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.