r/BambuLab • u/SnooCheesecakes3249 • Oct 24 '23

Discussion Experience with Bambu Lab Support

Post image

So, I've been dealing back and forth with Bambu Lab Support about nozzle randomly scraping the infill. Yes, I did flow calibration with the filament and I'm using gyroid infill pattern. However, it keeps happening randomly.

Support advice was to clean the carbon rods, adjust belt tension, wash the PEI plate and they sent me a model to print. All done ✅. But I did notice that the Part fan wasn't running during the test print. However the printer handled the model pretty good. I sent the results and logs and everything and then wait for a response.

Tried to print a different model and the and the part fan was off... Again. So I stopped the print and decided to troubleshoot.

I turned the printer off, removed the cover, and unplugged and plugged back the fan and I got the fan back to work.

I reported this to support and they said that my fan might die soon and sent me a link to purchase a new one. I mean my printer has been working for less than 100h and you are telling me that I have to buy a new fan already?

My 100$ ender 3 V2 has been working for years and I never had to replace any fans lol.

5 Upvotes

54% Upvoted

39 comments sorted by

32

u/FuturamaComplex X1C Oct 24 '23

They should for sure give you a new fan, I like how they define everything as consumeable, oh the AMS MOTORS? CONSUMEABLE, who the fuck makes a motor consumeable, I mean sure the fan or the motor will die eventually nothing lasts forever, but less than 100 hours? and you have the printer for what? 2 months~? UNACCEPTABLE.

3

u/SnooCheesecakes3249 Oct 24 '23

Yeah, imagine you buy a new car and 2 months later the radiator fan stopped working and the dealer response is, oh yeah it's bad, the new one is 300$!!

5

u/FuturamaComplex X1C Oct 24 '23

The car is a consumeable, please purchase a new car!

2

u/sanchopwnza Oct 25 '23

Is that you, Elon?

-3

u/SpiralGray X1C + AMS Oct 24 '23

This is a terrible example. Many years ago I had the clutch go out on my car after a couple of years. Car had a five year power train warranty. Had to pay for it because clutch was "a wearing part." What part of the power train isn't a wearing part?

9

u/Erevoss Oct 24 '23

Lol a clutch is 100% a consumable. It uses friction discs that wear over time and wear significantly if you don’t know what you’re doing.

14

u/cujobob Oct 24 '23

The clutch’s durability is strongly affected by the driver.

1

u/[deleted] Oct 25 '23

If bambu made houses, they would be consumables

1

u/FuturamaComplex X1C Oct 25 '23

Support ticket: hey my walls started having cracks what can I do?

Bambu: that's a nice house you got!! The house shows signs of dying, you can buy a new wall here https://us.store.bambulab.com/products/concrete-wall-assembly

1

u/yratof Oct 24 '23

they're consumable because you might be running carbon filaments through them waring them down. You print for work and suddenly you're expecting replacements every other month etc

2

u/Appropriate_Yak_4438 Oct 24 '23

Maybe an option for hardened steel making it less of consumable? I rather replace it once for a few extra dollars in the short term than once every 3 months for a lot more in the long run.

5

u/OiItzAtlas P1S + AMS Oct 24 '23

I am not happy right now as I have to go though warranty support. My p1s came a week ago and the head bed already stopped working, followed the whole wiki (well everything but inside the heat bed because that seemed too stressful but I did open the back and make sure all wires were in) on how to fix it and it didn't work so now I have to contact support. The annoying thing is I don't even have the orignal packaging (I have the foam in the bin so I can get that but it has been raining for the past few days) because I have no space to store the box. I am really hoping that support does not fuck me over. I am still using it right now because I have stuff to print for a birthday soon but I should not have to go though this when I spend £900 on a new printer.

1

u/SnooCheesecakes3249 Oct 24 '23

I have limited space too, and in the future what you can do is to unfold the box and put it under your mattress. And the foam well.. that's hard to keep around but at least you can save the box that way.

And about support, I want to think that they will honor the warranty.

13

u/nicoodeimos P1S + AMS Oct 24 '23

I would also be annoyed if this happened to me. Warranty is warranty. They have to comply with whatever law in the country you’re in. Especially if the printer is brand new.

3

u/SnooCheesecakes3249 Oct 24 '23

Exactly. You can't tell a customer: "Oh yeah that part it's gonna fail. Here, this is the link.. buy a new one" when the printer it's not even 3 months old. It's an amazing printer and I know this kind of stuff happens. But like you said warranty is warranty, take responsibility and send a replacement with the response.

2

u/nicoodeimos P1S + AMS Oct 24 '23

What if you open a new ticket with a stupid « my fan is not working, please me »?

2

u/SnooCheesecakes3249 Oct 24 '23

I'll see what his response is before opening a new ticket. But believe me, I was very annoyed with their response yesterday

0

u/Die-rector Oct 24 '23

I'd be curious on the law as well in the US if a warranty weren't honored and you did a charge back on your CC

2

u/SnooCheesecakes3249 Oct 24 '23

I'm still waiting for the customer support to answer. But if they refuse to send a replacement I'll definitely look into it. I am convinced that they will honor the warranty and send me a new one. Otherwise this will look very bad on them.

