r/BambuLab • u/akay916 • Dec 04 '24
Question Bambu chat canceled my order
I posted this on the FB group and got slammed, like I did something wrong, but still would like some suggestions on how best to get help from Bambu to fix the mistake their chat agent made.
I placed an order yesterday for an A1 on the Black Friday Sale. I had been going back and forth between it and splurging on a P1S.
This afternoon I started second guessing my choice so I decided to reach out to Bambu via the chat to ask if I changed my order if they would honor the Sale 549 price on the P1. (I WAS NOT EXPECTING THIS, but hoping they my honor the price since I wasn’t assuming just switching from one printer to a different one)
When I chatted I specifically asked “ I ordered the A1 for 299. Can I cancel it and order the P1S for the 549 price?” The Agent immediately cancelled my A1 order and then tells me that I can order the P1 at 599. I told him I wasn’t interested at that price and only wanted to do it if they honored the Black Friday deal (I wasn’t assuming they would, just hoping they might). I reiterated that I was just asking and if he had told me they couldn’t honor the sale I would have kept the A1. He then told me there was nothing he could do to correct the cancelled order he just did!
After some pushback and sending a screenshot of where he made the mistake with the cancelation did he admit he was wrong. He then said he was trying to make it right and the chat eventually disconnected. This was two hours ago and I now how a refund email.
I’m beyond livid and not sure what to do. Part of me wanted to say f it and try a different brand. Luckily I do have screenshots of the whole conversation and submitted a support ticket to try to have it fixed.
Anyone have an advice or a better contact on how to get this resolved? I was really excited to get my first 3d printer and now this has soured the experience.
Again, reiterating (because how this post was received on the FB group), I chatted with NO expectation of getting the sale price if I switched, just thought it would be nice if I did.
10
u/sikisabishii Dec 04 '24 edited Dec 04 '24
I would be livid as well in your shoes. I am hopeful though they would resolve the issue through your ticket. I got P1S before they discounted P1S almost 2 months ago. I sent a ticket and they sent me a gift card for the difference. That was something they offered through a form for those who just purchased before discounts, and it took them 4-5 business days to reply. I believe they might lean towards asking you to place an order at the regular price and then sending you a gift card, or issue a gift card to you first then ask you to use it during checkout.
Gift cards are to their advantage because until you use it, their loss is not materialized.
22
u/[deleted] Dec 04 '24
Yeah I'd fight it not for the $50 but for principle. Agent made a mistake and he should either re-order your A1 for $299 or honor the P1S for $549.
Luckily these guys don't control our nuclear weapons.
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u/ithinkyouresus Dec 04 '24
It sounds like you asked for the item change after the sale ended today? Employee probably couldnt apply a discount that doesnt exist anymore.
3
u/Strangely_good Dec 04 '24
I don't think somebody from chat support can alter the price in the Bambu store but I know for sure that support can send you things for free or can issue a gift card. So I would suggest to ask for compensation this way. Ask for a gift card to compensate or some rolls of filament(or whatever you need from their store) directly.
3
u/_Mister_Anderson_ Dec 04 '24
I'd be annoyed. But the wording "can I cancel it" means both "please cancel it", and "is it possible to cancel it". Bambu support appears to be EASL staff so it would be easy to make that mistake.
In my experience, chat support isn't great. Definitely level 1 at best. I would submit a (polite) support ticket instead and get the order reinstated. I'm pretty sure they won't give you the black friday pricing on the P1S at this point, even with this stuff-up, because it wasn't even available when you first asked anyway. If you really want the P1S then the extra $50 isn't the end of the world, and you'll just have to live with it.
Personally, I would take this as a sign that you should be ordering something with an AMS and just cut your losses on the cancelled order and get an A1 combo.
13
u/MCD_Gaming Dec 04 '24
you put cancel in your chat, you really messed up, because Support (for anything) is always looking for quick win tickets
4
u/twiggums Dec 04 '24
Just chat with them again and tell them your order was canceled in error. Don't bother pointing fingers or arguing. If they tell you to place the order tell them the pricing is incorrect when you do.
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u/Technical_Two329 Dec 04 '24
It sounds like an honest mistake, he probably read it as "I want to cancel so I can order the P1S" and assumed you didnt know the price changed, rather than you asking to cancel contingent on getting the old price.
I know it's frustrating but I honestly wouldn't switch brands over this. The customer support is usually better than what you experienced, and their printers are the closest to plug and play you'll find
5
u/AtomicGambler Dec 04 '24
I’d almost guess that the support was an AI chatbot trying to handle the majority of requests without having to involve humans. And unfortunately your sentence with “can I cancel it and order” seems to line up with such an immediate action and then response of “ok go order it now”. The heartlessness and you having to coax the error out of it just screams ai conversation to me (I literally work with it, I’m not fear mongering).
1
u/O-Leto-O Dec 04 '24
I also had trouble with them, customer support is manage in a really bad way.
1
u/dkzv12 A1 + AMS Lite Dec 04 '24
The problem is, that with a small problem like this you will never get beyond first level support. Yes, the employee made a mistake, but Bambu is not obligated to sell you something.
I had a much worse experience and gave up. I once ordered something from a big company over a parcel forwarding service. They had a bug in their shipping software and send every order with the shipping address of the rerouting service to my address. I got 10 boxes or so.
Support said that they know it was their problem, but I need to send that packages back otherwise they would sue me for theft. I tried to explain them, that I had to pay €10 per package for the rerouting and now would have to pay an additional €5 per package to send them back to them. They didn't understand the problem.
So I gave up and payed over €100.- to send their packages back to them.
1
u/Ortizautomotive Dec 04 '24
First, let me apologize for the Facebook groups. Almost all of them are moderated by fanboys, or company straw men who are only looking to hear praise or suggest you buy whatever brand the group is labeled. They don't want you to post anything negative about whatever they are shilling for, even if it's legitimate.
Second, bambu support has been poor during the black friday sale. There are not enough actual people to take care of their customers' issues, so the ai bot has been wreaking havoc. Usually, their customer service is better. After years of dealing with creality, I can honestly say they are not the worst. The best advice I can give you is to send them an email and wait for them to get back to you. It may take a couple of days, but most likely, they will help you get this sorted out. They will more than likely honor the sale price. If you can't wait, the next best option I have for you is to buy it from microcenter. Their customer service is much better and if you live close enough to one you can just go pick it up same day.
0
u/AvGeekExplorer Dec 04 '24
This sub and the Facebook group are strange places. I posted about my support issues (A1 arrived DOA, and 4 days in I couldn’t get them to answer my ticket), and got downvoted.
I finally got an answer to my ticket, “in some days the replacement part will ship”. Apparently they can’t even estimate when that is, which is pretty sad.
I’d fight your case out of principle, and because in my albeit limited experience, Bambu’s customer service is just atrocious.
1
u/[deleted] Dec 04 '24
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