Poor customer service

Bambu Lab P1 Series Troubleshooting
21

Did you actually submit a support ticket to them yet? It’s clear you are not happy but I can’t find anywhere in this thread where you’ve said you actually submitted a support issue and then how long it took them to get back to you?

22

You have 14 days to get a refund on a printer that does not work.

You have 30 days to get a replacement of a printer that does not work.

You have 365 days to get a repair of a printer that does not work.

2 Likes
23
  1. Bambu actually has a live support line, although it’s a bit hidden. You can access it here. During their working hours, you can click the “Live Chat” button and it’ll take you to a live help desk site. If I remember correctly, their working hours are 9:00 AM to 9:00 PM UTC+8, so convert that to whatever time zone you are to see if you’ll be able to access it.
  2. While it does seem you’ve had a very negative experience, and I would likely be just as mad as you are, please do know one week is NOT a lot of time for resolution. Again, I definitely understand the frustration- I’ve felt it with other brands when it comes to 3D printing. But typically, you’ll need to be patient to come to a proper resolution. Support will try to resolve your issue by sending you free replacement parts and finding other solutions, so I would try that. If you’re really insistent in returning or replacing your printer, make sure you’ve created a ticket here and go from there.Typically, I’ve found they respond within a day or so through tickets created from that page, and they have been quite helpful as well.
  3. Keep in mind Bambu is a relatively small and new company when compared to other equipment manufacturers. They currently don’t and likely won’t have full international customer support offices for this reason.
  4. Make sure you have documentation of the issues besides just text. If you want a quicker resolution, don’t wait for them to ask for stuff. You can record the issues you’re facing and upload them to your ticket for faster resolutions, that way they save the time of having to request showcasing of your issues.
2 Likes
24

Are you joking? Or by small and new did you mean relative to Huawei?

1 Like
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By their own Bambu Lab | LinkedIn, they are between 200 and 500 people. So they seem to be exiting the SME category, depending on definition