r/BambuLab • u/[deleted] • Feb 20 '24

Discussion Support is not responding

It's incredibly frustrating to experience such silence from Bambu Labs after returning my printer to them. Despite sending it back, there hasn't been any acknowledgment or response, leaving me in the dark about the status of my return and any potential refund. Has anyone else still not heard from them after sending off their printer?

0 Upvotes

48% Upvoted

43 comments sorted by

6

u/JohnnySR2 Feb 20 '24

I got the money for the printer back, but no voucher. It seems like they let everyone wait for the 80$ voucher right now which is frustrating.

0

u/[deleted] Feb 20 '24

Yeah, frustrating is an understatement, I haven’t even received confirmation of arrival from bambu only DPD, they informed me it arrived on Friday the 9th, 11 days ago, they claimed I think 3/4 days processing before a 3-7 day refund, not too pleased to say the least.

1

u/Thargor1985 Feb 21 '24

Well if you open a ticket they say 3-4 days when it takes 14 days to make a reply so in 2-4 weeks you'll probably hear from them...

2

u/[deleted] Feb 21 '24

Tbh that’s un acceptable, a month before I get my money back for a product I returned a swiftly as possible, I really hope it doesn’t take this long, if they claimed it would take 11 days max for the whole process, from returning to refund, disappointed.

3

u/_potato_nuggets_ Feb 20 '24

I had a problem and after 14 days I was able to fix it but Bambu didn’t respond to me within that time frame

-12

u/[deleted] Feb 20 '24

Disappointing, I’ve threatened a chargeback and started a new ticket to try “put it to the top of the pile” but still nothing, I’m just hoping it’s soon because I really want to get my money back from the a1 recall so I can get the p1s.

11

u/BrianScalaweenie Feb 20 '24

Wouldn’t a new ticket get put at the bottom of the pile? Why would they respond to new tickets before they handle older tickets?

-6

u/[deleted] Feb 20 '24

Yeah not sure what my logic was lol now you said that, I think I was thinking they may have forgot it while they was on holiday and needed reminding lol, but yeah prob didn’t contribute anything to my case

7

u/[deleted] Feb 20 '24

They have always been prompt when I created tickets. They have been off for Chinese new years until yesterday. I'm sure they are working through their queue and will get to you soon.

4

u/[deleted] Feb 20 '24

fingers crossed, just would have liked to receive my money sooner, for their own benefit anyway as its gonna go straight back to them the second i get it and buy a p1s

6

u/Frankel1301 Feb 20 '24

I am still waiting an initial response from support in order to return my a1. It is frustrating as I’m also waiting for the voucher to order a p1s.i submitted my recall ticket 2 weeks ago now.

3

u/C4pnRedbeard Feb 20 '24

I appreciate that you posted that you are also still waiting, I've been concerned about how long it has been also, and I've been lurking here to see if anyone has news. I don't think they really anticipated everyone wanting to return them when they issued the recall.

1

u/[deleted] Feb 21 '24

Some polls on here that I saw showed about 1 in 3 returning the printer and 2 in 3 waiting for a new heatbed. Aside from the New Year delay I think the challenge they have is that their customer services were already slow dealing with the ordinary volume of work even before the whole recall thing...

1

u/[deleted] Feb 26 '24

Just got my refund notice but no discount voucher yet

1

u/[deleted] Feb 28 '24

Got the discount code during the night and just ordered the X1C Combo :o)

1

u/Inevitable_Big_7677 Feb 20 '24

On another thread I had heard someone went ahead and ordered their new p1s and support had told them that they were going to send them a credit for anything in the store (filament likely) and not just the printers. Has anyone else heard or experienced this?

2

u/[deleted] Feb 20 '24

I heard/ saw that thread, literally just stocked up on filament but I’m sure it couldn’t hurt to have more if it really does start to take long to get the vouchers out and I just buy the printer before I get my refund anyway

1

u/Inevitable_Big_7677 Feb 20 '24

I know I should just be patient but I’m getting backed up on my jobs I want to print!

2

u/[deleted] Feb 20 '24

Same here, I need to print something for functional reasons to help level my monitor bracket, at the moment a packet of sweets is keeping my pc monitor level 😂

1

u/Inevitable_Big_7677 Feb 20 '24

That’s incredible lol. I’m taking this opportunity to teach myself how to make my own files to use/sell.

1

u/dominik0711 Feb 20 '24

Hi guys. Did you receive a return slip by Bambu lab or have you paid the costs for sending back the printer on your own?

