I’ve been getting a heatbed temperature malfunction since the day this thing arrived. I’ve been happy with the printer but the error will cause the print to fail before it ever starts. If you hit ignore on the screen and re-run the job it completes but gives the same error at the end.
I am writing this not looking for answers but to warn others that the support of this product SUCKSSSSS. I took two days to get a response at all and only after I asked for an update. After that is been a circus of messages wanting order numbers, SN, take a picture of the error, etc. Reasonable questions if it were in a single message but this is dragging out for days. I’ve asked twice now to just charge me for the cable I apparently need and send it. I own a small manufacturing business and don’t have the time to chit chat with someone in email for days. Super frustrating. I thought I was buying something better than a Creality but apparently not because here I am at nearly midnight again playing tag.
I have verified your ticket and shared a reply to it now explaining more about the process.
While I understand it can be frustrating to have a machine that is not working as expected, please know that we need to verify any warranty request and also make sure that the information we have is correct.
We want to avoid the situation where the wrong part is shipped, or the wrong solution is offered thus further delaying resolution time and having our customers wait longer for the printer to be repaired.
We are optimizing our processes to further speed up the resolution time, but in some situations, we still need information about the machine, the errors shown on the screen and so on.
Please excuse the delay for this ticket, and please note that we are doing our best to solve this as soon as possible.
Thanks for your understanding.
P.S. For others reading this message:
The fastest way to get a quick resolution to the ticket opened in our support section, is to include as much information as possible about the problem encountered, pictures of the error messages, videos, log file, .3mf file printed and other information that might be useful for troubleshooting.
Having all this information available right from the start greatly increases the reply times and helps us solve tickets for our customers faster.
Correctly selecting and classifying the ticket type according to the issue encountered also helps get the ticket assigned to the right CS agent to expedite the resolution process.
Hello Ciprian… Can you please look at my ticket. I’ve been dealing with a support incident for 35 days now. Last communication with support was almost 3 days ago.
I’m in the same situation. 35 days now since I initiated my support ticket for my AMS typical exhausting requests. No back and forth conversation. A single email every 24hrs, maybe. A few of my replies were literally within 15mins of receiving their email. I still had to wait 24hrs.
My colleague replied to you on 12.04. I have asked him to check and send the previous reply again and you will get a reply shortly. Something might have happened with the replied message/email.
Related to urgency, please note that we treat every request very seriously and we try to provide everyone with quick replies and solutions. But sometimes, this can take a bit longer as we are replying to a significant amount of tickets every day.
We are still increasing the number of Customer Support agents and making improvements to further speed up the ticket resolution.
Thank you for replying and looking into the last communication. Please review all communications in this support ticket.
I did receive that email which was over 48hrs ago. It’s an email every 24hrs. or longer. There’s never a full conversation even if I reply within minutes of receiving an email from Bambu.
Now Teddy wants to give me a voucher to order a part to replace a functioning part in the filament hub that was sent over a week ago. Obviously there’s an issue with the filament hub. So send me a new filament hub. Noooo… Make the customer do more work because support can’t just send another replacement hub.
I diagnosed the issue and it’s not the extrusion wheel as I’ve confirmed that the wheel works. In order to do that I had to disassemble my P1P AMS. Why does a customer have to disassemble functioning equipment in order to prove to support that their diagnosis is incorrect.
A customer should never have to wait over 35 days to get a $350 item fixed under warranty or replaced. Support expects too much from the customer by the tasks they request from the customer. Just like @iztrky has said. We thought we were purchasing a product from a company that supports it’s customer. Sending one email every 24hrs, maybe, 5 days a week is not showing urgency to your customer.
There’s only 3 options to resolve this support ticket.
We can continue the discussion via PM if you want to avoid sharing personal info.
The reason why we offer a voucher is due to being the fastest solution for the customer to get the replacement part. He can use the voucher to order the replacement part to a different address if needed.
Of course, can also ship the part directly to your indicated address but this can add a bit more processing time. I will make sure all our replies are clear in the future, to understand both options.
The R&D team reviewed the logs and we discovered the faulty part being the odometer in AMS filament hub not working as expected. Now we want to replace the Active Extrusion Gear to make sure the odometer is back to normal operation.
But my colleague will send you a filament hub if that’s what you want.
I fully understand that Customer Support needs work, but as mentioned, we are working hard on improving quickly to provide faster replies, and we hope to be able to raise to the expectations of our customers very soon.
“If you can share a photo of a written piece of paper with the ticket number, next to the printer, we can issue the cable replacement and also the voucher.” Unbelievable!!! You shipped it to me!!! Look up the address yourself! The whole point of the frustration is that you’re asking me to do YOUR job. I paid for it, you shipped it here, go look it up yourself!
Yes, it is. I am an entrepreneur and have established nine successful companies which are still going strong today. This means I have dealt with hundreds and hundreds of sub-tier suppliers in my days. One universal truth I have found is support is different with every single one of them. The younger the company, the more “challenging” support can be. Though I have been lucky enough not to require after sales support from Bambu yet, it is plainly obvious that this is a company that is truly striving to be the best they can be. Are they perfect yet? No. Will they ever be perfect. Of course not.
If we as customers of Bambu, truly appreciate the product we purchased from them and wish to continue to offer our patronage, then we must understand the hurdles they are facing, especially in after sales support, and work with them to make their jobs easier, which in turn, will make all of our lives/jobs easier eventually.
