Why is Customer Service so bureauratic. I have a simple problem. I have an item that arrived with a very damaged box. Simple solution just send me a label and exchange the item. I have another item that did not have the part I need. Simple solution, just send me the part. Why do I have to explain my case over and over again with no clear solution. Why no customer service phone number where I can talk to a person. Very Bad Customer Service, actually nonexistant customer service!!!
Sadly, if you spend enough time on this forum, you will learn that this is often the Bambu way.
As I have warned others in similar situations, if you recently purchased a product and are attempting to exercise your warranty or return rights within Bambu’s stated terms, do not allow the process to drag on indefinitely. Customers have reported being subjected to repeated delays and stalling until Bambu suddenly claims that the return period has expired.
What has worked for some customers is contacting their credit card issuer promptly and initiating a chargeback. Then inform Bambu that you gave them a reasonable opportunity to resolve the matter, they failed to honor their stated obligations, and you have now disputed the charge.
It is unfortunate that customers are so often forced to resort to this. But as the saying goes, do not hate the player, hate the game. If Bambu insists on playing these games, the chargeback may be the only meaningful leverage a consumer has left.
I see it as a two-sided coin: Sometimes both sides shine, and sometimes both sides are dull.
When I read the OP’s post - which has very little information and is just a rant - and maybe communicate with support in the same way, I can definitely imagine that this is a major obstacle.
As always with rants like this: no information, no photos. Just emotions - which is understandable, but it doesn’t make a good impression and doesn’t help solve the problem either.
To me, this sounds more like a communication problem in this case than a support problem.
Customer: “I want it this way!” - explain it poorly and react emotionally. Support replies, “That’s how we do it usually” The customer replies, “No, No, I want it this way and that way.” And just like that, we have a case of OP. Most often when expectations and the solution provided don’t match - or are even worlds apart.
For example, the idea of “Just send me the part!” doesn’t just work that way, because, unfortunately, there are many scammers and it has to be verified.
I am sorry to see you are experiencing problems with your delivery.
Please share your ticket with me with a private message, and we will look into it to find out what went wrong and offer a solution ASAP
Thank you.
Could you please provide some links to such posts, so we can further investigate the issue?
This should not be the case, but if it happend, we would like to find out why and ensure this doesn’t happen again in the future.
Thank you.
Thanks for the reply. You know the items I bought are low ticket items, why take the reputational hit when you can solve the problem and move on by just replacing the items. I love the product, the P2S and the P1S I had before it was/is such a pleasure to use, obviously a lot of thought and organization went into building the product and the company, why drop the ball so hard when it comes to customer service???
A basic search for the term “chargeback” currently returns 69 forum threads.
To be precise, I am not claiming that every thread below documents the same conduct, that every use of the word “chargeback” is a complaint about Bambu Lab, or that every customer-service complaint uses that term. This is a sampling intended to demonstrate that chargebacks have been mentioned, recommended, considered, or reportedly initiated often enough that the issue cannot reasonably be dismissed as an isolated occurrence.
A broader search for terms such as “customer service,” “refund,” “return,” “warranty,” “RMA,” or “no response” produces many additional complaints.
