So I’ve recently, on a month old H2S, had the active exhaust error. When troubleshooting I have discovered that there is a defective servo. It’s on the back and controls the rack that goes up and down moving the vents open and closed.
I’ve done all the troubleshooting. The inner defector is aligned and working as it should as is the top. The vents open, even if closed manually, but will not close on their own. I’ve already taken them out, put them back in in various ways. Machine off, set to heat, and through the wiki. Please understand that taking the vents off and reinstalling them is not (and has not) fixed the problem.
Taking the back cover off it’s simply a servo that is defective. Rotates on way, which is opening the vents. You can hear a gear slipping or whatever as it tries to operate.
I sent this to support, pics, video. Told them I had done ALL of the troubleshooting etc and it was the servo that is bad. I explained this carefully and clearly, as well as calmly.
Their reply was to take the vents off and reinstall them, despite being told I did this. The next reply that was over 24hrs later says to check the rack and see if it moves. I had already done this and explained in detail how the rack moved. Since then, crickets. They will not reply, and all they need to do is send the servo.
I’m not going to argue with anyone that slams support now. Guess it has to happen to you to actually feel the pain. I have a month old machine that I can’t print anything that needs a heated chamber.
I’m not saying I won’t buy another BL printer, but if this is actually how service is now I won’t be recommending them.
Sometimes I really wonder what’s going on: there are times when you only get AI responses. Then you have support that unfortunately doesn’t know what it’s doing, and on other days, support responds immediately and floods you with replacement parts.
It’s like you have to go through three doors to get to the proper support.
On other days, there seems to be a fast pass, like at the amusement park, and you get immediate and perfect assistance.
Perhaps it’s because the Japanese New Year celebrations were still going on from January 1 to January 15 - I don’t know what it’s called exactly
Edit: Yes, I mistakenly listed Japanese holidays, but Bambu is Chinese. My mistake. One reminder is fine, thanks. However, I don’t need hundreds, even if some people are itching to point out my mistake. Thank you.
If only Bambu Lab learned what the two words “customer” and “service” mean.
As I keep saying, great printers, unless you need service, how can anyone recommend a company that fails at the hurdle most other companies understood is the MOST important feature of a functional company?
How can you look at someone who took your advice to buy a Bambu Lab printer and then needs support?
It is one thing to brag about your own printers and hide the issues you deal with, it is another to deal with angry friends blaming you for recommending them.
In essence, a broken product is a risk, but a broken experience due to poor customer service is a failure of the business.
unfortunately i can confirm that from my own experience
the people replying to the tickets seem not to have good knowledge
and follow a simple agenda: de-escalate and offer replacement parts.
its so extremely frustrating.
after a decade with ultimaker i was SUPER happy with the X1C for a year
but then “upgraded” to the H2D, which gives me nothing but problems. i am so mad about this printer.. fail after fail after fail after fail.. i plan to get rid of it and try another brand once i have time to deal with that..
I usually do. The part isn’t available. There really isn’t any information about it other than a wiki entry that explains how to replace it.
Really is just take the back of, unscrew it, unplug it, swap gear and reverse.
I’m glad they shipped it. I really wish they’d have a automated reply that says “we’re on holiday”. As frustrating as that is it’s not nearly as frustrating as thinking their ignoring your issue.
I agree. I think they should have staggered these printers releases a bit more. The rush to have the C out they’ve certainly slipped on CS. They weren’t fantastic before.
I would hope they would not focus on CS and past promises. We have the printers and let’s now setting into a 3 year cycle.
That won’t happen though. The X series and A series are falling behind so you know those will be released in the coming year. Really need to stop and add a lot of attention to follow up issues and customers.
It’s the Chinese new year celebration, as Bambu is a Chinese, China-based, company. And, honestly, I doubt their promptness and quality of their so called “customer support services” has anything to do with those celebrations, considering the users complain about this occurs regularly, all year long… since Bambu came on the market with the X1 series.
Should have stayed with the X1C… H2D seems to have several issues, from what I’ve gathered from this forum.
I’ve tried searching. The only “official” holiday I can find would be the New Years 1-3. Obviously that’s not what holiday I think he was talking about.
Just says holiday in the reply. That alone is fine, just let me know. I think (based on current information) it was an excuse.
What I find really concerning about this is that they seemingly ignored the ticket. I made sure to follow all troubleshooting and documented it as well. I had a video that shows everything from changing the exhaust fan speed showing they open to cutting it off and showing it doesn’t.
So what is the reason for sending videos and pics if they’re ignored? Why is support requesting these things and not using them as tools? I think it is a distrust, or cost cutting measure. They don’t use it to diagnose but simply as evidence the customer isn’t lying.
