In short - just checking to see what solutions were provided to others and if others experience the same level of frustration when working with support / customer service.
I have been purchasing a lot of PETG HF filament refill rolls and lots of parts and equipment lately.
Some of the refill spools that I have received either have cardboard that is damaged or the roll / spool is not wound correctly, making it too wide to fit in a refill spool.
Sometimes the filament has dents or creases causing the filament to break.
I opened a case and after 7 days, finally got a response with a link to a model for a spool holder!
I thought this was completely unacceptable especially after providing pictures of the damaged roll and explanations as well.
In general what I have seen is they try to push responsibility back to the customer instead of owning up for the problem.
I attribute this to being overwhelmed with requests etc. but come on!
Overall I am very happy with my equipment and the way things are progressing I had a shaky start in the beginning (last year) but it was more of a learning curve on my part.
I am concerned for when I do have more serious issues and how they would be handled and curious to know how others are making out.
That is the general pattern, yes. They consider it an acceptable solution that now I need to hire someone to watch AMS rolls running out and snip the end if I want to use their filament in their AMS to use their unique feature that they still advertise as a selling point of their ecosystem.
Damn… I experienced a AMS situation with the refill where they used black tape to attach it to the cardboard spool and when my Roll finished the tape got pulled into the AMS filament insertion point.
Luckily it didn’t go in all the way or get jammed. I understand there are growing pains with this company but what I’m witnessing are situations that just seem like they “cut corners” and will deal with it later.
I tried to upload from my phone - but it would not let me - stupid forums has some issues with images from a mobile device. In general the filament was too wide to fit in the refill spool. I could not close it. I am not the only person this has happened to. I have seen another post here that described the same issue.
Just from my dealings with them, and reading numerous posts here I would say that for the complaints you listed an email with a link to a spool holder is probably the best you’re going to get. It’s not them being overwhelmed with requests, this has been since day 1 (almost two years). At this point I would have to guess that these reps are just following the policies that management put in place. They have improved a small bit. They have people posting here now answering questions and telling us about upcoming products and such, I do appreciate that. They have the live chat now even though it seems very limited in its scope it’s better than nothing but email tickets, which is all they had for a long time.
Thanks - they did respond soon after saying they would replace it. They stated “help us, send your defective roll back to us” ?? - and asked for a picture of the box, which I sent them. Still waiting to see if they are going to send me a pre-paid shipping label etc. and the replacement.
The reason I brought this up is last year after I bought my first X1C - I had an issue with an extra hot-end I bought (the JST clip broke) - I opened a case and they responded in a day and sent out a replacement - no questions asked.
As for the live chat - it is just for general inquiries. I waited 45 mins on LIVE CHAT after no reply on the ticket for almost 7 days. They said this is LIVE CHAT is only for order help. I said “yes, correct, my order arrived damaged - can we setup a replacement?” - they said “no - you need to open a ticket for that”. So they then contacted my agent for the ticket I had opened, AND THEN I got a response. Just so seems so A$$ backwards and unnecessary the way they are handling things.
So guess what? They came back and asked me to pay shipping back of the defective refill and then they will refund me in the form of a discount code?!?! Completely unacceptable for a billion dollar company.
I run a small business and when a customer has a problem I send out a prepaid return label and a replacement product. I loose money but that’s the cost of doing business and I still have a happy customer.
Well……Still no word from them - so I just opened a CC dispute and the CC refunded my money.
I truly hope I don’t have any real problems where I need support because these people just plain suck.
At this time I found filament that works for my needs on Amazon so no longer need to buy filament from them. If there is an issues I can return it easily too —- F this noise.
Never ever had any issues like this with Prusa support.
Finally got an update - I hope that this type of late response is because my issue is low priority. I would hope someone with a “production down” type issue would receive faster replacement support.
Look at this return process for $14.99 damaged spool of filament, I assume it’s some sort of Chinese regulations. I need to take photos of the label applied to the return? I need to get a receipt for the package and take a picture of that? WTH?!?
I opened this support case 10/20. I truly hope I don’t have any other issues as this process is frustrating.
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Please download the label attached. Then, print the label, attach it to the return package, and take a clear photo of the package with the label. Next, hand over the package to the carrier as specified in the label and ask for a receipt as proof of shipment. Finally, please send us a photo of the package with the label and the the drop-off package receipt so that we can monitor the return and inform the warehouse to receive the package and inspect it in a timely manner.Sample: drop-off package receipt
Please make sure to send out the package within For more information, kindly refer to our Warranty Statement.Refund Period• 7 The return generally takes 0-10 business days to arrive at the return warehouse, depending on your region’s postal service, weather conditions, weekend delays, and other uncontrollable factors. Furthermore, the refund will usually be re-credited to your account within business days after the warehouse receives and inspects the package. We will also inform you when the refund is processed by our side.If you have any concerns or questions about the return process, please feel free to let us know.Again, many thanks in advance for your cooperation and patience and we look forward to receiving from you soon!Best regards,Bambu Lab Customer Support
No, not a regulation… it’s all policies they setup because they don’t trust anyone. One of my Black Friday sale orders on 10/20 never arrived and when I tracked it I got “Returned to sender: Insufficient Address”. I opened a ticket and they responded that when they get it back they will re-ship it. It’s been back at their warehouse for two weeks. After asking them twice to either re-ship it or refund me they finally responded and said they would “make a one time exception” and re-ship it. I’ve just tried to accept the fact that every order is a risk from Bambu, and it’s a shame because I love the printers so much.
I first purchased my first X1c Oct 2023 - before I knew anything about their Black Friday sales - just saw so many influencer videos with such a positive sentiment, was so excited I bought it
Admittedly I had a shaky start. But after some learning curves and understanding of some of the nuances etc. I’ve grown to love it and I bought two more recently -
but this time I waited for their black Friday sale and as soon as it was active I bought two on a Monday and both of them arrived that Friday - which definitely surprised me I wasn’t expecting to get it that soon
But even when I worked with Support last year for a bad hotend they responded almost immediately and didn’t have me go through all these hoops and they just shipped one out to me no questions asked.
so “something” definitely changed between now and then. (That’s why I just attributed this to growing pains ) - I have ordered lots of parts from them and filaments and so far they all arrived on time from their warehouse in New Jersey
so that’s why my assumption is Either they’re just too overwhelmed now or perhaps some thing was learned from that whole melted wire issued debacle for that other other model of printer?!?
Hoping eventually will start seeing some stuff on Amazon like I had seen for PRUSA back when I started with them. I used to get PRUSA parts delivered directly from Prague but now I can get the same parts on Amazon and if there’s an issue they take returns no problem.
Either way, hope you get your issue resolve. Have a good rest of your Sunday
So my theory is that the problem is just with sales support, not really with tech support. I’ve talked to tech support too and it went pretty smoothly… but when orders go awry in transit or you mention the word “return” that’s when things seem to go south lol. I don’t think it’s the support peoples fault, I think Bambu created these not-so-consumer-friendly policies and they have to follow them.
I would love to see an official Bambu Amazon store, but I don’t know if that will happen because they would have to abide by Amazon’s rules and Bambu REALLY hates returns lol.
On a side note, I don’t know if you saw but two weeks ago Prusa announced they are going to start making the MK4s and filament in Delaware at PrintedSolid.
That’s the big question. PrintedSolid has always said that the Prusas through them were more expensive due to customs, duties and tariffs… so they should be the same price now right? I once priced an MK4s with an enclosure and MMS and it was several hundred dollars cheaper stright from Prusa even with the big shipping.