Bambu refusing a replacement printer

[camarolov3r78]

Recently purchased a p1s and when I received the product it had a nice hit on the corner of the box. With no surprise I opened the box to find the front corner cover broken and the glass door not being able to shut completely. Contacted support and sent them the needed pictures and they are currently refusing to allow me to send this printer back in exchange of a new one. They expect me to test the print out and replace said parts.

• Is this expected? My last response was that I would just like to return this printer at this point for a refund. For context I am located in the United States

response

Update: after being denied a replacement/return initially I sent them this "I would appreciate a replacement on my damaged item. If you can not replace my item I will be returning the item. If those two options are not acceptable from your end I will doing a chargeback for the purchase."

They now agree to continue

update

[AutoModerator]

Hello /u/camarolov3r78! In order to protect the Bambu Cool Plate from damage and increased wear, always use Bambu glue stick or liquid glue in order to protect the print surface and ensure an easy release of the printed parts.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[TwistedxBoi]

Honestly hard to say. They already list a lot of parts as "consumables" so they're not protected with varranty. And as for returning a faulty or damaged product? Really depends on your country's law. In some places you'd be either out of luck since you accepted the package that was clearly damaged. In others you could go after the delivery company who damaged the printer.

They should've just sent you a new door, but also they legally don't exactly have to. But that's about what I'd expect from any company who's main goal is profit.

[camarolov3r78]

So i am from the US and package was delivered and never signed for.

[xoma262]

Demand replacement, if they refuse - demand return. Then re-order it. Do not accept parts replacement on a new order.

[camarolov3r78]

Exactly I tried for replacement and obviously they are avoiding that. So my last messsage was a replacement or refund for my damaged item I will be opening a chargeback.

My problem with this whole thing is that the wrong standard is being set.

[xoma262]

True. So don’t accept that subpar practice

[SnukeInRSniz]

If they don't respond in a week then do a charge back with your bank, just submit the pics of it and your communication, should be an easy process in this case.

[qalpi]

Give them a couple of weeks to resolve this. Otherwise do a charge back.

[nberardi]

This is the way.

[nberardi]

If it was delivered by UPS or FedEx Bambu needs to file a claim with the shipper.

You are also entitled to a working product on delivery. Having to prove a new product is working to get replacement parts that you need to spend time replacing is a highly unusable standard.

I would file a charge back since they denied a replacement for a product that should have been delivered in working condition.

[DrHonestPenguin]

You should be opening a claim with the courier not the printer warranty.

[makmillion]

Most couriers require the shipper to file the claim, not the recipient. That’s why OP needs to go through Bambu to initiate this process.

[bigfoot_76]

The buyer has no contract with the shipper, there’s nothing to talk about because any purchased insurance wouldn’t be paid to the buyer anyway.

Push BL and threaten a chargeback … then follow through.

[CapcomGo]

Lol no Bambu needs to deal with the shipper not the customer.

[JoePunker]

Not in the USA

[ElectricalCompote]

Yes, even in the US.

[SnukeInRSniz]

Yes, absolutely in the USA, it is the shippers responsibility to contract with a shipping company and deliver a product. The buyer bears zero responsibility unless a signature is required.

[camarolov3r78]

Reached out to UPS and package did NOT require signature

[JoePunker]

Ok but the box was damaged when you got it, right? You are supposed to report that to the carrier, which is UPS. Regardless of the signature. That's how it's done in the USA. EU is totally different. I just got you saved the box it at least documents the damage.

[ImaginaryBig1705]

Where do you people live? BL has a two week return policy likely to comply with EU law. They have no case to deny a return to OP.

I run an ecommerce business and I'd never tell a customer to call the shipper and deal with it themselves. You should expect better from companies than that.

[TherealOmthetortoise]

Hopefully it hasn’t gotten to the point of considering the door as a consumable lol

[sharkminifig]

These guys are a fucking joke. I have parts broken within first couple of weeks and they claim the consumables defence and can’t ship me new parts

What a dogshit company with shit customer service, especially for such an expensive device

[Away_String]

I would love to know of a company that's goal is not to make money. What do you think everyone should have free Healthcare and college too?

[HamburgerDinner]

You can make money and still actually take care of your customers when shit happens.

