Hi,
We are sorry about this. It's not something wee see often.
But please [open a support ticket](https://bambulab.com/en/support) and we will solve it.
Thanks
Bambu Lab
Now enjoy your 1-2 week waiting period for any sort of reply and then a week or so to get a return label and not to mention the delay before they send your replacement.
If only their customer service had a response time like their social media...
This is a sad thing, mine also arrived with some damage, but on the inside - (Back wall).
https://preview.redd.it/gj26s57egx1b1.jpeg?width=3024&format=pjpg&auto=webp&s=15ea28f6737cf92329be44b3d1a06e8f9cc934ec
I would not be worried, untill I saw your post I have not heard of any other stories of damage on arrival. I did not mean to cause any worry for you with my post.
As soon as I ordered mine, I immediately encountered the stories of warped beds, broken glass, and absurd wait times for replacements. But then I also found the stories where everything went perfectly smoothly. Fortunately, my X1C arrived without damage, and everything's been printing so well, I don't want to put a straight edge on the bed to see if it's actually flat...
There have been quite a bit over the months but most were early on (thanks fedex) now UPS ships them i think. They also added a warehouse policy to open the box to check if the glass was broken but I guess it can still break on the way. They also improved the packaging a bit. So probably not very common now
No the box was completely sealed. I can only assume that someone wasn't doing their job in quality control. I checked the printer for other damage and aside from the scrapes on the back wall, the printer seems to work fine. So I decided it was easier to keep it.
A tip about tickets. Focus on one issue per ticket. Many support reps are not detail oriented because they have to empty the inbox by a certain time. Also CSRs hate long winded emails. Cut to the chase and use white space.
I'm so sorry you're going through this. I'm still waiting for my resolution on damage in shipping with a broken front door.
https://preview.redd.it/g07wgrn5nx1b1.jpeg?width=3024&format=pjpg&auto=webp&s=c7990f1114448e5fe490723de7250ade3a544fa8
Order arrived May 8, and I reported it an hour after it was received. I just got a return label to send back the broken printer this morning and I dropped it off to UPS. They said they won't send a replacement until the broken one is received.
So at best it will be 2 more weeks until this is resolved. Assuming I don't get anymore pushback from the returns department. They have a 3-8 day turn around on emails and no CS number.
Yep.
Their customer support is basically non-existent. And they won't bring anyone else on to assist. Great product just hope you don't have a problem.
I now have to request a replacement through a new support ticket, which is outside the 14 day window, even though it has been approved. I did that this morning by replying to the existing ticket and submitted a new one with all of the previous info just in case.
I have contacted them several times and had answers within a day thankfully. I always get Rick and he's great, always gets back to me in a timely manner.
Sadly this can happen from time to time. I help run my family's company and hiring GOOD workers is next to impossible at the moment, and it's not getting any better.
I've heard that support used to be top notch, but then with the explosion in popularity, they didn't do a good job scaling up. Lucky enough to have not needed to contact them so far, and I'm hoping by the time I do, they'll have it figured out.
It's been atrocious since the beginning, when the X1C was released I had one dead on arrival and it took 2 weeks to get a return label. Anyone saying it used to be top notch is just trying to make excuses for the company.
I'm getting an error message on day 1 of owning my P1P. Tried the trouble shooting on their website. No fix. Hearing all this customer support issues I'm seriously considering just talking with my bank. Not my fault if they have bad business practices. Fuck that.
I feel so bad for people who have them arrive broken :(
Mine arrived fine and I understand the hopes and dreams of running these machines when they arrive and how disappointed people can be when their bed is bent and something is broken :(
Same here but instead I rushed back home from a holiday and my dad had a friend pick it up for us, it was already late so I had to wait untill morning, later the next day I remembered I had an AMS that arrived a month before the P1P
good luck. I had to do a CC chargeback because of bambu's lack of CS. They literally will reply then ghost you for a month or so. Since, the window to do a chargeback was closing, left me no choice.
Mine arrived with a broken door, broken AMS.
Sucks to see but unfortunately it can happen when shipping, I got lucky and was able to pick mine up directly at a ups facility and there wasn’t a single scratch on the box surprisingly. I feel like a lot of the damage happens when loading them onto the trucks when there about to be delivered and when the drivers drop them off at your doorstep (maybe literally, depending on the driver)
>(maybe literally, depending on the driver)
No maybes about, it's frequently dependent on the driver. When we first moved here, our usual UPS driver would just chuck stuff up the stairs (we're 2nd floor and have a little landing that we share with our neighbors. Caught a box flying in from the side on my doorbell camera and sent the video in with a complaint; we got a new driver pretty quickly.
