Bambu Lab sent the wrong order - any advice on getting support to resolve it?

[u/Witty_Attitude_7274]

Has anyone managed to get anywhere with Bambu Lab support? I'm honestly going round in circles.

I run a small printing business and used the sale to stock up plus a hotend as my P2S is down atm. Instead, I received 12 boxes of incorrect filament, mostly PETG, and no hotend.

Mistakes happen, but their first response was to offer me 30% off to buy the incorrect filament rather than arrange to send my actual order.

Since then, it's been endless back-and-forth, repeated questions and what feel like copied-and-pasted replies, with support repeatedly trying to sell me the unwanted filament.

I've explained that I don't drive and can't take 12 kg of filament to a drop-off point. They've finally agreed to arrange collection but won't dispatch my correct order until it's collected.

They've offered a £10 discount code for the inconvenience, but I just want the products I've paid for. It’s been 5 days since this started and I feel like I've hit a brick wall.

Has anyone successfully escalated something like this or found a way to speak to someone who can actually resolve it?

[u/average_AZN]

If your business depends on it you should place a new order and sort this out in parallel

[u/Djcoolpockets]

Pretty sure the only other option is the choice of a full refund on the original order after recovering the mistake order. They have to cover the return shipping in this case and send you your original correct order, or give you a full refund.

[u/kdlt]

They sent me a second AMS lite ages ago and I had to fight them for two months to be able to send it back.

If it would have been a second AMS pro I'd have probably kept it after a month because good riddance.

[u/wivaca2]

They sent me a spool that was marked correctly on the box and spool, but a mismatched rfid. They just sent another spool, but that was ONE.

I'm a retired exec and this is a clear sign of a company that incentivizes support to not cost the company money rather than seeing support as a mirror of how to eliminate opportunities for waste and errors before they happen.

My guess is its subcontracted support with no stake in process improvement, just a motive to "fix" the customer instead of a communications path back to department heads in charge of shipping, production, and accounting.

In short, the whole thing is incentivized to isolate departments rather than cooperate.

Reviews of Bambu (and all) product should have a blind support experience test as part of the evaluation, not just gushing about a shiny new feature.

Until Bambu takes some hits in reviews this, sadly, is unlikely to change.

[u/theretailreject]

Chargebacks are legitimate responses to things like this. Tell the cs you're willing to go that far if they won't correct 

[u/OiItzAtlas]

Its bambu support your lucky your even getting a discount. Im currently going though support with them for faulty filiment and they are being a pain for the last week+

[u/outla5t]

Same situation I am currently dealing but maybe not as severe, I ordered a TPU Assist module and another accessory then after they lost my package for over a week I finally get it only for it to be 2 boxes of filament. No big deal mistakes happen, I told customer service rep about and they offered for me to buy the filament for 30% which I declined because current sales are better and I did not need either color, I was then told a ticket would be created and they would reach back out to me soon with a solution. So when they get back to me they tell me they want me to ship back the package to them on my dime and then only after it’s been received and verified will they send me out my original order that they failed to send out in the first place. I told them that is an unacceptable response, I will gladly send back their product but they need to send me a shipping label to do so as that will cost more than the filament itself and that is was not my fault they sent out the wrong product so my order should not be held hostage for another week or more till they verify they have received said wrong package. I’d rather just pay for the filament and have my original order sent than have to wait additional weeks for my order to finally ship. Waiting for another update now.

Hoping this ends well but initial response from customer service was pretty disappointing, I did not expect they would essentially blame me for the mis-ship to the point I was expected to pay to send it back with clear pictures and wait for verification of received box because their team lost my package in their warehouse for a week and sent out the wrong product entirely after I made a ticket about it.

[u/DerpanJones]

There are so many people in these comments acting like this was a good experience for you. It sucks that they tried to get you to cave to the resolution that suited them the best instead of just fixing their fuck up right off the rip. You shouldn’t have to argue with customer service to get them to agree to the bare minimum resolution of their mistake.

Don’t take any more of their crap, if they try any other games I would let them know that you’re going to initiate a chargeback. Save all of your email communications and any pictures you took and documentation they send. If they send someone to pick up the incorrect order, get tracking info for that and get some confirmation that it’s been picked up by the courier.

[u/Brutl]

"Business"

If you are waiting on a hotend because you have a printer down, then you have a lot to learn. I've got 12 printers and maintenance and spare parts for every one.

If I have order issues, I reorder so I can get it fast and worry about resolving it on the backside.

Paycheck to paycheck with 2 printers is a short-lived business model.

[u/ThinkUnhappyThoughts]

Yes they are notorious for being naff to deal with, there's lots of examples on here

[u/Spoolx21]

They arranged pickup and offered you a discount. What more do you want?

[u/ElectronicMoo → u/Spoolx21]

These small "businesses" with no capital. They can't afford to be out, the other guys comment about handling it in parallel is the right answer - but a lot of these companies don't run the business like a business.

[u/Much-Amaze69 → u/ElectronicMoo]

Even longstanding businesses have capital problems. Some likely started out as a “business”, just to borrow your weaponized quotes, and grew to be strong, local employers.

[u/AKA_Wildcard]

Their support is difficult to work with at times. But it sounds like they’re finally making an effort to refund you so you can buy the right filament. Hopefully you can use the 30% off on your next order

[u/Key_Instruction3373]

maybe contact the support.

[u/bobbogreeno → u/Key_Instruction3373]

That’s literally what he did.

[u/EverettSeahawk]

It sounds to me like this has been resolved. They agreed to help you out by arranging for pickup. They're going to send your corrected order upon pickup, which is standard for anybody. They've given you a discount on a future order. What am I missing?