BL needs to use a different model for CS. Replies should be within a day, 12 hours at best. Support needs to use the information the customer sends and help train customers to offer as much as possible to help each other. The marketing surveys need to be changed to support surveys. Parts should be available to consumers who don’t want to use support, or are out of warranty and just fixing themselves.
I think we should begin to hold them accountable by more than just opening threads here. They aren’t here. Follow your tickets closely and fill out the “How did we do” at the end. Escalate (usually a link at the end of the email, smaller text.) the problem when the first reply ignores everything you said.
I also think we need one place for us to consolidate our complaints. While support isn’t here, word get’s out. I don’t really have good ideas. Hopefully someone else will.
New Year’s Day
January 1 – January 3 Three rest days Adjusted working day:
Sunday, January 4
Spring Festival/ Chinese New Year
February 15 – February 23 In total, 9 rest days. Adjusted working day:
Saturday, February 14 and Saturday, February 28
Qingming Festival
April 4 – April 6 Three rest days (in connection with the weekend)
Labor Day
May 1 – May 5 Five rest days in total. Adjusted working day:
Saturday, May 9
Dragon Boat Festival
June 19 – June 21 Three rest days
Mid-Autumn Festival
September 25 – September 27 Three rest days
National Day
October 1 – October 7 Seven rest days in total Adjusted working day:
Sunday, September 20 and Saturday, October 10
China seems to shut down for these entire periods and forgets that they sell (and pinky promise support) internationally.
It seems these two rules may be part of the reason why instead of being open, they basically shut down, any pretence they will continue to function is shown to be false when you get zero response to any tickets.
Overtime Rules:
Employees working on statutory holidays must be paid at least 300% of their regular wage.
Work performed on adjusted rest days should be compensated at 200% of regular pay if no compensatory time off is provided.
Rather than pay staff the prescribed rate, they shut down.
When you sell internationally there are obligations and expectations, just a selection:
You continue to operate all year round
Support (what should be support) should be available 365 days a year
You have staff working every day of the year as other countries do not celebrate the same things
You abide by the laws governing the countries you sell into
Holidays were not the cause of this issue, I list them in my linked post above. Poor support is the issue, poor support on a working day, weekend, holiday, it is always poor support.
A company that repeatedly fails to deliver even the bare minimum of support would not gain as many repeated stories shared here and everywhere else of the exact same failures.
You can always tell how bad a company is at support when the first, second and often third interactions show they have not read or ignored the diligent efforts of the customer to get to a fast response by detailing the steps to isolate the issue themselves.
Just to provide some context here. First of all: Yes, I confused the Japanese New Year holidays with the Chinese New Year holidays.
Let’s get to the real issue, though: why are users so sensitive about the new year? Last year, support was completely unavailable during this period - February. It is important to note this in context. It may not be relevant to this case, but many users here now know: beware! After the turn of the year, there are weeks when support is unavailable.
MalcTheOracle has already mentioned that it’s about February. It’s best not to buy anything or expect a response from support around that time.
So YES: The quality of support has something to do with holidays, maybe not in this case? It’s hard to say, but one thing is certain. Avoid February at all costs…
…and, of course, also take into account the other days that were listed. However, to be fair, this applies to all Chinese companies, so AliExpress, for example, has the same issues.
I agree. Either way I’d like clarification on what holiday it was. Just to know if I were lied to or not.
I think most if not all customers are fine with a holiday if they know about it. The Feb holiday is a bit long and they should have a backup team somewhere for that span.
Holidays aside, support is lagging. I always thought if you helped them with as much relevant information you were going to be helping yourself. I was wrong.
I’ve ordered the “smoked purifier” when I ordered my H2D. They now tell you that the smoke purifier only comes for China and Taiwan voltages but back then they did not so when I got my purifier in Thailand and it was 110 V I was very disappointed and I wrote to them and they wrote back fairly quickly and asked me to take a picture of the serial number and the data plate and the order slip and the delivery slip which I did and sent it to them and they saidyou can just get a voltage transformer at work fine. I wanted a new unit. I wanted one with the correct voltage 220 V 50 Hz but they didn’t even offer.
You can just get a voltage transformer at work fine. I wanted a new unit. I wanted one with the correct voltage 220 V 50 Hz but they didn’t even offer.
As I said now they have a tag on the smoke purifier that it only comes in voltage is for China in Taiwan And I guess that includes the US at 110 V 60 Hz.
lol wtf.. each day another false advertisement pops up. and to think people made fun of me for calling out these things 4-5 months ago.. Enjoy guys.. enjoy..
