Non-existent customer service

Bambu Lab H2 Series
1

Hello everyone,
My H2D has been down for over a week.

The printer is equipped with two AMS PROs.
I have an extrusion problem on both sides; the filament isn’t coming out at the correct speed. I removed the filament drive gear and checked its teeth as well as those on the motor. I replaced the extruder mounts.

I only use Bambu Lab PLA filament.
No filament is stuck in the extruders.
I replaced both extruders (0.4) with new ones.
I disassembled and checked that no filament was stuck on either side of the heads.
I tried without the AMS, with the filament spool on the external mount.
There is 10% humidity in my AMS.
I tried with new filament, and in several places in the AMS.
I changed all the PTFE tubes. The extruders are at the right temperature.

Customer service responds after several days, requesting photos, which you provided in your first message, as well as videos, print files, log files, photos, a list of checked tasks, and part changes you’ve made. Despite this, they ask for the same information again, and it lasts several days between each response. The problem with my printer is probably due to the extrusion motor or the control board, but to date, there’s no response. The machine has less than 400 hours of operation, practically new, and they hold you up for days and days for parts that cost a few euros for a machine you paid over €3,000 for less than two months ago.
Most brands have online chat and offer quick troubleshooting, but not at Bambu.

I was thinking of buying 10 H2D machines, but due to the lack of responsiveness when you have a problem, I’m going to turn to Creality and Prusa.

In conclusion, I’m very unhappy with this purchase, which cost over €3,000, not including spare parts and accessories.
The print quality is good, but that’s not everything. When you invest in your equipment to work with a tool that breaks down after 400 hours, and after 8 days you still don’t have a concrete answer to get your machine up and running again, not to mention the delays in receiving parts, it goes without saying that this brand doesn’t live up to its price.

I hope my feedback can be useful to potential future customers about the reality of Bambu’s after-sales service.

Thierry

2 Likes
2

I ordered a brand new P1S combo kit that had shown up damaged no really damaged seen on the box. However broken plastic on the frame assembly to the frame being so bent it rocks on a flat surface and the lid and front door do not close or sit flush. It’s Ben like crickets for days at a time. You may get a response at 4am (My time in Greensboro, NC) and you won’t hear anything till the next day. Also finding out a full exchange for a printer per customer service is 10-20 days and you get a shipping label to return the broken one before a new one is shipped out. Poor communication and not taking care of a customer. Felt very betrayed so far. Had done a lot of research on printer and several fitness that have purchased from them and had no issues. So just feel let down while the money I spent left my back account after I submitted and order and is laughing at me. A free roll of filament for the inconvenience does not feel like a good “we are sorry enjoy this” how about we will have a new printer otw first thing tomorrow as well as some small gifts for the trouble you had.

2 Likes
3

I got exactly ONE print out of my h2d before the motor controller failed and am in the same hurry up and wait support system. This QA is awful and made worse by slow support.

4

I know the feeling. My p2s combo arrived damaged on 11/22/2025. Bambu agreed to replace the printer, but I got conflicting responses about what parts to return. Was finally able to ship on 12/3, but unfortunately by Fedex(who are notorious for damaging packages). Bambu received my damaged printer on 12/11, but didn’t ship the replacement out until 12/28(again with Fedex so hope it makes it okay). Scheduled delivery is showing for 1/5/2026, which is 33 days after shipping to Bambu. I feel that for a company that has been a leader in consumer 3d printers, they should have better support and logistics.

5

If I have to exchange something with Bambu I always do the advanced replacement. You have to pay a deposit but it makes everything faster.

2 Likes
7

If the OP thinks it’s the Extrusion motor or the control board, just buy them and get the machine going (hopefully) and deal with support while your machine is at least running.