Customer service is already a hard job. It just makes it harder when people come in with demands.
I did some bartending in college. Had to deal with a lot of BS.
If I didn’t like the way someone was acting, they got their donkey thrown to the street. I think this is what is happening here. Of course this is just speculation based on their posts here but I can not believe that they were direct and respectful with support simply based on the spamming of tickets. (and I am open to retracting that statement if my speculation is proved false)
An example of my last support ticket:
I am getting this error
I have tried these troubleshooting steps based on these wiki articles
I was the head of the support department for years, and there was a clear directive: If someone threatened legal action, communication through normal channels was to be discontinued immediately.
This is standard practice in the industry. There are different support levels and new support staff should not be paired with customers like this.
For the protection of both parties. From that point on, communication was only possible via letter. Why? Firstly, to protect the support staff, and secondly, to avoid any legal issues. The customer continued to receive support, of course, but everything was handled exclusively in letter form or email.
We don’t want to upset the customer, but if lawyers get involved, things will get serious, and absolutely everything will have to be documented - on both sides.
Many customers are unaware that if they involve a lawyer, they are cutting themselves off from standard support channels. Every customer has the right to hire a lawyer, of course, but of course it is important that these customers do not interact with basic support channels, such as regular chat and tickets.
The worst thing about customer support is that people forget there are real people at the other end. Of course, customers get angry - everyone’s trained to handle that - but some customers just take it too far. Rude and not solution-oriented.
Also, there’s something that many customers don’t realise: If they’re rude, they get flagged. In other words, it’s obvious right away that they’re a rude customer. As I said, it’s important to distinguish between the two. Of course, everyone complains, but it’s the rude customers who get flagged. The benefits that regular customers enjoy will no longer apply.
I can’t say how Bambu does it, of course - it was just a little glimpse of my work life.
Most ordinary people — and serious companies — understand that legal agreements are binding.
This thread does not exist because I was “not nice enough”. It exists because Bambu Lab entered into a legal settlement, wanted confidentiality included, confirmed warranty/support as part of that arrangement, and then failed to handle the situation accordingly.
There is also a reason why I am not publishing the settlement document itself here. The agreement included confidentiality, which Bambu Lab wanted, and I am respecting that by not posting the actual document in a public forum.
That confidentiality also gave Bambu Lab a very clear incentive to honour the agreement and keep the matter closed. Strangely enough, they still failed to do so.
Calling a customer “abrasive” does not make contractual obligations disappear. Nor does it turn unresolved hardware faults, closed tickets, or restricted support access into the customer’s fault.
If this now has to proceed through formal channels instead of being resolved privately, then documents submitted to authorities or courts may become public records, subject to the normal legal review for confidentiality and disclosure.
That is not a threat. It is simply what happens when a private settlement no longer resolves the problem.
I am not a lawyer, but I vaguely remember a legal person once said that threatening to expose a private settlement as a means to coerce the other side to provide materials or money can be considered extortion. This may not be the first time OP makes this threat on the forum ( not easy for forum users to find out because OP’s public profile is hidden).
I could have remembered incorrectly, but given the continuous threats, if I were @BambuLab and @MakerWorld, I would look through OP’s posts and make sure to keep a copy just in case.
I explicitly stated that I am not publishing the settlement document because the agreement contains confidentiality, and that I am respecting that.
Saying that documents submitted to authorities or courts may become public records is not extortion. It is a basic description of how formal proceedings can work, subject to normal legal rules on confidentiality and disclosure.
There is no threat to “expose” anything in exchange for money or materials. That is your invention, not my statement.
To be even clearer, the settlement itself was reached to resolve the underlying GDPR dispute.
If that settlement is no longer being honoured, then it is entirely foreseeable that the underlying matter may require further review. In that context, the settlement agreement becomes relevant evidence because it forms part of the history of the case.
Whether such material remains confidential, is partially disclosed, or becomes part of a public record is not something I decide. That is determined by the applicable legal framework and the authority handling the matter.
So no, there is no threat here. There is simply a difference between voluntarily publishing a document on a forum and a document becoming relevant in a formal legal process.
Like I said I am not a lawyer and I don’t invent anything. But looks like you are. If you are so confident, how about unhidden your public profile so some forum users can look through your past posts? A pattern may emerge.
Please quote the exact sentence where you claim I threatened to expose the settlement agreement as a way to coerce Bambu Lab into providing money or materials.
I have said the opposite: I am not publishing the settlement document here, because I am respecting the confidentiality clause.
Also, no, I will not make my public profile visible just because you want to browse through my old posts. My profile visibility is not the topic of this thread.
It is related, particularly to whether there is a pattern of coercion through threatening to expose a private settlement. A pattern can only be determined by examing posting history, not based on one post only.
You have repeatedly claimed that I threatened to expose a private settlement. I have repeatedly asked you to quote the exact text where I did so.
Instead of providing that quote, you are now arguing that there might be a pattern somewhere in posts that you would like to examine.
Before discussing any alleged pattern, you first need to establish that the conduct occurred at least once. So far, you have not identified a single statement where I threatened to expose the settlement in exchange for money, materials, support, or any other benefit.
Please start with the specific quote. Then explain how it constitutes coercion.
I did not make that claim, because it cannot be determined based on one post only. I also said that this may not be a first time you post about this settlement.
You are the one who is doing a lot of dance on this thread to avoid the key question that underpins your case: your credibility. Can you unhidden your profle? yes or no.
My profile visibility is not the key question in this thread. The key question is whether Bambu Lab has handled warranty, support access, and the settlement terms correctly.
You raised the issue of coercion and “threatening to expose a private settlement”. If you are now saying you did not make that claim, then fine — we can leave that point there.
As for my profile: I am not making it public on demand just so you can search for a pattern to support an argument you have not established.
Please return to the actual topic: blocked live chat, unresolved hardware faults, closed tickets, and warranty/support handling.
This thread was started to determine whether other customers have experienced similar issues involving support access, warranty handling, closed tickets, and unresolved hardware faults.
Instead, some users now appear far more interested in conducting a personal investigation into me than discussing the actual subject of the thread.
My profile settings do not change whether Bambu Lab honoured a settlement agreement. They do not change whether support access was restricted. They do not change whether tickets were closed without resolution. They do not change whether hardware faults exist.
If someone has evidence that any of the facts presented in this thread are incorrect, they are welcome to present it.
Speculation about what people think they might find in my posting history is not evidence of anything.
Without credibility, your whole thread, all the things that you claimed to have happened to you are questionable. They can be half-truth, or completely made-up, or anything in between.
This is one rare case on this forum that I have seen that the original poster’s credibility has been questioned by many other users.
If you believe this thread is a waste of time, you are of course free to stop participating in it.
The purpose was never to have forum users adjudicate a legal dispute. The purpose was to determine whether other customers have experienced similar issues regarding support access, warranty handling, closed tickets, or unresolved hardware faults.
As for evidence, I have provided the information I am able to provide. Some material is subject to confidentiality obligations, while other material is already in the hands of Bambu Lab, their legal representatives, and the relevant authorities.
You are free to disagree with my conclusions. What you have not done is demonstrate that any of the facts I have presented are false.
If credibility is the issue you want to discuss, then a relevant question is why Bambu Lab chose to enter into a settlement shortly before the GDPR matter was about to proceed further.
Companies do not usually enter into written settlements, include confidentiality, and confirm warranty/support terms unless there is a real dispute to resolve.
You may question my credibility as much as you like, but that does not change the documented sequence: there was a GDPR matter, there was a settlement, warranty/support were confirmed, and the current dispute concerns whether those terms have been honoured.
Personal speculation about me does not answer that.
