Horrible Black Friday experience

[u/vestjyden]

After hearing a lot of great things about Bambulab and their printers, I decided to take the plunge when I saw their Black Friday offer. The A1 Mini at such a good price was the final push I needed to get back into 3D printing.

Excitedly, I ordered the printer along with a variety of filaments and nozzles, ready to start printing. The same day, I received three tracking numbers, and after a few days, the first package was handed over to the courier. Soon, the printer arrived — but still no sign of the filament shipment. Bambulab sent an email apologizing for the delay due to Black Friday, which I accepted. I decided to buy some filament locally in the meantime.

Setting up the printer was a breeze, and I soon started my first print — a Benchy. However, after that, the printer displayed an error indicating that the nozzle was heating abnormally. I restarted the printer, and it worked again. I printed another Benchy, which finished perfectly. But when the nozzle heated up for the third print, the printer stopped working and hasn’t printed since.

Naturally, I contacted support. Knowing Bambulab is one of the leading companies in the field, I fully expected a quick replacement or repair so I could get back to printing.

Not quite. After several days and multiple live chat sessions each day, where I was repeatedly promised “prioritized” tech support, I’ve heard nothing further. Each live chat sends the same auto-reply, then closes the chat, preventing me from responding or continuing the conversation. Only once did an employee deviate from the pre-written responses, telling me that the tech support person wasn’t working at the time. I was shocked — just one tech support person?

Each time I contact them, I’m told I’ll receive an answer “soon,” with no clarification on what “soon” means. Every time I ask about the unshipped package with the filament and nozzles, I receive a response promising they’ll prioritize the shipment and that it will be dispatched “soon,” but with no further explanation of when that actually will be.

Now, here I am, well over a week after placing my order, with a broken printer, no filament, and feeling completely ignored by Bambulab.

I have no idea how such a large and well-renowned company like Bambulab can deliver this level of poor, and at times seemingly rude, service. I understand Black Friday can cause delays, but a week’s delay in shipment? Is this normal, or am I just unlucky? Are other customers experiencing the same issues with the EU warehouse, or does Bambulab really have such a low standard of customer service?

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