So many people only post the bad experience. This isn’t one of those!
Here’s the story:
I had waited 8 weeks for AMS 2 Pro’s to become available for purchase again. Yes, I subscribed to be notified when they were back in stock, but each time I was at work, and I could not purchase before they were out of stock again. I resorted to checking the website with a direct link to the product detail page, every hour or so, and I finally got the 5 I needed.
However, about a week after hooking them up, I noticed errors from one of them, failure to retract filament or whatever. I went online and found some surprisingly good documentation and help. I did everything suggested, starting with the simple stuff like replacing all the PTFE tubes inside and out. I also pulled the AMS 2 Pro apart to check that there were not blockages from broken filament or other debris. It was brand new, so it was very clean still. I probably went through 3-5 different things to try out to fix this problem before I resorted to contacting support.
Of course, they told me to do all the things I had already tried, no surprise, I gave them a video showing how the unit would feed the filament in, but the internal fillament hub would just not grab onto it unless I manually fed it a bit while the motors were spinning. Pulling the unit apart I couldn’t actually see any damage or anything wrong with the internal hub. I thought maybe it was the feeder unit that feeds the filament to the hub.
But after showing the video to support, they said it was the hub. So they sent me one. The problem is, like everything, it was out of stock. So 4 weeks later, I finally got it. This time was about the 5th time I had pulled this new AMS unit apart and put it back together.
Unfortunately, while putting it back together I noticed I had worn out 3 different screw holes and they were stripped out. I asked support what I could do. I was expecting a solution like them sending me larger screws or filling the holes with epoxy and drilling smaller pilot holes for the screws to grab onto (it’s all just plastic). But they sent me the whole box and frame units to replace them with new ones.
I got those much more quickly, only about 10 days of waiting.
But this time, while removing the control board from the old plastic box (that had stripped out holes) I damaged the plastic connector part of one of the wires. It was really stubborn and I had to apply too much force to remove it. (the others came out easily). I swear they glued it in! haha
Anyhow, the Bambu Lab site doesn’t have these listed anywhere for sale, or I would have just purchased it myself. But it turns out there is a cable kit for the AMS 2 Pro that has it. It’s sold on another site. Rather than wait even more time for them to ship one to me (which I know they would have), and because this one was really all my fault, I went ahead and purchased the kit from the other website (probably paid double what they normally cost I bet).
But besides what sounds like a bad ordeal, Bambu Lab support was very supportive through the whole process! They never once thought I was trying to scam them. They treated me with respect, that we all would expect as paying customers, and they were very fair.
The only gripe I could complain about is how long it took them to reply, some of that is the time zone difference I’m sure. Also there’s a tad bit of language burrier to deal with, they didn’t understand what I was typing, and wanted a lot of pictures and video to help explain it. Other than that, it’s been one of the best ‘bad situations’ I’ve been in with any support.
My AMS 2 Pro is working as good as the others now, finally! I am a happy customer and this only strengthens my “Bambu Lab Fan Boy” status. 