We know there’s always room for improvement in our Customer Support, and we’re committed to providing the best possible experience for you! 
In the meantime, we’d love to hear your honest feedback on our TrustPilot page and in the comments:
Whether you have positive feedback or suggestions for improvement, we want to hear it all. Your thoughts will help us make our service even better.! 
Thank you so much for your feedback – we really appreciate it!
I’ve never had an issue with support. They have always answered back & resolved my issues.
BL expects you to post your experience with their customer support (and rate them) on Truspilot (see link in their post).
Commenting to this forum post is also useful.
We are looking to learn more about the experience from our customers, good or bad, so we can learn from it and improve.
True, to a point: while posting here (like so many others have done prior) would indeed be helpful if BL staff would be more invested in responding to such posts, and solving those issues and/or complaints, which, frankly, up until to date hasn’t been the case.
On the other hand, posting their experiences and rating them on Trustpilot has a much more public impact and requires from BL both transparency and accountability.
OK, all well and good then. Asking for feedback is a good sign. Ignoring feedback and not addressing concerns is a recipe for PR disaster. It gives the appearance of virtue signaling or just not caring about what customer’s have to say.
As a wise man once said:
"It's the customer who complains who is doing you a favor. They are giving you an opportunity to address a dissatisfaction with their experience. It's the customer who remains silent and simply walks out of your shop that is the hardest to win back. They likely will never return after a negative experience."
Bambu? Can it honestly be said that all of the negative issues that so many dissatisfied customers have brought up here and on Reddit are being address, much less acknowledged?
Let me start by saying this is one mans opinion, an opinion that they asked for. This is an opinion from someone who has been around since the Kickstarter, has 5 Bambu printers and has spent over redacted due to embarrassment on Bambu printers, parts and filament. Here’s my viewpoint:
You respond to any complaint about the time it takes to respond to support requests with, “We’re sorry, we have a high volume of support requests and we are very short staffed”. You have been stating that for two years now. You have been able to come out with new printer models during that time. You should really get the sales and tech support departments up to par before releasing new products that could potentially have MORE problems that create MORE support tickets.
I know you guys are all engineers and have a very logical mindset. Unfortunately ones and zeros thinking isn’t what makes for good customer service policies. The policy of asking for pictures of the part with a hand written ticket number in the picture, plus all the order information is a little ridiculous. If someone says a $5 fan stopped working and you look and see they have purchased a printer from you just ask them to check the common problems, is it connected etc etc… once they answer these questions send them a fan for goodness sake. I have had contact with support from the other major printer companies and none of them show a complete distrust of their customers like Bambu does.
Returns are a part of doing business. You have a return policy which is pretty strict, 14 days and an unopen product. But even with this policy you still try everything you can to not accept returns. The sales support people will actually try and talk you out of returning things. Then when you return things tracking shows Bambu received it and… nothing. Several people have resorted to disputing items on their credit card. I’ve also seen several people state here that you have blatantly gone against their countries consumer protection laws. This is all unacceptable. The sales support people have only been trained to say “no” and state policies. To add insult to injury those "no"s usually take a week to arrive. I think some customer service classes are in order, not just for the people answering the emails, maybe all the way up to the CEO.
Having said all this your printers are fantastic, obviously I can’t stop buying them. However your support is so far behind the other major companies it’s mind blowing. Why don’t you look at the other companies with really good Trust Pilot scores and then do a little corporate espionage errrrr I mean market research and see how they handle the same situations people mention on your Trust Pilot page?
I think I pointed this out awhile back (Soo.. Anyone read consumer reviews?)
Yet I received some criticism from some users saying “No one reads that” or “Those reviews are meaningless”…
I’m happy that @BambuLab has taken this approach to finally have users speak up and write a decent honest review! In the end it does matter, in the broader spectrum it all matters and everyone can see it.
I had taken the time to write out a in depth and thorough review which in hopes helps guide potential buyers make the right choice for their need.
Great work Bambu Labs and keep it up! So far you’ve let the product speak for themselves and it’s done wonders. So the least we can do as a whole community is provide simple feedback and reassurance for them that we do indeed love the products and sure things could be better but at least were not putting out massive fires and crippling ourselves with tedious things we used to do post bambu labs.
Receiving the A1 today! Fingers crossed for a great trouble free setup as it’s going to get right to work paying for itself!
So far so good with 50hrs on a new X1C. More of a comment - it took me a long time to decide on Bambu Labs due to forum and FB comments. One point that I found disappointing was how buying your product from your authorized vendors in US created a product support nightmare. Mainly comments appeared to say buy direct if you want to be supported so why allow authorized vendors? I bought from Micro Center to eliminate delivery issues and so far it works great. My hope is you truly stand behind the product even if not a direct buy.
Now one more thing - beating the dead horse - I want the convince of Bambu Labs filament spools but you can’t seem to keep up with demand. You should have a better handle on supply and demand statistics to keep supply to your growing brand dedicated fans. Maybe if it is a vendor thing Bambu Labs should start making the filament direct.
Done, 5 stars and pasted my review from P1S forum
5-star review written. I just submitted a MakerWorld ticket yesterday and it was responded to before the day was over, which is far better than other companies.
Does it matter what the rating on this TrustPilot is? I may have heard about it along with google reviews, but I have never visited them, let alone made a purchasing decision based on them.
I would suggest MW collect feedback by sending out surveys to emails that were used to purchase BL printers ( make sure to provide option for users to opt-out of receiving such surveys).
If the rating on this site is important, then ask users to rate over there to balance it out. For every user who had problems, there are many more who didn’t.