Google search:
Bambu Lab forum search:
https://forum.bambulab.com/search?q=chargeback
Direct forum threads returned by the search:
https://forum.bambulab.com/t/missing-screws-on-inside-of-side-panels-x1-carbon-ams/6213
https://forum.bambulab.com/t/sharing-my-p2s-customer-service-experience-for-awareness/222621
https://forum.bambulab.com/t/fedex-destroyed-my-new-printer/206998
https://forum.bambulab.com/t/how-does-the-replacement-warranty-work/50056
https://forum.bambulab.com/t/how-to-resolve-non-delivery-help-please/20877
https://forum.bambulab.com/t/poor-customer-service/113773
https://forum.bambulab.com/t/bambu-lab-shipping-delay-december-20th-update/122145
https://forum.bambulab.com/t/warped-bed-seems-like-a-common-qc-issue/4313
https://forum.bambulab.com/t/rant-bl-failed-to-deliver-my-order-and-want-evidence/76870
https://forum.bambulab.com/t/any-ordered-from-biqu-panda-verse-storage/206352
https://forum.bambulab.com/t/h2d-does-not-work-customer-service-nightmare/160710
https://forum.bambulab.com/t/ridiculous-support/181044
https://forum.bambulab.com/t/price-drops-a1/67133
https://forum.bambulab.com/t/what-is-with-the-lack-of-customer-support/256953
https://forum.bambulab.com/t/printers-not-delivered-no-solution-from-support/246144
https://forum.bambulab.com/t/escalate-your-case-does-not-garner-a-response/242828
https://forum.bambulab.com/t/bambu-shipping-and-customer-support-are-the-worst/44227
https://forum.bambulab.com/t/for-the-love-of-god-please-fix-your-shipping-of-products/33983
https://forum.bambulab.com/t/no-refund/65218
https://forum.bambulab.com/t/how-to-get-live-chat-support/43474
https://forum.bambulab.com/t/shipment-delay/115573
https://forum.bambulab.com/t/filament-order-not-get-fulfilled-after-over-a-week/117150
https://forum.bambulab.com/t/customer-support-update/18124
https://forum.bambulab.com/t/nozzle-keep-hitting-the-tree-support/179079
https://forum.bambulab.com/t/100-frustrated-with-the-h2d-and-the-support/185573
https://forum.bambulab.com/t/hidden-weaknesses-in-h2d-at-high-temp-operation/190422
https://forum.bambulab.com/t/bambu-please-re-consider-shipping-policies-and-cost-in-the-uk/170794
https://forum.bambulab.com/t/has-your-h2d-shipped/155750
https://forum.bambulab.com/t/damaged-in-shipping-and-no-bambu-response/183518
https://forum.bambulab.com/t/what-was-the-cost-of-your-shipping-bill/157742
https://forum.bambulab.com/t/no-responses-from-bambu-or-courier-about-delivery/170636
https://forum.bambulab.com/t/a1-first-layer-separation/93557
https://forum.bambulab.com/t/ams-2-pro-issues-with-loading-filament-into-extruder/159082
https://forum.bambulab.com/t/share-your-feedback-and-help-us-improve/86591
https://forum.bambulab.com/t/do-i-have-to-worry-about-delivery-now/256456
https://forum.bambulab.com/t/setting-the-record-straight-on-cloud-access-and-community/252164
https://forum.bambulab.com/t/rma-stuck-no-response-escalation-needed/255380
https://forum.bambulab.com/t/helio-simulation/188021
https://forum.bambulab.com/t/brand-new-a1-cant-calibrate-homing-z-axis-failed/92217
https://forum.bambulab.com/t/x2d-is-so-nice/249544
https://forum.bambulab.com/t/partial-order-lost/251189
https://forum.bambulab.com/t/do-you-bambu-customer-service-is-getting-better/191172
https://forum.bambulab.com/t/new-p1s-wet-upon-delivery/212091
https://forum.bambulab.com/t/no-help-from-support-for-missing-items/209377
https://forum.bambulab.com/t/this-new-auth-system-will-make-me-sell-my-printers/135400
https://forum.bambulab.com/t/wondering-about-p1-with-the-actual-sales-few-questions/182559
https://forum.bambulab.com/t/voxelpla-dont-consider-them/181323
https://forum.bambulab.com/t/whats-up-with-bambu-shipping/178771
https://forum.bambulab.com/t/dessicant-damage-in-new-delivered-printer/172817
https://forum.bambulab.com/t/where-is-the-customer-service/60561
https://forum.bambulab.com/t/a1-recall/55637
https://forum.bambulab.com/t/getting-ignored-by-bambu-support/123860
https://forum.bambulab.com/t/added-a-note-about-shipping-delay-during-checkout/119166
https://forum.bambulab.com/t/still-no-ams-6-weeks-later/104549
https://forum.bambulab.com/t/new-asa-cf-just-launch-with-blink-and-miss-it-sale/100603
https://forum.bambulab.com/t/fixed-the-sale-is-broken-more-expensive-in-the-sale/106187
https://forum.bambulab.com/t/power-lead-caught-on-fire/52110