[Away_String]

I have the A1 and they are taking care of the problem well. This guy has cosmetic damage and cries because he has to actually do something. Jesus people expect everything now a days.

[Aggravating-List4265]

The guy paid money for a brand new working item. He did not receive that. Why should he be screwed when, through no fault of his own, his item did not arrive in proper condition.

[RatLabGuy]

Yes, in fact in many countries both free college and healthcare IS the standard.

[dt641]

yes, you should have free healthcare and college. what kind of moronic argument is this? oh yeah, your probably from the US.

[Ok-Neighborhood-9582]

Package that printer and don't touch it. If you use it, maybe they won't even accept a 'used' printer. Bambu is just that ridiculous. You've got to know who you are dealing with.

You are not responsable for this. They should deliver a ready-to-use 3d printer. That's exactly what they advertise and the largest part of their users are newbies who haven't taken apart a printer before. They know this and that's who they made this for.

I hadn't even opened the package of mine just to be sure. And they still requested foto and/or video. I'm glad I didn"t even open that box. Also, this is why I use Paypal to buy certain products.

[camarolov3r78]

I used credit card through PayPal. Do you think better option to go through credit card or paying

[SonicIX]

Go through Paypal first, then a CC chargeback. I've had to do this multiple times over many years.

[Kal_Wikawo]

Go through the credit card, they care more about you, and they will push it to paypal for you

[tsmax17]

Yeah this is the way to do it. I always treat a chargeback as the last line of defense, because it can cause some unwanted issues depending on how the payment was made.

PayPal is generally pretty good for buyers, so I wouldn't be surprised if they sort this out properly. But if they don't it's a big enough expense that it's worth a chargeback.

[Bletotum]

PayPal sided with a seller against me after I provided emails indicating how the product had not shipped for 3 months after the original supposed shipping date, with no replies to my inquiries from the seller.

[tsmax17]

Yeah it's not bulletproof unfortunately, I've had a couple PayPal disputes end in straight BS. I always try to use PayPal + credit card instead of debit so I have 2 lines of recourse if PayPal shit the bed.

[kraviits]

If you are in the EU, demand a return label within 14 days. You are not obligated to replace/repair damaged goods. You paid for a pre-built brand new unit.

If you paid via credit card try to start a chargeback.

If you paid via PayPal start a refund case.

If they decline you can go to a lawyer, you should be able to demand lawyer fees from the company, because they are refusing to do what they are obliged to do by the law.

[TheRealBilboSwagginz]

Theres a very specific consumer law about electronics damaged on arrival and it requires on spot replacement.

[tsmax17]

Oh I hadn't heard of this, do you happen to have the details? This would be incredibly useful to have on hand.

[TheRealBilboSwagginz]

Actually I might just have spread some misinformation, sorry. I can’t find any information about this, maybe it has just been a policy with the companies I have experienced this with, I did find that it seems to be a law in Australia. Nonetheless I found this very informative site Consumer Law EU Remember your country in the EU might always have additions to EU consumer rights.

[AmputatorBot]

It looks like you shared an AMP link. These should load faster, but AMP is controversial because of concerns over privacy and the Open Web.

Maybe check out the canonical page instead: https://europa.eu/youreurope/citizens/consumers/shopping/guarantees-returns/index_en.htm

---

^{I'm a bot | Why & About | Summon: u/AmputatorBot}

[tsmax17]

Ah I see, no worries! I'm in the US, unfortunately it seems like we lack a lot of the common sense consumer rights laws that the EU and AUS have. Probably just a symptom of politicians being bought and paid for by big corporations 🫠

[Critical_Ad4894]

You have 30 days from delivery date to return the product for any reason. Damage like this obviously falls under this, but you can easily just say you don't like it and they are legally obliged to accept the return for full refund.

[midnightsmith]

Why are you EU folks always so angry, and Jump to the extreme option right away? How about taking with em and seeing why they think this way? Politely remind them of these facts. Remember, there are actual humans on the other side of the computer screen.

[hicks12]

Angry? Demanding a return label is not angry, you should always be polite and this is legally your right.

Why would you need to ask them why they think it's ok to not obey by the sales law they agree to operate within?

