The bad customer services with Bambulab

What I'm going to write here is about my bad customer experience that I have in my entire life with Bambulab. Sorry If I make english mistakes because I'm in Spain.

Before the firmware update in febraury, all were working without any issue (except the tipical clogs in the purge chute due that I consider a bad design idea) and ending the spools and changing to another new spool in another slot in the AMSs or jumping to another spool in multicolor printing. I could leave overnight or go work outside without supervision (yes I know that I do bad).

Well, after that, my X1 Carbon (less a year since I bought it) and the AMSs got crazy and now I can't leave it without supervision because it gets the filament stucked between the AMS and the X1 Carbon or the spool hitting the lid.

I have severals half spools that I had to use with the other 3D printers because I couldn't fully empty the spools in the X1 Carbon.

I didn't buy this printer for hobby or for modding, I bought this printer for work and also I wasted my money for a better hotend option from E3D.

Yeap, I know that there's a lot of mods to "solve it" but nothing worked in my case.

I has been using Sunlu spools for years in my other 3D printers without any issue except with Bambulab printers because I had also the A1 that I sold it after got tired with the second motor not working well from the AMSlite, and after not receiving the spares, and the help from Bambulab and also being afected by the heatbed issue that, being me a technician, they had allowing normal people to change a dangerous spare putting in risk their lifes or losing their homes with a serious fire..

I can use an external spool without any issue and the extruder was replaced it in January of this year.

I shutted down for a long time the second AMS meanwhile I was waiting for spares and even using one AMS and the single buffer, I was having the same issues with the last firmware and the former one after I downgraded the firmware.

Spoiler: I'm not telling that Bambulab printers are bad, they're a little better than Creality, the problem is that customer services is not the best for my true opinion.

Watching that I couldn't fix the issue by myself, I opened a ticket to Bambulab.

But this is not all because also, before the new Bambustudio V2.0 was going to be relased, the new version of the slicer didn't recognize the microsd and I couldn't send the files from the computer to the printer and Bambulab refused to fix it (telling me that I had a WIFI problem when it's false) and I had to open the wallet to buy a new microsd that It wouldn't need it because after they relased the V2.0, the old microsd started to work normally. So I wasted my money for nothing. I opened a ticket also and they didn't wanted to fix it.

Going back to the first issue, I was speaking through the ticket with "Jason", who hasn't idea what's happening with my machine and AMS, I was constantly telling that they modified anything by accident in the last firmware that provocated several failures that, after I switched back to the former version of the firmware and after I changed to many spares in my first and second AMS and also the first buffer (that I had to open the wallet again due that the warranty to those external accesories has only 3 months of warranty), it still not working well as it was before.

They delayed for a month and half to send those spares because it's not my fault and I found my printer, in the morning, with tons of errors losing printing time and energy and wasting the entire spool for nothing. I have to fully disassembly the AMSs for three times!!! Two times because the spares arrived one part, one day and the rest, other day and the last after a great mess found in the morning that I will explain in detail.

I got also a weird message telling me that I had to pull out the filament from an external spool when it wasn't any external spool that day and all the spools where in the AMSs. Several days later, after I woke up I found that the X1 Carbon only recognizes the external spool after a small electrical blackout but affortunally the print was ended before that electrical blackout. "Jason" say nothing about it when It's a bug from the firmware or maybe the behind connector from the buffer, doesn't work well because I plug well to avoid bad connections issues.

Another day, meanwhile printing, the front cover dropped in the heatbed after it crashed with the printed part and get stuck between the print part and the toolhead with the danger to provocate a serious fire because the nozzle was hot and almost breaking the brad new hotend from E3D. With Creality printers, I can switch off the motors and move freely the toolhead but with Bambulab printers you can't and it's quite annoying because I can't move it to unclog the purge chute without burning my fingers and I have to use a small flat screwdriver to push a little and put inside my hand, from behind, to try to get out the clog. Well, Bambulab, once again, they didn't want to provide me a new layer fan connector that got broken after that accident because, I will need to open the wallet once more time as "Jason" told me that the warranty covers anything from the X1 Carbon but he didn't want to send that small spare (I don't care about the front cover) and I think to find the same connector and ask for help in other to replace it because, right now, I'm holding with a small piece of electrical tape to avoid the cover being dropped again and get the layer fan disconnected.

