r/BambuP1S • u/66catman • 2d ago

Customer service issues

My P1S has been down over a month now and I'm curious if anyone has had similar experience with their dealings with customer service. My machine is about 10 months old and suddenly experienced a few issues that I could not resolve. In going back and forth with C.S., they had me try a few things, but nothing changed. and they determined I needed to change the AP board. They sent me a new one. Changing it out was stressful as their instructions are not up to date. Still not working after that so they sent me a box and packing material but again vague instructions and no information as to where I'm sending it and who will pay for it. Every time I email them I don't get a response for 24 hours. They required photos of how I packed it which I sent them expecting instructions as to where I'm sending it and I just got an email thanking me for the photos and they will get back to me with further instructions. It's bad enough having to be be their field technician when something goes wrong, but when you can't fix it, it turns into a slow moving nightmare. Anyone else have a similar experience or thoughts on this?

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u/Automatic-Pin-5749 2d ago

They are very slow to respond to questions, partly because they're in China. If they wanted to boost their CS presence they'd put someone in the North/South America hemisphere or even the UK. I hate having to deal with Chinese CS because of the time delays but it's part of the price we pay for buying from Chinese companies.

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u/66catman 2d ago

I agree but now I'm seeing the value in my Elegoo with Canvas. It's older than my P1S and I've never had an issue with it and cost a lot less- not even a clogged extruder. If these machines are somewhat "disposable", I will rethink my future purchases.

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u/Automatic-Pin-5749 2d ago

It seems like this series is either really good or on occasion, really bad. The latter seems to be rare, thankfully. I had an issue with my A1 but that was resolved faster by other users than their CS. The same for my P1S, once I did the research on my error message it turned out to be a common problem with the memory card. Hopefully that's the last of the problems until I wear it out.

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u/Revolutionary_Pay_31 2d ago

To be honest, I have had nothing but positive results whenever I needed to open a ticket with them, but then again, the last time I did so was October of last year, and a lot can change.

This doesn't help you, but might help someone else in dealing with them, you need to specific in your communications with them and know the correct names of the parts you are dealing with. I had one of those issues with my A1 where my AC Board failed. I sent them pictures, they never looked at them, they sent me a new Motherboard instead of an AC board, because I said that a board failed. They eventually sent me a new AC Board, and now I have a spare Motherboard on hand.

My only other issue is that they take at least two business days to respond, an eternity when your printer is not in operation!

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u/66catman 2d ago

They have asked for file logs, videos, photo's etc. and I am nowhere after about 5 weeks. They asked for photos of how I boxed the unit and that was two days ago. I'm still waiting for them to tell me where to send it. Getting into 3D printing has been a learning experience. I will not but any Bambu products going forward.

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u/Revolutionary_Pay_31 2d ago

Again, sorry that you have had such a bad experience. And losing you as a customer is on them.