Good afternoon, last week I filled out the survey with the company’s details and I didn’t receive any response from Bamboo about whether I am exempt from paying tax, I gave the correct company details… does anyone know how long it takes?
The last time took me about 10 days…
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Thank you, it’s a long time
Yes it is.
I am not sure if are aware, but BL support service is under development and lack of personel; so you may expect some delay on replying to your messages, which is one (if not the worst) known issue of the company. This also applies to technical issues.
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Good luck with this! We are a school and submitted our tax information 3 times with follow up requests… no response until 3 1/2 weeks later, only to request additional information from us. Wound up buying 1 machine with tax to test. We had planned on starting with 10-20 machines, no way will we purchase anything from this company in the near future with their horrendous pre and post customer service. Yes I read the CEO summary and clearly they haven’t done anything to resolve their issues. In my 25 years in IT, I have never dealt with a companies customer service this bad. I would look elsewhere unless you want big headaches.
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So they have labor problems. Is their support in China or Germany?
This is great for companies that want to buy and have some help.
So their support is bad or non-existent.
Which brand do you recommend if you want to buy 10 to 20 machines and have this help support?
Its unclear where their customer service is coming from. There is no direct sales or customer service contact or phone. If you have read about how bad the customer service is on other forums, I can tell you first hand it is true. Their machines are very nice, but not open source. When it goes bad, it will not be a quick fix. Just know what you are getting into if you decide to use their machines.
Which brand would you choose then?
- I am not sure about the location. I’ve had the idea that it is not fixed to a single place or region;
- I wouldn’t say their service is terrible, but it suffers from many inherent issues:
- complex technology with a significant and increasing number of customers, many without experience.
- closed system, which increases the dependency on the brand;
- lack of qualified personnel who understand the technologies and can provide support - and this is the only one they can try to tackle, as the number of users will increase and the system will continue as closed.
- I don’t have serious complaints. I noticed that some users’ problems (not all) arise from not following the predefined procedure for communication and solving problems; some steps may be pointless for some issues, but you should follow them. I’ve effectively communicated and solved technical and bureaucratic matters but followed their rules. Yet with some delay.
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We have 12 Prusa MK3S+ since that model was released. They have been fantastic with great customer response times. Prusa has replaced anything that has been defective and items have been shipped from Europe arriving within 2-3 days. Why did we look at Bambu products? Cost and the printing speed of the machine. Also, shipping delays with Prusas 5 tool XL left us in need of getting more machines quickly. All products from both Bambu and Prusa are great, dont get me wrong, but when dealing with a significant amount of machines running 24/7, customer service has to be there for us. Good luck with your decision and I hope everything works out for you!
customer support feedback really doesn’t have much of a reputation… I’m already feeling behind 
Taking months for a response when a machine is under warranty, or if you have any doubts, is very bad.
Yeah. The support is bad.
I would recommend going through an EU reseller. They list a few here:
Was much faster for us at the company to get them that way. Also, from what I have heard, it is much less hassle if you actually have a defective unit. But I and the company I work for, where never unlucky so I do not have any first hand experience.
Edit:
Just saw for the Portuguese resellers, it is more expensive than Bambulabs shop. That is unfortunate.
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They should also support the machines that are purchased at the official Bamboo store
Note that EVOLT will support in case of faulty parts and according to BL warranty; in that case, it will surely be faster.
But it would be best if you looked at their notice at the end of the printer description, and it is not their standard, as you can see in other printers for sale.
With this, I am not saying BL is a wrong choice; I am a happy customer, and until now, interactions with customer support have been successful. I would repurchase it.
In that case, you need on-time support. I never had a Prusa, but from what I read, the customer support is outstanding.
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