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?
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.
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.
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.
I have just started 2 months and support was great. But lately I had to wait very long for a response. The support provided by your agents is still great but you urgently need to increase the support FTE’s so the response time comes down.
Cheers,
Master Yoda, aka Marcel
Do or do not, …, there is no try
999 points - for the last point to 1000: What’s more, in China it is an absolute must to please the boss. Superiors place the fulfillment of duties and therefore the satisfaction of there superior above the success of the company.
It is then very conceivable that employees are not even given the opportunity to report their problems - so they have no other option than to act like due to incompetence of leadership. Or they need to go back to countryside - Middle management and employees - The pressure is incredibly high and the top management sometimes makes it very easy for themselves. Deliver or someone will come along who will deliver… But in fact, he won’t be able to deliver either. You have to give people the opportunity to learn from mistakes so that they can deliver and then you separate the wheat from the chaff. And if someone doesn’t talk about their problems, doesn’t talk about his problems - than problems are just suppressed. Those without “problems” are also chaff and useless, because if someone doesn’t see any potential for optimization…But you could still try to get them on the right path - you still have to sift out between fear and self-interest/idleness.
Sometimes there are actions that just give you a hard time. In addition, situations sometimes arise in which one has to accept the situation - have been trained for decades to follow strict. Of course, sometimes you have to give the employees a hard time, otherwise everything falls into a deep sleep. But, you don’t bleed out and give at least a chance for fulfillment.
Surprisingly, the best leaders come from the Army or marine business. In the marine business, 12 of them went to sea. The consequences of wrong decisions are hard for the leadership and they have to bear the consequences directly. In the military, you pay even more for missing decisions. Then you learn very quickly to listen before making a decision - Whatever can be hard decisions for employees, because the world is not a penny farm. But these are decisions that serve the business and not your own well-being status or own wealth.
So I wouldn’t say that the person is abusing the system. Because the system abuses them too, kept them on the ground with chains and with chains you will never learn to fly.
Please do not interpret this as a rating - a rating would exceed my competence. And the number of European companies that manage to do this is not outstanding either.
In summery, it is a situation that has grown historically and you cannot expect an innovation like an X1C at the sales price and make a judgment about the entire situation.
I don’t even know if China is that different from the Western world… I just don’t know.
Perhaps incorrectly translated from German into an English version thure me - and however first there was also interpraidet form Chines to German.
Poem from the Tang period
How comfortable it was in the time of Cho!
We didn’t have to eat or pee.
Who visited us with a drill to drill new openings for us?
Day in and day out (writhing) for clothes and food, year after year grieving for taxes and rent!
Thousands of people smash each other’s heads for the sake of a copper coin.
Screaming, the crowd runs after life.
Book of Zhuangzi:
The ruler of the southern sea was the unsuspecting one, and the ruler of the northern sea was the capable one; the ruler of the Mitt was the undivided one. The careless and the erratic sometimes met in the land of the undecided. Since he treated the two of them very courteously, the careless one and the erratic one decided to show their gratitude for the undivided one’s kindness and they said this to each other. All humans have seven openings to see, hear, eat and breathe. This one alone doesn’t have a single one. Let’s try to drill it into him. Every day they made an opening and on the seventh day the undivided man was dead.