Haha, this response is laughable. You must work for BL with this perspective.
Clearly you didn’t read it all nor understand it. I would eat those expenses you speak of and they get a larger sale with extended warranty purchase (pure profit for them). The issue is they would not look at the situation with common sense and not recognize the situation. Teh obvious, sell on Ebay??? For the same price someone could buy new from the onlne store. Who??
However, al said, you are right, it is my fault for receiving a gift and wanting to upgrade it with “zero miles” on it or the door even being opened. My fault for wanting to upgrade and support this Co.
You realize you could easily have gotten every penny out of the P1S just by selling it privately. Maybe more.
I get it. So you’re past the return policy. For me, when I was manager that was a grey area, and one I don’t think the Chinese consider. If you were decent and I could resell without a loss I’d do it. If you were a dick or it was opened I’d tell you to pound bricks and stand on policy. Like I said, reasonable ask, but the way the Chinese (not just BL) do business, that’s not likely to happen. You’d run into the same problem with any of the vendors. I know because it’s happened to me too.
There lies the biggest issue too. The Chinese do business their way and under their terms. They tend to set their policies and see it as a big problem if you want them to deviate one little inch. I believe that’s why they come off as so distrustful. I hate it, but it is their business and if we want to buy their products we gotta play.
Do as you will. Hell, if I hadn’t purchased one recently I’d give you retail for the printer without thinking. I think you’re doing yourself a disservice. Get the P2S you want, you won’t have any problem selling the P1S. Take it as a learning experience, one that pissed you off, and enjoy printing.
As you’re new to the forum, you won’t know this, but there are actually a few things I criticise about Bambu. The difference is factual, though.
I can see that you want to make an impact on the forum right from the start. You’ll have a lot of “fun” here with your attitude. You will quickly realize that even though these discussions are often heated, they all have a certain basic maturity.
At the moment, it seems to me that it wasn’t your wife who gave you this gift, but your parents. I could be wrong, but I suspect you’re underage. That’s why selling it on eBay poses problems. That’s not how an adult would express themselves.
Just a note: If someone works for Bambu, e.g. as support, this is clearly visible next to their user name.
I am going to jump back in here and restate this in a fact based way, because the pushback being directed at the original poster is missing the core issue.
Fact: Bambu has a stated 14-day money-back guarantee for unopened, unused, and unactivated products. To use Bambu’s own language, “we gladly accept returns within 14 days from the day you receive the goods.”
Fact: This unit was purchased as a Christmas gift. It was ordered early specifically to ensure on-time delivery for the holiday.
Now set aside, for a moment, that Bambu can verify whether a machine was ever activated. Set aside that they can see, with certainty, whether a serial number was powered on even once. In consumer electronics, it is standard practice during the holiday season to extend or flex return windows precisely because gifts are purchased in advance. Merchants benefit from this practice because it increases buyer confidence and drives higher order volume.
Fact: Whether the sealed box is returned at day 13 or day 28, a sealed, unactivated unit is still a sellable product.
So what is actually being argued here is not whether Bambu followed a published policy. They did. What is being questioned is whether strict policy enforcement took precedence over common sense and good customer service in a situation where there was no financial or inventory risk to the company.
The original poster was not asking for a freebie. They were transparent. They were willing to return a sealed product and place a higher-priced order instead. That means more revenue, not less. Most businesses would recognize that as an easy decision.
This is the heart of the issue. Company policy should not override sound judgment when flexibility would preserve goodwill, increase customer loyalty, and result in higher revenue - especially when the product in question is still new, sealed, and fully resellable. Ignoring that reality is not customer service. It is policy enforcement for its own sake.
I actually agree with you, as objectively as you put it. I’m totally with you on that. But that’s exactly the difference: you explain it sensibly, objectively, and yes - the support could definitely be better. I think we all agree on that.
On the other hand, regardless of your comment, I read user_466131036 comment as it is written: emotional, lots of spelling mistakes, etc. I don’t mean to be rude, but that’s how it is.
The support staff are only human too. When I read something like that, I would also have my doubts, especially since there are unfortunately many scammers out there. Many users often don’t understand that the friendlier and more polite you are towards support, the more likely you are to achieve your goal – obviously not always, let’s be clear about that.
Something completely different, but still relevant to the topic: Maybe Bambu should put proper seal stickers on packages so they can quickly check whether the package is still original sealed. Not just because of this case, but in general. Of course, it’s not 100% secure, but it’s better than the current tape, which isn’t really a seal at all.
A real sealing that cannot be removed with a hair dryer and has to be cut open. I’ve seen this done by several manufacturers. Usually, customers have to record a short video walking around the package.
It’s also better for the customer to know that it’s not a used device (e.g., from a dubious retail seller).
That’s just the current situation, no sealing, just tape.
Yes, yes and yes. I’ve lost my cool at a companies support before, not going to lie. Weeks of frustration build up and you lose your perspective. Believe it or not I now start with “I know it’s not your fault. I am irritated and we have to fix this”. Not always, but it helps.
I have worked many customer facing roles. I had to learn empathy, then learn to stand my ground. Give an inch and it’s over. “You let me do it before!” becomes their war cry.
The customer sees it as you being a jerk. What customers don’t see is it’s policy not the support agent they’re working against. I can bet that 98% of the people who answer tickets would just as soon let you have what you want just so they don’t have to deal with you any longer. So many times I wished this.
Policies are in place for a reason. They cover everyone, not just you. No matter what you think, how right you think you are, the policy comes first. Everyone needs to be treated the same, no matter the circumstance. You aren’t special. You won’t magically become special no matter how loud you scream or the threats you make. Trust me, on the vendor side policy is fantastic when you have a screaming difficult customer. I used to dig in and just repeat the same thing about policy to every insult.
I 100% agree - you’re speaking my mind! It’s better to have one disappointed customer who didn’t read the rules than thousands of angry customers who feel they’ve been treated badly because someone else received special treatment. I’ve worked in customer service for ten years. If someone gets special treatment, it’s sure to be posted on social media. Then you end up with lots of angry customers, and rightly so.
Bambu will be no different, since absolutely everything is now posted on Reddit, even support tickets.
That’s also the best way to start a conversation. To be honest, I am biased: if someone writes to me in an unfriendly manner, they immediately receive an automated message. It’s better if they think I’m a bot. On the other hand, if someone is friendly, clear and determined, and expresses dissatisfaction, they receive a personalised response. If necessary, they are even given a phone number for a personal conversation.
Many customers want help, but there’s simply no time to offer “personal counselling” or “emotional support” when someone is being irrational, which unfortunately often happens.
Unfortunately, there’s one more thing that needs to be mentioned: the more aggressive customers are, the more likely they are to be scammers. Not always, of course, but oh boy, very often. When someone is extremely unfriendly, all the alarms often go off, to the point that the customer even gets a “flag” and the entire company database is notified.
What sounds harsh to many is actually protection for the respectable 95% of customers. That’s why I always say: be friendly when asking for support; write objectively; ask a friend for help, if necessary; and use ChatGPT to avoid failing at the first hurdle.
My experience when I tried opening a service ticket I was asked to put in old printer number and new printer number, don’t have old printer number and the chat didn’t help at all with my problem. After assembly I get a message at first calibration saying toolhead malfunctioning and extruder eddy current sensor is broken. Couldn’t find any help either!
