I just purchased another P1S (#8) and when it arrived, it was wet inside and out of the machine. The box it came in, no signs of water at all.
I dried out what I could visibly see, waited 24 hours, set it up ok, calibrated ok … but it will not read ANY sd card, and now just keeps rebooting every 20 seconds. I unplugged it as it is a fire hazard to me at this point. I never printed a single thing.
Needed this for my work demands, so after a week to get it, and now days to hear from my support ticket and likely have to ship this back and wait for another … I fear 3-4 weeks total time for me to have a new P1S running.
Anyone ever run into this? Any quicker way to get a P1S (order a new one, demand refund for the broken one?)
I honestly did not remember having any silica packets in my P1S printers so that gave me pause for thought.
I was wrong, I just double-checked my ‘empty’ boxes, all four did.
However, I am very concerned you have any evidence of moisture let alone the amount you have photographed.
I may not be an expert in this, but if it was me I would be looking to send it back with BL agreeing to pay for return and replacement with no financial loss to you.
If there were no signs of water on the box, I’m betting it got very cold and then met a humid environment where water could get sucked in as it condensed.
If that’s what happened it would be everywhere in the printer - on circuit boards and components, frame parts and bearings.
Letting it dry out was good but it can take a while for all the water in tight places to get back out, and there can always be corrosion that sets in if you have water bridge dissimilar metals.
Sorry it happened to you but with it wet like that it’s probably/possibly the carrier’s fault. The question is will Bambu make it right or leave it to you to argue with the freight company? Either way though, I wouldn’t keep the printer given it’s malfunctioning. If it is still water causing issues it may eventually get better but there could be lasting damage that gets worse.
@BambuLab do the right thing on this one without delay.
You can fix this before this user gets angry and goes elsewhere.
@Vacek if you paid by credit card, PayPal or other credit service that includes a chargeback facility, make sure you are aware of what you need to do to make such a claim.
Hopefully, it will nit be required, but protect yourself first.
Thanks for that. I’m hoping the fact that I’ve dropped $10,000+ on Bambu Printers the last 8-12 months plays a little into superior custom service here.
P A I N F U L dealing with support. Sooooooo slow.
3 days in we have determined that I would like a replacement, lol. That’s it. NO details on how this will happen, when, costs (better not be), etc … I have gotten 1 response over the 3 days thus far.
I bought a brand-new, unopened unit off Facebook (an unwanted gift). When setting it up, I found moisture inside, and the silica gel pack in the styrofoam was soaking wet. My first print was rough, and I’m wondering if the condensation caused by driving it home—from a cold environment to a warm car for 45 minutes—is the reason. The moisture was minimal, certainly less than you have.
It will take time as they do not have enough staff, they say this every time so do needs help and for years they have chosen not to fix the lack of staff issues.
They also use “we were busy during the sake”, like they didn’t anticipate that eventuality and plan for it.
The biggest problem we have is when their printers work, they work brilliantly, nothing else about the company does.
Incompetence and poor customer service seem to be points of pride for them.
I’m going on the hunt for another printer supplier, as I need to purchase 4-6 new printers, BUT i need support when I need support. Bambu clearly is not that company. Too bad really. Product is good (when it works)
Very true, I received a shipment I ordered and lo and behold, the contents were for someone else as their shipping label was attached to the items inside the box, but my shipping info and tracking number was on the outside of the box. I ordered 18 rolls of filament and received a partial shipment. I now have to ship back the box of stuff (worth significantly more than what was lacking from my shipment) before they’ll send me the rest of the order. I would have been money ahead to just keep it and re-order the colors that went missing instead.
I had to take photos of every item after three rounds of trying to convince them that they messed up. After the photos were more photos of the shipping labels inside the box and then outside the box. Every step was another question, and another day of waiting would go by waiting for a reply (they reply at about 0100PST-0300PST only it seems).
Then they set a time limit for me to return it before they charge me for the items I didn’t want and didn’t order. Really poor customer service. There was not even a “thank you for being honest and helping us” from them. Not even a “we’ll ship the missing filament NOW, please send back the other stuff when you’re able”.
Quite disappointing and better customer service would have written it off and just refunded the missing stuff or said “keep it, sorry for messing up AGAIN”. My P1S arrived after being DROPPED on its top because the shipping company truck tipped over and @BambuLab said to “try running it” instead of shipping a new one.
Did they supply a pre-paid return label? If you are in a location with fast shipping sometimes it’s easier just to re-order everything immediately and return the missing/damaged items.
In Canada unfortunately this would not be a “you get to keep it” situation, maybe in the US it is different.
They did supply a return label, but the hoops you have to jump through are pretty silly. I took photos of every item’s barcode and uploaded to the ticket, they sent a label and request that I take a photo AFTER FedEx accepts the package showing the receipt showing I shipped it. They want a photo of the package, then a photo of the package and shipping receipt, allegedly so they can track it, despite having the tracking number already. Quite bizarre and makes you wonder who runs their customer service…
You are extremely generous with your time. I would have declined unless they were promising something like advance cross-shipping of your correct item.
Bambu finally got back to me with a return shipping label (they paid for) and instructions on how to package and ship back. …. Made mention that it should not cost me anything.
They offered (and sent me) 2 rolls of white PLA as compensation for the experience. Nice, not something I will likely use but ok. Might print some fake marshmallows or something lol.
So packaged it up, dropped it off at UPS today and now I wait for a refund when it arrives back, is inspected etc.
Far from good customer service. But it got done I guess.
If you have completely documented the condition of the unit including the unopened (or even opened) box and also the inside (like you are showing) then I don’t see any issues you (should) have with requesting Bambu fully covering a replacement with all shipping costs included. Everyone (even lay persons) knows that this is the cost of doing business and is most certainly built into their final pricing. If they are an ethical company, they will replace the unit. If you bought it from a retailer in your country, then they should make good on it.
This is exactly why we almost never buy directly from any company not based, or at least has a “branch” in our Country. We learned the hard way that purchasing products directly from companies based overseas may result in major headaches and production issues given the language barriers and time differences. This is why we (when we can) purchase from Amazon (with a bit of barfing sometimes) or B&H, or Adorama… If something is defective, we send it right back for a refund or replacement and our “downtime” is minimal.
As good as Bambu seems to be, the only reason we have not purchased any of their products (and we are so tempted to because of their seemingly high quality) is because when we were in the market in 2021 they only sold from China and we won’t deal with that. Also, since they have installed this closed loop ecosystem, we won’t even consider them.
Exactly how mine arrived. CS had recommended for me return it but what a process. Just like others said, tons of pictures of each step, threatening messages that I had to ensure everything was packaged as it was and all contents and accessories included. I was given the option of paying deposit on a new printer so I could get a replacement quicker but I was not wanting to sink even more money in. I think the whole process from original ticket to new machine delivery took 2 to 3 weeks. I had to wait for them to receive the old machine, wait for an inspection period and each step I would request updates. Near the end I was given a tracking number and then it still took a few days tk ship. Really hoping that the length of interaction was due to the holidays otherwise sheesh.
