I wanted to share my experience with my Bambu X1 Carbon, AMS, and Bambu customer support. I have been using 3D printers for little over 5 years and currently own a Prusa MK2 w/MMU, an upgraded Anycubic Mega, and now a X1 Carbon with AMS.
I was excited to receive my X1 from Bambu on 1/13/23 and my first I’m impressions of the machine were great. I was in awe of the design, build quality, and features this new printer had! The first thing I printed was a 24 minute benchy and I was again shocked on the speed and quality of the print! After the benchy I printed the Bambu scraper handle and t-Rex puzzle ,but when I went to start my 4th print, my problem started. I could not start the 4th print because the extruder temp was showing an error message and was showing 0C degrees. I checked connections like it showed on the help page ,but unfortunately everything seemed to be connected securely. I then did a factory reset with the thought that maybe there was just a glitch in software ,but again no luck. After only a few hours of opening my X1, my printer is broke and unusable. If the situation was different and I’ve owned the Bambu for a longer period of time, I would of opened it up and fixed it my self ,but it’s a brand new printer and didn’t want to void any warranty.
The next step was to submit a Ticket which I did that night and ended up submitting around midnight, 1/14/23, along with the printer log. I was pleased to see Bambu responded the same day around 3pm ,but no solutions were provided other than saying we will forward this information to our engineering team and get back to you in a couple days. After multiple messages from me asking progress of the ticket, I havn’t got any response back. It is now 1/21/23 and I still have no contact from Bambu and a broken $1600 printer that I haven’t been able to use.
I was really looking forward to the printer ,but this experience has reminded me that the product quality is definitely important ,but because of the nature of 3D-printing, we will experience issues and when that happens I need to be able to rely on good customer service. Unfortunately, I’ve lost faith in Bambu just from this experience and have requested to start the return process and refund of the unit 1/20/23.
Sorry to share such a long winded post and I just wanted to be able to share my experience so far. Do you think I should be more patient with Bambu and I’m over reacting? What are others experience with Support Tickets? I am just lost on what to do right now and would gladly welcome advice on what my next step should be.
I recently experienced a similar issue with one of my MakerGear printers. The issue was easily resolved by replacing the cartridge heater. If that’s the case here, a new Ceramic Heater or Thermistor (or swapping the entire hot end assembly) could be the fix for your X1.
Nobody likes waiting for support to reply. And, unfortunately, Bambu Lab’s response time is probably going to be further delayed due to figuring out how to ramp up support for their new products and working around staffing issues due to Covid and the Chinese New Year.
While I’m sure Bambu Lab will help you resolve this issue, it kind of sounds like you’re not interested in resolving it since you already started the return process.
One other thing that might slow down the response is there is a week long holiday happening now, IIRC. Once they come back from that, there will be a backlog of tickets to catch up on.
If this was different circumstances where I had the printer for some time I would just buy the parts and fix it myself which I would prefer. The thought of it being a brand new printer just makes me hesitate on fixing it. I know to well that sometimes the root cause to a problem isn’t always what you think it is and I just didn’t think I should have to go that route for this.
In my opinion, if I was in Bambu’s shoes and a customer had a problem with a printer only a few hours after opening and using it and now it’s non-functional, I feel like the correct thing to do in this situation is to exchange for a new printer because I don’t think the customer should be responsible to repair. I like to think I am a reasonable person and if Bambu said it was an easy fix and offered little instruction, I will certainly consider it. I did request an exchange at first ,but the silence from their support team just really drained my confidence and that’s why I’ve now requested for a return.
I really appreciate what Bambu have brought into the 3D printing world. I love the fit and finish, the investment in all the manufactured/molded parts, and the list goes on and on. They even went as far as creating a help page for solutions for simple issues and maintenance and provided some videos! The team really hit an home run with this printer ,but dropped the ball on customer support.
I’m still a newbie on this printer and printed only 3 simple things ,but let’s say I kept the printer and my problem is fixed. What will happen when I run into another issue that requires customer support again? Will it be another long drawn out process with no printer to use for weeks? That is what I’m afraid of and the thought of their proprietary parts. Anyways, let’s just que the violin music now for me, haha.
I can totally understand you, it sucks if it breaks so early, but I personally think a bit different.
The level of customer support you ask for, is simply not realistic for a product at this pricepoint.
Typically the type of support you ask for costs serious money. For example: Solid Works Support costs up to 2500€/year, just for the CAD-Module. Why to buisnesses pay that money? Because for that they can expect, that their problems get fixed fast.
Getting a complete Printer of this capability for about 1600€ and then still expecting support like you would get with a Hermle for 500.000€ is just not fair in my eyes. A year ago with almost every Printer even up to over 1000€ you were expected to assemble the whole thing yourself. The only Pre build Printers like Ultimaker were 5000€+
I think Bambu Lab should maybe offer a Support plan. Pay 100€/year and you get your problems fixed faster. So everbody can decide if he/she is willig to pay the extra money. This mentality that support has to be free just sits not well with me.
And in your case. Yes the Machine is new, but the hot end is a user changeable part. Change it out, see if it solves the problem, and if it was the Hotend, mail them and I think they will happyly send you a new one. If you are not even willing to do that much, 3D-Printers, even the X1 maybe isn’t for you, as such tasks have to be done reguarly, and even more serious stuff like disassembly of the extruder to clean the gears etc.
