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.
I wasn’t a part of the Trustpilot survey but absolutely have a complaint over filament with Bambu Lab. Bambu swapped in Basic Black and Jade White Basic PLA that was defective/substandard, was different color, and didn’t print reliably using the RFID values. I had to take an AMS apart a couple of times to fish out broken brittle filament pieces and the extruder needed to have another piece fished out.
Others noticed the issues before me and the board here was seeing a number of other users trying to figure out what happened to their prints. Bambu stayed silent the whole time.
Bambu should have issued a recall. I didn’t discover the connection until I was out of my return window. I threw a roll of black away that was brittle and the source of all the bits I had to fish out and still have two rolls of white that are most likely junk too.
The whole RFID thing is a great way to sell filament but falls apart when Bambu itself doesn’t honor the uniformity and ease of printing that RFID provides. It turns RFID into a trap when your own filaments don’t print properly using profiles called up by RFID.
The filaments were clearly different. They should not have been passed off as the same as the previous versions. They should have been given new designators with new profiles that actually worked. No profile would fix brittle filament breaking apart in the AMS and extruder head though.
And Bambu still hasn’t really said anything. There should have been a recall and a statement and notices here and on the Bambu Lab website. It would have cost money and lost some sales but I am now hesitant to buy filament from Bambu since I can’t trust if I’ll get good filament or bad. I’d rather buy filament with better quality control elsewhere and deal with the RFID system than possibly waste money on filament that has to be thrown away.
And to be fair, this is my only real complaint. My printer has been great, it prints great, and I love being able to use color. But the filament issue and how Bambu apparently just hoped it would go away chaps my bottom. You lost me as a filament customer.
Whereas addressing an individual concern privately, might be a prudent course of action, the example that @MZip outlines below is what is at the heart of the current “communications posture” of Bambu.
The message that Bambu may want to learn from is the Tylenol poisonings of 1982. Business scholars to this day hold Johnson & Johnson’s handling of the situation using swift, decisive, and transparent communications as the gold standard for good PR.
There is a widely held wisdom in Washington DC political circles: “It’s not the lie, it’s the coverup that gets you.” In the example below, as was the case with the A1 recall, Bambu on both these occasions either chose to be silent or tried to whitewash that there was a problem.
The “communications posture” that I refer to is the almost routine deflection of responsibility versus accepting responsibility. If one only hears silence, then it becomes human nature to presume that there is a coverup and that there is malintent or, at the very least, a “don’t care” philosophy. This can only create a bad public image. Even Apple, who Bambu has more than once compared themselves to, takes responsibility seriously and will often communicate that their decisions are for specific reasons despite whether those reasons are popular, but the operative word here is “They Communicate”. Can Bambu honestly stated that they hold themselves to the same standard? Why not run a poll on that?
I guess I’m getting to find out about Bambu customer support right now. Had a box of filament that Fedex dropped off at some random yard. I’m not feeling so good going into this because of the issues I’ve seen/heard others have when it comes to shipping issues.
I’ve already been talking to Fedex, and they lost it, they can’t find it. Bambu wants me to file a claim with Fedex, but Fedex is telling me that the shipper needs to file the claim.
I responded back to Bambu informing them that Fedex wants the shipper to file the claim, and that for me to file the claim, fedex wants a waiver on company letterhead that gives me the right to file the claim.
I don’t know how Bambu will respond, but that just kind of ticked me wrong. Like, I would think at this point they would know that I can’t file a claim, that it’d be on them as the shipper? So are they going to give me troubles? Am I going to have to fight to get a waiver from Bambu on their company letterhead so I can file a claim with fedex?! Does this really have to be all of my responsibility? I wouldn’t have ever picked Fedex to ship my package, but now I’m having to be the one to clean up the mess? It’s frustrating, and I have no idea what’s to come, and have little trust in Bambu just based off of the feedback others have dropped when it comes to shipping issues. Maybe it’s just that those people were troublesome, and most issues go smoothly. I don’t know yet, but the air about support gives me anxiety on the whole thing.
It’s much different compared to other companies I’ve worked with when shipping issues come up. Maybe not the worst, haha. I’ve had some venders fight with me on things. However, I don’t keep shopping with those venders. I’ve ordered enough through Bambu, I feel like there’s enough proof there in the photos of the delivered packages to clearly show they delivered to the wrong address.
I wish I felt like someone had my back in this fight. Like Fedex is notorious for being a pain. I don’t know that I feel like Bambu has me backed up though, as their customer.
I guess the point of this is at the start of my journey, it’s already anxiety filled. That comes from the longer standing issues of customer support that have been reported and talked about all around. I don’t know how I always feel about the negativity, as people tend to complain more than praise on the internet, but I can’t deny that those complaints reflect within my thoughts. I’d be foolish to just chock it all up to angry customers just complaining. I have not seen much in the way to show otherwise, that their isn’t some validity to those complaints.
