‘Support’ is just a joke. I was a happy Bambu customer once…

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1

My experience with BL support started positively. My 2 week old X2D was throwing bed/heater faults.

They sent a bunch of new parts which didn’t fix the problems. At this point I was frustrated, but patient.

But after this Bambu dropped the ball. They went around in circles. Seemingly like it was a new support assistant each time, that hadn’t read anything about the fault history. It was like talking to Dory from Finding Nemo.

Once I explained that I was not going to disassemble the machine for the 6th time to replace the same parts again or take a heap of measurements with a multimeter, they just plain ghosted me for a couple of weeks.

They after I sent multiple messages expressing my dismay, then wanted me to send the machine back for them to inspect, and repair/replace. But they couldn’t even get the printer model right…One minute it was an X2D, the next it was an A1 mini…

At this point I just didn’t have that time or energy to pack the machine up, wait, and maybe recieve a machine back and have to set it all up again, losing at least another month as I needed the machine for product development.

In the end I found the (intermittent electrical fault) and fixed it myself. Bambu support’s tech knowledge is just hopeless. I’d even suggested that it was a wiring issue, and they agreed to send me a new wiring harness. Then they just changed their mind and didn’t do anything at all.

I kicked up a stink and they offered me a free ‘Random Color PLA refill’. I was frank and said that is not helpful, maybe just credit that amount to my account. Not that that was going to be much help either.

And for whatever reason they credited me a coupon, approx 1/3 the value of a PLA refill. I saw that as a kick in the nuts, so I asked them what’s up. Eventually they sent another coupon which (in total) still didn’t add up to one roll of PLA. Why even bother? Why waste my time?

I was so amazed at how rubbish their support was, that I sat back for a couple of weeks while I decided whether I wanted to purchase an AMS HT and another bambu machine, or to make do until Creality releases their KliTek machine.

I decided to start by ordering an AMS HT. Only to find their ‘split’ coupons had to be used on separate orders.

I messaged them about it. They said I could only use one coupon per order…even though it was their screw up.

I know it’s not much money, and it’s not even about the money. It’s about the principle.

And frankly, BAMBU LAB, as a company, DO NOT HAVE PRINCIPLE.

I had a faulty machine for nearly 2 months. Bambu made me do all my own diagnostics with a multimeter, and they were hopeless, so I had to fix it myself.

2

I wholeheartedly understand your frustration not wanting to work on your printer for six or seventh time. Your frustrations are warranted, but what is support supposed to do when the customer refuses further help?

The fact remains, support was willing to assist you in every easy to the point of sending you replacement parts for free until you dropped out. The onus is on you at that point.

3

To help understand this situation better, could you please answer the following question:

  • Did you open a new ticket each time, or did you reopen the original ticket?

Opening several new tickets frequently often complicates the situation because different employees are working on different tickets, which can lead to a bit of chaos. So, just to be clear: Did you have one ticket during that timeframe, or did you have several different ones?

Otherwise, I can understand your frustration, of course!

I can also see that you’re reacting very emotionally right now, as I said, that’s understandable, since you’ve spammed the forum with that post several times. A word of advice: If you want to criticise Support, you should do so objectively, as extreme emotions undermine your arguments. Many people will already find it annoying that you have posted this message multiple times across different threads.

That makes me wonder if you reacted the same way when you contacted support.

The question now is just how good or bad the support was. At least it’s positive that they sent you replacement parts and kept in touch with you.

Maybe once emotions have calmed down a bit, you could rewrite the whole post in a more objective way and include a timeline. Photos and screenshots are always nice, but not required.

But I guess the intention of this post was just to let off some steam. :+1:

4

You are right. There was little purpose to this post, as Bambu aren’t really interested in customer satisfaction, more so, saving face where they can, which is a cultural thing. So yes, it is a bit of a vent.

I am pissed off because they seemingly ignored my suggestion and in turn I had an almost completely inoperable machine for almost 2 months. I manufacture parts and am trying to expand that, but this saga completely ground that side income to a halt.

No, this issue was all under the original support ticket.

In the end they STOPPED sending parts. They had agreed to send a new wiring harness, which was the actual issue, and did a 180 and did not send anything.

5

The fact remains, support was willing to assist you in every easy to the point of sending you replacement parts for free until you dropped out. The onus is on you at that point.

Until the point where they said they would send me a wiring harness, but then just….never did? After that, is when I gave up because out of desperation I had to fix the machine by myself.

I had to cut out connectors in the harness and hardwire/solder them myself…

6

I have an h2c thats been down for about a month. First they sent an ap board, then a new screen, then new majn board. Now theyre sending another ap board because they think the first replacement also bad. Based on logs. Also sending 2 rolls of random pla. I buy pla at $10, so im basically being compensated $5 per hour for my labor lol. I wish an American company would buy them out.

People can travel to the U.S. for a good education, but I wish they would bring some decent business practices home with them.

I didnt even make it to a legit tech, until after the main board. They make a ton of money but its all invested back into the front end. bare minimum goes into the backend.

Sad part is, I bet $100 the original ap board was fine

7

I bet it was.

8

They’ve only been around for what?… four years? Offices in Shenzhen and Shanghai China, AND a fairly new location in Austin, TX. Maybe a few members weren’t aware of that?

9

Sorry for your bad experience, it’s not uncommon.

You did the right thing in asking to swap the machine, but it would have been even better if you had done that immediately at the 1st sign of trouble.

As far as the inspect/maybe replace thing, at least no one in this forum has yet reported them ever sending a machine back as either repaired or no trouble found. They just send you a new one.

And the 2nd thing I would have done differently, I would have asked for advance replacement. Not only does that get you running again immediately you can also reuse the packing material if you didn’t keep the original.