Hi everyone, I’m looking for some advice on how to get past the automated responses from Tier 1 support, as they are currently refusing to honor EU warranty laws.
The situation: I recently received a replacement P2S printer via RMA. Unfortunately, out of the box, it has the exact same defect that caused the first one to be replaced. To be clear, this isn’t the common, easily fixable first-layer issue some P2S users mention online. It’s a severe, unfixable defect where the nozzle prints dangerously high, leaving massive gaps and making the printer completely unusable. Even the custom test files and procedures provided by Support failed to resolve it.
The issue with support: Since this is a replacement unit that arrived fundamentally broken, I requested a return under the EU Legal Guarantee of Conformity (Directive 2019/771). I even offered to take the refund as Store Credit so I could upgrade to a higher-tier Bambu Lab printer.
Instead of escalating the case, Tier 1 support keeps copy-pasting the exact same macro: “We are not able to offer return or replacement outside the respective 14 day and 30 day window”. They are completely confusing a standard commercial “change of mind” return with a mandatory statutory warranty claim for a defective product.
When I formally asked them to escalate the ticket to a supervisor or the legal/RMA department, they outright refused, replying: “There is just nothing to add”.
Has anyone else in the EU dealt with this wall from Tier 1? How did you manage to get your ticket reviewed by a real manager who understands consumer laws? I’m preparing an official EU ODR complaint, but I’d really prefer to just resolve this amicably.
If any Community Manager is around, I would highly appreciate someone taking a look. Ticket: US260112402002
Let’s put aside the hyperbole. I don’t understand how a nozzle could print “dangerously high” - printing high results in a failed print, not a harmed user or printer. There is no danger
Now, assuming the nozzle is capable of printing at the correct height (can physically reach the bed), then this doesn’t sound like a hardware issue, it’s a software issue. These machines are just CNC machines like any others, they are controlled by gcode, the solution is going to be correcting whatever issue exists in the printer’s firmware or the print profiles in Studio.
Replacing the physical machine doesn’t seem to be the answer, I think you may need to be patient until the next software update.
Well… Under European law, within 14 days you can return it, no question asked, and be reimbursed.
After that, the warranty/lack of conformity will apply. Bambu should fix it, not necessarily replace it. BL shall not refuse a return for warranty work to bring it into conformity. They will start by providing parts for you to install, you can accept and if you cannot fix it then return it for repair or you can right away refuse and send it back for repair and BL may certainly replace it but there are no obligations for BL to do so (although I think they lack repair centers so will certainly provide a replacement (which can be a repaired used one…)).
Hi philch, thanks for chiming in! You are absolutely right regarding the general procedure for a first-time purchase.
However, the crucial detail in my case is that this is already an RMA replacement unit.
Under EU Directive 2019/771 (and local consumer laws), the seller indeed has the right to attempt a repair or replacement first. But the law also clearly states that if a lack of conformity appears despite the seller’s attempt to bring the goods into conformity (i.e., sending a replacement unit that is also defective out of the box with the exact same issue), the consumer is entitled to an immediate price reduction or termination of the contract (a refund).
I already went through the whole process with the first printer. They accepted the RMA and sent me this replacement. Since this second machine arrived fundamentally broken out of the box with the exact same issue, I shouldn’t be forced into a second or third RMA loop, nor should I be expected to tear down and rebuild a brand-new replacement printer to swap hardware parts myself.
That is why I am legally asking for the termination of the contract. The real problem is that Tier 1 support isn’t even discussing the repair vs. refund aspect; they are just blindly copy-pasting the “14-day commercial return window is closed” macro, completely ignoring the statutory warranty context. That’s the wall I’m trying to bypass!
Hi CarbonForge. By “dangerously” I meant severe print failures, not a safety hazard.
Regarding software vs. hardware: under EU law, the distinction is irrelevant. A product must be fit for its intended purpose out of the box. If a firmware bug or faulty default settings render the machine unusable and require waiting indefinitely for a hypothetical patch, the product is legally non-conforming. Consumers are not beta testers expected to wait months to use a brand-new machine.
The intent of the law is to cover consumers, that’s a good thing, but if this is a software issue why would you want to try and resolve it with hardware?
I think the right part of the law to lean on isn’t “replace”, it’s “fix”, AKA solve the software problem. Your alternative would be to demand a refund.
Exactly. Since the replacement (RMA) failed to fix the issue and I am not required to wait indefinitely for a software patch that may or may not arrive, I am exercising my right to demand a refund/termination of the contract, as provided by EU law when a repair or replacement is unsuccessful or impossible within a reasonable timeframe.
The core of my complaint is that Tier 1 support refuses to even acknowledge this right, hiding behind their 14-day commercial policy.
you can always take them to court if you think they broke the law. Small claims court fees are not that high. They will probably settle because their lawyers will charge more per hour than what the printer is worth.
I think the issue might be that you were ready to accept the store credit. It could be understood as you wanted to upgrade to newer/ higher model of printer because you changed your mind about what you want/need.
I am already initiating legal procedures via the EU ODR platform.
Regarding the store credit, it is not a “change of mind.” I requested store credit because the original order was paid entirely using coupons/credits (€0 out of pocket). Bambu Lab physically cannot issue a cash refund to a bank card that was never charged. Store credit is the only possible refund method for this specific transaction, not a pretext to upgrade.
Two in a row both doing the same thing? Search the forum to see if there are other users who’ve had the same problem. If not, your problem is unique. But getting two in a row says that statistically the problem should be common. That would be an important inconsistency to understand. If you keep getting the same results, and no one else is getting them, it may be something you’re doing (or not doing) that’s the contributing factor.
