@tkk - I’m glad it was clear I wasn’t going after you in any way, just thoughtful discussion 
The following is a general post, less of a reply to you, my friend.
The following in NO way excuses or whitewashes BL’s response to this problem, but a look back may offer some insight into timing:
‘Fundamental changes in four weeks’ - If you look long term timeline this whole thing surfaced as an item before the end of 2022.
At this point BL was barely a company, just coming out of Kickstarter delivery. They were setting up a business, working out partners for parts and filament, as well as probably working 22 hour days to get the website, this forum as well as Discord, Facebook, Twitter etc handled while pumping out the Kickstarter orders. This does give them a bit of a pass on their initial response, it’s hard to go from zero to 10,000 in a business. Setting up a Support infrastructure is too.
Then reports started tricking in about a bed issue, just as they hit Chinese New Year, a mandatory forced holiday for all intent and purposes since none of their Chinese partners would be available.
I find the timing interesting. I’d love for any Kickstarter people (particularly ones that got Ver 1 machines) to weigh in as to their bed flatness. I bet the number of bad beds are few, they were hand produced. Not zero, but rare.
That would be about the time they would have gotten the beds for their first public run. Until then I think they were hand made internally or from a smaller supplier who would have taken extra care in making them.
So, they have been aware of the problem since quite early in 2023 but were unable to respond until late Jan, after the holiday.
They’ve had a lot of time to figure this out, but all the points I’ve made in several discussions about time to produce a fix still exist. It’s slow.
My problem isn’t the bed issue having happened. My problem isn’t the length of time to fix it. Both those things can be understood within the framework of manufacturing and hiring delays and the general slowness of a huge delivery system.
But what does fry my a$$ is the poor handling of the Support and the the stonewalling in responding to this issue.
Whomever is responsible for the public face of the company should be sent to the Salt Mines of Antares 3 with no parole. They do not know how to handle a worldwide public, they’ve been way to concerned about ‘Face’ or ‘CYA’ or ‘whatever’ instead of properly communicating.
The Blog post of Feb 23 was a start, but it’s been silence or smoke and mirrors ever since.
If they had been upfront and admitted the problem existed and kept us informed as to what was happening and why it happened they would have a lot less of their customers b*tching on the longest post on their forum while sharpening axes and pitchforks.
Look. I have repeatedly stated that I am a fan of BL. Let there be no doubt that I think they will come out of this and will become a real powerhouse. I also think they’re a great company in the making. One mistake doesn’t a bad person (or company) make. We’ve all made big mistakes.
But I will also forever remember that they have not been honest and straight with their customers, saying “Use the Support System we will help you” can also translate to “We wish to handle you each alone, no sense in becoming a pack”.
I don’t know if they realize that is how it sounds to some of us. “We will resolve your problem” is not the same as “Look we had this issue with the beds. Our co-manufacturer had this issue and now we need to make all new beds, we will fulfill replacement requests in ticket order. Love, BL”
Personally, I’m willing to wait for my new bed. I know they’re handling it. I just dislike their public handling of it and think they need to do better.
MUCH better.
{End Rant}
I know I would. I’m pretty sure they’re looking at the beds as a major step in production now.
) To properly test a replacement bed they would have to heat soak it first.
)