Ticket created on 5th Feb in Austria.
So far no heating bed or message from support. I’m extremely pissed when I see that people who created the ticket later have already received theirs.
Im in the UK and my timeline is
4th Feb - Ticket raised for the replacement bed
17th April - 3 day email from support
18th April - Dispatch notification email from support
19th April - delivered by DPD
19th April - bed fitted and install photos added to the ticket
Im just waiting for the install to be verified by support and the voucher issued
I’m also in the UK and my timeline is:
10th Feb - Raised ticket for replacement bed
17th Apr - Three day email from support
18th Apr - Another reply from support stating the package is on the way from DPD
19th Apr - Replacement heatbed arrives
20th Apr - Installed, photos taken and sent to support
So now I’m just waiting on the voucher.
My email stated that after I submitted the pictures and they were happy with them they would email it to me. I am at that point now. Been two days since sending Pics.
Same here. Just sent in the photos. This may take a while if it’s a human that has to check the photos
It states two business days potential wait to hear back about the voucher (once the photos have been sent) so it might be Tuesday until we hear.
Did anyone here wait until this month before contacting BL for either recall choice and then received a response?
I created a ticket 5 days ago and have yet to hear anything from BL.
I had hoped that by waiting I would miss the mass scrum and go through at pace more akin to a freed up BL.
Clearly, I didn’t account for BL saying “we are hiring more people to cope with the increased workloads”, giving them more than 2 months to achieve this and yet seemingly no action on their part, at least none that made a material difference.
I’d imagine you will be at the very back of the queue, as most people responded with their choice in early / mid February.
New update
22nd Apr - Voucher received via email.
I imagine so as well and correctly so.
However, I asked a support question ahead of my formal application, that is a normal support question.
One that is still unanswered 6 days later.
Almost a week and still no acknowledgement is not an indicator of good or even poor service it’s of a lack of service.
You can have great products and still fail if you can’t communicate with your most hardened supporters.
I’m excluding the A1 from the great products as it has at least three known design flaws, two of the could cause fires, only one has been dealt with.
In USA sent my pictures last Thursday evening. Received an email this morning stating they were accepted and would see an email in two day with the voucher.
Win for the USA, U.K. the forgotten partner.
I mentioned this in another post, the U.K. territory isn’t considered equal despite having and outsized market for tech when judged against other countries.
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I have opened the Ticket for replacement on Feb. 05th.
So far, neither a new heated bed, nor a tracking number, nor any response from BL. I submitted another support request 7 days ago. Also unanswered.
Oh yes. I’m from Austria. BL is really messing things up.
Is anyone in the UK when using the discount voucher (for replacing the A1 heatbed) still getting charged £4 shipping?
It’s like the discount code doesn’t count the voucher as being ‘over £45’ so the free shipping doesn’t kick in.
Yeah my free shipping cancelled itself as soon as I put the voucher in, oh well, a couple of quid for the shipping no great loss…
Currently, they can’t help themselves screwing over the faithful.
Here, take this voucher to say sorry for all the trouble we caused. Now, give me back some of it because when I said you get a voucher, we forgot to tell you we cut the corner off!
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Well, I am not an A1 user but kind of suffering with the overload of BL support as my tickets are really answered slowly.
I have a X1 not working since February but the the question/ answer pingpong takes ages - way more than the promised 3 days.
I understand that such a technical recall actions in combination with a direct retail ( no shops or partners) does put a load of workload on the support unit.
Still I think it came to a point where they turned their loyal customer with questions into disgruntled customers who may lose confidence in the brand and not buy again.
Well it is still a young company and I hope they will have some lessons learned out of that.
Regarding my case - I have to say besides the way to long answering time the support was doing a good job by analysing and sending me spare parts.
Sadly the root cause could not be found so they decided to replace my printer.
Hopefully soon I am a happy BL customer again.
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Hi, that’s great you’ve received your voucher. How long does it take for Bambu Lab to send voucher code via email please? And what serial number do you have to provide? Thanks!
It was two days from the time I sent in the pictures until I received the voucher via email. The serial number is the serial number of the printer. It is a small QR sticker on the back of the printer. When you take the picture of the back, showing the new wall bumper and the cable routing, you should be able to capture the QR sticker in the same picture.
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I did my replacement ticket on 2/4 and haven’t heard a peep from Bambu since 2/5 on the ticket. @BambuLab what’s the story?!