So much for trying to place an order before support resolves the issue. For some reason they now seem to be holding all orders, and the spare parts that could have been delivered within two days are instead delayed until 2 December.
It feels like this cycle of unnecessary complications is starting again. Fortunately, my X1 Carbon is still running without any problems.
That sucks. On top of that, the 5th-rate shipping company they use to ship small parts often takes almost two weeks in transit for me (from NJ to UT), so potentially the 2-week delay to ship could also mean another 2 weeks to arrive – a month from order date to arrival… 
Not only that — last time they split my filament order in the most chaotic way possible. Half of it was delivered to my door, while the rest was sent to three different pickup points. One of them was in the next village, and getting there took almost an hour in traffic.
So while they keep pushing new flashy products, they really need to improve their customer service if they want to keep their existing customers long enough to actually benefit from a good reputation — which, at the moment, is hard to claim they have.
Yeah, lately their reputation seems shaky. They have an opportunity to prevent it from tumbling, but only if they wake up now. Once it rolls downhill, it’s much harder to bring it back up and regain trust than to just prevent it from going to ■■■■in the first place.
I am having a very similar issue, I ordered the AMS 2 and P1S separately. I AMS is going to be here tomorrow and the P1S hasn’t even been shiped yet. Support just said they are backed up.
This happens every sale, yet every sale everyone is surprised.
Is it ok? No, but this is what happens. Add a launch on top of it and it’ll be worse.
Now I placed a $3000 order weeks ago, and every thing plus additional orders have arrived within a week. The P1S I ordered afterwards arrived in 3 days. Only thing that hasn’t shipped is the H2S. Backordered.
You can be irritated, but shouldn’t be surprised.
I’m honestly surprised they don’t handle warranty cases faster. If your printer dies during a sale, you shouldn’t have to sit in the waiting line like everyone else. They really should have a separate “your machine actually broke” lane for that.
And no — I’m not shocked in the slightest. I’d only be surprised if they managed to get something right for once. 
I sense a dictionary technicality, lol. It’s additional, so no rush – it’s a spare, right ? It’s arriving at a speed appropriate for something extra. Service level 100%.
spare
/sper/
adjective
So just to be clear: in your world, people with broken machines should wait so new buyers can jump the queue?
That’s an… interesting take on customer care. I genuinely hope you never end up on the “sorry, you’ll just have to wait four weeks” side of that logic.
my 19/11 order arrives tuesday… (vision encoder, a 0.6 nozzle and a spool of pla support) ger —> ita (dhl intl express)
There’s no pain like needing a part and discovering you used the last one and forgot to order another.
I’ve gotten to the point where I throw parts in when I place a filament order.
I have almost every spare part for my X1 Carbon, but none for my H2D, and the hotend cooling fan should last longer than 4–5 months. I have now ordered a complete set of all the fans inside the chamber, so hopefully next time I won’t need to place a separate order.
I get not wanting to wait for support, i have parts for that too. Aren’t those covered under warranty. What I mean is are you getting the part back if you use one you have.
I have a few parts for the H2S. Mostly toolhead and fans too. Like you I have the P1S covered.
I think location effects warranty. Where i live in the us an email response happened within 24 hours of my reply and warranty parts were on my door in a couple days.
I think euros get the short end of the stick with most things when it comes to tech. (I’m assuming you are european.)
This time they agreed to cover the fans that failed.
This is the problem with sarcasm when it’s not used in person. I was (apparently poorly) attempting to make a joke that customer service was good because they had an unexpected cleverly written loophole.
No 4 weeks please, I just had 1 item from an order that was sent separate from the rest of my order that I never received and I’m not loving this process and I’m only at 2 weeks worth. Fill out the online web form, then e-mail back and forth and then a second .doc form to print, sign and scan. Then back and forth several more times through e-mails. Then 5 days for investigation, after that 2 days to figure out what to do based on that investigation. You’d think I was talking about a $2000 printer, not a single spool of filament.
I had the Dual Extruder Filament Guide jam up and its going to take forever for the part to get here. But new products and filament will be here in days
Did it actually break, or is it just having a dramatic moment?
It’s really not that complicated — take it apart and check for debris in the guide rail.
That was one of the very first issues I ran into with my H2D. I only noticed it because the filament decided to perform a spectacular escape act inside the chamber and I suddenly had front-row seats to the chaos. 
Of course, it absolutely sucks when spare parts go sideways in the delivery timeline. That’s one of the things Bambu Lab really needs to sort out before they keep clowning around and pushing out new stuff every five minutes.
