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?
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
- 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.
- 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.
- 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.
- 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
Are you joking? Or by small and new did you mean relative to Huawei?
1 Like
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
1 Like
Lack of phone support is very frustrating indeed. I “received” my package today. One tracking number, package says one of one. It’s just two spools of filament. I ordered the pro engineering bundle. Bambu’s website shows it all in the same package and delivered.
I already have a bad feeling about this company. I may just have my financial institution reverse the charges and get a Prusa. I’m very impatient with companies who don’t have live customer support.
1 Like
More power to you!!!
If more folks would take the fight back to companies that do this, then fewer companies would get away with it. But sadly in this day and age, it is the person who complains who is perceived as the a-hole because people are sheeple and everyone is conflict-avoidance. I believe Neville Chamberlain learned that lesson the hard way not to appease the bad guys. 
But so long as there are fanboys willing to cover for this sort of lack of support, I’m afraid nothing will change. I have a theory why Bambu won’t put their product on Amazon and it has nothing to do with profit loss. Even Amazon would have booted a seller with this sort of bad track record. Hell… even Ally Express wouldn’t put up with this so why should we?
2 Likes
Just got off the phone with my cc company and started the dispute process. If I don’t get resolution in a timely manner, I’m moving on.
I was looking forward to the printer, but I’m intolerant of companies who do not have accessible customer service. A chat bot does not cut it.
2 Likes
If it were me, I would have asked for a replacement right at that point, or a refund if I didn’t want the printer anymore.
If you don’t have the printer yet, there is nothing to dispute. You can ask for a refund now and move on. The dispute arises when you have asked for a refund and the request has been denied or not responded to in a timely manner.
I called the credit card company and explained the situation and asked what they recommend I do. This is the route they recommend that I take. According to bamboo system, I am in possession of the printer, which I am not.
So the dispute is whether or not the printer has been delivered. Not sure if that’s a dispute between BL and you or the delivery company and you.
Last time I had a missing package from BL, I requested an investitation with the carrier. It took the delivery company about a week to come to the conclusion that the package was lost. Once the status of the package changed to lost, BL sent out a replacement the next day.
People have said that one can also ask BL to open an investigation on one’s behalf. But the process is probably still the same: BL waits for the status to change from “delivered” to lost, that’s when they can file an insurance claim to get the money back. Until then, they won’t send out a replacement becasue they have only received the money for one.
In terms of timeline, I got the package about two weeks later than scheduled because of that botched delivery by the carrier.
In any case, good luck.
This has been a recurring issue in many threads about this specific topic. Nowhere in Bambu’s shipping policy is it clearly stated when the product title passes to the buyer. So the fallback in the US is the standard UCC. Under standard US UCC rules, the default is that title transfers to the buyer once the product is handed over to the carrier (e.g., when it’s on the truck).
The problem, as many have noted, is that shipping companies like FedEx and UPS often refuse to discuss delivery issues with the recipient. This creates a frustrating loop where the buyer is stuck between the shipper (Bambu) and the carrier, with neither taking responsibility.
Ultimately, the most effective recourse in these situations is a chargeback.
This is not so black and white. If the credit card was charged and the shipper(Bambu) is dragging their feet or stonewalling the customer, then the buyer does have recourse as has been discussed by issuing a chargeback
@user_511778314 Have you checked with your financial institution to confirm whether a charge has been made to your card? Assuming Bambu hasn’t changed their process, they bill upon credit card approval. If so, then your financial institution will back you to the hilt.
Either way, a chargeback will get Bambu’s attention and as I mentioned in my previous post, “take the fight to them, don’t let them get away with it… make it sting!!!”
The package isn’t lost, it doesn’t exist. I’ll elaborate.
Bambu shows the contents of the package next to the tracking number. It shows all contents arriving under one tracking number. Okay multiple boxes, on tracking number. It’ll typically say 1 of 1 if it’s a solo box, or 1 of 4 if it’s…well you know.
Anyway, bambu shows the package is delivered including all contents. No other tracking numbers provided and it states “fulfilled” on their end. Meanwhile, I received a single box of filament that says 1 of 1 in the upper right corner. There are no other packages coming, tracking number shows delivered on UPS website and order shows fulfilled and delivered on Bambu’s website.
