As some of you may have already seen in other threads, I received several brand-new H2C units, and they came with multiple defects: the AMS is faulty, the display is loose, the front door makes a cracking noise, and there are also scratches.
I reported this issue to Bambu support on Tuesday, and to this day there has been no resolution, no reply, nothing. Complete radio silence. Even though a PayPal case has been opened, this company is not exactly covering itself in glory.
I find the way customers are being treated absolutely outrageous. All the proposed solutions are useless, like suggesting I spend another €3,000 on a new printer or €300 on a new AMS. I can order that myself, I don’t need Bambu for that. I don’t see the point, except that they would get even more money from me. At that stage, I might as well just find a retailer here in Germany and buy the same printer or AMS again.
I honestly don’t understand what they’re thinking. I can only say that I’ve had significantly better experiences with AliExpress when it comes to resolving issues than with Bambu Lab. Same goes for Snapmaker.
Over the past four months, I’ve invested €7,000 to €8,000 into this company. Between me and a friend, we’ve had four AMS units, two of which were defective. Then there was an A1 Mini that was completely defective. Now the H2C, the two AMS units, all within just a few months.
And every single time there’s a problem, they resist. Even something as simple as requesting a sticker set for the H2C is denied, and you’re told to pay for it yourself. There is absolutely zero goodwill.
The device feels like a refurbished or used unit. The AMS is defective, the display is loose, the door cracks loudly, there are scratches. I can’t even properly test it further without a working AMS.
And on top of that, poor printers and poor service are things I can get elsewhere as well, just for significantly less money. Charging €40 for a small fan on the print head is completely unrealistic. €36 or €37 for a simple hotend is just as unreasonable. Prices like that might be tolerable if the quality and service were solid, but in a situation like this, I genuinely don’t understand what I’m even paying for.
Then you have people in their forum claiming you should be grateful and that Bambu supposedly doesn’t make money on their printers. I don’t know what world those people live in. If I look at something like a Flashforge printer, it may not be the exact same quality, but you can get a CoreXY printer with four-color capability for around €379. And here, you get a basic plastic AMS with cheap internal parts.
Sorry for the wording, but from what I can see inside, this device is not worth more than €50.
There are also plenty of negative examples on Trustpilot and in this forum when problems occur and no quick solution can be found. The real issue is that if you depend on this machine to make money, this level of service is completely unacceptable.
As a comparison, I wasn’t particularly impressed with Snapmaker’s service at the beginning either. There is always room for improvement. But I have to admit, and I even told their support directly, that when problems occur, especially repeated issues, they become very fast and very accommodating. I had two defective printers from them with much smaller issues, problems I could have mostly fixed myself, and still they immediately offered me to return both units. They sent me the return labels right away and promised that once the devices arrived, everything would be processed within a week and I would receive two new units.
And here, I’m waiting a full week just to get a response.
How exactly am I supposed to test the device without a working AMS? How is any user supposed to do that? I have a 14-day right of withdrawal, but I already need weeks just to receive a replacement AMS. What choice does the customer have other than sending back a 45 kg machine, assuming they even get a return label at some point?
Honestly, if I hadn’t paid via PayPal, I would be seriously worried right now. As it stands, based on my past experience, I’m not concerned. They can keep not responding if they want. I’ll get my money back and keep the printer, because I don’t even have a return address, and I’m not going to pay upfront for shipping 45 kg. PayPal doesn’t require that from me either.
I hope the support team is reading this. You can keep playing this game. I’ve given you five days. If you don’t respond within that time, I will escalate the case to PayPal and they will decide what happens next.
As I said, I don’t even have a return address, even if I wanted to send it back. And since there is no response, my hands are tied and escalation through PayPal is the only option.
That’s my experience with Bambu Lab. Things like this need to be made public, because there are probably still too few people who have had to deal with their support in a serious case. As long as everything works, everything looks fine. Selling products is easy. You only see how good a company really is when something goes wrong under warranty.
