What is the problem? I’m in tech-business, this is totally normal. The customers are expected to change things on their own as long only basic human capabilities are asked, even if on-site warranty is on it. And this sounds reasonable.
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Lol… where is the problem?
The door is made of glass. If in gears, sensors and every corner finest glass shards lie and could cause consequential damage. And the company offers only a door with weeks of delivery time as a thank you. Greatest customer experience.
How did the door break?
Did you personally see the glass in the gears/sensors or are you just thinking of some possible worst case scenarios that customers might face in this situation?
Yes i saw it. And now?
How did the door break?
And now… what?
Was trying to not submit another ticket ,but I did anyways under General Inquiry as another member suggested because I really don’t know what else to do.
I appreciate the information about chargeback with my credit card and I haven’t considered it because I honesty didn’t even know what it was. I may use this as an option if no communication from support continues.
Thanks,
CJ
Support team finally responded after basically 3 weeks(Feb 3) of silence and they first blamed it on a “bug” in the system and later said it was because of the holidays. Long story short, my curiosity got the best of me and I decided for them to send the new TH board and hot end assembly they offered to fix my printer. Just received the parts today and printer is finally working after 4 weeks of being down and I seriously hope nothing breaks again.
Awesome! But, I thought you were going to return it? Or was that just a weird flex to try to get Bambu Lab to respond faster? 
Except that China was basically on a total lockdown for the last 3 years under a Covid Zero policy. They just experienced their largest outbreak over the holiday. The “true” numbers are probably much worse, given the Chinese government’s history of obfuscating the data. When things started getting bad again in December, the government stopped reporting COVID data altogether (which is the only reason the peak numbers came down).
I know some of you are pissed that a new company isn’t responding fast enough to your support ticket. It’s understandable and totally frustrating, but that doesn’t change the reality of the situation. Covid is still a huge problem in China and they just had huge national holiday after that for a couple of weeks that just ended 4 days ago.
Bombing them with additional support tickets is probably just making things worse. Give it some time and things will more than likely improve.
Awesome, glad to hear it. So far it seems like Bambu Lab is pretty good about replacing parts, just takes a bit of time to make it happen.
What I meant by my curiosity got the best of me is that I still wanted to at least try out the printer even though my mind was set on wanting to return it. I purchased the X1 carbon because I wanted to experience all the new features it had to offer for the 3D printing community and I wasn’t able to do it because of my unfortunate experience out of the box. I apologize if there was something that I said that makes you think I’m this kind of person who would do this “flex” to get attention. I just found myself in an unusual situation and I turned to the forum to seek help on what I should do ,but also wanted to share my experience to let others know they are not alone when it comes to concerns on the slowness of the support.
I understand that my situation was probably a special or unusual thing to happen ,but I decided to push my feelings away and give it another go. I appreciate Bambu for sending me parts to fix my printer and they did apologize for the long wait.
I totally understand all of that. And even if the people in China have a problem to openly talk about it, there is someone in the US who can inform people via social media about likely causes of delayed replies to tickets and so on. I did mention this here and elsewhere many times, communcation is the key to success or no success. if someone sits at home with a printer not working, no reply from support for 18 DAYS, this is what I call FAIL.
It makes me wonder if Chinese companies are not allowed to openly speak about the COVID related issues they are having. I’d suspect they aren’t allowed to publicly post anything about it given how much China censors it’s normal citizens.
Of course. There is no denying that. It needs to get better.
I was simply responding to someone who claimed COVID wasn’t a real problem in China right now. On top of that, Bambu Labs is a new company who just finished a Kickstarter 6 months ago. Trying to ramp up under these conditions has to be incredibly difficult.
It does seem like support tickets are getting responded to faster, so hopefully things on the support end will continue to improve.
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It was really only 10 business days. But, sure, it would have been nice to receive a reply sooner than that.
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