https://forum.bambulab.com/t/first-layer-issues-with-new-plate/83520
https://forum.bambulab.com/t/when-will-the-heatbed-arrive/72010
https://forum.bambulab.com/t/problems-with-printing-no-filament/77340
https://forum.bambulab.com/t/shipping-issue-no-response-from-support-tickets/56825
https://forum.bambulab.com/t/x1c-can-not-downgrade-fw-anymore/45093
https://forum.bambulab.com/t/order-missing-no-response-from-bambu/24368
https://forum.bambulab.com/t/missing-printer-says-delivered-but-hasnt/23358
https://forum.bambulab.com/t/x1-carbon-and-support-ticket-experience/3897
https://forum.bambulab.com/t/an-update-on-black-friday-order-delays/119329
https://forum.bambulab.com/t/why-we-re-upgrading-our-points-system/172869
https://forum.bambulab.com/t/warning-for-cad-makers-using-personal-paypal-accounts-with-makerworld/181281
https://forum.bambulab.com/t/fake-posts-of-issues-with-model-printing/80978
These links are not presented as proof that every case involved an identical sequence of events. They are provided because you asked for examples that can be investigated. The recurring themes include delayed responses, unresolved warranty or delivery claims, stalled refunds, prolonged RMAs, missing shipments, and customers discussing chargebacks after ordinary support channels failed to produce a timely resolution.
If Bambu Lab genuinely intends to determine why this happens and prevent it from recurring, this should provide more than enough material to begin that investigation.
Thank you for your reply
Please note that a lot of the posts are older and could be outdated at this time.
I also want to assure you that our team is working hard to provide a good service.
If there’s a certain case that was not handled as expected from your experience, please provide me the ticket ID via a private message and we will look into it to find out what went wrong and ensure we do a better job next time.
Thank you.
With all due respect, I like your posts, but now that you have a chance to communicate directly with support, you referring to old threads, some of them from 2023, outdated, instead of current.
I know you just clicked “search,” but taking those extra two minutes to filter by date would have really strengthened your argument. Especially when you have this chance to communicate so directly. I also read your evaluation below, but as I said, those extra two minutes would have strengthened your argument.
Now it just looks like you’ve dug up some old topics. You can tell that from the comment numbers, too - at least I personally would have filtered out the really low ones. Getting rid of everything that doesn’t have 6 digits would be a start. Then at least you’re on track for 2025.
Thank you for the prompt response. It is encouraging to see someone from Bambu Lab actively monitoring and engaging with the forum.
For context, I have been active here since June 2023. During that time, I have seen many posts describing serious customer-service problems receive little or no visible response from Bambu Lab. Whether or not those cases were being addressed privately, the lack of public engagement created the understandable impression that nobody was paying attention.
Your response here is a positive sign. I sincerely hope it reflects a broader and sustained effort to acknowledge these complaints, investigate recurring problems, and improve the customer-service experience.
Even though some of the posts are outdated or possibly even resolved, there have been a lot of these kinds of posts and Bambu’s reputation has taken a hit. There have been so many it’s difficult to imagine that none had merit.
So it’s good that Bambu is working on this. But I’d also say you guys might want to spend more time on the boards to see what’s being said. Olias (or anyone) should not be asked to provide examples when you guys could just do your own searches on your own boards.
I can understand asking for examples off-site because you just may be unaware of them. But here? It’s Bambu’s own house.
If Bambu truly wants to gauge opinions or look into complaints, this is a good place to do that. But asking users here to search for examples for you when it’s so easy to do is a bit strange. What might be better would be a dedicated task of searching posts weekly (for example) and referring troubled ones to those in house who can help.
