Printer dead after a few prints. People in discord say it was damaged in shipping. 4 days still no reply to my ticket and I only have 14 days for the exchange period.
Answer: YES!!!
If there is any solace in knowing that you are not alone.
Just scan the countless threads posted in the last month alone with the word âSupportâ in the topic. You will be amazed how much trouble people have been having.
Unfortunately the search sill also grab the term âSupportsâ but it will still give a good snaptshot of how many folks are experiencing trouble.
https://forum.bambulab.com/search?expanded=true&q=%22support%22%20in%3Atitle%20after%3A2024-01-01%20order%3Alatest
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After buying the P1S Combo partially based on the reassurances that the support was amazing I have to say that I have been left very disappointment. I currently have two open tickets, one of which they have started to engage on, the other is yet to be picked up. Itâs not what I was expecting at all.
Yeah for a $1k+ purchase youâd expect prompt and helpful support. I donât feel like I bought a luxury item at all, rather some random no name printer off of amazon.
How long did it take them to engage on your ticket?
I guess thatâs ⌠normal for most smaller and new companies? Also considering that the height of the Chinese new year festivities is around the corner (where everyone is gone).
I also donât think that your claim for a 14-day return âexpiresâ, once youâve submitted a ticket. I wouldnât know a company that would do that. Same goes for warranty claims. At least with other companies I had tons of warranty claims on the last days of warranty periods, and they were still honored, although support took 1-2 weeks to process. (Thatâs the EU point of view, btw.).
As an individual, Iâd only be bothered if thereâs no response after ten weekdays. Especially for the type of devices like these.
If you look back in the forum to this time last year, there were also a lot of complaints about support being slow. Most of us accepted the excuse that Bambu was just getting started, support was not fully staffed, and the staff they did have were all new to the job. And problems did get resolved, eventually.
My only contact with support was last June. Humans did respond to my ticket and all my subsequent messages within 24 hours. Some of the responses were stock answers that showed they had not read the ticket or my messages carefully. When they asked me to perform testing procedures from the wiki, send logs, pictures, etc., I had to point out that I had already done all that, and providing the results in the initial ticket. So they wasted about four business days asking questions that I had already answered in the initial ticket. Once they realized they had all the information and gotten the logs examined by the âengineering teamâ, new parts were sent. I was glad my problems were resolved, but was not impressed with their efficiency.
Itâs rather mind-boggling to think that after a year Bambu support has actually gotten worseâŚ
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That is true. They have also introduced 2 new printers that are aimed at the entry level market and I would speculate that these generate a lot of support tickets. People who bought the X/P printers last year generally were upgrading from entry level printers and were able to avoid the common pitfalls that new users normally run into. Itâs just a theory as I have no numbers to quantify it other than the forum having 4000 new users in the 30 days.
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tickets raised on 24th. Automated response after that then contact on 28th with Human contact on 31st. I completely get that itâs actually just a few days in between updates, but when you spend this kind of money you want your first few interactions with the company and their support to be outstanding. It lends itself to a certain level of comfort and confidence in your new leap of faith.
Like other companys, Bambu Labs give your the caution âDuring the holidays we have fewer staff to deal with requestsâ - thatâs fine, but if this is China based support then I thought Chinese New Year didnât start until the 10th Feb. So what holidays are they talking about ?
The problem I have with this is that this support seems to be subjective. If you are a successful YouTuber, or a reviewer, they know who you are and will fall over themselves to help you. For the rest of us Customers, not so much.
Has anything really changed since the era of color television in every household? The game remains the same; only the media format has evolved. Before platforms like YouTube, consider the instances where frustrated consumers found themselves ignored by local consumer protection agencies and the companies they complained about. It was only when television news cameras arrived that any action was taken.
The issue I have with so-called âYouTube Personalitiesâ is that they are often influenced or sponsored by the very companies they are supposed to objectively review. Even those with fewer viewerships, who might otherwise be more objective in their pursuit of increased viewership, seek sponsors and avoid offending potential sources of income.
For instance, look at the recent surge in A1 power cord videos on YouTube following the Bambu recall. These videos have been mild in their criticism of Bambu, despite the companyâs faults. Itâs frustrating because these videos seem like clickbait and lack a call to action. In fact, all the videos Iâve seen this week on this topic make excuses for Bambu.
In the words of Washington DC news media, âitâs not the lie, itâs the coverup.â
If Bambu had aggressively responded to customer complaints and speedily offered a remedy, people might say, âMistakes happen, but they made it right.â Can we say that now?
Do the complaints here represent an isolated case, or are they just the vocal minority while other aggrieved customers remain indifferent?
Yes, I think this is hitting the nail right on the head. Almost ALL companys now hide behind the excuses of âItâs the war in Ukraineâ or âDue to COVIDâ or even âItâs due to BREXITâ (I would point out that none of these things stopped them getting the product ready to sell and didnât stop them collecting your hard earnt cash). But once you have been touting this as an excuse for over a year, itâs not the exception, itâs the rule. Others have managed their businesses to deal with these âexcusesâ in satisfactory ways, rather than falling back on tried and tested excuses. When you are still using these excuses in 2024, it just means that you have not employed and trained enough staff.
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Thatâs good, I hadnât heard that one before.
I should perhaps point out that while I am moaning about this, itâs not through a dislike of the printer (the P1S Combo), which is already far more sophisticated and reliable than my Ender 3 Pro was. I guess itâs because I fell for these reviewers convincing me that the support was brilliant, when they still have alot of work to do. I would be reassured if we had someone from the company dipping in and out of these forums to reassure or update their customers. It would at least signify that they are listening and taking an interest in what their customers thing, the normal ones, not the âPersonalitiesâ.
People from outside of China donât often fully understand Chinese New Year. It is one of the most important holidays in Chinese culture. It is a time that people will journey back to where their family is originally from to celebrate. Itâs one of the worlds largest annual migrations of people. This means that newly settled cites such a Shenzhen (where Bambu is located) will practically empty for not only the holiday but a week before and after as people journey long distances back to where they are originally from. I deal with a wide range of Chinese companies for my day job (PCB fabrication/assembly, Injection molding, cnc machining) and every year we have to plan our production around the 3+ weeks Chinese New Year happens.
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Same here. Itâs not isolated to China either. Most of Asian economies are interlinked with the Chinese manufacturing base. When I worked for a Taiwanese based manufacturer, they too celebrated the Chinese New Year but not as does the mainland. Nevertheless, we had to plan for a 3 week gap in shipments before February if we didnât want to experience supply disruptions.
This is not excusing Bambu however. If a company wants to play the âGlobalâ card to the consumer market, they have two choices, employee a retail channel - so far outside of the X1E Bambu has ignored - or you just donât get the holidays off. Itâs that simple. This does not require a whole lot of thought. Either way, if they intend to hide behind their .COM domain, then they have to go the rest of the way and provide 24x7 support to their customers, not this three weeks with a BOT reply like I experienced last month.
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Absolutely put my hand up to that one. Thanks for the explanation, I just thought it lasted from the start of a specific date till three to four weeks later.
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So weâre not going to have support for nearly the whole month due to the holiday?
Hey, look on the bright side, we wonât notice the difference between that and the everyday lack of support. 
My ticket now says in progress - it was submitted. IT TOOK 5 DAYS JUST TO GET INTO THE QUEUE??
Welcome to Bambu Labs support! 
Hey, wait a minute, how did you get such fast service? 
You must be charmed.
It took them two weeks to blow me off with a bot response back in early January and then and only then, after my angry response, they gave me my non-answer answer five day later.