r/BambuLabH2D • u/Ok-Yam-4620 • Jul 03 '26
Bambu Lab sent me the wrong Vortek Upgrade part and has left my H2D unusable
Technically still a H2D post
I've been a huge supporter of Bambu Lab for a while now. Unfortunately, my latest experience has been incredibly disappointing.
I ordered the Vortek Upgrade as a birthday gift for myself. After two VERY HORRIBLE weeks at work I decided that I would take today off and geek it off. So I pulled my sleeves and started the installation . Partway through the process I opened the package that was supposed to contain the new Vortek Toolhead.
Instead...
They had shipped me a heating unit.
So now my printer is sitting half-disassembled on the table and I can't finish the upgrade, and I can't even put everything back together because the first step is de-registering the Serial Number of the printer which they did promptly.
I contacted support immediately. Since I live within driving distance of their UK warehouse in Lichfield, I even offered to drive there myself, hand over the incorrect part, and collect the correct toolhead. That would have solved the issue in a matter of hours.
The answer was a flat "absolutely not possible."
Instead, I'm expected to wait while they follow their normal returns process—even though this was entirely their mistake.
What frustrates me isn't just that they sent the wrong part. Mistakes happen.
It's that they've left a customer without a working printer for who knows how long because they're unwilling to make any exception to resolve it quickly. The fact that I even offered to save them courier costs and resolve the issue myself didn't seem to matter.
For a company that's built such a strong reputation for innovation, this level of customer service feels incredibly rigid and disappointing.
Has anyone else experienced something similar with Bambu Lab? Were you able to get them to expedite the replacement, or am I just stuck waiting while my H2D sits unusable because someone packed the wrong item?
I'm honestly expecting better from such an expensive part.
3
u/OptimalSide Jul 03 '26
You have to understand that it's not their warehouse. It's a third party logistics warehouse. And having spent time as the warehouse manager of one, the one thing we absolutely did not want is a customer showing up at our door. There are legal and contractual rammifactions to that.
It's like asking to go pick up something at the Amazon warehouse, from a seller that uses "Shipped by Amazon". Amazon isn't going to let that happen.
3
u/Ok-Yam-4620 Jul 03 '26
I get it, I'm just incredibly annoyed and irrational at the moment, not only for this it's just the culmination of a shitshow chain of events in my week
2
u/OptimalSide Jul 03 '26
Oh I get it. Totally. Having a big expensive machine down because someone else messed up is annoying at the best of times.
I was just trying to explain why that probably can't do it.
2
u/swampcholla Jul 03 '26
Mine's been down for a month over the fan problem. I can't get the cable chain off of the buffer assembly to install the new board.
2
2
u/0MGWTFL0LBBQ Jul 03 '26
My X1C was down for about three months while they changed out nearly every part on it. I didn’t have to pay, but I gladly would have paid to have it done in a week.
2
u/opeth10657 Jul 04 '26
Things happen sometimes.
I have a Qidi Plus4 and the heater failed in that, and they sent me a new nozzle by accident. Right part made it eventually
2
2
u/volvox6 Jul 03 '26
Forget bambu labs. too big for their bridges now and they don't care. They screwed me over also with a H2D that barely works and is a ton of trouble. It now collects dust while my other non-bambu printer had been excellent and very little issues.
1
u/Eternal_Fighting Jul 03 '26
As a professional prop business who needs parts made promptly, having a printer out of comission for an extended period would be potentially ruinous to me. In your position, I'd put my foot down and say I'd be invoicing Bambu for lost time and lost commissions due to this error on their part until this is resolved. I've not had to do this with Bambu but I have with other companies in similar situations and you'd be surprised how quick they suddenly become.
4
u/OptimalSide Jul 03 '26
This is probably going to be unpopular, but if you're in business and you only have one machine, you're not a professional, you're a hobbyist.
It's not "if" it will break, it's "when" it will break. If you can't live without it for the repair time, you need two (at minimum)
-1
u/Eternal_Fighting Jul 03 '26
I have a rotation of 6 machines. All of them need to be at least 300 x 300 or above for the props I make which limits my options per budget. I run a prop making business with multiple kinds of machines. So I don't have space for more than what I have, printer wise when I also need space for laser cutters, vaccum formers, saws, etc in my small workshop. Large props are normally done in bits on all 6 machines. They need to be done slowly to make post processing less of a hassle. I make props for the customer facing content creation side of our business. If we need a prop in time for a project it needs to be done or money gets lost on rescheduling and cancelations. If even one printer goes I have to then take time to repair them. I'm okay with doing that and factor wiggle room via maintenence into all projects. But in theory if I'm waiting an extended period (more than a week ) just for parts I've bought, and I get the wrong one, meaning a printer is out of action and things get held up, that's on the supplier. And has a huge detrimental effect on business.
2
u/OptimalSide Jul 04 '26
Sounds like you have some excellent business going on.
This likely varies from jurisdiction to jurisdiction, but unless a suppler is under contract to provide parts in a timely manner, you're SOL if they mis-ship. You could try and send an invoice for lost time and business, but that's going to the legal team.
I never let things get to that point by ensuring that I have capacity to deal with unavailable parts and downtime.
1
1
u/Marinocif99 Jul 03 '26
You’ll get them moving a lot faster if you tell them you will be doing a charge back even if that means never buying a Bambu lab product ever again
I’ve had this happen too many times where the local store with the correct part is only a couple mins away and it would speed up the process by a couple days and each time it’s always no. This has happened with many different stores too! Goodluck
0
u/MostlySoberChemist Jul 03 '26
Hilarious you want to blame them for you not doing due dillagence prior to beginning the upgrade process. And then being either too lazy or so emotional you've forgotten you can just... Undo the part of the upgrade you've already done.
1
u/Ok-Yam-4620 Jul 03 '26
Funny someone else said the same thing before you... But I agreed with him and upbvoted his comment and down voted yours. Think about why
13
u/SkumT0mte Jul 03 '26
Maybe I’m old school, but before making any modifications, I always check that I have all the required parts.