I’m not going to sit around while they “investigate”. If somehow, the rest of my equipment shows up in the next couple of days, I will simply cancel the dispute. In the meantime, I’m liking the Prusa core xy and may order one of those.
2 Likes
Good for you!!! In marketing parlance, the technical term is; “Voting with your feet”. If a merchant treats you badly, there are options. Again, if more people would stand up then maybe, just maybe, Bambu would address the sad state of affairs of their customer service.
The fact is, most companies understand that securing a new customer is only the first step. The real challenge lies in ensuring the customer loves their buying experience so much that they become a vocal advocate for the brand. It’s shocking that Bambu, after starting strong, has managed to squander so much goodwill.
Companies like HP in the 80s and 90s understood this—spending an average of $10K in marketing just to gain one new customer. They knew the critical importance of keeping existing customers happy because losing even one meant wasting that investment. Unhappy customers don’t just quietly walk away; they actively warn others to avoid the brand.
How often does the average buyer make a significant purchase like this? If they’ve been burned once, they likely won’t return. Bambu’s failure to prioritize customer satisfaction shows an alarming lack of foresight. If this continues, they won’t just lose repeat business—they’ll lose credibility and any chance of long-term success.
Even Michael Dell, when Dell Computers reached its first billion dollars in revenue, publicly apologized for poor customer service and vowed to make improvements. Those efforts ultimately led Dell to consistently high customer service ratings. The key difference? Dell admitted the problem, owned it, and took proactive steps to fix it. Can the same be said of Bambu Lab? Their silence on these issues speaks volumes, and their lack of acknowledgment is deafening.
That’s what I don’t understand about BL even smaller chinese based companies have recognzed the importance of customer service. I started in lasers with XTool and they had similar support to BL. Well they realized the problem and set up a small call center seemingly overnight in Vegas and made a number of key people very accessable through FB Messenger. Same thing with Thunder Laser and Aeon Laser; both have phone numbers, video call tech support and if things are really bad will actually fly a tech person TO YOU at their cost!! Now I have two orders of filament, one still has no tracking number for over a week and the other got delivered in four days. And there is silence on the one that’s been sitting there over a week even though I was charged for it
1 Like
Did you tried to change included SD card? On reddit many people claim that replacing stock SD card to a new one solved many of their problem. Especially that one “now the head just crashes into the front side and knocks the cover off every single time and now nothing fixes it”. As for filament cutter being stuck, I had this issue as well. Its an easy fix: remove filament cutter, sand a plastic all around it and install it again. It should work fine after these procedure.
That just doesn’t hold up when they can sell over a million printers. A business has a responsibility to create infrastructure to support their growth, or limit that growth - choosing to not have adequate customer service while taking in all that money is a purposeful choice they made, not a “small and new” problem.
1 Like
They are trying to upgrade their customer service though, they aren’t, as you said, “choosing to not have adequate customer service”. For example, they already have a live support line and if I remember correctly, I was wrong in my initial reply and (I think) they are trying to get offices internationally, but I could be wrong.
There is the notion of intent and execution. Where Bambu Labs has acted in bad faith, in my view, is by deliberately diverting resources away from their existing customer support responsibilities. They have effectively abandoned their primary obligation to customers in favor of chasing additional revenue streams.
If it isn’t clear what I’m referring to, it’s the Makerworld initiative and the corresponding software updates to Bambu Studio aimed at catering to promoting Makerworld while customers wait sometimes weeks on support tickets.
Consider the resources allocated to Makerworld—money, personnel, technology services like their Wiki, etc. Now ask yourself:
- What impact could those resources have had if they were directed toward hiring more customer service agents or establishing support organizations in the countries where you do business?*
It’s a pity because the Bambu of January 2023 had such a strong start. You launched a world-class wiki, promptly addressed issues, and executed well on initiatives like this forum.
_______________________________________________
BAMBU! Why do you stay silent on this issue? You’re broadcasting loud and clear that customers come second to profit.
1 Like
Yeah, I’ve seen the job postings, they bring their own concerns. When I checked last week they were looking to hire full remote, full time, CSR’s with no location requirement. And the jobs were only listed on their own sites, not on any job boards.
Which just isn’t how hiring works in America, to be brief.
1 Like