I expected Bambu support to evaluate the contents of my ticket, to examine the log included with that ticket (per their requirements), to confirm the problem, and to ship the necessary part promptly.
The warped bed problem was a common one for printers produced in beginning January '23, and it was May before they began shipping reasonably flat replacements. I waited until June to avoid getting another warped bed. By then, they should have been very familiar with both the issue and the solution.
I went to great lengths to be sure all the facts and evidence were clearly presented in that original ticket. I included measurements, videos showing my measurement procedures, photos of the obvious problems caused in actual prints, and details of unsuccessful attempts to work around the problem.
Their responses include irrelevant suggestions and instructions to perform steps that I had already completed, indicating that they paid no attention to the information in the original ticket. When they finally decided they need someone to look at a log I had to remind them that they already had two. Making me jump through their hoops for over a week did not change or add to the data they had to confirm the problem, data they had available in the initial ticket.
I have worked in customer service and technical services for decades. If your protocol is “not to trouble-shoot based on what customers said they did or didn’t do.” you have a very bad protocol.
Do you assume customers are lying? Or incompetent, unable to describe what they see and experience? Either assumption is insulting and does nothing to resolve the problem. Maybe they lack knowledge, maybe what they have done is not appropriate or reasonable, maybe their results need to be confirmed by your own tests. But what a customer has done and their results are all part of the description of the problem. You cannot understand the issue without that information and you are not listening to your customer. How can you hope to satisfy them?
If the customer provides data that you specifically required, data generated by your product, and then you fail to evaluate that data, you are proving you are not interested in solving the problem.