I have never had problems with getting help. I may give a good review on it later. Does one need to register on TrustPilot and prove one owns a BL printer to post a review overthere?
Agreed. While this may be true, the true test of a great company is not what they do when things go well, but how they behave when they don’t. We saw shades of their corporate mindset during the A1 power cord debacle. Yes, they did recover, but only after an outcry from the community and likely some legal counsel pointing out their liabilities.
If I ever believe that BL is dishonest and is engaging in shady business practices, I would not be wasting my time on BL printers, MW, or this forum or any other forums run by BL. I have better things to do than getting stuck in upset/angry mode by one company. No company will have that kind of control over me.
So far though, BL has shown that it’s a company worth my business. We all have to make decisions based our own experience.
Who is the hope of China according to Jack Ma and how much experience do you have on the open market? Sorry, the entire Chinese market is asking itself the question you are asking. Growth at any price costs more than one can ever pay. Even Xi Jinping wants to send the young people to the countryside. Way, becouse it`s normal. The question is not whether bad times will come, the question is when!
I don’t know how many Swiss companies in Switzerland survive the first 10 years - I think at least 80% go bankrupt in the first 10 years. Sorry, if you land a deal like you did, the motto for the first 10 years is to keep your fingers crossed and fear for survival. And not to deliver 10 more deals like the first one… You definitely won’t go “all in” all the time on every topic you can get!
But the good news - the Western world isn’t perfect either… also far away from it.
Don’t make everyone happy - you won’t be able to do that and stop looking all the time for people you can’t make happy.
You’re playing at so many parties at the moment. With every innovation, I told you - you’re just getting yourself into more trouble. Focus on one customer segment (maybe 2 and if you have a lot of resources maybe 3) and make them happy. Than they will bring you the people who are happy with you and bring you new business areas… and don’t run around calling for everyone, then there will be a lot of unhappy people comming. So you only got what you was asking for.
How do you find gems or gold? First you find very subtle signs - you follow the lines until you come to increasingly larger deposits. You don’t start plowing the entire field on a large scale - you explore… you follow and the last thing you need is your own ideas and your own visions. The customers tell you what they want and you can throw your entire ego, all your visions and ideas overboard and start serving the customer. But only serve the customers you want! Let the other customers you don’t want go before they get angry!
Newcomers and startups need visions - established companies need strategies for the needs of their existing customers and you have now diversified existing customers so broadly in so many segments that I wish you good luck - I have no idea how to deal with but it’s also not my problem, it’s your problem.
Well, i post this several times but lets do it ones more. These are people who know what they are talking about:
How to get sucess:
Lession 4 by 19 min. 30 sec. Lesson 5: Great Values Have a Great Return
John Maxwell is a priest who wrote the book Ethics 101. The funny thing is, the book was an absolute best sailor for business people who weren’t believers (I’m not a believer either). But what he says in terms of return values is mattering and works in business to 100%!
And by the Way:
It’s hard to get true feedback from employees - they want to protect leadership (in some structures they even have to) and put their work in the best light. And in Asia it is even 10 times more difficult to get the real current situation reported. It`s 10 times more harder to leadership persons in Asia since they are more trained to follow than to report sirius. And how can you lead if you don’t know the truth? But this reaction is normal if failure are not allowed and will be punished. If smiling is mandatory. But how is anyone supposed to learn anything if they are not allowed to make any mistakes? However, you only learn from mistakes… Every employee who recognizes a mistake becomes more valuable for the company because he will never make the same mistake again. Seen in this way, every mistake is also an increase in value if it is handled correctly thrue the leadership.
How do I post a question on the forum? There doesn’t seem to be any way to do it. I can reply and comment but not create a new question.
Please note that if you don’t see direct posts on the forum, it doesn’t mean that we don’t actively work on addressing issues or various situations we find.
We often get in touch privately with customers that have issues, or need assistance, but we can’t do it publicly every time due to information security concerns. There are other situations where we might need additional information like printer logs or .3mf files, which cannot be shared publicly.
This is a public forum, and specific private situations will need to be treated privately, in the dedicated support system.
2 posts were merged into an existing topic: Where is the help for using the forum software?
First off, love the printers - quality, build, parts - just great. However, your support really tanks your reputation in my opinion. I’ve had support tickets that have been open for over 60 days still without a solution. I have been asked the exact same question multiple times in a ticket, and repeated myself over and over again, only to be delivered the boilerplate response of “high volume of tickets, blah, blah.”. The discouraging part is getting a ticket reply at 3am in the morning from your support, and me replying within minutes (since I’m up then), and then getting nothing back for several days. It just makes no sense and it’s not good customer service.
Actually, there is a likely logical explanation. This is something that call center consultants warn against call center managers against. It’s called “checking the box.”
What you’re likely seeing is someone who is under a deadline and simply wants to get their stats in order. So, they click each message and send a boilerplate response. As far as the measurement software is concerned, it looks like the ticket is being worked, thus resetting their stats. This is fraudulent and, in most well-managed US-company call centers, would be grounds for termination since it is falsifying company information.
What’s missing from Bambu’s support ticketing system and is part of most robust ticket management systems, is an automated acknowledgment that sends an email to the recipient asking them to respond with a yes or no to the ticket being closed or addressed. This closed-loop system would have prevented the fraudulent responses from their support team that appears to be what you’re receiving. What’s more, these closed-loop systems allow for stats reports to see which individuals are abusing the system by measuring the number of re-opened cases.
I guess that’s a long explanation for stating the simple; Bambu’s employees are gaming their system.