Sorry, isn’t meant in any hurtful way, and like I said I can understand your frustration, but I think we all should look a little more realistic into the Deal. (That is: You get this awesome Printer for a fraction of the money it is worth, compared to the competition)
I take it, better: I know; that BL is aware that they should improve on support. The thing is: a) Covid still very active in China b) Chinese New Year . I do hope that from next week onwards it should improve. From what I have read in the various groups, there are apparently a lot of enquiries (tickets) being opened, which are avoidable if people would read the Wiki, which does explain a lot. Also, this printer (or printers) has attracted a lot of new user, which are probably overwhelmed by the simplicity and do turn into state of shock if something is outside the normal and expected. And then open a ticket…Wiki… - I couldn’t say how many of them are followng this Forum, FB, Reddit, Discord… - on the other hands BL must acknowedge that support should work well prior to releasing more hardware with more problems.
Valid questions. And probably something you should have considered before purchasing a brand new product from a brand new company.
Did you check your spam folder? I submitted a support request last week and never heard back. Several days later, I found the responses in my spam folder. Maybe double check there just in case.
I appreciate everyone’s responses and all I can really do now is just wait. Still waiting on a response on Bambu and there is worse things than my broken printer. Just a bummer because this thing looks amazing and since I can’t print anything I took some time and went through most/all the menus and settings on the touch screen and Bambu slicer.
I did poke around a little more and I have a strong feeling the broken connection is at the ribbon cable in the tool head that connects the front board to the rear. When I apply little pressure on the cable plug my extruder temp gets a reading but then goes away as soon as I release. If you knew me personally, you’d know that I am a tinkerer and it’s killing me not to tear into this thing ,but I want to wait how Support responds first before I do anything that void’s warranty. There’s nothing I can do anyways if it is a bad board or components related to the ribbon cable.
I’ll update when support gets back and for now I’ll just admire the art piece that is sitting on my workbench.
I’ve been really enjoying my X1CC but the support from Bambu is Horribly! I opened a ticket back on 1/18 and it’s now 1/27 and I’ve only received one resposne back on the 20th, 7 days ago… It’s unacceptable to leave a customer without tech support for this long and I just without replying. I’ve asked for an update several times. I just opened a new ticket to hopefully get someone’s attention since they appear to have “lost” my ticket. Very Disappointed!
Datzig, I agree with you and my feelings are the same with support. I don’t wish anyone trouble ,but I am kind of relieved that you responded to having issues as well because I feel like my problem is unique and was feeling discouraged I was the only one having no communication. My printer basically arrived DOA and I havnt heard a peep since the 1/14/23. I’ve messaged them multiple times just for an update because that is sometimes all I want is just some kind of response that they are working on a solution, but nothing. It’s unfortunate that they are dealing with Covid outbreak and I hope things get better for them. I also understand that the country is on a holiday as well, but in my opinion, the customer service is appalling. Anyone who is in the workforce can understand that we all go through holidays as well and I just can’t imagine anyone leaving customer messages in our inbox’s for weeks with no response.
I’ve actually requested a refund 1/20/23 and I admit shorty after I submitted the message I was having second thoughts because I really like the machine and I want to at least have a chance to use the thing! The lack of any communication since then has cemented my feelings and I am now sure that returning the unit is the best for me. I find it so odd that Bambu designed a printer and literally thought of everything that I would desire in a 3D printer, but if there was a disclaimer before you purchased it that support will take weeks to respond to your message, I would of never purchased it.
Again this is MY opinion and experience so far. I wish the best for Bambu and hope they improve on their support team in the near future. For now all I can do is wait and I will keep this post updated on when they finally respond and how it was resolved.
I suppose it would have been impossible to foresee the protentional customer support workload and understand the impact of things like new Covid breakouts. And no company wants to intentionally let their customers down.
To think Bambu Lab would do something like that on purpose is kind of crazy. I’d like to think it’s happening due to the current state of their available resources – which can only improve over time.
You’ve gone through a great deal of trouble to rid yourself of a printer you seem to want to keep.
If you go to their web page, there is a message at the top…
Due to labor shortage during Lunar new year between Jan 21st and Jan 28th, customer may experience slight delays in order shipment. We appologize for the inconvenience.
Hopefully things will start getting back to normal next week.
Mate I feel for you but from experience opening a new ticket will be like going back to the start of the line again and you will have to repeat everything you have done again!!! It really is soul destroying!!!
Also, opening up a new ticket will slow down the customer support process – as it adds more work for everyone involved. Let’s all try to be a little less self-serving so Bambu Lab is able to help as quickly as possible.
@msinger totally agree. And also, please check the newspaper for news about China in respect of Covid-19 and related problems (massive ones) in China at the moment and secondly, Chinese New Year.
It has been 18 days now since my last contact with Bambu and I still have a broken printer and zero communication from support which is very frustrating. I did send an email to customersupport@bambulab.com 9 days ago just to get an update on my ticket, but also no response there.
Does anyone have any suggestions on what I should do? Do I just keep waiting? What are others support ticket experiences?
Lol… If after 3 years you still use covid as an excuse for your own incompetence or poorly organized company…
This phrase has been used for years by every company as an excuse for everything, ridiculous.
My Printer was also DOA. I opened a ticket. But if I have to wait for weaks… and paid 1.600€ for nothing… That’s the point where I will choose another company.
I saw a post on discord where someone had a broken door. The support seriously demanded that he remove all the broken pieces and completely clean the printer and they send him a new door with weeks of delivery time that he can then install himself. This company is so ridiculous.