Several days later: "Yesterday night the AMS got crazy and, instead retracting the filament back, it kept allowing the filament get out from the bowden tube (because the bowden tube came out from the tube connector by accident and I couldn't stop until I turned off the printer and canceling the printing) and all the lights, from both AMSs were in RED" . In resume, it got crazy.

This week, after the black filament broke in several parts clogging not only the extruder but also the first AMS and after I had to fully disassembly the AMS to put out that small piece of filament, when I connected again all the cables and the PTFE tube, instead being all in pause, the first slot from the second AMS, started to feed with filament provocating another failure clogging again the extruder but affortunally I could get out and resume the print. I was almost to cry after being printing for 3 days!!!. They should put that in order to get out any clog in any AMS/s and not allow to another AMS/s to work until I touch the main screen that I didn't touched meanwhile I was pluggin back the first AMS.

But this not the end because I have also a LIDAR problem that they don't want to solve it because, even putting to the highest detection level, it doesn't stop or pause the printing to check what's happening in order to take my own decision and also sometimes it didn't detect the original PEI sheet from Bambulab (even after I cleaned up the lens) that I opened also a ticket and they answer me "If the filament and ambient light are too dim, there is a risk that it may become unrecognizable, and it can be extremely difficult to ensure the brightness of the ambient light." when It's false because I have the best ambient light in my office but understand that some filament colors can provocated that the laser beam gets reflected it and not allowing to check the first layer. The first time that It came my machine at home, and leaving printing in PETG the purge bucket for the X1 Carbon from Printables, it didn't detected the "spaguetti" and it kept printing wasting the entire spool or it shows me a message error that It couldn't check the first layer and keeps printing instead making a pause as I was telling them. They should take note in order to fix it in the new firmware version instead giving me the back.

It's a shame that today I received an answer that he will going to close the case without solving it and putting in knowledge to the manager (who also doesn't have technical skills to solve it at once) instead speaking with somebody who manages the firmware from the X1 Carbon to explain me what they had touched in order to provocate those failures in a machine which has only one year since I bought and I still paying the bank loan. I'm telling them to reduce that feeding speed almost 10% or find what they had changed and switch back.

Also I opened a complaint to Bambulab, to customer services through a ticket, and you should guess who answer me... yeap... the same guy in technical department called "Jason" instead somebody who forces the technical department to solve it at once and bring back the printer back in bussines at it was before the firmware upgraded. Also I placed a complaint to the european consumer office, as the official told me to do it, to companies that are in another country and Bambulab doesn't want to comply not only with the spanish laws and regulations, in other to protect consumers, but also the european laws and regulations in order to solve it peacefully because I don't want to waste the time.

I can't do more with this company who refuses to hear real and potential (future) customers to keep the bussines on because I refused to buy the H2D after what happened and also because, right now, I can't afford it (and I also I have my personal opinion about severals things that I will not going to use it).

I want my X1 Carbon back as It was before the firmware upgrade modifying that firmware and telling me the truth what happened with my machine that Bambulab refuses to tell me.

UPDATES

May 8 th

They were trying to close all opened tickets and shut up my constantly claims.

May 10 th

After opening the LIDAR issue ticket, they ended telling me that they know that people are having the same issue but (this is outrageous for me) in my case, they "found nothing".

I answered them that, when LIDAR fails again, they will going to "open the wallet" for me sending a new spool because I will not going to waste money even in their expensive filaments.

I put a new 4 mm coupler behind the X1 Carbon, like it has the K2 Plus, and it's getting the filament right inside the X1 Carbon. Remove the factory one and threw to the garbage.

New 4 mm coupler

The K2 Plus coupler gets the PTFE tube more inside

The X1 Carbon coupler is a...

You can buy here in Aliexpress (OD 4mm, PU type) or buy the K2 Plus coupler spare instead. It's very cheap.

May 11th

After the last firmware, I couldn't bind the X1 Carbon to the Bambustudio or the app. I understand that both must be in the last firmware version but, when I done the firmware upgrade, it didn't want to bind it until I turn off the X1 Carbon and back to turn on.

I told this through a ticket and Bambulab washed their hands one more time.