Yes there is a ticket system but many claim they’ve used it.
If you guys proactively reached out and worked with customers with legitimate gripes it would go a long way to helping the situation.
That said, I’ve never had any issues but haven’t needed support. There’s also a lot of posts where people commend the support they got. But it just rings a little odd you would ask users to search for posts that you can search for just as easily if not easier with admin tools.
I think we need to find some middle ground here: Olias has, let’s say, thrown an accusation out. He even referred to current events, at least that’s how it appears. I also think Olias comment is well said. It’s legitimate for Support to ask about the incidents Olias is referring to.
That’s probably why it was a bit unfortunate to bring up old topics.
Personally, I didn’t interpret it as meaning that Support is now asking users to search through hundreds of threads themselves.
As I said, I’m a big fan of achieving a balance, so it would be nice if support were more proactive. As far as I know, only users can mark a thread as resolved, and this rarely happens. You never know how those threads turned out.
I have no idea if this is due to data protection laws or because of the forum, but making a public statement along the lines of, “We were able to help the customer to their satisfaction,” would resolve many of these old threads.
No one really knows what happened to those old topics. Although people write a lot about, you almost never find out what the outcome is. That’s why almost every topic has a negative touch, even if it ended well, because you never hear about how it ends.
Who’s actually fair enough to write how things really turned out after a complaint? Very rarely.
However, that’s exactly where customer support could score a few more points in terms of transparency and visibility, but that’s actually nothing new.
Before anyone gets the wrong idea, I stand by my original argument - there are always two sides to every coin.
They asked Olias for links to posts though for whatever that’s worth. I get it that it’s not a broad call but it’s not how I would do it. I would have just done my own search.
Asking users to point to such posts reveals that Bambu hasn’t really paid too much attention, at least here. And we know that. People post with problems and others tell them to open a ticket since Bambu doesn’t really seem to monitor here that closely. They do occasionally respond here without prompting and they certainly post announcements and such.
I wasn’t saying they were actually asking “users” to search for posts but they did ask a user. And it still feels odd to me instead of seeing Olias’ post and doing their own check. But it is a good sign. Bambu saw the discussion and joined in looking for more information. That is good.
Also extremely true. Some who have posted about problems then rage quit don’t seem to want help and we don’t know what those interactions have been like with Bambu support. People who post big sensational retellings of the misfortunes sometimes don’t seem to want solutions.
But some are pretty straightforward. People who received printers trashed by shipping should just get new replacement printers period (if they want) and Bambu should deal with the shipping companies. That seems to be a frequent complaint - that Bambu instead wants to send parts and have users repair damage others did to their brand new printers totally out of the users’ control.
Just one type of post here but there’s a few of them. Hopefully this is a sign Bambu will be more proactive at least on some nagging issues.
And again, I personally have no complaints. Never had shipment issues or even parts/repairs to have to file a ticket or interact with support. I have seen the complaints though.
Je vous contacte une nouvelle fois concernant le litige relatif à ma commande n° EN654637355024613377.
Malgré mes précédentes demandes ainsi que le courrier officiel adressé par mon avocat, Maître Nicolas Cuicci-Guilland, à votre service juridique, je constate qu’à ce jour aucune réponse n’a été apportée et aucune solution n’a été proposée.
Je vous rappelle que mon avocat vous a formellement demandé, dans un délai de 15 jours à compter de la réception de son courrier :
soit l’organisation d’une nouvelle livraison effective et conforme de la commande ;
soit le remboursement intégral des sommes versées.
Il vous a également demandé la communication des éléments permettant de prouver la remise effective du colis, notamment les documents de preuve de livraison et les informations transmises par le transporteur.
À ce jour, je n’ai reçu ni justificatifs complets de livraison, ni proposition de règlement, ni réponse de votre service juridique.
Je vous demande donc une dernière fois de bien vouloir me transmettre une réponse écrite et motivée ainsi qu’une solution définitive dans les plus brefs délais.