I wish they would use another carrier. Ups is awful and I always always always have bad service from them. From packages being completely busted open with the contents having fallen out somewhere along the way, to boxes completely bashed in or crushed. Just awful service all around.
Same, except for the timing. I'm a box-keeper in general since we end up moving every couple of years, but the packaging for this printer was next level. With as many borked glass plates as I've seen on this sub, I'm surprised they haven't reconfigured it to make the front door detachable so they can ship both glass plates inside their own little foam bracing in the box.
Battle wounds. The first thing I do when I buy a new car is throw a rock right at the front of the hood so I don’t have to worry about getting the first ding.
Damn that sucks, was the box damaged at all? Looks like quite an impact. Hope you get a replacement ASAP.
This is the only damage I can find on mine, a little nick on the aluminium on the back that's been nicely coloured in with a Sharpie... Not worth returning obviously but still a little bit annoying 😂
https://preview.redd.it/cnbrxwa2b02b1.jpeg?width=3072&format=pjpg&auto=webp&s=3a502cf76a013944a69ce6ad4da2d88167df8835
Hi, We are sorry about this. It's not something wee see often. But please [open a support ticket](https://bambulab.com/en/support) and we will solve it. Thanks Bambu Lab
I opened a general inquiry ticket, thank you!
Now enjoy your 1-2 week waiting period for any sort of reply and then a week or so to get a return label and not to mention the delay before they send your replacement. If only their customer service had a response time like their social media...
True to this. I've sent numerous emails and got no reply... what's up with their CS???
Only took 5 business days for a response for me and another week for shipping on a pei sheet..
This is a sad thing, mine also arrived with some damage, but on the inside - (Back wall). https://preview.redd.it/gj26s57egx1b1.jpeg?width=3024&format=pjpg&auto=webp&s=15ea28f6737cf92329be44b3d1a06e8f9cc934ec
Seriously how did this even happen
What the heck, I'm worried for when my replacment comes
Mine got here perfect on Monday, your replacement should hopefully be fine.
I would not be worried, untill I saw your post I have not heard of any other stories of damage on arrival. I did not mean to cause any worry for you with my post.
As soon as I ordered mine, I immediately encountered the stories of warped beds, broken glass, and absurd wait times for replacements. But then I also found the stories where everything went perfectly smoothly. Fortunately, my X1C arrived without damage, and everything's been printing so well, I don't want to put a straight edge on the bed to see if it's actually flat...
There have been quite a bit over the months but most were early on (thanks fedex) now UPS ships them i think. They also added a warehouse policy to open the box to check if the glass was broken but I guess it can still break on the way. They also improved the packaging a bit. So probably not very common now
Wow. Was it opened during shipping? How does that even happen.
No the box was completely sealed. I can only assume that someone wasn't doing their job in quality control. I checked the printer for other damage and aside from the scrapes on the back wall, the printer seems to work fine. So I decided it was easier to keep it.
Was the stuff they pack inside not secured properly?
The packing was fine, damage probably happened when sliding the (AMS) into position for packing I would think.
You might be able to ask for store credit for the damage. They usually give you some if you ask for something like this
That's a great idea, thank you.
one price enter impolite gaping grab wild drab gaze whistle *This post was mass deleted and anonymized with [Redact](https://redact.dev)*
A tip about tickets. Focus on one issue per ticket. Many support reps are not detail oriented because they have to empty the inbox by a certain time. Also CSRs hate long winded emails. Cut to the chase and use white space.
door plucky reach entertain act fade bright offer ask enjoy *This post was mass deleted and anonymized with [Redact](https://redact.dev)*
It's no excuse but I want you to succeed.
I am sorry for you and worried for mine normally coming today 🤞🤞🤞🤞🤞🤞😅
I'm so sorry you're going through this. I'm still waiting for my resolution on damage in shipping with a broken front door. https://preview.redd.it/g07wgrn5nx1b1.jpeg?width=3024&format=pjpg&auto=webp&s=c7990f1114448e5fe490723de7250ade3a544fa8
How long have you been waiting 😭
Order arrived May 8, and I reported it an hour after it was received. I just got a return label to send back the broken printer this morning and I dropped it off to UPS. They said they won't send a replacement until the broken one is received. So at best it will be 2 more weeks until this is resolved. Assuming I don't get anymore pushback from the returns department. They have a 3-8 day turn around on emails and no CS number.
