Hey together. Few weeks ago i had an support case i ordered 4 spools of filament only 3 coming in, the was taped togerher. T
No outer box. I declared this clearly in the ticket - but the want from me pictures of the outer box. Ok. I gived it up. I buy wirh the next order an new spool.
But today i contacted support again, first time i tried an bigger print nearly the whole bed and recognized i am not able to get flat objects out, my bed is one mm+ off in the middle. I sended an video with the fan and pictures of the bed and the log file.
And the aux fan is starting to get loud.
The response was very quick - i already got answers… but… the ask me to do manual leveling… i already did… and for the fan they ordered an 40 sec video. They get with fan running - then again video with fan running… then i get the answer they will get into my log files… i have an very bad feeling this turns out again the same way… in the end there is nithing… but there isnt an heat bed for sale so i cant buy an new one… what is your opinoin, what to do ?
Exactly what they hoped you would do. Sorry, but for me, that would be the last time I ever bought Bambu filament. It’s not the mistake that is an issue for me - everyone makes mistakes - it is how they react. It’s not like they have a monopoly on filament - using their filament is just a bit simpler if you use the AMS.
As for the new issue, all you can do is persevere. Try to get your issue escalated to the next support level as front-line (Level 1) support almost certainly have no technical knowledge: they are just following knowledge-base scripts which leads to these stupid and frustrating chains of pointless back-and-forth. Add to that their need to meet case-resolution metrics and can probably mark abandoned cases as “successful” which just encourages this kind of behaviour.
I think Bambu eventually resolves most issues, but it can take more time and effort from the customer than some are willing to provide.
I would not have given up on the missing spool, but I probably would have taken a picture of the taped-together spools when they arrived. In my experience, Bambu does not ship orders without proper packaging, so the delivery company probably managed to destroy the box.
Warped beds were (are?) a problem, but if you give customer support the evidence they ask for, I expect they will send you a new bed. Mine was not quite as bad as yours, but once they looked at the logs, there was no further argument from them.
Hm. The whole support seems an bit pushed in the way to avoid payments or spare parts i cant help afte the first answers in some hours no more answer comes back. Well maybe they gave it to another team. But today i think they will anyway have an lot to do. And relating the bed, the questioning wirh the traming i already had - like you i did this before i contacted the support - and tramming wouldnt correct an dull in the bed - this i writed in the ticket too, the procedure i already made gives no flat surface…
On rare occasions they do. I received my two almost-free 1-year-anniversary spools of PLA-CF without outer box, just the two product boxes tapes togethwr.
Fun fact - my spool loss was with the order of the aniversary spool too… 3 bundled together arrived 4th was missing… they put it only wirh tape together… and the 4th was this one without parts of the label…
This summarises my opinion quite well. I had faulty components in a 2-month-old printer, and I received it home without any argument from their side. Even more, after sending all the info, I stopped replying to the emails from support, as I was on vacation, and the replacements were at home when I arrived. (PS: I was also calm, as while waiting, I carried out a debug, found possible faulty parts, ordered them and found the issue; the logs may work well as they arrived at the same conclusion regarding defective parts).
Yet it took me about 4 to 6 hours to write, document, clarify tests carried out and results and record detailed videos to fulfil their requirements. They have an unconventional procedure which is time-consuming. But if you want to avoid ping-pong of messages and frustration, follow the process and do it well.
Well… i just get the next answer… he cant hear the rattling noise in my three videos and for the bed i should elaborate an bit more… it is so frustrating…
Well… again an little update. U get asked for the log again… but i already sended it with the initial and the support specialist cinfirmed it… i simply dont know…
Uploading a log is fast; discussing it (even if you are right) will generate a ping-pong of messages, which is time-consuming.
My advice is to fulfil their requests and do it well. I had the same issue; I forwarded the log, took care of the other requirements, and it was over.
afte the first answers in some hours no more answer comes back. Well maybe they gave it to another team. But today i think they will anyway have an lot to do. And relating the bed, the questioning wirh the traming i already had - like you i did this before i contacted the support - and tramming wouldnt correct an dull in the bed - this i writed in the ticket too, the procedure i already made gives no flat surface…