I only got the tracking number yesterday. Strangely enough, I created a new ticket the day before and asked, somewhat rudely, how long I would have to wait.
Doc are you located in the United States?
No, from Europe, Austria.
from the US. submitted back on 2/11, crickets. Added a response after the 4/23 update that said 1-2 weeks. still nothing. requested to return and just buy a new one since those are now available, still nothing. submitted another ticket tonight. if nothing happens time to contact the AGs office, he loves to go after big companies for stuff like this. maybe enough of us in WA state do this we can get our AG to put some pressure on what has to be the worst customer service ever! i’d say at least my X1 is still working but after i did a firmware update it seems to be having issues. maybe time to try another companies printer.
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Received printer on January 19 and first alert from Bambu on January 29.
Support ticket acknowledged on February 11, notice about delays caused by CPSC on April 28 and crickets since then with at least 6 messages being ignored and no live support available.
At this point completely disgusted by Bambu Labs and their mishandling of the situation right from the start. They obviously did not research their legal responsibilities either here in the USA or in Europe and they have been completely unresponsive to customers for weeks at a time.
I originally accepted the offer of a new heat bed and a store credit but at this point it looks like the CPSC are not going to let them do that and Bambu don’t want to tell us that. I think that they have really screwed this up and are going to have to go back and exchange the printers that have been repaired at home. Left such a bad taste here that I honestly no longer want a Bambu printer at all and am actively looking into alternatives for this thing that I got to enjoy for about one week and has now sat here for FOUR MONTHS unusable.
I submitted my ticket on 2-7-24. Nothing but crickets since. You have a shop. Just stock the beds on the shop and let me buy it. This is beyond stupid. You are selling a new A1 and not letting us have the piece to get ours up and running.5-22-24 without a single update on my ticket. I get to see all the great things for folks who did not buy one of the first a1’s though.
This is hands down the worst customer service ive ever experienced. Should have stuck with creality. I know its not gonna do anything but im making a ticket with BBB
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Yeah this is getting absurd they shouldn’t have let new A1’s on the market without giving the replacements out first.
Seriously just put the beds on the bambu shop and let us use the $120 voucher to buy it. Youi save $120 and the folks who want it the most get it soon. More importantly you no longer look inept. We are already $600 in on a paper weight. We tried to give you a break when we decided to keep the printer.
BL did put the fact they are dealing with the CPSC with the replacement beds in the notice I got, and are working with them towards a resolution when it comes to replacing the bed.
Found out why the Consumer Product Safety Commission got involved. There is a complaint that was filed with the CPSC regarding the heat bed issue, which got government red tape involved. If you expect a quick resolution with the CPSC, then you don’t understand just how slow bureaucracy can be. The CPSC is the one pushing for having a certified electrician install the beds. Their understanding of this issue is so non-existent, that they don’t understand a computer repair tech is more suited for this job than an electrician. Typical government BS where someone in the cesspool thought- Oh, how can we get unions involved?
Had there been no complaint, we would have our beds already.
Personally, I’m surprised they didn’t block sales of the updated A1s, as knee jerk reactions are very common in bloated bureaucracies.
The CPSC will look at this as what it is, an end run around their process. Government pundits don’t like their decrees being bypassed. They could REALLY cause issues for all of us and Bambu in that case.
The only way around this would be to change all bed replacements to complete printer replacements.
The only recourse Bambu would have if the CPSC forced a complete replacement (causing a huge financial hit), would be to take them all back, replace the beds, and have a refurbished printers section on their site to recoup some of the cost.
Mine’s still working fine, so I’ll wait for this to be settled, or go in and do my own cable replacement.
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Thank you sir for your response. I checked my support ticket again and there was no mention of that. At least that bit of information would stifle some of my frustration or at least redirect it toward chucklehead government types. I would use my printer as well because my cable appears undamaged, but destroying my printer because of my impatience would be entirely my fault. That being said i have used it a few times. You have a great day and thank you again for your time.
If you’ve looked at the BBB site then you know there are currently, I think, ~29 complaints about Bambulab USA, Inc. Not one of them means much of anything unfortunately.
You would honestly do better to open a complaint with the Texas Attorney General as that may, eventually, lead to some beneficial result.
I encourage anyone who still has an open support ticket with Bambulab to pursue every avenue open to them starting with a chargeback through your bank or card company and a complaint to the afore-mentioned Attorney General.
I’ve been betting since April 28 when told of the CPSC being involved that there will be no more replacement beds and that, eventually, Bambulab USA will be forced to take back ALL A1 printers whether they have been repaired or not and refund or replace them. The time frame for this to all be thrashed about, settled, and a plan for replacement deployed means that I’m only interested in one thing at this point: a full refund and a chance to move on.
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It’s frustrating, we are coming up on a month since they told us it would be 1-2 weeks of working with the CPSC. Which we all knew would not be the case. Zero follow up. The only thing we’ve seen is Microcenter contacting customers to come in and return or replace their printer and still get a Microcenter Gift Card. Those same emails said there was essentially no way to be compliant after talking with Bambu and that this was the only path forward.
Somehow Bambu can’t even provide a simple update. I was going to use the voucher to get a P1S, but I just can’t imagine getting another printer after this disaster. They tried to do the right things, and in some ways they did. The lack of communication is the biggest issue.
In the last four weeks, since the news about the CPSC and compliance, had Bambulab kept us informed and been transparent with us I would have probably continued waiting. As it is they have so irritated me with their non-existent communication and attention to customer service that the ONLY thing I want from them at this point is a full refund. No longer care about any voucher because I could not, in good conscience, “reward” this company by continuing to support them.
Was this a tough situation for them to handle? Yes, I’m certain that it was and will continue to be for some considerable time. Does that in any way make me inclined to continue to just happily wait while they ignore me and potentially thousands of other customers? Absolutely freaking not. As cold as it may sound I don’t care that they are short-handed, I don’t care that they’ve had unexpected delays or any of the other nonsense. Not my problem. It could and should have been handled differently (better) right from the start and I’d still be a happy camper. Instead I can’t wait to see this printer leaving here for good and its replacement is EXTREMELY unlikely to be from Bambu.
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Just added a 10th note to my support ticket since Bambulabs stopped replying on April 29, 2024. It will be ignored just like the previous 9 messages.
It is now 118 days since I received notification to stop using the printer that I had owned for only 10 days.
So…about one week of use out of my over $650 investment. Not a very good result is it?
On what planet is this an acceptable level of customer service?
Just got 2 updates today. First one said my new bed would be shipping in 2-3 days, then a second one with a tracking number saying it had been shipped.
And according to Bambu, now the CPSC is recommending having an electronics tech or electronics repair facility do the replacement instead of a licensed electrician. Somehow, common sense won out.
So now, if you don’t feel comfortable doing it yourself, I would say taking it to a computer repair location would qualify, as they repair computers (which are electronics) all the time. And so what if they do so by replacing components? Because that’s exactly what this entails. Replacing parts, running cables, and attaching wiring.
And since I fall into both categories myself, woohoo.