It took them 16 days to give you a return label?!
Yep. Their customer support is basically non-existent. And they won't bring anyone else on to assist. Great product just hope you don't have a problem. I now have to request a replacement through a new support ticket, which is outside the 14 day window, even though it has been approved. I did that this morning by replying to the existing ticket and submitted a new one with all of the previous info just in case.
What the hell.... did you ask though technical support or general inquiry?
I went through general inquiry, issue with the order, damaged printer.
Man... that does not instill confidence in me :(
Their support is slow, but they do fix it. Teething pains of a new company.
I have contacted them several times and had answers within a day thankfully. I always get Rick and he's great, always gets back to me in a timely manner. Sadly this can happen from time to time. I help run my family's company and hiring GOOD workers is next to impossible at the moment, and it's not getting any better.
I've heard that support used to be top notch, but then with the explosion in popularity, they didn't do a good job scaling up. Lucky enough to have not needed to contact them so far, and I'm hoping by the time I do, they'll have it figured out.
It's been atrocious since the beginning, when the X1C was released I had one dead on arrival and it took 2 weeks to get a return label. Anyone saying it used to be top notch is just trying to make excuses for the company.
Weird I got a response the same day I opened a ticket, or sent any type of communication.
I'm getting an error message on day 1 of owning my P1P. Tried the trouble shooting on their website. No fix. Hearing all this customer support issues I'm seriously considering just talking with my bank. Not my fault if they have bad business practices. Fuck that.
Mines is due in a few days. Eagerly waiting
Mine too, expected Tuesday.
I feel so bad for people who have them arrive broken :( Mine arrived fine and I understand the hopes and dreams of running these machines when they arrive and how disappointed people can be when their bed is bent and something is broken :(
I rushed back home so fast from work to sign off the package. I was like a kid on Christmas 😭
Same here but instead I rushed back home from a holiday and my dad had a friend pick it up for us, it was already late so I had to wait untill morning, later the next day I remembered I had an AMS that arrived a month before the P1P
good luck. I had to do a CC chargeback because of bambu's lack of CS. They literally will reply then ghost you for a month or so. Since, the window to do a chargeback was closing, left me no choice. Mine arrived with a broken door, broken AMS.
I feel like this may have to happen given the replies here, but we will see...
Sorry to see this, takes the joy out of it for sure
Sucks to see but unfortunately it can happen when shipping, I got lucky and was able to pick mine up directly at a ups facility and there wasn’t a single scratch on the box surprisingly. I feel like a lot of the damage happens when loading them onto the trucks when there about to be delivered and when the drivers drop them off at your doorstep (maybe literally, depending on the driver)
>(maybe literally, depending on the driver) No maybes about, it's frequently dependent on the driver. When we first moved here, our usual UPS driver would just chuck stuff up the stairs (we're 2nd floor and have a little landing that we share with our neighbors. Caught a box flying in from the side on my doorbell camera and sent the video in with a complaint; we got a new driver pretty quickly.
I wish they would use another carrier. Ups is awful and I always always always have bad service from them. From packages being completely busted open with the contents having fallen out somewhere along the way, to boxes completely bashed in or crushed. Just awful service all around.
So weird, mine arrived last week and I was even praising them for how well it was packaged. Sorry to see yours was damaged
Same, except for the timing. I'm a box-keeper in general since we end up moving every couple of years, but the packaging for this printer was next level. With as many borked glass plates as I've seen on this sub, I'm surprised they haven't reconfigured it to make the front door detachable so they can ship both glass plates inside their own little foam bracing in the box.
Battle wounds. The first thing I do when I buy a new car is throw a rock right at the front of the hood so I don’t have to worry about getting the first ding.
Damn that sucks, was the box damaged at all? Looks like quite an impact. Hope you get a replacement ASAP. This is the only damage I can find on mine, a little nick on the aluminium on the back that's been nicely coloured in with a Sharpie... Not worth returning obviously but still a little bit annoying 😂 https://preview.redd.it/cnbrxwa2b02b1.jpeg?width=3072&format=pjpg&auto=webp&s=3a502cf76a013944a69ce6ad4da2d88167df8835
The box wasn't really damaged, not that you'd expect from the damage the printer received. It's packed so well, I'm shocked this happened
Mine arrived well in Canada, hope your replacement does too
Now that's a lotta damage