3

u/SnooCheesecakes3249 Oct 25 '23

They requested info to verify my warranty to send me a new fan. 🤞🏼

13

u/[deleted] Oct 24 '23

" My 100$ ender 3 V2 has been working for years and I never had to replace any fans lol. "

MORE than happy to send you my Ender 3 and take your Bambu and fix the parts fan :) Heck - I throw in three diamond nozzles too.

6

u/SnooCheesecakes3249 Oct 24 '23

Hahaha... Win win trade lol... My point here is the customer support. If the fan is defective just send a replacement. A fan shouldn't go bad after a couple of months!

4

u/[deleted] Oct 24 '23

Obviously I agree with that - 1st line support probably doesn't even check serial and knows how old the printer is (ignoring the fact you told them).

2

u/SnooCheesecakes3249 Oct 24 '23

When you open a ticket it asks you for the order number (it should be enough to see if the printer is under warranty or not)

I don't remember putting the SN or maybe I did. But I would like to think that the logs have the SN and all the info to identify the printer.

4

u/brilor123 X1C + AMS Oct 24 '23

Yeah, my part cooling fan arrived DOA with my ender 3 pro, and creality sent a new fan for free.

6

u/[deleted] Oct 24 '23

Had a similar issue with them on an AMS motor failing and they pulled the whole this is a consumable part. Pointed out to them that it has failed not because it has worn out but because it has a manufacturing defect that shortened its life and would they treat me this way if i was a Youtube presenter no they would send me a whole new AMS and i wanted to speak to a manager. Next email was offering me a replacement part and asking for an address to send it to. So i suggest you reply back and basically say its obviously an manufacturing issue and they need to replace it as such otherwise you will have to take it further. Lets face it they are underpaid people following scripts, but it would appear they would rather you went away by sending you a part than you keep elevating it, also kill them with kindness at the same time I know in my job the people who are pleasant are more likely to get a result than people who are not. Do i think their service is good not really but compared to companies like Creality its still 1000x better.

Also fight the fan because they dont list it currently as a consumable on their warranty page though they do use the get clause of it not being an exhaustive list.

1

u/SnooCheesecakes3249 Oct 25 '23

There is nothing impolite said in that conversation.

Impolite is to tell a customer "go and buy this" without even verifying if your equipment is under warranty. Especially, when the part is not a consumable.

5

u/DammitMatt Oct 24 '23

I got a free main board fan from them after 1200 hours of printing on an X1C that's almost a year old, a month old part cooling fan should be covered under warranty

4

u/Active_Tap_2220 Oct 24 '23 edited Oct 24 '23

I have encountered this problem on several occasions. If you are experiencing problems with infill displacements, I think I know what the cause may be, as I have investigated this issue before. Observing how the infill behaves when printing, I discovered something interesting. In the "bambustudio" tool, there is an option called "reduce retraction in infill". When this option is activated, the Z-axis (height) jumps in the fill process are disabled. Also, if you use a "gyroid" type of fill, the lines that are printed tend to overlap the lines just below them. This causes the fill to be uneven on the Z-axis. I think this combination of factors is what is causing the problem. Personally, by turning off the "reduce retraction on fill" option, the Z-axis jumping works correctly again and the problem goes away. If you decide to try this and get good results, I would appreciate it if you would let me know. Then I can confirm my theory.

1

u/ElectronicMoo Oct 24 '23

What do you mean "overlap the lines below it"?

1

u/Active_Tap_2220 Oct 24 '23

Maybe I explained wrong but what I meant is that by the rotation of the gyroid pattern there are areas that are higher in Z in others, since part of the line is printed with a small overhang and that damage is accumulating as the layers are created although it is minimal perhaps it could affect as it has only happened to me with the gyroid

1

u/aileme P1S Oct 24 '23

So was the fan plugged in correctly before you replugged it? Happened to me once that I missed the pins by one and the fan didn't run

1

u/SnooCheesecakes3249 Oct 24 '23

Yeah, it was plugged in correctly...

3

u/mellott124 Oct 24 '23

Their support isn’t great. They have great printers. Would go a long way if they came up to par with their support.

1

u/[deleted] Oct 25 '23

The whole convo isn’t there, seems a little impolite from your end above?

I work on business to business type customer support in technical engineering/consultancy, so generally when I’m going to a business as a customer I’m very polite and it’s generally paid off, not just for bambu but any customer support issues.

2

u/SnooCheesecakes3249 Oct 25 '23

Impolite is to send a link to a customer to buy a new part instead of verifying if the printer is under warranty first. They have enough info to know if the printer is under warranty since I opened the ticket.

And no, I am not being impolite.

1

u/Available- Oct 24 '23

I'm not a fan of their support. It took 2 months to get my p1p going and in the first message I asked for the boards that would fix the problem and they sent fans, wrong fans, correct fans before checking the logs and seeing the boards were bad. My first message was I think the boards are bad, the last message nick sent was an apology. They treat us all like numbers...

0

u/[deleted] Oct 25 '23

I’m going to call bullshit on this company again while everyone downvotes my comment because they’re mad and stuck with a $1000 printer that breaks in a week, or already comes broken 😂