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.
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.
Internal procedures are vital - as vital as informing the customer about YOUR requirement upfront and not AFTER shippment issues arise.
While I understand the need for pics to show the wrong parts, I totally disagree with the pics for packing and tracking details - those can be looked up through the order the user placed OR just be copied over from the tracking info.
All this nonsense causes delays, delays that can be prevented by providing what is required up front.
Send you customers a confirmation Email informing them to take pics of everything and to start before even opening any packs.
You will see their reaction to this won’t be nice.
How does proper shipping work?
The order is accepted, the goods are gathered, checked, packed and sent on the way.
If this checking part would have happened the right cables would have been shipped.
The customer always gets to hear how important their work and feedback is so the company can improve.
Here is a great suggestion to improve : Make sure orders are checked, make sure the ordered goods are checked, then YOU take a pic of the lot to confirm to the customer that YOU did right - NOT the other way around.
It is the customer bringing the money, it is the customer making the company grow - the customer should be treated accordingly.
Just saying as this was how things were done before online orders took over and support staff was made to deal with problems they did not have any involvement with.
Not all modern things are better than the old ways
I agree with everything you said except, in this case the XA016 kit includes 2 PCBs with connectors, and two cables contained in a small ziplock bag with the part number printed on the bag. The packers packed that. Unfortunately, whoever filled the bag in the first place used the wrong cables.
It is an understandable error, the connectors are tiny so all these cables are similar looking. However, I would expect each cable assembly to have a unique part number so the ‘gathering’ to fill the bag in the first place shouldn’t happen in a well managed assembly plant…
I could give them a bye due to just starting up. However, as I said, the ‘response’ to the problem report was unwarranted. Having said that, however, I do believe that they are now addressing the problem - would that have happened so quickly if I hadn’t started this thread?
Unfortunately in today’s world a business has to verify somehow that damaged and missing component claims are true. They want to see the packaging to verify that “you” ordered the material and not someone that got your order information somehow. It sucks that we have to jump through these hoops, but it’s not really the company’s fault, it’s the fault of the deadbeats out there who think they deserve something for nothing. That said, I almost always keep the original packaging for a couple of days just to cover myself if I run into a situation like you did.
@CyberBrick@adsmith99 does have a point that I hadn’t considered. The original order was sent to my home but I am currently staying in my Summer residence which is a different address. I suppose that could trigger the request, but that doesn’t help me at all since the original package is long gone.