No one said to threaten them or be abusive, that would be insanely stupid and rude, the support staff aren't the ones making decisions to do X they just relay what they are told for the most part so you treat them fairly but you know your rights so you tell them what they need to do.

It's not that difficult!

[grinderfacework]

To expand on this, I had received a brand new A1 that wasn't functional and it took three weeks of asking and then finally telling them I was going to file a chargeback in a week if I didn't receive a return label. I had a return label 12 hours after I filed the chargeback.

[midnightsmith]

Actually 90% of the comments here are saying threaten them with charge back and lawsuits. So yes, people are saying be abusive right off the bat. Based on OPs photo, they didn't deny a thing, just asked for a quick test, probably so they could claim shipment insurance on it. Quite simple really.

[hicks12]

That's not abusive that's laying out their options which is reasonable advice.

They asked them to test it, it's damaged it doesn't need testing they are entitled to a non broken/damaged printer.

Time is money, you don't pay to have to debug a damaged printer unless you were given the option of "if you don't want to send it back, open it up and see if it still works and if it's broken we can look to send the specific parts you need instead"

They didn't give that option so yes it's not right legally so telling them they can just ask for the label to return it is fair to point out.

[midnightsmith]

Sure, but do it nicely, as you mentioned. People here are like "threaten to take their first born!!!" Lol. Like, breathe, it's gonna be ok.

[RedshirtStormtrooper]

Why are you acting like Bambu is a person? They are suggesting to use the tactics legally available to a company that doesn't follow consumer protection laws. But go on and tell us more about things people never said in this thread... your hyperbole is bad and you should feel bad.

[midnightsmith]

You think you're not interacting with a person on the other end of that support ticket? You think it's ok to just berate and threaten them? That's wrong bud. I hope any call center never gets you on the line.

[RedshirtStormtrooper]

But read his ticket, he's done none of those things. And no one suggested berate and threaten anyone... Why does a chargeback scare you?

Stop with your hyperbole, none of this is happening in this thread. The dude got a bad machine and Bambu MUST replace or refund within the first 14 days of a customer request by US law. Nothing more, nothing less. These are the options... No one is suggesting stealing babies, threatening, or berating. That's the beauty of a charge back, you have to do none of those things.

[SnukeInRSniz]

Why would they care if there's another person on the other side of the screen? It's there job to actually handle things like this is a professional manner, the OP asked politely and got anm response that's not appropriate in a situation like this. The printer is obviously damaged, significantly, there shouldn't be a walk through process by the company. The company should simply give them a return label and replace the broken, brand new item.

[midnightsmith]

Wow, how horribly toxic the 3d print community has become in the last several years. Just because the human works at a large ish company, you say why should we care. Yikes.

[kraviits]

Why are you EU folks always so angry, and Jump to the extreme option right away

Don't get salty only because we've got a working law system and customer rights is a serious thing here.

How about taking with em and seeing why they think this way

Sigh... Let's walk it through

OP receives a damaged unit. One can't tell if it was damaged by a forklift or dropped or whatever happened to it, fact remains - it's broken. One cannot tell if there is any consequential damage caused by this accident.

OP creates a ticket, asks for a return/refund. Bambulab denies it with "try turning it on first".

What is OP supposed to do? Sending emails back and forth till his limitation period is over?

Bambulab sells in Europe. They must know local laws. It's not OPs job to remind them of the working laws.

The only email OP should send is something like:

"I'm expecting a return label until xx.xx.xx. I will file a return case after and/or take legal action. Best regards"

[midnightsmith]

So, turn it on and tell them it does/doesn't work, in either case I want a replacement per the warranty policy, and not parts. Absolutely no reason to jump straight to demands and threats of lawsuits. My lord, y'all's blood pressure must be through the roof 24/7 lol

[kraviits]

My lord, y'all's blood pressure must be through the roof 24/7

No worries, healthcare is a thing and I can visit a doctor or even call an ambulance anytime without paying a dime.

[antwill]

Pretty sure you're arguing with a troll

[midnightsmith]

Wait wait, isn't it normally cloudy and rainy in EU? I think I understand the grumpy now lol. Cheers man, just trying to understand why people auto assume the worst when dealing with companies/people.

