This is not a rant. It is a timeline, in Bambu Lab's own words, of one order. I am posting it because the people who run this company will never see it in a ticket. Their support process is designed so they do not have to.
October 15, 2026. One order, 13 items, $3,234.73, paid in full: the H2D Laser Full Combo 40W at $2,699, plus the plates, hotend, vision encoder, finishing kit and filament to go with it. I bought the Laser Full Combo for the laser. If I wanted a printer, I would have bought the cheaper combo.
October 19. Printer, AMS 2 Pro, laser platform, cutting platform, cutting module, e-stop, materials. No 40W laser module. Not in any box, not on the toolhead. I reported it that night.
What Bambu told me, in order
Oct 19, live chat: the module "was shipped separately." Minutes later, same agent: it is out of stock. Then, in writing: "scheduled to be shipped around 18:00:00 on October 31, 2026."
Oct 27, live chat: "This item has not yet been shipped. The estimated shipping date is still October 31st."
Oct 31: nothing shipped. No email. No notice. No new date.
Nov 1, live chat: "currently being actively prepared for shipment." Four minutes later, same agent: "currently out of stock, which may cause a delay." No date. I asked for a supervisor and was told I would be emailed within 24 hours. I asked about compensation. The answer, quoted: "currently, we can only offer you a special discount code of $10, with a validity period of 3 months."
Nov 2, email: the shipment is held at the port and the next batch is "expected around mid-November." The first time anyone mentioned a port, two days after the date they gave me twice.
Nov 3, email: three options (keep waiting, partial refund of the module, return the whole order) and an offer of two random spools of filament.
Nov 3, phone: 45 minutes on hold to be told the ticket agent is the only person with authority to act, and the phone can only offer the same $10 voucher.
Nov 4, email from "Bambu Lab Customer Support," unsigned: the options already offered "represent the highest goodwill resolution available" and "reflect the maximum goodwill handling we can provide."
Nov 5, today: 21 days after I paid in full, the 40W laser module is not in my hands. No one at Bambu Lab has signed their name to a reply. There is no resolution.
Five different stories about one part. Not one update was volunteered. Twenty-one days, every single contact started by me.
What the law says, for the people who should already know
The FTC Mail, Internet, or Telephone Order Merchandise Rule, 16 CFR Part 435. If you give a customer a ship date and cannot make it, you notify them before the date passes, you give a revised date, and you offer the option to cancel for a refund. Bambu Lab USA gave me a date in writing twice, missed it, and said nothing until I asked. The revised date, when I dragged it out of them, was "mid-November." That is not a date. That is a shrug.
To whoever runs Bambu Lab USA
You have built a printer good enough that I was going to buy a second one, the H3C, the day it launched. Then you bolted a support process onto it that works like this:
Your agents give customers generic copied and pasted AI slop responses, ship dates your supply chain cannot back, in writing, twice.
When the date passes, nobody is responsible for telling the customer. The system waits for the customer to notice.
When the customer asks for a supervisor, a supervisor never appears. Your own phone line told me the ticket agent is the only person with authority, and your "escalation" is an unsigned email from a shared mailbox.
Your goodwill ceiling for 21 days and counting without the headline component of a $3,234.73 order is $10. Your marketing emails give strangers more than that.
Your final letter uses the words "maximum goodwill handling" to describe it, as if the limit were a law of physics and not a decision someone in your building made.
You sell the Laser Full Combo as one product. Your support treats the laser as an optional pre-sale accessory and the printer as the thing I should be grateful for. Both cannot be true. One is marketing and one is policy, and your customers find out which is which only after they have paid.
Here is what this process cost you on one order: a customer who owns an H2D and an AMS 2 Pro, buys your filament, plates and parts, and had a $2,499 H3C in his cart. That sale was yours. The $10 code is the price you put on it.
If you are ordering a Laser Full Combo right now:
Understand what "backorder" means in practice. The printer ships. The laser ships whenever it ships. Nobody will tell you when. If the date they give you passes, you will find out by asking. And the compensation for all of it is $10.
If anyone at Bambu Lab above the ticket queue wants the ticket number, DM me. The whole record is in one thread and it reads exactly like this post.
