I have an issue where I get an error that the AMS-HT failed to send out the filament. It won’t even attempt it until you hit retry, and it does it perfectly.
Lots of research later I found that almost exclusively Bambu concludes it being a faulty hub so they send out a new hub out.
I submit logs and all sorts of files, but Bambu now asks me to send a video. I have had this before but sending a video from a non moving AMS HT is like Amazon asking to send a picture of proof that I haven’t received a delivery (I had that, seriously - they got a picture with an empty hand).
What is the points of all the logs if as proof you want to see a video of something like that.
Last time I had this happen 4 times during a 17 hour print and I am sure I won’t babysit a printer for hours, staring at it and recording it just in case I get the error again.
I since purchased myself a hub but seriously Bambu, what is a video showin (in this example) that logs do not ?
Can we agree that asking for a video that might damage the toolhead and build plate is… ambitious? I’ve already had a failure that caused real damage, so I’m not keen to recreate it just to film it. I’m happy to provide safer evidence instead—photos, logs, the project file/G-code, timestamps, and a step-by-step of what happened.
I do understand why support prefers video—text can be ambiguous, especially across languages—but there should be safe alternatives. If we can troubleshoot without re-creating the failure, I’m all in.
No offense and sure, anything can be hacked, but who is really breaking encrypted printer logs just to scam a 20€ part? If Bambu does not even trust its own logs then what is the point of having them…
If you are in the EU you have already done enough IMO, check your local consumer protection laws.
Can we also agree that the entire support experience feels like I bought some cheap product and that I have to fight my way through support to redeem my warranty?
It is certainly not fitting of the image they attempt to portray. Any premium products I purchased in the past have had excellent warranty and never once did I feel like I was stealing by claiming my warranty like I felt with Bambu. Other competitors do not have this same level of difficulty/mistrust with warranty claims.
I was only speculating about the “why”, not defending their actions. If top-notch support were my priority, I’d have gone with a prusa. But I really love my Bambulab printer(s)
To write an update to my original post. The issue happened only every 2nd or 3rd color change during a 17hr print and recording a video of a not moving AMS (which in itself is nonsense) would have taken me hours. Essentially I decided to spend $30 for a new buffer as it is the only moving part that differentiates the left from the right side.
Again, I understand the support agents just follow procedure but asking for a video of something that isn’t happening just makes no sense and potentially wastest hours.
Just yesterday again someone on eBay asked for a picture proving I didn’t receive the order. So yes, he got a picture of an empty hand … So stupid.
