I constantly purchase items from bambu - probably about $10,000 spent including (4) X1-C printers and 100s of filament spools, refills, parts accessories etc.
I had a bad spool recently, where the filament kept jamming and the AMS kept pausing - I reported it to customer support and they basically said it was my fault - WTH?!? and provided me with an installation video of how to install a refill.
Let’s keep in mind that I have used hundreds of spools in this manner with no problems until now. I even provided video evidence of the spool jamming at least 7 times as I manually unwound it, ultimately to reveal that the filament was crisscrossed, towards the end, wrapped tightly around the spindle.
I provided this evidence to the support team and they said:
“This is not a problem in manufacturing and we’re not giving you a replacement”
Frustrating to deal with a company who does not care about your business or you as a person who buys their products. The support needs to improve.
BTW this pic is just a shot towards the end - I manually unwound it from the printer in my workshop all the way out to my front yard - there was about 75% of the spool left. (so there was still a lot of filament left when I reported this)
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They don’t even make their own filament. There is no way they can say that with 100 percent confidence.
At this point, just take the luck you get. Why ask for a replacement if you already used 95 percent of the spool? That is like sending a steak back at a restaurant when you already ate most of it.
We all agree that support needs to improve, but in this case, I do not think a replacement was necessary. Although them arguing that it is not a manufacturing issue is a problem.
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Thanks for the reply - you are right- it’s just annoying - I would never treat my customers this way and am baffled by this company treats its customers when they have an issue. I assume it is a policy / culture thing that drives these decisions.
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You are completely right. Though I have more of a “S*** Happens” philosophy with issues like this. This is a good example of them deflecting blame and not acting as the moral company that we expect from them.
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I have one case where they reached a settlement, so yes — they’ll just lie all the way to court and then back down. For smaller matters, like defective spools, they’ll never give in. I had to discard about one-third of all the TPU I bought from them due to inconsistent filament thickness and what looked like random, careless winding. None of the spools were properly wound; the filament was extremely loose and uneven. I didn’t even receive a coupon as a token of goodwill and ended up losing nearly one kilogram of filament in total. At the same time, they run contests where four out of six declared winners hadn’t even participated — and somehow claimed it was ChatGPT’s fault while insisting they had done nothing wrong.
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I did, but it was a while ago. I had a batch (10?) of mislabeled RFID tags (the filament type didn’t match the tag) and I requested a exchange or credit. Support was very insistent that I could “simply” select the filament type manually, and I acknowledged that I “could” but was not choosing to. Eventually they sent me a return tag and replaced the filament, but it was a week’s worth of run-around with them.
Yes and here courts have held companies liable for things chatgpt support bots have told customers. Not related, but this is the joke circulating around my office today:
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