Hello Bambu Team
I now you can be overwhelmed but what is the initial time frame for an initial response on a ticket?
I am now at almost 4 maybe 5 days?
if it helps ticket#US230326591001
this is a continuation of a previous ticket.
thank you so much and keep up the hard work,
I would say the average is within a couple of days to a week, but there also had been people waiting two weeks for the first response, at least they claimed on the forum.
After the initial wait, at least for me personally, the further answeres arrived faster, within a day or two.
wow ask and ye shall recevive got an update today Yea
About a day from my experience.
3 to 4 days for me. I always got help in this forum. There are some great guys like Thrawn.
I submitted two tickets 5/27, for a warped bed and defective camera, with logs, video, and photos.
I received automated acknowledgements within about 4 hours, a response from an actual support tech within a day.
Both of those responses seemed like stock responses that did not show that my complaints had been fully understood. I (re-)checked the items they requested, though some of it had no bearing on the problem (tramming will not fix warp) and I had told them some of it had already been done (cleaning the lens, checking for protective covering). They wanted a log file for the bed problem until I pointed out that I had sent one with the initial ticket. Then both tickets had to be sent to “engineering” for evaluation. A new camera and a heat bed are on the way.
It took about eight days from the first ticket until both parts were shipped, but I could have reduced that by a couple days over the holiday weekend. (If they can take a week for a holiday, I can take two days!)
Overall, my messages were generally answered within 1-1½ days.
FWIW, I opened a ticket a week ago and apart from the automated reply, have not heard anything back.
Poor show. I’ve been recommending Bambu over Prusa printers, but whenever I had a problem with my Prusa they were on the live chat with me in MINUTES.
I’m on my 7th day of waiting now, it’s getting frustrating considering my printer no longer powers on.
Same here, have issues with the touch of my display. It is pressing buttons in the middle of the screen without touching it.
Wrote the support on 2nd February with all information and a video.
Got a response on 9th February asking me for Information they already got in my first message and a new video holding a piece of paper with the “warranty claim number”.
Did that one day later (10th). Now, five days later still no response.
Its usually 3 to 4 business days. You can’t count weekends and holidays. After that, the replies to your ticket are much faster.
Has anyone had a support ticket disappear without a response? After two days of running my x1c, the microlidar and hot end fan started having issues. Over a week later, my support ticket no longer appears on my account.
many people are reporting lost tickets. Guessing its some type of outage. Hopefully not everything is lost.
I experienced the very same thing today. I put up a ticket for my X1C, very detailed I think, and it’s now gone from my account, neither unsolved or solved. Just in case, I sent a reply to the email that was sent to me, confirming the opening of said ticket, but I am not holding my breath 
In my case, it’s a severe grinding noise while moving diagonally on horizontal axes. I did try the oiling, the retightening of the belt with the screws trick, the compressed air, to no avail. I’m even afraid to run the machine in case it really breaks.
Ticket number: US240306607001 (just in case someone from the big house is reading the forum). Funny that. I’m in EU and the ticket begins with US. Is that normal?