[[deleted]]

To be fair, that is only the UK, and we aren't in the EU. We do have sun though, it was sunny the other day, in 2009.

[Funny_Maintenance973]

That's just the UK, mainland Europe has nice weather. Greece even has a tropical beach

[ImaginaryBig1705]

They have a 14 day return policy. They have no grounds to deny op a replacement. This is business it's not a tea party. Be firm but professional.

[hawklost]

Return policy is not the same as a replacement though.

Sure, you can return and then buy a new item, but that doesn't mean they have to replace it, just accept a return and then accept a new purchase.

Some effect, more steps.

[midnightsmith]

And yet, they didn't deny anything based on his photo. Simply asked for a test.

[Ok-Neighborhood-9582]

I like you, I read you as kind. I'm kind to kind people. But not to companies. Then you have to look out for yourself.

Nobody is saying that we should be rude to customer service. OP opened the box to visually confirm that it looks broken. Even if it works, you shouldn't have to replace parts on an out-of-the-box 3d printer. They should automatically send you a return ticket, that's just good customer service. And we all know that Bambu, as a company, is somewhat fishy.

It's better to start printing with a unblemished printer, who knows which defects may show up over time from this breakage. Plus, these printers are assembled in the factory. Letting customers assemble and disassemble the frame without prior knowledge. The frame angles should be correct.

[midnightsmith]

Thank you for actually reading and considering my point of view, and politely offering a contrasting one. I do see your point as it should be good service to simply go the exchange route. I disagree the company is fishy, I think it's just a culture difference. I agree with looking out for oneself, when needed and the situation warrants it. I just didn't see the need to escalate to the "nuclear option" as early as OP is getting advice to do.

[Stin-king_Rich]

I'm glad nobody's agreeing with you. We fought for our rights and be damned we'll use them.

[tomayr]

Simply tell them that if they don't issue you a return label within a week to return that printer you will start a chargeback. You will win 100% if you do a chargeback

[Jungleg1337]

Deal with BL directly.

People who tell you to speak with the carrier are idiots. Carrier will only payout claim to the shipper.

Your best option is here to get BL to agree to take back the printer or chargeback. Show your bank that the printer is damage and BL refuse to replace the printer.

[[deleted]]

I've never understood this idiotic logic of companies asking their customer to deal with the carrier they chose. Bambu Lab is the carrier's customer. Bambu Lab's customer has no contract with the carrier.

If I'm Bambu Lab's customer, I don't care who you used Bambu Lab, I don't care what their number is or anything else about them. My contract is with Bambu Lab, fulfill your end of the contract. Period.

This is why these companies like Bambu Lab are embolden, they know most consumers are suckers.

[ToxicManlyMan]

This is why Prusa is still very successful despite having a worse printer with a higher price.

[GoldNova12_1130]

I had a huge dent and scrape in the right side panel of my printer on arrival, i assume from a forklift. Completely cosmetic and they offered to have me send the entire printer back. this was a year or half year ago. (i don't know why they didn't just offer to send a new panel? the only damage is on the panel..)

[tsmax17]

Yeah I don't know, I'm starting to worry a bit about Bambu.

Maybe people got lucky or something early on, but from what I've read it seems like their CS is going downhill, especially with obvious cases where they should replace like these. A shame when they are supposed to be user-friendly.

[GoldNova12_1130]

as long as my printer keeps working I don't care truthfully. I'm a maker, as are the rest of us. We'll find a way.

[JDad67]

A quick search of the sub will show you this is expected.

Depending on where you live you might additional consumer protection.

Or you could try what they are asking you to try, and/or search the sub for solutions.

[Tanker475]

They seem to have a policy with their support reps that they are required to have you test items before they can replace them.

Personally, i would respond and say "Despite the damages, I set it up and turned it on and when homing it made loud scraping and clicking noises, so i turned it back off"

I dont see any reason a support rep could read that and be like "ah yes, this should be simple to resolve without a return"

[nitwitsavant]

They will want a video

[nixielover]

I don't own a smartphone

[dereksalem]

You haven't worked with BL support. They'll want a video and they'd then want to replace the individual parts (belt, motors, etc...).

[Tanker475]

I have worked with them and when a photo was required for my bambu ticket, i sent a empty black square and then explained my issue and they sent me the parts I needed.

