as shown by the countless posts here raising the same shortcomings.
As a wise man once said: “Integrity is doing the right thing, even when no one is watching.”
…once when you’re sleeping
and
…once when you’re away
most times is the latter…
They refused to send me 2 m3 screws that they failed to include w/ my AMS hub. So, no, I’d say not. I also had to request support one time because they didn’t include the extra hot end I’d ordered w/a printer. They made me take pictures of every single package I got from them – to show the thing that was missing. It made no sense at all.
Even with these 2 screws missing, the first thing support told me was to … yep, take pictures of every piece of packaging.
I think they intentionally make things difficult so you’ll just figure it out on your own – which i did. So, well played Bambu. Well played.
It actually makes sense once you consider their business mindset. If a company operates in an environment where unscrupulous practices are common, suspicion becomes the default. Everyone is assumed guilty until proven otherwise. That’s the opposite of the Western customer-service model, which leans on “innocent until proven guilty.”
We’ve all heard “The customer is always right,” coined in the early 1900s. We also know it’s not absolute - scammers exist - but come on: two screws? Was saving $0.00023 really worth creating resentment? This is what I call Bambu-Think: a mindset where proving the customer wrong is more important than making them whole.
That’s exactly the point. There was a recent ruling in the EU against Apple’s willful non-compliance in opening the App Store, and it applies here. Companies sometimes add what’s called “transactional friction” - making the process painful so customers give up. When I sense that, I double down. To me, that’s corporate bullying, and it deserves to be confronted on those terms.
I Ordered a P1S combo. I got 2 boxes, one with the printer, the other one was the AMS. The 3rd package I never received it was shipped and sent back to them for some reason. They confirmed that.
I had to contact PayPal to get my money back. They stopped replying to emails about my refund.
It took me almost a month to get my money back. BS! I’ll order from a different company from now on.
In General Customer Support is a down hill struggle, you think BL support is bad, try High $$ support like Juniper or Broadcom where the customers spend up to a million $ for the equipment only to get a support camel jockey whose main job is to google solutions and not really help. If Google was the solution we wouldnt be calling support for help. Juniper is bad this way and I found Cisco support is getting this way. They work based of a script, once they get to the end of that script, then they have to escalate to a more knowledgeable tech. Since knowledgeable techs are few and far between, this is what we are stuck with, and the sad part is, Juniper, Broadcom, Cisco, HP, etc we PAY to get that support.
Unfortunate, but true. Generally, you need to put yourself in their shoes… someone contacts you and says “this is missing”… would your response not normally be “well, what did you receive” (after all, most of us left our crystal balls at a home, so don’t know what you know).
But, then, when this happens…
you have to wonder, “was sticking the support script” and not applying 2 seconds of brain power worth it? There should be a point at which they are automatically authorised to “just send them what they ask for”… i.e. < $10? Just send it, we’ll get it and more back in future transactions to “happy customer”.
Welcome to the wonderful world of tech support… you’ve already done all the tests / checked things… first think you are asked “have you done this” yes! have you done that? yes! what about this? yes… FFS… I said I’d already tried/checked all of this already… “so sorry, could you please do that all again now?” 
No
Just a few of the recent ones most people know about and affect more than one person each.
- CyberBrick t-shirts - these still have not been shipped, and CS refuses to provide a guaranteed shipping date, many, many months late
- CyberBrick shipping itself was delayed; they announced this after the completion of the campaign
- CyberBrick shipping for those dumb enough to include a time-lapse kit (me) was delayed even longer; they never made any public announcement about this, the reason for the delay or anything related.
- CyberBrick core boards shipped related to the Kickstarter all include firmware that has many known bugs; a firmware fix can fix it. They refuse to alert anyone; at least one of the three firmware update tools (Mac Intel) doesn’t work, and they refuse to fix it.
- They offered three people two free filaments for a campaign promoting the PLA Translucent range. One received both within a few days, one didn’t receive them for almost two months, and the third recipient (me) still hasn’t received one of the two promised.
- They asked people to complete a CyberBrick survey with the promise of a gift upon submission. Then nothing happened; they only provided information after community annoyance. Two whole weeks late. The recipients have just 5 weeks to redeem them before they expire.
- The gift turned out to be a gift card, many of which were sent out in the wrong currency, which could not be redeemed. Those affected are still waiting
- They still ask those who never receive any packages to prove they didn’t (which is impossible), and then refuse to refund the user or ship replacements.
Feel free to add your own.