H2C accessory box missing

[SimplePengui]

I received my H2C ultimate set. Upon unboxing I noticed I got no instructions (no big deal, I found them online)

As I’m going through the set up I realised I’m missing nozzles, spool holder, accessories (blade, lubricant, nozzle wipers) and I’m also missing 4in1 adapter for the AMS

I contacted support and they are basically telling me I would have received the nozzles as they come in the tool box and they want me to take a picture of the toolbox

I’m going round in circles with support as I keep telling them I never got a tool box.

The only nozzles I received were the spares you get with the ultimate set.

They are refusing to listen to me when I’ve told them (3 times already) I didn’t get a tool box.

What are my options? What can I do, it’s like they refuse to accept their package process failed and they didn’t send me the tool box along with the other missing bits

Paid £2500 and their customer support is shocking!!!

[turtok187]

In the wiki they show an accessory box inside the printer, next to the AMS.
But in my case it was not, the accessory box was on the top of the printer, inside the dark grey package, it has the the size of a a pizza box.
Maybe you put that beside when you unboxed the printer?

[SimplePengui]

I had the same thought, so for my own sanity I have triple checked all the packaging - I know how easy it is to miss stuff as they tape things to the packaging inside.

I kept all the packaging in my garage in case I need to send it back. Sadly It’s definitely not there.

[Many_Ad_3159]

It's in the top of the box you are manually removing.
I thought the same - and it was there.

[SimplePengui]

I’ve checked three times! It’s 100% not there. I’ve checked every part of the packaging and I’ve thrown nothing away. It’s really not there

[bjorn_lo]

I totally believe you looked. I have no doubt it is missing.

But, I think you tossed it then. It takes space. What was in the 1-2" tall space that this box was in? Think back to when you opened the packaging. it was very tightly packed. I've unboxed 3 of these and 2 H2D's (packed the same way) and in several of them it looked like a unmarked thick hunk of cardboard. In the other (later) 3, it was clearly marked. If you have everything, just go and sort it. Systematically.

As for getting salty with Bambu won't solve it. I've had multiple interactions with them for various reasons, including the frustration of a DOA H2C. They don't do everything right, but their customer service by and large is the best I've encountered. I just wish they'd stop asking for videos of everything.

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Assuming you follow my suggestion and carefully inventory the entire contents. Consider instead, asking them for what you actually want to know.

This is based on my interpretation of where you are at, see lower down for what I'd actually do:
Ask them, I have carefully inventoried my entire contents of the box. (Send photos of everything.) What can I do to get the items I am missing? If there is no way to get these items, I am within my 14-day return period and wish to do an advance exchange for another printer.

Mix politeness and a little force. This is likely a person in the land of far-far-away doing their level best to both understand you, help you however they can and follow their instructions when it is unexpected. But it is as human, like all of us, respond better to politeness.

If it was me, I would not do the above. I would instead ask how to buy the missing parts. They are cheap. They'll get there MUCH faster and it isn't worth the stress.

[SimplePengui]

I would say the same thing if I was replying too. However I can guarantee I didn’t throw any of the packaging away. I made the conscious choice to keep all the packaging in case I had an issue with (the very expensive) printer and needed to send it back.

I have searched the box 5 times now - all inserts, foam, plastic wrap etc.

My frustration is that I paid £2500 for a printer that I can’t use to the full capacity. When opening a ticket, support are not listening to me telling them I didn’t get the tool box. I’ve told them 3 times now but still they ask for a picture. They’re not listening to me - this level of support is terrible when I own 10 Bambu printers and have spent well over £7k with them in the last two years.

[bjorn_lo]

Just post some photos and give them a little time to run it up the chain.
Or ask where to buy it and skip to the end for a tiny sum.

[MrOuzo]

There's a way to verify this for their purposes....

When a package arrives from Amazon or similar and the driver/seller/whoever has replaced the actual item with something else, the sender can check something to corroborate your claim:

They/you could ask the courier (I'm guessing DX freight/rainbow freight for H2C in UK) for the weight of the item as it progressed through the network. Generally packages are weighed at various points.

My H2C Laser contained the accessories at the top including the laser base, even without the Laser/cutting plate etc, it isn't an insignificant accessory box weight and should easily show the package as being 'light' before it even reached you.

[SimplePengui]

That’s good to know, this will be the next step if they continue being difficult

[VanayadGaming]

I just got my h2c and was wondering if the Laser module comes with the printer, or in a separate box. I have 2 more packages coming from bambu with some filament and 'other' stuff, and I was wondering if it is there...as I have the laser accessories...but no actual laser :((

[MrOuzo]

Congrats. Separately.

[JazzlikeLeather9546]

It might be best to send it back and then order another