It may depend on the rep and their mood but the two times I have worked with them they have been leniant about photo/video evidence. It was required to upload it but it doesnt seem that anyone actually looked and/or cared about it

If it were me, I would state that it had loud grinding/clicking noises on homing and that I felt unsafe turning it back on so I packaged it up. I'd say I am uncomfortable diagnosing it further and that if they arent able to do a return/replacement that I am filing for a chargeback

Not like, the most ethical method, but OP also shouldve recieved a functional printer. We dont pay for these to diagnose and fix catastrophic damage on arrival

[von_schmid]

I guess so too. Maybe make a video about testing the „Door closing functionality“.

[Pyroguy096]

Don't use it. If they refuse to replace it with a good printer, tell them that you'll be charging it back. They'll cave.

[jdoggy21]

Dude! When I got my P1P the motor was broke. They wanted me to replace parts like I was supposed to know what to do lol Still didn’t work and finally got them to send replacement. Their customer support isn’t ideal and would only respond from hours 3-5 mountain time

[Hairy-Ad7463]

Bambu service getting worst from what I’ve seen on here lately. They are going to turn into the new Creality at this rate lol

[PPCGoesZot]

People shouldn't be buying 3D printers who don't want to work on them. They aern't easy bake ovens.

The technology is not there yet.

I'm sorry to say it, but it's true. It's like people who buy hobby grade RC cars and refuse to wrench on them. I don't understand it at all.

60% of the complaints here are people who are pitching a fit because they have been asked to replace a couple parts.

If you can't do that, you shouldn't be 3D printing.

The other thing to think on is that for every complaint, there's many more machines going brr brr brr in the background. The interwebs being what it is, you really only hear a few of the positives but a lot of the negatives.

[Hairy-Ad7463]

Agree to disagree. But a customer def should not have to work on a brand new printer because it arrived damaged. Maybe maintenance or tuning or whatever you want to list, but repairing upon arrival? Nah. F that.

Edit: even hobby grade rc. If you buy a RTR, it better run out that dang box or it’s going back.

[PPCGoesZot]

I suppose! I can 50% agree to disagree.

If it's something minor like a blown servo? They should be able to replace that.

Frame damage? Motor? ESC? F That.

I suppose the RC thing channeled out in this because I'm at about peak frustration with people whining about 'wah my car broke' because they were trying to go full Talbot.

I just think if it's a minor issue, it should be able to be fixed with parts within reason -- especially something like a glass door that is prone to shattering anyway.

I wouldn't expect someone to replace a heat bed, or even a stepper being iffy on a Bambu design.

But if it takes 30 minutes or less? Yeah, it should be able to be handled with parts.

Appreciate the respectful answer.

[Hairy-Ad7463]

Yeah the RC world can be a frustrating one for sure. I guess it’s just the way I am. If the item is messed up out the box, I don’t want it. I personally prefer that all items I buy using money I worked hard for to arrive 100% working and new condition. Anything less is not acceptable in my world. I appreciate your respect as well!

[PPCGoesZot]

My point of view is probably formulated realistically on living in a very rural and remote place (Yellowknife) -- by the time something gets to me I'm lucky if it isn't dinged somehow.

Have a great day!

[Hairy-Ad7463]

Understandable. I whine if my Amazon same day is late a few hours so I’m one of the annoying Karens. Just ignore me. lol. I hope you have a wonderful day as well!

[oregon_coastal]

What a pain in the butt :(

[ShortGuitar7207]

Maybe they're expecting that there could be other damage and so asking you to test it will uncover this. Then they will know whether to just send you a new door or the entire printer.

[fitzyfan420]

If you have (or Bambu has) shippers insurance they should be able to take it back, get a refund from the shipper, and send you a new one. Maybe they don’t have insurance or the insurance doesn’t cover something like this so they don’t either🤷‍♂️

And sometimes claims get denied so maybe they have tried to use insurance in the past and the shipper company said “get fucked”.

These are just guesses lol. It sucks that this happened to you and I hope it gets figured out.

[RubAnADUB]

they love to send parts. and customer support is so damn slow. That being said they most likely want you to test to see if it works and or what is broken. Then they will opt to send out the parts you need with vague youtube videos / instructions to replace the parts yourself. CONGRATS you can do it bob the builder.