There’s an old saying in customer support: “All the people can’t be wrong.” Or my favorite, “Where there’s smoke, there’s fire.” The point here is that one can dismiss online complaints as just noise, or one can embrace them and use them to improve their product or service.
This forum is filled with stories about shipping issues, and unfortunately, it seems that when it comes to shipping logistics, Bambu has adopted an approach similar to AliExpress: once it’s left our door, it’s your problem. However, in the US and most of the developed world, this is not legally true, regardless of what might be stated in the order acknowledgment. If the carrier they use has language contrary to where the title passes, it is the producer’s responsibility to reconcile those discrepancies, not the consumer’s.
This is exactly the kind of complaint that Bambu cannot address privately, as stated above, if it is to salvage its reputation. It needs to address these shipping concerns promptly and consider improving their customer support to better handle such issues. Most of all, clear communication and taking responsibility for shipping logistics will greatly enhance customer satisfaction and trust in the brand. Unfortunately, we are witnessing the opposite, aren’t we?
That’s where I’ve had my worse shipping experiences, too. It’s easier to write it off, on a website like that. Bambu is looking to be a global player though, one that is taken serious, and so they need to compete on that level. I don’t expect them to be Amazon levels of shipping/service, but there’s some room to up their game in that whole space, not just the customer service aspect.
The only other big thing I was in contact with support over was the A1 bed recall, for my dad, as I had purchased his A1 for him, so was handling that whole process. It was slllllllow. That is kind of my impression of their support overall, based on the way others talk. That it can be tedious and slow. That’s what gives me a ton of anxiety though. I want to solve problems right away, and get them off my plate, because otherwise I get levels of anxiety from it. Like a thorn in my paw.
My shipping issue wont get resolved with any quickness, by the nature of it. Luckily for me, it was some stuff I bought during the sale and with gift cards, so there’s a certain level of stress that isn’t there vs if it was out of pocket money and was supplies I needed for a project. Basically, I can “afford” to not be as stressed in this situation, but don’t think most people could “afford” that luxury when it comes to issues like this.
Self help is critical to a company - so making it so that we cannot post in the forum based on the amount of reading you do is extremely inconvenient. It is not straight forward at all and I see other complaints about this. Spam is one thing - but you can put in a captcha, you can limit the amount of posts, etc… I’ve had to find out how to post on here thanks to reddit and other googling methods. Not very friendly seeing as how many of us are here to get help. Also - First thing I did was search for my issue in the forum search - it did not come back with anything so I am stuck waiting for an undetermined amount of time.
What I would do is simply charge it back through your credit card company. You haven’t received what you paid for. It’s between Bambu and FedEx until it gets put on your porch and photographed there.
Charging back won’t win friends at Bambu, though, and they could decide to not accept orders from you. Who knows what they might do? But they haven’t delivered it so you shouldn’t be on the hook for it. (After some appropriate time for them to try to resolve if they are inclined)
Document your emails and phone conversations. You want to be able to show what steps you took and what Bambu expected/tried to get you to do. But it still comes down to the simple fact Bambu hasn’t delivered your stuff through the shipper they chose. Until it is delivered to you, it’s between Bambu and FedEx and it’s ludicrous for Bambu to expect you to resolve it with FedEx.
If Bambu really wanted to improve customer service, soon after Josh posted he would have had a Bambu rep verify the issue and contact him explaining duplicate packages were already on their way and they would handle the claim with FedEx. End of story. Josh may have been inconvenienced a few days but would be confident about ordering more when needed. Also, if Bambu is having to ask us how to improve, they aren’t too self aware about these things.
@SupportAssistant Josh was kind enough to give us a real world problem that is going on currently. Here’s your chance to take action and show you are dedicated to fixing the support problem. Josh ordered filament and it was delivered to the wrong address. It happens all the time. He contacted support and was told to file a claim with Fedex. It’s Fedex’s policy that the shipper has to file a claim, or give a letter of consent to the receiver. I believe this is the policy at UPS also. These are things the support reps should be familiar with. If this exact same thing happened at Amazon I would go in to chat and they would replace the order immediately. So what would you change in this situation? Will you get Josh his filament?
A couple things on my situation.
This just happened this week, at the end of it here. I contacted Fedex first and then contacted Bambu. We’re barely getting into the conversation. So, we’re not at a point of frustration or fits yet. It was just today that Fedex got back to me and confirmed they can’t find it.
I’m not sure what happens from here. I gave Bambu the information I have. I gave them the case number I had from Fedex, and told them about how they told me that I need to get the shipper to file the claim, and provided a screenshot of the website where it talked about that too. I provided the tracking numbers (two packages of the same order), order number, and tracking numbers for previous orders so they could see the package was clearly delivered to the wrong address.
What do I expect from Bambu? I don’t know. They aren’t Amazon. I know they will want to look into things, and try and verify what they can. I’m trying to be realistic from their point of view too. I know it’d be nice if they could have a replacement on it’s way while things get sorted out, but I know that’s not always the reality of things either, especially for a larger order.
