Not to mention, their Austin “office” is just a leased suite on the 3rd floor of a shared office building with no more than 1000 sq ft, and they’ve had that for well over a year now. If they wanted to build out support, they would.
All their q4 “hot jobs” for hiring are in China, and software/server/technical engineers (not customer service there either lol).
I cannot find this live support anywhere. I clicked the link you had above and it directed me to the chat bot.
It appears as if my dispute reflects quite quickly on their website, as the url to my order is no longer valid.
Just a heads up the live chat is only available during certain times.
Depending on your location and if you are in north america it could be a ~12 hour difference in time zones.
Yeah, it’s a bit inconvenient that they don’t have 24/7 support, but any live support is better than none. I’ve used it like twice, and their working hours are late-ish in the afternoon for me, which isn’t too inconvenient.
So they should be available in 8 hours. I’ll try the live chat link then.
In that case, it is as simple as requesting a refund from BL, which is the fastest way to get one’s money back. Furthermore, if it has to go the chargeback route, having asked for a refund boosts one’s chance of success becaue it shows one has followed the normal procedure.
Do what’s best for you. There isn’t a fight between a Bambu Lab tribe vs Prusa tribe. They are just printers. Buy whichever brand one wants, and feel free to switch back and forth or buy both, or even more brands, as some do.
I agree. BL should have a live chat hours better for major markets such as US and some other contries. The other day I was going to ask a quick question about an order, but found the live chat not active at the time.
Yes I did that was the first thing. They just played games
I could never imagine throwing away that primo packaging myself
I got my P1S combo (AMS 2 PRO) on Saturday and went to set it up only to find out the filament buffer is not here. I contacted customer service and got a run around. To be honest I was looking forward to using the printer. Wish i had never ordered it now
Welcome to the forum!
If you look on your account are there three tracking numbers for the order? They are shipping the printer, the AMS 2 Pro and the box with the buffer and other accessories separately.
After reading your reply i went and checked and the order only has two tracking numbers and both were delivered, just to be sure i went through the shipping boxes and all the little boxes that came with it. No filament buffer
The only other thing I can think of is they ran out of the accessories kit and will ship it when they restock, but they should have let you know. They should be able to figure out their mistake if there’s no 3rd tracking number. It should look like this:
If you talked to live chat I would definitely open a ticket too. The live chat can’t fix a lot of things.
I did talk with them on live chat and i also opened a ticket at the same time. Thanks for letting me know about this
Customer service post purchase was unhelpful to say the least.
There seems no common sense whatsoever and simply following “policy”.
I received a P1S as Christmas gift from wife which delivered to her Early Dec purchased directly from the Bambu Store. I received at Christmas, the box remained unopened & wanted to return & upgrade to P2S at higher cost. Not a return but an upgrade.
I was told this could not be done as the “change of mind” return policy is valid for 14 only days. What?!? How’s this even possible when a gift?
I was not looking for refund but paying for upgrade and covering shipping costs myself. The P1S is still current model and selling, the return easy. I pay for P2S and upon receipt of P1S return they credit the orginal purchase price. But simply NO as was outside of 14 days. This is illogical and zero common sense applied. I asked for review by supervisor but received same response. NO.
I will keep the original P1S and do all i can to never support Bambu Labs again as clearly they have grown to a size where customer service no longer matters.
Welcome to the community.
I think you give the company far too much credit. This is not a function of their current size. They began acting this way around June of 2023. At first, many of us dismissed it as growing pains. Then the narrative shifted to possible incompetence. At this point, it looks like simple hubris and a clear lack of respect for their customers. Why would they change? Nobody pushes back, and people keep buying the product. There is no incentive to behave differently.
That approach can work briefly for a startup, especially when the market is full of first time printer buyers who do not know what good support looks like. It does not scale indefinitely. Eventually, they run out of first time buyers. Customers like you who were burned become the loudest voices. Prospective customers stop calling altogether. When that happens, leadership will likely search for every explanation except the one staring back at them in the mirror.
It should also be noted that Bambu Lab’s default posture when dealing with customers is to treat them as untrustworthy and dishonest, as if all customers are trying to cheat the company. This often manifests as responses along the lines of, “You did not receive the shipment? Prove it. Show us a picture.” I am not exaggerating - this actually happened to a member here. There is a saying for that: “Every accusation is a confession.”
Let me ask you a question.
Let’s say they do as you want. The return P1S is on the way back and upon receipt it’s damaged. BL looks at it and tells you it’s damaged and the deal is void.
Who damaged it? Who takes the loss? Let’s remember you just take a pic of an unopened box, that’s all you got. Are you going to pay the difference, which will most likely be not getting any refund and springing for a new P2S while you’re at it.
I can’t wrap my head around everyone thinking they get advance replacements and returns during the Christmas season at a lighting pace on high dollar devices.
Just some perspective. Your return isn’t the only one coming back. Your issue isn’t the only issue. Bambu is likely not interested in making policy (good or bad) exceptions and tracking those exceptions during any season, let alone after big sales and higher volume.
I’ve worked returns. Really good policies and excellent CS. There is absolutely no way we wouldn’t ship until return is processed and we’d never try to handle the payment issue that you are thinking is easy. It isn’t. We never ever did what you’re proposing and we were in the US. Return, refund, reorder. Only in rare cases would be make an exception and then we had folks that handled just that exception to prevent further payment and processing errors. Exceptions were only when the carrier verified product lost or damaged.
The easiest thing to do would be to purchase the P2S and accept the refund once the P1S processed.
Just some food for thought. I’m sure you’d rather believe and listen to those with chips on their shoulders or an axe to grind. Feel free if you want. Won’t get you anywhere though.
Oh yes, the typical scenario: the customer makes a mistake, but it’s the company’s fault. We’ve all been there. Those are always the best customers.
First of all, why not the most obvious option? If it’s still in its original packaging, you can sell it on eBay or elsewhere without losing money.
Technically, it doesn’t matter whether you want an upgrade, exchange, or return. You don’t realize what an expense this is for a company, do you? Even though many people think that shipping is free and returns are no work at all.
Do you do that with other purchases, too? Buying a car (or having one given to you as a gift), only to realise much later that: ‘Hmm, I want a different one’? Amazon also only has a 14-day return policy, like almost every retailer and manufacturer, with a few exceptions. That means you shouldn’t order anything online anymore, or your wife shouldn’t, or?
With all due respect, it’s your mistake, so use your common sense and just sell it on eBay. Problem solved. There’s no need to complain on the forum when it’s your own fault.
I think you are misunderstanding my situation/explanation. I was not asking for advance return. I get all that you say. I asked that they give me an RMA number so i could return it at my expense, and of course if received damaged or I opened it, they charge me or refuse return.
In the meantime while waiting for return, I ordered the new P2S combo with extended warranty (mostly pure profit for seller) and I am the one out of the $$$ while exchange happens. I even sent them Order number so they could see I wasn’t BS’ing my “intent”. They said they would not ALLOW me to return P1S for return credit (not including initial shipping charges as would eat those myself as well) on card it was paid for on. So i said, okaym then cancel the P2S order and refund me as I had already paid for. They said yes and is currently in “refund” process. So they have time and effort to do all that but not willing to except a return of in the box item for a larger sale including extended warranty. Makes no sense and people not doing whats overall best for company.
