When it comes to support, I recently had a situation that was quite frustrating. I ordered a fire suppression system from the Bambu Lab store. After 5 days the package arrived, but the CO₂ cylinder that should have been included in the set was missing.
Of course, I immediately opened a support ticket and waited for a response. After 3 days they replied, asking me to send photos of everything I had received, as well as the original packaging with the delivery number. Unfortunately, the box had already ended up in the trash two days earlier, so I had to go through the garbage bins to find it (my neighbors had quite a bit of fun watching that).
After I finally found the packaging, I took the photos and sent them to support. Then I had to wait another 2 days for a response. After that they told me they would send the missing cylinder.
I waited another week, and then DHL informed me that the recipient address was incorrect. So I opened another ticket with support, and again… two days passed without a response. Fortunately, DHL told me that I could change the address myself, so I did that. I’m hoping the cylinder will finally arrive later this week.
What disappointed me the most is that despite all these inconveniences, I never even heard a simple “sorry” from support. Even a small gesture, like a filament coupon, would have been appreciated.
Bambu Lab printers and equipment are great, but the support team could definitely improve their communication and overall customer care.