I ran my H2C for a couple of weeks before I noticed I hadn’t removed all the packing materials from the build chamber. luckily never printed anything tall enough it caused a problem. But it could have… would I have noticed or just bitched at BBL that the machine was faulty? If they then sent me a replacement and I overlooked the same thing, it would appear they had sent me a machine with the exact same defect as the first.
The above two are not consistent. By stating that you have initiated legal procedure, you know that no BL manager will make any public statement here on this forum while logal action is ongoing.
Like others have said, your offer to take store credit can be viewed unfavorably to your case, with the timing of the X2D release and all.
Hi DWdesigns. Thanks for the input, but those two statements are actually perfectly consistent.
First, the EU ODR (Online Dispute Resolution) is not a formal court lawsuit; it is an Alternative Dispute Resolution (ADR) tool. Its entire purpose is to help consumers and businesses reach an out-of-court, amicable settlement. Initiating an ODR simply forces the case out of the Tier 1 automated loop and onto a compliance manager’s desk. Asking a Community Manager for help here serves the exact same goal: getting a qualified representative to resolve this amicably so that actual legal action doesn’t become necessary.
Second, regarding the store credit, it has absolutely nothing to X2D or wanting a convenient upgrade. As I mentioned in another reply, my original order was paid 100% using coupons/gift cards (€0 charged to my bank). Bambu Lab physically cannot issue a cash refund to a payment method that was never charged. Reissuing the store credit is technically the only way they can process this refund. I am simply asking to get back the exact currency I used, nothing more.
First of all, ODR resolution is legally binding, so it is a form of legal action. Secondly it is not a community manager’s job to get involved and you know that.
Regarding the store credit, you have your explanation and we as your peers can believe you. But BL can have their words too and it’s not a foregone conclusion that yours will prevail.
I think there is a slight misunderstanding of how EU consumer tools work.
First, the EU ODR platform does not issue legally binding court orders; it is simply a portal designed by the European Commission to connect parties to an Alternative Dispute Resolution (ADR) body. Its explicit purpose is to facilitate an out-of-court settlement and avoid actual legal action.
Secondly, regarding Community Managers, stepping in to escalate mishandled Tier 1 tickets to the proper department is actually a very common and helpful practice on this and many other official forums. It helps the company avoid unnecessary external disputes.
Finally, regarding the store credit, it is not a matter of “my word against theirs.” It is simply basic accounting and standard EU consumer law. By law, refunds must generally be issued using the original payment method. Since my original payment method was 100% store credit/coupons, returning that store credit is physically and mathematically the only way their accounting system can process a refund for a €0 bank transaction.
I’m simply a customer trying to get a functional machine or my original credit back after receiving a defective replacement out of the box.
ODR as a platform doesn’t issue legally binding resolutions. However, if you and BL agree to a settlement/resolution in advance then either or both can ask it to be legally binding before agreeing to it. That’s what I meant.
If you have initiated the ADR process via ODR, BL will get or has already gotten an email from ODR. The email will go to the appropriate BL department or personel. A community manager has no more role to play here anymore.
BL can respond and you both will have to agree to an ADR body and go from there trying to find a resolution. Or BL can ignore the email. A community manager again won’t have any involvement in this decision. You initiated the ADR, the email will, or has already gone to the right person/department in BL.
Thanks for clarifying your point. However, the ODR process can take several weeks or even months to conclude.
Reaching out on the forum is simply a parallel effort: a Community Manager can often internally flag these stuck Tier 1 tickets to a higher-up and resolve the blockade in a matter of hours, saving both the customer and the company a lot of unnecessary time and paperwork. It happens all the time in customer service.
At the end of the day, I’m just a customer trying to return a defective out-of-the-box machine and move on.
I don’t think there is a bigger escalation than an email from ODR. By this time, your ticket probably has been flagged and taken out of the normal customer support process.
Unless you are just saying you have initiated an ADR via ODR to scare BL into action but in reality you haven’t done it , which I will understand, too
Hi everyone, I just wanted to provide a final update to close this thread.
The Bambu Lab specialist team thoroughly reviewed my escalation and reached out to me directly. They were very understanding of the situation and we have reached a fully satisfactory resolution. They have officially authorized the return of the printer and issued a refund via Store Credit, which was exactly what I requested.
I want to thank the community for the visibility and a big thank you to the Bambu Lab Senior Support Team for stepping up, reviewing the case properly, and making things right.
This matter is now closed. Happy printing everyone!
I am glad that it is solved. Been silently reading the topic since it began but i chose not to raise my voice because… reasons.
One last note that could, and should, be taken as a hint. Never follow what the keyboard warriors of the forum say or state as a way to solve these kind of problems. Most of them will state that the problem is always the user instead of the company because most of those prefer to blindly defend their favorite brand. There are no perfect machines and problems should be acknowledged instead of discarded.
Thanks for all the updates and good luck spending that credit in the future
Important note: I don’t want people to misunderstand me. I am not speaking specifically about Bambu. I use their machines and i love the easy to use kind of deal. This was more of a “wake up” call for those who have problems, be it with Bambu or other brands. People must raise their voice or things will keep happening.
they’re absoloute jokers with zero consistancy when i comes to customer care.
My P2S had the same problem also, They gave me the run around for 6 months. By the time i got them to take me seriously and ship a replacement, I asked them to do something similar to what you asked for… Where I could essentially pay the difference on a different printer or get a voucher to add towards. they said no as it goes against their policy which I am now finding out was lies.
, which I will understand, too