I received my printer in damaged condition – the box was obviously dropped and taped back up. The back of the printer is crushed. I’ve opened two support tickets with Bambulab over the past two days and haven’t gotten a response.
Has anyone else had issues on shipping and/or lack of responsiveness from Bambu?
Currently China is being hit by a new wave of Covid which will be impacting the amount of staff able to work and cover Support.
I would suggest waiting, as opening extra tickets will only add to their total workload and delay things further.
Unfortunately Chinese New Year is also now imminent and the whole country shuts down for 2 - 4 weeks.
I am quite surprised that they have not setup a support centre in the UK / Europe / USA given their customer base is high there, I don’t think it would not require a big team or huge capital investment.
They do have some based outside of China, but the core tech / engineers who may need to be fed back into including other business areas that may need checking with is going to be in China.
@Crankshaft I do agree. For a new company like BL I consider it to be very important to be present all the time. Make the customers and new customers aware that you are here to stay. That you want success and growth. And this starts with a happy customer base. It is nice to be able to present some new stuff, but support is most important, since when that starts to make people nervous, the talk about it starts to make noise within the community and those who consider to buy might think twice. I had a Qidi printer once, their support and speed of reply (from China) is outstanding. They do reply within a few hours, always considering the time differences of course, but you do have a continuous flow of discussion with them. Yes, Covid is still around and this can explain some of the delays, but I would hope there would be some kind of weekly (if not every three days or so) information from BL headquarters concerning support status. I don’t see many replies from officials here, or am I missing that ? @BrotherC
Agreed, also seems to be a distinct lack of presence in these forums, I’ve only had mine and been a member here for few weeks, but I don’t recall seeing any responses from BL staff.
I agree. The team seems missing from this forums.
I think the team doesn’t want to help. Can not imagine it differently. you are held there. one message a day ?? really ? my printer has been in the basement for 2 weeks. Nobody cares. I actually don’t want the printer anymore with this support.
Hello,
We are sorry for the slow replies, but right now we are dealing with a higher number of tickets, and a lower number of colleagues available to help due to the Covid situation.
We are doing our best to provide fast support, as quickly as possible. But in some cases, we get multiple tickets opened for the same topic, which adds more delays to replies.
In other cases, we get tickets that do not have too much information and requires multiple interactions with our customers.
We welcome any question or ticket from our customers, and we are happy to provide help whenever it’s necessary. But here are a few recommendations from our side to ensure we can solve the problem as quickly as possible:
We will be replying to every ticket opened via the support page, and we will solve the problems reported.
In regards to the mention that we are not present on the forum, that would not be a correct statement.
We have multiple colleagues that regularly check the forum and try to provide help. But we currently focus on providing support via the ticketing page because it’s the most effective process at the moment.
We will try to dedicate more time replying to tickets on the forum too.
Thanks for all the feedback, and we appreciate your patience with our customer support team.
We promise to improve and do better
I received a smashed box printer on jan 9th … filled out a ticket and haven’t heard a word since.
I heard from support after a couple of days and they were willing to send me replacements for damaged parts, put not a full printer unless it was DOA. It booted and printed fine so I opted for replacement parts and a small store credit of $25 USD. I just received a replacement back panel yesterday which seems like it resolves the entire issue.
My printer came with a shattered top glass cover. Thousands of tiny glass shards all over the inside of the printer, including inside the power supply and electronics. Took me a full day of disassembly and vacuuming to get it all out. A few comments:
Perhaps it’s teething pains at the company, but this is really shabby. Hope you all fare better than me.
P.S. At this point the printer is working, but who knows what hidden damage may emerge.