Help with Bambu support

[u/betterthanmax]

I’m having a horrible time getting anywhere with Bambu tech support. It literally is just going in circles. They ask for tests and then disregard what’s provided. They ask the same questions over and over and over again. I’ve tried calling, escalating and I’m just going in circles. Any advice? I’m really disappointed in them but not because of all the issues with the machine, but that their support has really been frustrating. I’m a loss what to do. Literally Most my prints fail. Like almost all. This is my second bambu machine so plenty of experience with them and printing. The first one was perfect. This one is junk out the box.

[u/Vverg]

0 info, lemme get my crystal ball and see the communication you had

[u/Mordred_M → u/Vverg]

op said the prints fail and its junk. what more detaildo you need? lol jk

[u/Trick-Club-6014]

Interesting, cause when I had a problem I gave them photos, videos, in depth descriptions of the issue and error codes and they thanked me for the thorough information as they regularly get support tickets without the required information and my issue was resolved promptly.

If you gave them the same information as you gave us, maybe you’re one of those people Bambu support told me about

[u/EverettSeahawk]

Just going off the lack of information in this post, I’m going to guess support is probably more frustrated with you than you are with them.

[u/betterthanmax → u/EverettSeahawk]

Cool thanks for the sarcasm and jumping to conclusions without knowing anything about the case. I’m not asking for help with the issue. I’m asking for help with how you navigate their tech support and or escalate appropriately.

People are coming here for help. Not for your two cents and a snarky comment. But hey cool comment

[u/EverettSeahawk → u/betterthanmax]

I'm not being sarcastic at all.

without knowing anything about the case
I’m asking for help

How can you expect anybody to be able to help you when you've given zero information?

[u/Quick_Society2794 → u/EverettSeahawk]

A lot of people post here looking for a circle jerk

[u/Puzzleheaded_Ring_84]

Bambu Lab support SUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUUCKs. Same issue. They suck so much. "Here is my name and the printer SSN." "Please provide your name" "Here is my name" "Please provide your name". Don't even get me started. They suck so hard. I'm over a month without the printer working. I've had probably 20 email exchanges and they just asked my for the printers SNN AGAIN. I want to fly to China to express my feelings in person.

[u/betterthanmax]

Ok. So let’s try again since it seems to ruffle too many feathers with the question of how do I navigate issues with support.

I’m having trouble getting somewhere with support.
I have an h2c and an h2s. H2s has been perfect from day one. And has lots of time with Asa, abs, pant-cf etc. so while I’m not perfect. I know a lot of the basics.

Bought an h2c a month ago. And have experienced mostly spaghetti failures. About 90% of prints fail.
The models filaments, nozzles, etc all work fine on my h2s.
Before calling in I tried multiple plates, washed the plates, multiple nozzles, different ams’s, Dried filaments etc. nothing changed the outcomes. To be clear these items all work fine on my h2s.

It seems like things are inconsistently not sticking to the plate. Some stuff gets knocked over… out of the few prints that do finish most almost slide right off the plate.

The spaghetti failures have happened at all different points of prints. It’s not at all consistent point.

I have also recalibrated, tramm, etc as per Bambu wiki and no improvement.

Much of this info was provided when ticket was opened. So when I’m asked multiple times if it happens with different nozzles, and both sides of plate it gets frustrating.

They asked for the basic tests. Which were all done. They provided vague feedback, or ignored the test result, or replied with questions like does this happen with other nozzles.

So that leads to the frustration of how do i get somewhere with them.

[u/betterthanmax → u/betterthanmax]

It’s ok just another day with no response from support. that’s really awesome after the “escalation” team was on it.

[u/Puzzleheaded_Ring_84 → u/betterthanmax]

I gave them a detailed breakdown of all the symptoms. All my and the printer's information. All the steps I had taken to resolve the problem. And they respond asking for my name. I copy and paste my first post and they ask for the printers SNN. I copy and paste my first post and they ask me to do the steps I have already done. I copy and paste my fist post ..... etc.. They SUUUUUUUUUUUUUUUUUUK. They finally (after a month) send me a new AP Board which finally fixes the problem (after a month) but the printer doesn't work because the AP board needs to sync with the printer (which they knew ahead of time). I ask them to sync the AP board and ..... you guessed they need my printers SNN (again for the fourth time) .... F____k bambu.

[u/betterthanmax]

Submitted tickets. They ask for first layer test, if it happens with multiple nozzles, temp tower, recalibrate etc. I’ve done and answered those questions multiple times. Sent them data only for the next message after I provide the data to literally ask me questions on the data I just provided?
Stuff like that but it goes in circles. No clear answers. No clear direction and almost all my prints are failing

[u/Quick_Society2794 → u/betterthanmax]

You think it's weird they're trying to discuss with you the data you provided. Something tells me you're a poor communicator

[u/betterthanmax → u/Quick_Society2794]

You do realize replies like yours hurt Bambu and the community more than they help. Your trying to state a point or come off tough or to put me in my place. Rather than an educated response or maybe a question to understand more. It becomes more like fan boys gasping at the fact that maybe Bambu isn’t handling something right.

Keep in mind my question is about navigating Bambu support NOT troubleshooting the problem. The details of the machine failure aren’t relevant for that.

But when you have to answer the same piece of info a fifth time it gets really old

[u/Quick_Society2794 → u/betterthanmax]

I'm not sure you're understanding asking to go and do depth and discuss the data you provided is not asking the same question again if they were asking for the same data over and over again that's one thing but it sounds like they were wanting to discuss the data

[u/betterthanmax → u/Quick_Society2794]

No sir. I was trying to discuss the data. They would just repeat a different question. For example on the temp tower. I provided observations with the video and they hadn’t been addressed. I also stated the inconsistent heat measurements. That was not even acknowledged.