Comment by offbynull
3 days ago
I'm also in the same boat of regret, but for other reasons. Their support team is beyond awful. I purchased an H2S AMS combo just shy of two months ago (mostly because I saw it being praised by HNers a while back) and found out recently that the AMS they've sent me is defective. It's been truly a bizarre experience trying to deal with customer support. They told me to disassemble the AMS and swap a couple of modules that they mailed me. I did, provided them evidence that I did, and provided evidence that it didn't fix the problem. Their response was to claim that I didn't actually swap the modules and that because of that my warranty no longer applies, and then they said they'd give me a free roll of filament for my troubles (lol). At that point I began the process of invoking the consumer protections afforded to me. Called my credit card company and opened a dispute, invoked Massachusetts law M.G.L. c. 93A, and I'm about to contact my AG.
It's a shame they're going in such an anti-consumer direction, both with their gaslighting customer support and the lawfare against Orca.
The Magnuson-Moss Warranty Act is your friend. Furthermore, the idea that you could be expected to perform technical labor to repair something is ridiculous: grandma is protected, too, and this type of service falls far outside the scope of what is reasonable.
Odd - I bought an H2C about a month ago - and the nozzle-swapping Vortek rack just wouldn't calibrate or operate - blocking even calibrating the left-nozzle from proceeeding.
However - yes, they did have me perform multiple disassembly/re-connect steps and document, and then of course every question/answer was at least a 24-hr turnaround (some delays were because I keep my printer at my office and chose to work from home a few times), eventually they sent me an entire new Vortek rack - which, once installed worked perfectly.
I was not looking forward to packing the entire thing up and shipping it back.
hmmm - they never asked for the old one back... (hmmm, harvest the servo motor? drag-chains and rods for other projects? Mount it on the wall and use it to store extra induction nozzles? Ideas?)
I have seen one YouTube video that seemed to indicate a problem with pulling filament was because of a little flap within the new 4-1 PTFE filament adapter. There is a little rubber valve/flap (apparently it is a consumable, because the printer came with extra) - which he found if left in-place would cause filament jams, so he removed it, and no more feed problems. (Unfortunately, I cannot find the exact video - I have seen/bookmarked too many)
Just wanna say, I appreciate you going through the effort. Please share your story as it progresses!
I had the same experience with their shitty customer service but for something much smaller. I had red filament from bambu that was constantly getting clogged and they had me go through so many hoops. they had me measure the filament thickness in 10 places WITH CALIPERS and also FILM IT. all this shit was a waste of my time. After they asked for even more steps, I just gave up. I felt it wasn’t worth it for a $16 exchange.
But it left a really bad taste in my mouth about the company.
Consumers are used to stuff like Amazon customer service. I wasn’t expecting to waste all that time to exchange 1kg of filament. I thought they’d send it out no hassle and take back the defective filament to research it themselves.
So now when I recommend Bambu, I say the printers are great but their customer service is horrible. So be very careful.
I have a friend in the exact same situation
I assume you have an ams 2 pro?
And it won’t pull filament when randomly ?
Her also same issue and she’s having to fight them.
Shit is wild.
I feel rather guilty I had an initially good experience with my p2s, but they’ve managed to mess up the firmware or something ….
Now I don’t think I would recommend it to anyone anymore.
So "right to repair" is "duty to repair" now? /s
I was offered to return it or try to fix it myself. In the end the fix was even easier than initially thought and it's working great since. No idea if that's because I am in the EU market and not US. They did take their time to respond but otherwise service was ok.
Same here. When I needed them they were on the ball. Though I haven't had a difficult or complex problem yet.