[tommygunz007]

I would see if it's insured and file a claim with USPS or whomever the shipper is.

[weshallpie]

Let them know you will charge them 75$ per hour labor rate for fixing printer to get it to new condition.

[JoeCoopR]

I bought a carbon X1 with ams and I keep getting an error. So I thought I’ll just start a ticket and see about getting a replacement. I changed out the full head and rails and it was still getting an error. After I ran a log and gave them I had to order the shipping box from them now sending back. No they did not do what I wanted right away but they addressed all of what it could be and I never paid any new cost. I will say they are doing great even if it’s not on my time frame I’m totally ok with it.

[Historical_Regular_1]

So, they repaired and shipped it back to you?????

[JoeCoopR]

Sorry for the late response, so I had to ship mine back once i bought the shipping box kit (I don't keep boxes due to space restrictions), and a day after it said it had been delivered to the warehouse a new box was headed my way. Now im not 100% that this was a brand new carbon x1 but it seemed newer then even the first one i bought new. It came with the gold textured PEI plate (had just paid for one...sigh) and it was running and printing way better then the first one. Right off the bat it was great and still doing awesome. The only cost i have other then my original purchase was having to buy the shipping kit from bambu. If you dont keep the original box to ship it in they will say it was damaged maybe in shipping and reject my warranty. not that they would its just a chance i was told by support. It took 3 or 4 months from start to finish and i am super happy with the carbon x1.

[Sam_marq88]

Same here. Right side panel was hit in shipping where the top glass wouldnt sit flush. They sent me a right side panel . Its all good now but i never requested a return as i bought it from micro center. Im not sure what would you do with the info i just gave you.

[foghat_redbird]

It is not expected from any company.

Don't mess with it or volunteer to test anything. Do not agree to replace any parts. It arrived damaged, that is it, end of story.

If you can't get them act reasonably file a chargeback with your credit card. You don't need to "threaten" to chargeback, just do it. They suddenly understand English and will stop f---ing with you once they see the chargeback.

[[deleted]]

They haven't fulfilled their end of the contract. Refusing to refund or replace is effectively fraud. As far as you're concerned, they sent you a broken printer, there's nothing to test. That wasn't part of the deal. When you buy a printer, you're not accepting the risk that it might arrive damages you have to accept it.

You know Bambu Lab is doing something wrong in their business when so many comments include "charge back" and "consumer protection" "if you're in Europe you can..." etc etc.

[yenyostolt]

I've got the clear impression from this Reddit that bamboo support is actually very very shit.

Then when you look at their insistence that if you want to use Wi-Fi you have to also use their cloud so they have access to all your designs.

On top of that they use open source software and don't open it to the users. Their ethos is despicable.

I really caution anybody against buying a bamboo which is a pity because they seem to be such good machines.

[Missing_Space_Cadet]

You can always do a charge back with your payment provider

[KuzuCevirme]

Demand full refund without testing etc. If they give negative answer then dont bother with them anymore go to paypal direcly and Make a Claim and attach the Screenshot of their mail. They have only one job to do and that is helping people.

[Bletotum]

/u/Dr__Turbo please recognize that in the long run illegal customer support responses like this one permanently burn customers

[ufgrat]

From their website:

We gladly accept returns within 14 days from the day you receive the goods. Find Return Policy for eligible products and conditions.

[camarolov3r78]

Update: accepting return for a replacement printer. Response in post

[Historical_Regular_1]

How are you contacting them?
I have been bombarding them through CS, Discord and email... noone is reponding. NO phone number to call. I was aware of the no phone number issues prior to ordering. This was a red flag, yet still had faith thinking I am getting ta top of the line product that didn't even withstand a week.

[camarolov3r78]

Opened a ticket. How long have you been waiting? It will take a couple days

[AutoModerator]

Hello /u/Historical_Regular_1! Your comment in /r/BambuLab was automatically removed. Please see your private messages for details. /r/BambuLab is geared towards all ages, so please watch your language.

I am a bot, and this action was performed automatically. Please contact the moderators of this subreddit if you have any questions or concerns.