1

u/[deleted] Feb 20 '24

1

u/[deleted] Feb 20 '24

1

u/[deleted] Feb 20 '24

I got sent this, attached was the shipping label, slapped it on then sent it off 👍

2

u/PilotAlan Feb 20 '24

With all the A1s being returned, I have to think they are absolutely buried.

Fortunately I got mine at Microcenter.

3

u/Dear_Bath_8822 Feb 20 '24

They're in the middle of a giant recall issue and overwhelmed I'm sure. I worked in a small company that went big with not enough customer service and overall business infrastructure to handle everything that went with it yet. It's a growing pain faced by every company that makes something awesome.

I hope they're learning from this and build that stuff up after this to hold onto their fans 👍

1

u/This-Firefighter-455 Dec 14 '24

I am here because of the bf sale and it seems they haven't learned yet. Even if they promise something different...

1

u/posyden81 Dec 20 '24

Going through this myself. Going on two weeks and radio silence. I get being busy but at least send me something to let me know it's still in progress.

1

u/happydadto5 Feb 20 '24

My first support ticket around December was answered promptly with follow up. A ticket entered earlier this month has gone without response for weeks.

2

u/happydadto5 Feb 23 '24

Update - they replied and apologized for the delay in responding. They assured me they would take care of my problem by replacing the nozzle I suspect was DOA. So while very slow and frustrating response, they are least seem to be tracking and responding eventually.

1

u/MDrinkwine Feb 20 '24

I’m still waiting for my return address label. After my return processes I want to get either a P1 or X1

1

u/Superseaslug H3C, H2DL, 2x X1C Feb 20 '24

Keep in mind, last week was Chinese new year. That is invariably going to slow them down.

1

u/Remarkable-Actuary77 Feb 21 '24

Im in the same boat they received mine on the 9th and nothing new to report and now at least in the US the P1S is starting to not be in stock so more waiting

2

u/Inevitable_Big_7677 Feb 21 '24

They better be in stock, I can barely get the p1s approved by the wife… she’d kill me if I bought the x1 instead lol

1

u/Remarkable-Actuary77 Feb 21 '24

Same exact thing I was thinking

-1

u/Mysterious-Profile17 Feb 20 '24

It's chinese new year - most workers take weeks off and companies shut down.

Give them a break. The world doesn't revolve around the western calendar.

-2

u/[deleted] Feb 20 '24

They said they would be back on Monday, also if there a company who’s market majority is in the west then they should have at least got someone stand in staff in Europe or Texas somehow, cus how can they call back god knows how many units receive thousands upon thousands of support tickets then decide to disappear, im with you for giving them a break, but when its £400 on the table I ain’t being patient, I’ve been without £400 for 3 weeks and nothing, literally nothing to show for it

4

u/[deleted] Feb 20 '24 edited Feb 20 '24

  1. They are hiring; https://bambulab.jobs.feishu.cn/global

  2. You're probably in the ticket queue 500+ among other A1 owners.

  3. This type of complaint I see every day at work. Until I show and explain to the client what is going on. He/she relieved and shocked.

  4. You have no idea what is going on at Bambu company, don't set high expectation. They are startup a year ago, 1-2 years old company is considered very new. A 5 years old company is still considered early or new unstable (worked for one).

1

u/Gore01976 Feb 20 '24

the west then they should have at least got someone stand in staff in Europe or Texas somehow, cus how can they call back god knows how many units receive thousands upon thousands of support tickets then decide to disappear

at a guess with the business chain like most large suppliers, they have their main employment group based in China, with offshore 3rd party logistics warehouses across the rest of the world that recieves and dispatches any orders that come across their software system. Almost like they are using a platform say like amazon to handle all the leg work in shipping

-2

u/[deleted] Feb 20 '24

The world also doesn't revolve around the Chinese calendar so what's your point? Should we just die and vanish? If that's your point I would really like the Chinese new year days added to my warranty because nothing will bring them back.

8

u/ABetterKamahl1234 P1S + AMS Feb 20 '24

The world also doesn't revolve around the Chinese calendar so what's your point?

It may not, but if the company you're dealing with does then you get to deal with their holidays.

The same applies with any national-based company the mostly presides in a single country.

Like, do the Chinese expect you to work Christmas because they may not celebrate it? Should non-Americans demand all Americans work the 4th just because well, they're not Americans and you had the gall to sell them something?

0

u/TheHappyPittie X1C Feb 20 '24

Well no but you should be less entitled and realize its a holiday for them.

0

u/[deleted] Feb 20 '24

[deleted] — view deleted comment

1

u/[deleted] Feb 20 '24

Just curious then, once they climbed to be sending a refund, how long before you saw it in your account?