The P1S I ordered from black Friday sale has a defective AMS motor and hub. BL sent the components via snail mail that took a week to get to me. A few more bulks for a priority mail wouldn’t hurt their bottom line.
All cable connectors on hub and motor are glued in. Instead of spend three new cables what cost less than a few dollars. Support told me to clean up the glue with a tweezers myself. All the glue has sunk into crevasses, it’s going to hour the clean up. It’s not customers job to do this kind of repair on a brand new unit.
I’m no influencers, but this is a crapy way to build a brand.
It may not be the popular opinion, but I’m glad that one can order almost all the individual parts and even get them free of charge in the event of a warranty claim. Being able to repair an appliance yourself is very important these days - and I think that’s exemplary. They could also go all Apple on us and force us to send devices or device parts back and have them repaired - which takes up a lot more time and resources.
It’s also somehow part of the maker culture to do everything yourself. And in my opinion, for products in this price range, I think the support already does a lot.
This isnt a toaster or Insta pot. If something goes wrong YOU figure it out. Bambu Support gets bombarded with newb and their idiotic question like "What is this thing around my Print? Support- “Its a brim.” Newb- “how do I stop it?” Support-“Its in the print settings.” Newb-“I cant find it.” This is why it takes support a long time to get back to their customers
These are the kind of questions Support is getting.
Relax and welcome to 3d printing where YOU troubleshoot and YOU fix it.
I get the maker DIY culture, I’ve been printing since 2012 with a Makergear M2. One of selling points of Bambu Lab is spend less time tinkering and more time on designing, which is why we paid premium for it.
As an industrial designer with 30 years experience, I get QC can’t catch defects all the time. When it happens, manufacturer is responsible get a resolution ASAP.
BL support got back to me within 2 days, the problem is they sent a small package via 1st class snail mail. On top of that, they knew the connectors are glued in, simply adding three cables would have resolved it in 10 minutes s instead of an hour cleaning the glue off. How much three cables cost?
It feels like BL is saving a few dollars at our expense. Meanwhile when influencers have issues, BL send them complete new printer.
I have plenty of experience and understand what’s going on. I have had to go through the usual diagnostics (reminds me of calling for internet support in the 1990s lol). Anyway like you I have paid a premium for this product and I’m not going to have/mod to Mae if function as it should.
After a tedious week( making silly videos of my completing the same tasks over and over bambu concluded there is a MC issue. When it got to the point of asking contact details to send replacement parts the realised I bought via a reseller and thobed me off to them right in the middle of the festive period.
Time to go through all of this again with a other company whenever they return from their festive time off.
Extremely frustrating experience, don’t understand why or how bambu couldn’t have done this on behalf to at least speed the process up.
Poor show bambu…
I’ve replaced a warped heat bed and a camera, and disassembled the print head to clear a very bad clog. I’ve had to remove glue from at least four different connectors (probably more.)
The glue comes off easily, Just grab it with needle nose pliers or tweezers and pull. I doubt I spent even two minutes cleaning up all of the connectors.
They should have set up an AI Support bot to automatically answer common simple questions. They have at company I work for and it is quick and easy. Best of all the technical support team is availible when needed for more technical or one-off issues.
Well said dingchow, I must admit tho i sent a report in about my AMS light went out on slot 2 as yet had no reply but i put that down to them being busy with what you say . The light being out dosn’t really affect it so will just wait n see
I have to agree with @designrama, I also just bought a PS1 during there black-friday sale and it didn’t even get past it’s initial calibration… Set up a ticket and they want me replace a faulty motor. I get that its good to know your machine but for the price point I would expect to have to do this kind of thing once the warranty expires. Just took a look at the amount of disassembly it requires to change the motor and it is way more than I’ve ever had to go through with an ender 3 (which is saying something). Even if I did go through with the repair myself and the quality of the prints are always a little off, there is always going to be the doubt of did screw the machine up when repairing on day 1 of owning it? They should just replace it end of story.