Ridiculous Support

MakerWorld CyberBrick
1

As requested in post:

I have opened a request (after having to search this category for the link - there was NOTHING on the product page providing a support link).

The request:

2025-07-06 01:11:50

Comment :
The wrong cables were included in Maker supply product number XA016. The kit included 3 pin cables and it requires 2 pin cables. I NEED 2 pin cables, the product won’t work without it.

This is order number: us6133…
Order ID : us6133…
Order Platform : Official Online Store
Name : xxxxxxxxxxxxxxxxxxx
DeviceID : XA016
Address : yyyyyyyyyyyyyyyyyyyyyyy, USA

The response:

2025-07-07 10:30:30
Dear customer,

Thank you for contacting Bambu Lab Customer Support!

We apologize for all the inconvenience caused. In order to address this issue with our warehouse and provide you with a solution promptly, we kindly request the following information from you:

Photos of all received products, clearly displaying the product label.
A photo of the outer packaging, clearly displaying the tracking number (XXXX).

Upon receipt of the aforementioned information, we will forward it to our warehouse for verification. We will get back to you with a proper solution in 1-5 working days. We appreciate your patience as we diligently address this issue.

=================================================

Well, I have to tell you, to my mind, the problem and solution are VERY clear. However, the need to provide ‘photos of ALL received products…’ makes ABSOLUTELY NO SENSE AT ALL! Especially given that ALL of that was trashed long before I excitedly tried to build my Cyberbrick device and found I couldn’t.

PS: I have NO idea why the font changed in the middle of this post… some oddity of this forum or the text I pasted from my email.

2

We completely understand your frustration.

First, I want to assure you that the support team is there to help and resolve this as quickly and smoothly as possible. The request for photos, including those of all received products and the outer packaging, is a standard business practice. It’s part of our internal procedure to help the warehouse team trace any possible packing or fulfillment issues. This information allows us to investigate thoroughly and prevent similar issues in the future.

I understand that, in this case, the packaging may have already been discarded. If that’s the case, just let them know. Our support team will still do their best to assist you with the available details.

There’s absolutely no intention to cause offense or inconvenience. We genuinely appreciate your patience and cooperation, and our colleagues will get back to you as soon as possible with a solution. Can you please send us a DM with your ticket details so we can have a look.