Must say while I am frustrated about how long it takes to handle my replacement of the H2D damaged in shipping - the support answered most of the time in a 24/hours window and was very friendly.
I see the biggest problem with Bambu itself shortening staff and have stupid rules in place to handle things. Other companies for example would not hestiate to ship a replacement as soon as I told them “just received - at the unboxing noticed these defects as seen in the pictures… what do we do to solve the problem?”. I expected “we ship a replacement and collect the 42kg when we deliver the new one” as it was made by Asus or Viewsonic for example when their stuff failed during warranty or when it got damaged in delivery. 
I am sending messages for days back and forth and support had multiple issues with their system so I have to wait for another two weeks when the pickup tomorrow runs smoothly and their warehouse approves everything after checking the printer. That’s so many steps until I am able to use what I have paid for long ago that it is a really bad experience with the company.
So there is much room for improvement if you want to know how things are seen by the customers. 1.7* is a desaster for any company on Trustpilot so you really NEED to work/improve on that.
3 Likes
You absolutely right.
title of the topic is: share your feedback and help us to improve.
it is very simple:
improve support service for makerworld and post sale, let’s hire less distracted, less hasty employees who love their job more, implement a maximum resolution time (not response) of the ticket of 15 days with feedback from the user who, in case of non-resolution within the maximum time, escalates to the managers and gives a demerit point to the assistant who managed the ticket. that’s all, the solution is very simple @dr.Tao @bambulab
here a comparison:
2 Likes
I have to chuckle a little, dear Bambu Labs support…
Today, my defective H2D is supposed to be picked up by the shipping company you hired. I would like to kindly suggest that you follow their packaging instructions for returns yourselves first, considering the relatively high shipping costs. 
Among other things, it is required that packages weighing more than 30 kg must be shipped on a pallet of appropriate size. Additionally, there are numerous packaging guidelines listed that were not followed when shipping from you to me.
If you were to ship a €2500 3D printer the way your shipping company requires for a pickup from me, my device would have arrived here in the best possible condition. The €75 shipping fee should cover the effort they demand. 
2 Likes
My experience with Bambu Lab is probably the worst customer experience I have had with any company. 3 weeks after receiving a printer with a smashed glass door I still don’t have my refund. Absolute shambles of a company
