Hey Guys, i opened a support ticket on 19.04.2023 because i have a damaged toolhead pcb board. I still got no answer from BambuLab and my printer isn’t working since then. Does anybody have the same problem with the support not responding?
I opened a ticket last Wednesday 4/19 for the same issue and just got a reply this morning 4/25 at 03:48 Eastern Time with a request for a shipping address. I replied with my address around 5am when I got up and saw it, then got another reply almost immediately asking again for my shipping address along with my name, machine serial # and order #. I replied and submitted this immediately, but got no further response. Maybe it was the end of business day wherever the reply originated from and maybe I’ll get a shipping confirmation for the parts tomorrow… I’ll just continue to be patient while my $1500.00 piece of hardware sits in the corner. Not much else I can do but I knew what I was probably getting into when I purchased. Hopefully you will hear back soon.
3 Likes
good to hear that you got an answer. I think i just have to wait a bit longer. Would be nice if you could just buy all the parts at their website.
1 Like
I also have a ticket that was submitted on 4/19 and no mention of anything so far for a TH interface issue, so I don’t think you are alone. I am hopeful that I will hear soon.
1 Like
Hmm… I have my mouse pointer hovering over the ‘buy’ button for an X1C. Seeing the delay in support is a bit concerning.
How has the support been for any owners out there?
1 Like
Hi Everyone,
We apologize for the delays in our replies but we are doing our best to reply to everyone in a timely manner. While there are some delays, we will make sure to solve everyone’s problem as soon as possible.
Besides that, we are also working on adding more parts on the shop to be available for purchase in the near future.
Thanks for your understanding
Ciprian
2 Likes
i just got an answer from the support. Just have to provide some additional info and they will send me a replacement. Looks like you have to make or participate in a thread here to get you response faster…
1 Like
That’s not really the case. Everyone will get a reply, but as mentioned, in some cases the replies take a bit longer. It’s a thing we’re working on to improve as quickly as possible.
2 Likes
Generally good. I think the delays more recently are just a case of them being victims of their own success after having their sales increase faster than their staffing. I expect it will improve soon. Once support respond I’ve found them to be helpful. I haven’t had the ‘warped bed’ issue or any other major ones but I have had to put through a few tickets including a part replacement (mainboard fan)
2 Likes
Bear in mind that all the “Problems with support” threads are only a small portion of the actual people submitting tickets and printers with issues.
By and large I would guess that the majority of printers going out the door are good to go. I question the recent batch of identical heat bed failures that have come up, due to a possible change in design or supplier. Could just be one guy at the contracted plant that doing it wrong and the rest of the team is following the plan.
I plan on getting a second one once funds are available regardless.
1 Like
Awesome. Thanks. Bought one. And maybe more depending on how our prototyping goes with this one 
I have had my printer for a few hours now and all ready submitted one support ticket.
One support leg is missing its rubber bad so the printer is not stable. Lets see when and how the issue is solved.
Edit: Made another support ticket about not being able to connect to my 2,4Ghz wifi. Using my mobile phones hotspot works but i don’t want to use my mobile data while using Bambo studio.
There are several threads and or posts in here on how to correct this issue. You have to log into your router and make a couple changes.
This is an issue that comes up with a particular brand of router/modem.
Yeah i read a few of them and tried to reset my router. I could not access it, for some reason tp-link app does not regoqnize it etc. It goes over my head. I will just wait for support to walk me trough it.
I’m used to appliances to just connect to my wifi without any hassle.
I agree. This has been a complete waste of time and money. My machine has had heating issues since i took it out of the box. It hasnt worked once and yet here i am, waiting for a week for support on my $1500 brick in the basement that was supposed to make my work 100 times more efficient
1 Like
+1 shocking customer service, the only successful print I have managed to do was the first print. Everything else has been very bad quality or a complete failed print 
I am hoping they will look at my tickets soon otherwise it feels like I purchased an expensive paper weight.
1 Like
I feel the opposite. Although I got a answer almost immediately after posting in the forum. The support people are doing as good a job as possible. They aren’t the ones testing the product. They can only pass back up the line what they are hearing. I had a Creality 5S1 printer and I NEVER heard back from them on several questions when the bed turned out to warped straight from the factory.
Of course everyone believes that they should have first right to the tech support based on the cost. I too felt that way initially until my wife reminded me of my past complaints when I worked in various tech support levels during my 25+ years in IT. From the emails I have exchanged they seem to be overwhelmed by the success but are committed to fixing things the best way have available to them. A little kindness goes a long way with tech support folks, as its a thank-less jobs for most.
Numerous business processes take a lot longer after the pandemic than they did before.
And it costs you nothing!
2 Likes
A little kindness does go a long way, dont get me wrong, but i havent gotten a response at all. Not a single one, and i opened my ticket over a week ago. Yea you gotta give em some grace, but they are a business and i dont know any other business that would treat customers this way. Creality was pretty on top of things with some recen issues i had. Yes maybe the fact that this costs 5x as much as my ender makes me feel entitled to better support. The fact is i want SOME support, because I am currently getting none
1 Like
I got my first answer for my binding issue after a couple of days. Sadly they were asking for information I had allready provided in my ticket. I asked them to read my ticket and get back to me.
Today they asked me for printer logs(?) and router configurations/settings wich are relevant questions I would presume.
Between the first and last reply I had allready figured out the binding issue with a bit of luck. I just used my phone as a hotspot, connected to Bambu studio, restarted the printer and router and after that it has been working.
No response yet tough to my missing rubber pad. I would presume that it effects print quality to have one leg supported by a few layers of cardboard.
1 Like