I set up my new bambu h2d yesterday after having a good experience with my x1c. I got everything calibrated fine, printed off one test print successfully and now, the next morning, the motor B controller has failed.
The HMS says that the motor B has an open circuit, but I followed the wiki guide to replace the motor and can see with a multimeter on the stepper itself at the connector that I have continuity for pins 1 and 2 to each other, and continuity between pins 3 and 4 to each other. I have also taken the motor A connector off and tested that and get the same continuity results, confirming the problem is on the controller board . Reseating the connector has had no change to the results and that leaves the board the stepper is plugging into as the failure.
After buying the 40W Laser combo, I am extremely disappointed that the machine failed within the first 48h. I already have a ticket in to support, but that also is frustrating in that I now have to wait for replacement parts and the delays for support to respond because there’s no one to actually call.
The response is to wait for up to three days for support to initially process my ticket. This is terrible QA and support on an over 4 thousand dollar purchase and I’m ready to just return the whole thing and buy a dedicated laser from a company with a brick and mortar presence near me so I don’t have to wait days to deal with any problems.
I’m fairly certain I know their response already: “Please provide a photo from before you attempted to repair it yourself.”
Most likely they’ll claim the damage was caused by you.
In reality, you should expect at least 3–5 days before receiving the first reply. After that, they’ll walk you through a series of pointless tests until—if you’re lucky—they eventually agree to send a spare part.
For reference, one of my AMS2 Pros had a failed RH sensor. It took endless back-and-forth before they finally admitted it and sent the replacement.
Yeah, I did attach photos from before I tried to do anything. it is hard to really provide a photo of motor noise and so I was left with the pic of the error code, the logs from the controller, and a video capturing the noise.
I followed the wiki for the steps to get to the motor controller board, and if they claim I did the damage, that would be insane as I didn’t have a reason to get all the back panel off and to the motor controller until the failure.
Time will tell but I don’t have high hopes so far.
I really feel for you – it’s such a frustrating experience when hardware issues turn into a support battle instead of a solution. I’m sorry to hear you’re going through this.
I’ve had a very similar negative experience with support lately. At one point, they actually asked me to record a video of the nozzle crashing straight into the build plate and destroying both the plate and the nozzle. When I said I’d be willing to do it if they compensated me for the damages, the conversation just went silent – no follow-up, no solution. What makes it worse is that this is a recurring bug, and it seems to affect both the H2D and the X1 Carbon.
It’s a real shame, because while their hardware is generally good, the support quality has dropped a lot. Personally, I’ve even started buying filament elsewhere from companies that are far more pleasant to deal with than Bambu Lab.
If it was me, I’d buy a new board myself, get the printer going again and wait for the free replacement as a backup. Sucks but this happens with all products, things can and will fail. It’s the same when building computers, if a board lasts 6 weeks, it’ll probably run for 10 years.
If it were me, I would ask for a whole replacement printer, not replacement parts. This is a lemon, probably somehow slipped through the inspection. You don’t know what else could be wrong.
You are still in the return window. Get a replacemnt printer or refund and buy a new one. Don’t try to fix it and then after the return window has passed and complain that you can’t get a refund.
Even if that doesn’t necessarily have to be the case, as you say, confidence takes a hit when something breaks that early…
That said, I’m skeptical that they could ever deny a full return under warranty in order to get the unit working again. The fault has now been reported, and that reporting date is what matters. Still, it’s always better to act quickly—nobody wants a 40+ kg paperweight sitting around.
In my case, the HT sensor wasn’t a critical component, so I had time to go back and forth with them. However, they still refused my claim for an AMS Original where the factory had tightened the screws so much that the housing securing the PCB was completely cracked. When I discovered it, I was immediately denied because I hadn’t reported it on the very first day. Who disassembles their machines down to that level just to check whether they were assembled correctly at the factory? Since I was planning to replace my AMS Originals anyway, I patched it up myself for the time being, but that case is always in the back of my mind whenever I deal with them.
Not trying to be pedantic, but did you try to get the video of the crash from the SD card? [Those clips on there of the real-time video during a print]
My destroyed bed and nozzle were on the X1 Carbon, and there is no video of that incident since nothing is recorded during filament loading. According to Bambu Lab themselves, there isn’t even a trace of it in the logs.
I have also verified the same behavior on the H2D, meaning it is just as easy to damage the build plate there as well. This is what happens when developers validate their own code—they know what should and should not be done. But when a user unknowingly does what should not be done, disaster becomes inevitable.
Anytime I contact support it takes at least 3 days for a response to a week. This makes having a conversation really slow. Personally I think when spending thousands of dollars on an H2D they should respond within a day.
Nice troubleshooting by the OP, wish I had those skills.
Terrible story: seems like just replacing the board, if everything else seems okay, would be easier than trying to package the thing up and send it back.
Would they pre-send you packaging material if you were to return it? That would make the process much easier.
I don’t understand why you were doing all these. You did not buy a $50 second hand Enders from Craigslist that says “not functioning, parts may need replacement, sell as is”. This is a brand new H2D. As soon as the print failed, take a photo of it, contact BL to ask for a replacement printer, or if you have lost confidence in H2D, ask for a refund and buy something else, or wait for the next iteration of H2D.
The only thing one should do is to double check to make sure one has followed all the instructions. Ask here on the forum if in doubt. After confirming that the print failure is not caused by user operation error. don’t open anything. Contact BL to have it sent back.
I would say you had no reasson at all to open anything when the print failed. Youd didn’t need to find out which part of the printer failed.
To me you are taking the hard way at your own free will when there is an easy way.
I didn’t even get to a second print failing. the homing of XY failed.
after putting in the time to set up and calibrate the 38lbs of machine along with the extensive unpacking, I am not relishing the idea of repacking and hauling this back to fedex to ship it back. it’s not like I just wave a wand and suddenly the system is back together and magiced onto a truck.
Sure troubleshooting could be seen as a sunk cost fallacy, but as a capable human being, I do strive to solve fixable problems where I can. if I was just dealing with an open circuit because of a loose connector, that wouldn’t have warranted a return.
the delta between troubleshooting that and the rest of the steps I did was minutes since the machine is always open, and I have basic competency with electronics.
Repeat it all you want, but it doesn’t change the amount of work on my end needed to box the beast back up and haul it to fedex when just one simple circuit board is needed and I already have it exposed from troubleshooting.
I’d prefer to work smart, not hard. Even in the case of asking to get a return started, SUPPORT STILL HASN’T RESPONDED AT ALL, so this is all irrelevant. Support is just as slow for return as it is for troubleshoot on the inital contact.
Having built several printers prior to Bambu being a company, I’m pretty confident in my ability to troubleshoot and repair. Having already been through successful calibration and a first print, it was working fine. Again, the root of this isn’t the individual’s ability to troubleshoot and repair, it’s that ANYTHING from support is taking 2-3 days to get done, including generating a return shipping label.