One thing though, and I think this is important, @SupportAssistant. In the eyes of Fedex, we aren’t the customers. Fedex does not care about us. We aren’t who gave Fedex money. Bambu is, Bambu is their customer, so when there are shipping issues, it needs to be Bambu that is twisting Fedex’s arm, because you’re the one that gives them the money, that has the contract, that is their customer.
My ideal outcome would be a cage match of Bambu employees vs fedex employees. Defend thy honor good sir!
The way here would certainly be personalized access and an easy implementation - as long as an account is linked to a purchase account, the trust should be far higher than if just an account is created. Bambulab should give massively higher weight to accounts that are linked to purchase accounts.
Way they don’t do it, I can`t understand that either, but I don’t have to understand everything.
Growing at any price and for all costs? I do not know the reason.
Don’t expect good reviews if you’re in the lower price segment. The time with good delivery is saved with cheap deliveries (as they are unimportant and just a waste of time) and the bad ones are placed under guarantee. However, printers for everyone, the segment was chosen by Bambulab itself… So why they are so upset that the good reviews don’t come and they only catch the bad ones?
However, even Jack Ma has lost his roots here. Customer first, thats long time ago - now it’s automation. Sorry, I haven’t given stars on Aliexpress for a long time - that’s drive in for a minimum price. So not a single unnecessary second for a single click from me. Some suppliers get may a “not delivering” even though they actually had just an add. question I never read before they can ship… As they can write to me as much as they want on Aliexpress, the message will be deleted unread - they can thanks to AI and advertisers for the lack of blocking options… for sure, not everthing is my probelm. If they have a add. question they are just unreaded kicked out.
Here were what I did last time when Fedex lost my item. Yes, it took Fedex almost a week to complete their investigation and conclude that the item was lost.
Fedex then told me to contact Bambu Lab (BL) to file a claim. Since the claim was for BL to get their money. I knew I didn’t need to be their go-between because as a customer I had nothing to ride in the claim).
I contacted BL and simply asked them to resend the item (without mentioning anything about filing a claim, which was their business, not mine). BL support got back quickly to me and said they would initiate an investigation with Fedex. Then I told them Fedex had completed the investigation and concluded the item was lost. BL shipped the item the next day.
Other than the delay due to Fedex’s investigation time, the process was simple and easy. No complaining or yelling was needed to get the item 
Sounds like I’m on the right path then! I’ll have to wait until Monday before I hear back from Bambu, I’m sure, but I’ll see what they say and ask about a replacement. All of the info should be there for them to file a claim. with what I provided.
That wasn’t my first experience with items lost by Fedex either. Somehow in my area, Fedex has had this chronic problem of items (not just BL products, but all kinds of products) lost or arrived damaged, more than the other major carrier. But as long as Fedex has concluded and updated the status of the item as lost (not still in transition, or still under investigation, or “delivered”) so that a shipper can confirm the status and can file a claim to get their insured money, the item will be replaced.
I’ve had multiple shipments where the FedEx driver tried to claim I refused the package and were returning it to sender. The supervisor I spoke with said they were having personnel problems. Much better now, thankfully.
Even if Bambu wanted to wait a day and see if the package can be located, in a “how can we improve customer service” thread, I would have expected someone to jump on it quick to resolve things to customer satisfaction. I guess the issue comes back to communication. FedEx losing a package isn’t Bambu’s fault, but the customer is missing things they ordered and may be being delayed meeting their own obligations and has had to take their own time to find out it’s all in Bambu’s lap anyway. If Bambu wants to do better at customer service there are a number of examples that point out ways they can improve. And I hope they do.
I must respectfully disagree. This issue is Bambu’s responsibility. In the US, FedEx is known for “When it absolutely, positively has to get there overnight.” However, FedEx Ground, acquired from Roadway Packaging Systems, uses contractors with no pensions or stakes in the company. These contractors drive trucks with the green FedEx Ground logo and are not of the same caliber as FedEx Express drivers. In contrast, UPS and USPS have the same employees delivering all classes of service.
Bambu chooses FedEx Ground as “Best Way,” resulting in inconsistent service. For example, my shipment took eight extra days bouncing between depots in my state. FedEx Ground uses consolidated-style freight, meaning trucks don’t leave until they’re full.
I may not have been clear. I agree it’s totally Bambu’s responsibility. If I understand correctly, you are also saying it’s Bambu’s responsibility for the shipping method and I agree with that too.
Bambu is the one with the storefront and who takes our money. Until we have box in hand, it’s on them to get it to us. It should be sufficient for us to just tell Bambu we didn’t get the package. Normal delays while it’s investigated are to be expected since it could get the package delivered faster, but at some point Bambu needs to punt on the first package and send a replacement.
They asked. 
Im happy to see some people are waking up finally. The fan boys must have finally retired? Maybe ill be active on the forum again if thats the case. The fan boys were just making things worse for bambu.