To belittle and bemoan all of their currently perceived weaknesses and flaws, does absolutely nothing to resolve the problem(s) at hand. Instead, try to put yourself in their proverbial shoes and figure out every bit of information that you can gather before even clicking that Support Ticket button to begin with. If there is a delay in support, adapt and rely on your own resources to cope with the situation until the issue is resovled. Remember, no one forced you to invest in a relative “start-up” company to begin with. We are all speculating that Bambu Labs will persevere these rocky, challenging beginnings and be a force to reckon with in the 3D Printing arena.
In conclusion, act civilized and remember, Bambu Labs, like every other company on this planet, is made up of people who truly want to succeed and provide a product that is the envy of the industry. Be patient, this too shall pass and in the not-too-distant future, Bambu Labs may be in Time Magazine again as the epitome of sound and efficient customer support.
Having realistic expectations of a tech companies support is not unreasonable. This isn’t an open source product. Have a help desk with people manning the phones. It’s your responsibility as a company owner to provide that or, just be another cheap low end company. I bought this with the expectation that it was a higher end product. Product support is just as much a responsibility as the product itself, especially if you’re going to present the product as “high quality”. I’m not trying to bash the company, I’m wanting them to hold themselves accountable and fix this hole. They did a good job with the product so finish the job. That’s it.
How is this reasonable??? They have all my information WHEN THEY TOOK MY MONEY. Do your damn job and quit being lazy. If I bought the thing used on Ebay it would be different.
Excuse me, but I am pretty sure they didn’t break into your credit card account and stole your money. You freely and willingly gave them your money knowing quite well Bambu Labs is/was a startup company. With that, you get the good and the bad.
Oh, I know quite a few companies who do not truly want to succeed or want provide a product that is the envy of anything. But I am quite sure the current Bambu Lab staff is none of those.
It is reasonable to require a photo of the problem with some “live” data but I reread your original msg and see that you already did that and they were asking again. I withdraw my statement.
Bear in mind that their support is not only people with legitimate problems, but ID10T tickets as well. Printer won’t turn on - not plugged in. Won’t run the calibration - did you read and follow the directions? - No. Bed won’t move - did you remove the shipping screws? What screws? Lidar is not working - Did you select Carbon X1 or P1P in the slicer?
For every 1 legitimate end user problem with the printer like yours, or some other QC fail, there are likely 50 ID10T tickets that need addressed as well.
You want 24/7 manned tech support phone - be prepared to pay $3000us for your second printer. Someone has to pay the call center.
-Ricoh took over a month to replace a dead copier under company contract because of a mix of vacation time for our account rep and then issues getting “their system to validate our new contract” so it could be sent to us for signature.
-Apple took 2 weeks to validate ownership and phone details before helping with an activation problem on a company phone on a company contract.
-Have you ever worked with Corsair support to troubleshoot a random issue like 3rd party apps being unable to effectively control lighting effects in iCue despite being compatible? Or logitech for that matter? Their support process for things that they can’t just outright replace is nearly laughable.
-Meraki support wants me to walk around the building and capture information from individual PCs on the shop floor, and wants to collect a weeks worth of new logs - after a week and a half of urging them to actually respond to the ticket.
-Samsung support gave me the runaround on replacing or repairing a new 70" tv I bought for one of our conference rooms that wouldn’t turn on after less than 3mo. of ownership. 2 months after opening the ticket and after 5+ hours of phone calls, I binned the TV and bought an LG.
You bought the 1st gen product manufactured by a fledgling company. The price is more than fair (I’d say even generous to us consumers for what we are getting), and they aren’t gouging us for their consumables and repair parts. So do you want them to be Ricoh or Samsung?
edit: Just for clarity, I believe that all companies should work on improving their support processes. I agree there is room for improvement. However, I believe their current level of support should have been anticipated by us consumers based on the age of the product and the age of the company alone, and yet, you can still realistically expect a terrible support experience from many well known and very large tech companies. BL, as far as I can tell, genuinely cares about improvement, customer experience, and delivering a solid product. Will there be misses? Sure. Opportunity for growth? Absolutely. I do think, however, we as consumers can give them an inch for working on delivering us such a ground-breaking device.
Oh man, Ricoh printers were used exclusively at one of my first companies. I remember our tech guy would get quite irate every time there was a problem with them. And as I recall, that was quite often. I slowly got rid of each one of them through attrition.
How is it reasonable that you’re mad at a support person, who is trying to help you, calling them lazy, when they are just following the rules set by their employer? There is a real person on the other side of support, and that person certainly didn’t “take your money.”
Those rules aren’t going to change, even if you use all caps on a community forum.
Bambu Lab doesn’t have a physical presence in the US yet. They use third party suppliers who ship out new orders as they come in, so the quickest way to get you warranty parts is to let you create a new order with your current shipping address (and not assume the one you used 6-9 months ago is still current).
I’m in agreement that support is being flooded by ridiculous tickets too, and that’s part of why support is so slow. I saw one guy recently that said he had like 10 current tickets open and was wondering why he couldn’t get a response fast enough.
And yeah, on most of the functional equipment (and software) my business uses to make money I have to pay an additional fee for premium support. It not only takes money to pay for the support to be manned, but it takes money (and time) to make sure support agents are all actually knowledgeable on using the thing they are supporting. Even after months of using these, most of us are still figuring the ins and outs and quirks of these printers. I’m sure Bambu Lab is too.