If you cant help, dont. Karen
Dude bud lol
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As far as I’m concerned, the wiper purge was missing from the package of my A1 Mini Combo. I hope they won’t take 3 months to send me the part (I had the same procedure as you). I think it’s crazy that a part can be missing from a package when the protective foam highlights the part…
I opened the ticket 3 days ago, now I just have to wait, but I have a feeling I’ll have to order it myself if I don’t want it to drag on for months! In any case, even if my case must be marginal, it doesn’t inspire confidence…
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I just went through the same thing with their support over a first stage feeder on my AMS that wasn’t feeding filament properly. I sent them the logs, a video of the issue and numerous ack and forth messages. They finally wanted me to totally disassemble everything, try this, then try that and on and on. After reading that support response I told them I’m sorry but I am not going to totally disassemble this thing being it’s under warranty. After that they said they were going to send me a new first stage feeder so we’ll see how this works out.
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I guess Bambu Lab understands and knows that excellent customer service is required if they want to stay in the market.
Personally I still have no issues or problems with Bambu Lab and I hope my P1p can SOON have a little brother called A1 without AMS. 
Well, this is worrisome! I just bought one!
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The few times I’ve needed support I have documented the troubleshooting process as good as possible, pics and video if needed.
Then I simply open a ticket, I’m respectful and list all of the above. I have yet to have to jump through hoops, I’ve gotten a part that I screwed up and paid for, sent to me within a week.
I’m not special, not in the slightest. I just know the steps and do as much as I can before submitting the ticket. I did this wiith Elegoo and Creatlity. One was good the other was laughable.
Having done tech support before I can promise you that if you come off with a know-it-all attitude, condencending, you will get the least amount of effort. Any support, any company, is underappreciated and often treated as if they caused the issue.
That being said, Bambu does need to step it up.
Just my $.02
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I figured out a long time ago that listening to only the negative talk simply prevents one from enjoying anything. There is no perfect solution to meet everybody’s needs.
Think of something that you have and enjoy. Now look up the reviews on Amazon. Look at the one-star reviews. No matter what you have, someone else thinks it’s the worse product ever. Now think of something you bought that was absolutely the most worthless piece of garbage you’ve ever seen. Look for the five-star Amazon reviews. Are you sure they’re talking about the same product?
Don’t go through life second-guessing yourself. It’s a miserable way to live. Make a decision and move forward. Make your own decisions. Woulda / shoulda / coulda won’t do a thing for you.
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Regarding customer support, let’s say for a moment that we are hearing the true problems from 10,000 unhappy customers complaining about Bambu Lab Customer Service. Thats considerable, since it would take a long time to digest all of that. So 10k is only 1% of the over one million printers sold. Is it possible the customer service issue is the few thousand that keep posting on forums? That make it seem like it’s a bigger issue than it really is. Just thinking out loud. Let’s not forget there was a lot of unhappy people trying to get free filament because of an overhyped tape concern. There are always people complaining, it’s sort of a natural human pastime and one of your hobbies apparently.
Its easier to just compare to other companies. BBB or trustpilot will be best for that.
Youre explaining something extremely obvious that will always be factored in.
There will always be complainers and there will always be fan boy gatekeepers that think they work for the brand. But, when a company is on top of things, they will have positive public ratings.
I think you keep referencing fanboys cuz maybe you’re kind of an anti fanboy by nature. People tend to recognize behavior in others that is actually reflective of their own. Regardless, it’s pretty clear you have an emotional connection here considering some of your replies have been taken down. Whether I’m a fan or not isn’t the issue. I tend to resent childish, drama seekers that simply complain about things for attention. It’s not healthy to associate gratification with negativity, as it perpetuates your need for it.
When someone likes being a victim, it’s called a “victim mentality” or “victim complex,” which describes a mindset where a person consistently sees themselves as the victim of circumstances and blames others for their problems, often even when it’s not the case; essentially, they derive some sense of comfort or validation from feeling perpetually wronged.
This sounds fishy to me. You sure you didn’t have a collision that caused damage? Popped the cover off the tool head and broke the connection? You only need to forget to remove the prime tower once, or think you can reach in there faster than the tool head can move to remove a clump.
This is probably what customer support is sketchy about and I don’t blame them. I handle public complaints about drivers and it’s amazing all the things that people claim. Until you play back the video footage from the forward facing cam, backward facing cam, and driver/passenger cam and it shows the person complaining was the problem not the crew.
It’s ok if you made a mistake, just don’t try to rewrite the facts to make it someone else’s responsibility. And don’t go looking for public support by trying to convince others by posting it.
So where are your comparisons? Bring the facts, don’t just say comparisons exist but continue to use your biased, narrow conclusions. Say for a moment that your words represent 10,000 truly victimized customers. That’s less than 1% of the >1,000,000 printers sold. Thats a record that every company in the history of companies would love to have. I realize that 10k sounds like a big number, but in the global market place it’s not and there is no such thing as a company with 100% happy customers so tell me what’s an acceptable number?
I don’t understand why people are haggling about $5 if I calculate it back from my own salary, I don’t even have time to type this response. I also think that “my time is money” is the biggest nonsense. If you mow the lawn, you don’t charge money for it. but if you even know which transistor you need, outsource it somewhere else, you are not the only user for them.
I had a malfunction in my X1, did some research, ordered a new PCB and it has been printing for several years now. The contact I had with aftersales was pleasant, there is a number of hours time difference between BL and me, which made it a bit slow, but in the end I got exactly the part I needed.
and no it was not my fault and the printer was still within the warranty period. same for my P1S, bought in May this year, in October my Extruder Interface Board burned, bought a new one and offered it for inspection within 3 weeks I had my purchase price back with pleasant contact with aftersales no more than 3 emails
I am not a technician at all, I work as a work planner at a plastics processor, but I have transferred a number of Ender 3 and 5 completely rebuilt stepper motor motherboards, you name it, from Marlin to Clipper. and this ties in with an earlier message I had read: most of the users are technical enough to do a lot of things themselves and some have bought a bambu to be able to print from the box. I personally think you have chosen the wrong hobby.
As someone who oversaw customer satisfaction for several car dealerships from Ford to Lexus, I would put Bambu support at about 50%, which for most car manufactures is a failing grade. This is based on my limited experience with Bambu Labs support, and I didn’t ask for anything other than information, They are very slow to respond, with my last ticket taking over two weeks for a reply, to short terse responses that are barely helpful. In fairness, I had one ticket that was resolved satisfactorily within 48 hours. This is a company going through serious growing pains, but they better step up thier game or thier slight edge of technology will soon give way to more responsive players. I have seen this play out with Mercedes who arrogantly thought their product was better than anything out there, but got crushed by Lexus in only a few years because they were better at handling customers.
I am pretty laid back and belive you get more with honey than vinegar. I respect support people becuse i have been on the receiving end of countless upset customers. I have hired support people and my main objective was finding someone who wouldn’t make people feel like fools for not knowing how to work a product. While I have not see this behavior from Bambu support, it’s not that far off.
Finally, their ordering and shipping system is an absolute mess. If you made a mistake or want to add something to an order, there is absolutly nothing you can do about it after 2 hours. NOTHING! There is no one to call, chat with, email - nothing. Tracking order status is near impossible. Shipping delays and out-of stock items are constant. This has led me to order 90% of my supplies elsewhere. I have ordered about 36 rolls of filament from other vendors in the last 3 months, although I woud rather get Bambu products. But I simply don’t trust thier ordering and shipping system or lack of customer service, so I buy elsewhere if I can. I am sure I am not alone on this.
This is a cautionary tale and hopefully they heed these warnings.
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