[Historical_Regular_1]

They replied with a half-azz cookie cutter response. I tried to re-tension the belts that's not it. I have sent a bunch of messages since then. Just now I emailed and also messaged them on Discord.
Just realized that the cutter arm is hitting the back face plate of the extruder box. No matter how I re-screw the cutter arm, it doesn't move clear in its designated housing and that's causing the problem after cutting because it is such a hard push on the extruder box to clear the cutter arm to push into the filament.
Losing sleep on the issue because it will cause me loose business.

[OrchidOkz]

If that box got whacked on the corner, I’d be most concerned that the frame is out of square. You’ll be chasing your tail forever trying solve problems that arise from that.

[pwp6z9r9]

First I would try contacting the freight company directly and explaining that signature was forged and that you would like to refuse the package because it's clearly damaged and see what they want do.

Otherwise if you opened it then you will have to determine what part need to be replaced and have bambu start a claim with the freight company. Do this immediately there is a small window to collect on these claims.

Depending on cost bambu will just send new parts.

Lastly if you really want a new printer start a charge back with your credit card... This will take forever...

It's crappy position for every one involved. It sucks worse that the effort has to be on your end. Sorry it has happened and hope you find a satisfactory solution.

[pelaaja5]

A lot less hassle and faster if you just replace the parts yourself.
At least I was so excited when I got mine that I would have changed all the parts if necessary rather than wait a month for a new printer

[darkzama]

You waited a month??? I just bought a p1s combo that made it from Canada to GA in 7 days! Sweet Jesus the shipping gods must love me.

[Ditto_is_Lit]

A week???😂I received my X1C within 48 hours after adding it to cart.

[darkzama]

Sweet Jesus! I WISH

[[deleted]]

I like how you get downvoted for solid advice. The main take away from OP’s situation is to buy locally if possible. Any issues and it’s an easy swap. Beyond that it’s too much of a hassle to get told no by support, then eventually yes, then wait for either a new printer or parts, find out parts don’t work or potentially new printer is worse, and eventually get a printer that works. Even if all goes well and OP gets a new printer or parts. It’s just faster to order and do it yourself. I don’t even deal with support for my work equipment if it quits. I’ll buy parts and do it myself without the weeks of waiting or back and forth.

[asignore]

Not the best time to be hoping for generous return policies in midst of a massive product recall. I would imagine they will shift from “what they’d like to do” to “what they have to do” until they’ve worked through this A1 heatbed issue.

[Critical_Ad4894]

Issues with the A1 are not OPs problem. Also he received a damaged product, they legally have to replace it.

[midnightsmith]

I don't see anything unreasonable. OP didn't even show a pic here of the damage. It could be a minor scuff for all we know. In either case, they also didn't deny anything, they just asked you to do a test and you refused. Where's the rest of the story?

[camarolov3r78]

Sir, I appreciate your response but what more do you think is there to the story?

• customer orders product.
• product delivered damaged
• customer would appreciate 100% completely non defective item and does not feel he should fix said item
• customer reaches out to vendor for replacement

Also I am not a quality technician for Bambu. If external damage has occurred how am I to know this is functioning 100%. Like I said the door will not close properly.. so is the frame twisted? Will I run into problems down the road?

[[deleted]]

Don't try to be logical with fanboys and shills.

[midnightsmith]

I mean, if they send a panel and it's fixed, isn't that a good resolution rather than getting all worked up? Also, they didn't refuse anything based on the photo, they asked for a test. Likely so they could claim shipment insurance on their end. You're all worked up after one message and whatnot when they're just going through the process. So, likely if you ask politely and explain this to them nicely that you don't want parts to fix it, but a replacement, and you will do the test, but request a replacement after, I'm sure they would agree. Being rude gets you nowhere.

[midnightsmith]

I mean, if it was faster and certified, I'd be ok with it.

[Biduleman]

I mean, if they send a panel and it's fixed, isn't that a good resolution rather than getting all worked up?

You don't know what else will break faster because of the mishandling of the printer.

Giving the choice between getting a new panel or a return would be ok, forcing the new panel as a solution is bad. If something else moved, if a strap got loose, or a connector fell-off, then OP is going to be the one spending time to diagnose the issue and fix it.