À défaut de réponse dans un délai de 8 jours à compter de la réception du présent message, je considérerai que votre société refuse toute résolution amiable du litige et je laisserai mon avocat engager les démarches nécessaires auprès des organismes compétents et des juridictions concernées.
Je vous prie de bien vouloir accuser réception de ce message et de me confirmer la prise en charge de ce dossier par votre service juridique.
I have been contacted by a Bambu Support Assistant that is trying to help me resolve these issues, but the process is still at best cumbersome and bureaucratic. The process would be so much smoother if they just had a customer service phone number and I could work out all issues with one person over the phone rather that back and forth with support tickets and emails in which some of my issues are addressed but not all which causes the dispute to go on and on and on. I am surprized that a company that makes such a great product can be so frustrating with customer service. Bottom line, I ordered an external fan for my P2S. It arrived with a box full of fillaments that crushed the Fan kit box. I also was missing a part the included a new back plate but I aparently did not order the right kit. The simple solution would have been to send be a label for the return of the damaged kit and ship me the correct kit back, easy peasy, but instead all this unnecessary back and forth.
Hope you speak mandarin.
The reality is that it is extremely hard to implement phone support in this case. They are serving a global community with at least 20 different languages. That is hard for any company.
A support ticket system is better because it allows for easy translation. Also, photos, printer logs, video are very important. You cant do that over the phone.
I like the ticket system, I feel like it is best fitting. My biggest complaint is that answers always come through at 2am.
I will assume that all of the components in the fan kit are fine. Damaged packing is not the end of the day.
Wait, wait a minute: So you’re saying the problem was the delivery guy, because he handled the package carelessly, and not Bambu? Well, we could debate whether Bambu could package its products better, but let’s stick to the actual discussion. Above all, was the content actually damaged?
Wait, wait, give me just another minute: And you’re saying it was your mistake that you ordered the wrong product?
Hold on, this must be a comedy:
The delivery service damaged the package, you ordered the wrong product and now you’re frustrated because Bambu wants to verify this with photos instead of just sending a new product the next day?
Do you know what that sounds like? Like a scammer. If a package is damaged, it’s only reasonable that you’d at least take a photo as proof. This would allow them to verify that you are not sending back a brick.
How are you supposed to do that over a hotline? Describe the photo to them?
To emphasize that point again: Whether it was damaged or not, you would have had to send it back anyway.
Kudos to you for finally coming clean about the whole situation, but once again, this is a case of making a mountain out of a molehill. A lot of fuss over a mistake the customer made himself - and the delivery service. And yes, maybe Bambu when wrapping things, too - that’s something we can discuss.
Don’t get me wrong - you can and should criticize support, but start with yourself, too. Once again, after a few days, it turned out to be true: There are always two sides to every coin.
Edit: Another new piece of information has come to light. Thanks to CincinnatiDesigns. I’ll include it here; please note that when I wrote my comment, I didn’t have this information yet:
Why are you so invested. The box got crushed, so I contacted customer support about the crushed box and missing back plate. They said I ordered the wrong part and asked for photos of the box and contents which I sent to them. Bottom line the part needs to replaced and and the back plate is free anyway, I just checked the wrong box when ordering. It shipped out of Austin, so Manderin is not required for communication. The simplest thing would have been to send me a shipping lable or make me pay shipping, at this point I don’t care. If they just did the simple solution it would have saved time and therefore money for Bambu in the long run and everyone would be happy.
So, in a nutshell, you’re upset that they first wanted photos to verify that you’re not a scammer, which is what almost every retailer does, except maybe Amazon.
Do you know why Bambu does things the way it does, even though it’s really annoying? It’s because there are lots of scammers who take advantage of the system. If they did things the way you want, prices would be higher because, as an honest customer, you would have to help cover the costs caused by the scammers, just as you do on Amazon. On Amazon, for example, prices are so high because they factor in fraud.
You need to think outside the box a little: Even though it’s annoying, the photo system helps everyone in the end. You can’t do that through the hotline. 